PureCloud

Discussion Thread View
Expand all | Collapse all

Agent Performance View possessed?

  • 1.  Agent Performance View possessed?

    Top 25 Contributor
    Posted 8 days ago
    Edited by Darryn Chang 8 days ago
      |   view attached
    I'm a little confused, upon conducting a metrics check using Performance>Agents over a week period, it displays the actual amount and about 30 seconds later it adjusts and then reduces/ removes total answered calls to single digits.
    Is this a design flaw?
    Why would it be doing such a thing and not providing the actual results?
    I thought it was because I was looking at the current day but this is from last week and have even done a check from a months ago.

    Attached is a capture, i refresh to gain the view I am seeking, then it changes, is it possessed?

    Case # 0002556845

    #Outbound

    #Reporting/Analytics
    #Unsure/Other

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------


  • 2.  RE: Agent Performance View possessed?

    GENESYS
    Posted 7 days ago
    Hi Darryn,

    I am sorry you are having issues. That behavior is not intentional. Can you still reproduce the issue? If so, please file a support case and we will investigate.

    ------------------------------
    Maisey Harris
    Development Group Manager, Reporting & Analytics UI
    Genesys
    ------------------------------



  • 3.  RE: Agent Performance View possessed?

    Top 25 Contributor
    Posted 6 days ago
    Unfortunately yes its still happening. @Maisey Harris
    While I raised a case the same day of posting this, I have had more response from you than the case manager advising he will investigate.





    ​​

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------



  • 4.  RE: Agent Performance View possessed?

    Top 25 Contributor
    Posted 5 days ago
    Darryn. I followed up with care on your case yesterday and they should be reaching out to collect additional information that will help us reproduce accordingly.  We tried internally in development and were not successful.

    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------