Genesys Engage on-premises

 View Only
Discussion Thread View
  • 1.  Intraday SL Management

    Posted 04-07-2022 14:11
    I'm new to this product with ZERO training.  We have several VAGs set up, Sales and Customer Service.  As staffing changes etc, we re-skill our agents from Sales to Customer Service and vice versa....sometimes we skill them for both simultaneously.  In the Intraday view, I want to see Sales AHT (actual sales calls that came in from the sales phone number) separate from Customer Service. How can I filter out the VQs or DNs accordingly?
    #Telephony

    ------------------------------
    Kenn Lambing
    OHIOHEALTH
    ------------------------------


  • 2.  RE: Intraday SL Management

    GENESYS
    Posted 04-10-2022 21:13


    How are you displaying your data?  CCPule++, Pulse or in a historic report?

    ------------------------------
    Andrew Soroka
    Genesys - Employees
    ------------------------------



  • 3.  RE: Intraday SL Management

    Posted 04-11-2022 10:28
    I think we are using Pulse.  I am looking at forecast volume and AHT etc versus my actuals to manage my KPIs intraday

    ------------------------------
    Kenn Lambing
    OHIOHEALTH
    ------------------------------