Genesys Cloud CX

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  • 1.  Real Time Adherence

    Posted 01-27-2017 18:49

    Hello,

     

    Looking for a report and/or ideas for agent adherence in a daily/weekly report. With real time adherence being reported (Tool), obviously PureCloud is capturing the data. I have yet to find a report that tells me schedule adherence for coaching purposes. Looking to see if I am missing a key component or way to get a report?

     

    Looking for other feedback from other call centers and how they deal with the lack of reporting. 

     

    Thanks!



  • 2.  RE: Real Time Adherence

    GENESYS
    Posted 02-02-2017 19:47

    Sorry, I can't find any plans for Adherence reports in the near future, though the need is acknowledged.



  • 3.  RE: Real Time Adherence

    GENESYS
    Posted 02-28-2017 19:55

    Hi JoAnn,

     

    We will be releasing an exploratory user interface that will show adherence statistics for agents as well as adherence exception details Q2 2017. You will be able to look at a specific day, week, and perhaps month with the ability to export to CSV; columns will be selectable, reorderable, and filterable. At the time of release we will also be releasing a public API.

     

    While we do have real-time adherence data, the fact that schedule changes can be made in arrears means we have to build-in capability to calculate historic adherence rather than rely on the real-time adherence feed.



  • 4.  RE: Real Time Adherence

    Posted 08-01-2017 16:41

    @Jay Langsford? 

     

    Was this user interface pushed out yet? It's something that my company is also wanting.

     

    Thanks!



  • 5.  RE: Real Time Adherence

    GENESYS
    Posted 08-01-2017 16:53

    Yes, historical adherence was released 26-Jul: https://help.mypurecloud.com/releasenote/july-26-2017/

     

    You should also see a tooltip guide noting the added functionality:Screen Shot 2017-08-01 at 12.49.55 PM