Genesys Cloud CX

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  • 1.  Reporting on Coaching/Monitoring in-progress interactions

    Posted 01-19-2022 18:36
    Hey there!

    So we've started the process for implementing a "Tier 2 Tech Support" that our customer service agents can reach out to for help on complex technical issues. I know that we have the option to report on these Tier 2 agents monitoring these customer service agents, however I don't see anything that will allow us to report when a Tier 2 agent needs to actively coach that in-progress interaction.

    Am I missing something or is this something that hasn't quite been implemented yet because coaching is such a new feature? If that's not implemented yet, are there any possible work arounds until "coaching" is added as a column option? (Something I've thought about is implementing a custom status and reporting on that but there are limited options here as well)
    #Reporting/Analytics

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    Jonathan L
    Outdoor Network LLC
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  • 2.  RE: Reporting on Coaching/Monitoring in-progress interactions

    Posted 01-20-2022 00:50
    Nothing in there yet, but great idea.  I added this on ideas for you to vote on:  https://genesyscloud.ideas.aha.io/ideas/ANLS-I-928

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Reporting on Coaching/Monitoring in-progress interactions

    GENESYS
    Posted 01-21-2022 08:13
    We are working to plumb in another 'coaching' column and will add one for 'barge-in' as well when that is ready.  In the meantime - while this isn't perfect, you could use the analytics/details API to find participants where there is a coaching segment.  Here is an example below (note, this will be on the 'user' participant.

    "metrics": [
    {
    "emitDate": "2022-01-21T13:10:25.473Z",
    "name": "tCoachingComplete",
    "value": 11330
    }
    ],
    "segments": [
    {
    "conference": false,
    "segmentEnd": "2022-01-21T13:10:14.143Z",
    "segmentStart": "2022-01-21T13:10:10.268Z",
    "segmentType": "alert"
    },
    {
    "conference": false,
    "disconnectType": "client",
    "segmentEnd": "2022-01-21T13:10:25.473Z",
    "segmentStart": "2022-01-21T13:10:14.143Z",
    "segmentType": "coaching"

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    Chris Bohlin
    Product Manager - PureCloud
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