Hi Shikha,

thanks for your message.

We would like to measure the performance of the agents per queue, with the objective of improving the performance of the team. If we can measure this data, we would like to set targets. But before that, I need to know that I have the right information.

I have already asked to find out how many days an agent has worked per month. it is not in any Genesys report automatically but I have used excel for it. With this, I have the productivity per agent (average numbers of interactions per agent per day)

However, at the moment I have not been able to find out the number of agents available per queue in a period of time.

Thank you very much in advance!!

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Silvia Vaquero

Cemex España Operaciones S.L.U.

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Original Message:

Sent: 01-20-2022 10:29

From: Shikha Khattar

Subject: Average Productivity per agent per day

Hi Silvia -

Could you specify what exactly are you using productivity for? What's your use case - is to measure agent performance? If yes, do you also have any goals associated for this KPI?

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Shikha Khattar

Genesys - Sr. Product Manager - Workforce Engagement Management

Original Message:

Sent: 01-19-2022 03:49

From: Silvia Vaquero

Subject: Average Productivity per agent per day

Hello,

I'm trying to calculate the monthly __productivity per agent__ __(I mean the average of interactions/per day/per agent),__ and I would like to have the total monthly interactions per queue (which I already have), the number of agents available in the filtered time interval (I can't find it) and the number of days the queue has been working (I can't find it either).

Is there any report to get the productivity per agent?

Or where can I find the number of available agents per queue (not assigned to the queue, but that have been connected in a period of time), and where can I consult the total number of days that a queue has been open?

thank you very much in advance!!

#Reporting/Analytics

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Silvia Vaquero

Cemex España Operaciones S.L.U.

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