A place to ask questions, connect with others, and stay in the know
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!!
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.