Genesys Cloud CX

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  • 1.  Is there a way to list all agents belonging to a queue or Division?

    NEW MEMBER
    Posted 10-20-2021 12:42
    I'm looking for a way to list and then export to an Excel file all the agents within a queue and produce another list of agents within a Division.
    #SystemAdministration
    #Unsure/Other

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    Jean Lam
    Individual Only Contact Account
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  • 2.  RE: Is there a way to list all agents belonging to a queue or Division?

    GCAP Member
    Posted 10-21-2021 10:35
    I second that and would also like to be able to produce a listing of all agents having an ACD skill assigned plus the star rating.

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    Paul Soulodre
    Alberta Motor Association
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  • 3.  RE: Is there a way to list all agents belonging to a queue or Division?

    Posted 10-21-2021 15:20
    Hi,
    Small custom development yes. Standard features not focused on this so not sure.
    Kind Regards

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    Warren Beddie
    Noralogix PTY (Ltd)
    warren@noralogix.com
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  • 4.  RE: Is there a way to list all agents belonging to a queue or Division?

    Posted 10-22-2021 08:28
    There is not a way to export them right now.  I copy and then paste them into an Excel and then reformat it.

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    Nathan Smith
    ConvergeOne, Inc.
    ndsmith@convergeone.com
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  • 5.  RE: Is there a way to list all agents belonging to a queue or Division?

    Posted 10-22-2021 10:00
    Hi Nathan,
    If that is the manual way it seems a very long process, much easier using the Genesys Cloud APIs and some additional development
    Kind Regards

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    Warren Beddie
    Noralogix PTY (Ltd)
    warren@noralogix.com
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  • 6.  RE: Is there a way to list all agents belonging to a queue or Division?

    Posted 10-22-2021 14:29
    Great if you have internal resources that can do that for you, unfortunately my team doesn't have the skill - and the team that does handle all the API data loads into our datalake aren't too interested in user management as much as sales.

    I know how to run APIs - just not what to do with the output.

    I just wish I could download ALL data via CSV and then I could do whatever I needed to do for analysis.

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    Brenda Wynne
    Alcon Vision LLC
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  • 7.  RE: Is there a way to list all agents belonging to a queue or Division?

    Posted 10-22-2021 15:01
    Hi Brenda,
    We give RAW data as well as storing the data for 30 days as well as the ability to use the APIs for BI tools as a free services included in our reporting application that is designed by our clients. Our clients also complained they could not get the raw data for their BI systems, so we gave it away to them as an addon, think there are a few more CSVs added, but in general it is everything in Genesys Cloud analytics
    Kind Regards

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    Warren Beddie
    Noralogix PTY (Ltd)
    warren@noralogix.com
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  • 8.  RE: Is there a way to list all agents belonging to a queue or Division?

    GCAP Member
    Posted 10-22-2021 11:51

    I found this post asking similar question, check the CLI command recommend by @Robert Wakefield-Carl. I have not tried it myself.

    https://community.genesys.com/digestviewer29/viewthread?MessageKey=b5e07fc1-3cbf-49ae-bad5-8c8011bae1b3&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer#bmb5e07fc1-3cbf-49ae-bad5-8c8011bae1b3​



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    Vincent Sabolboro
    ATB Financial
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