Hi Hichem, thanks for this! Yes, it was brought up and we're looking into it. Will hopefully be able to post something here soon.
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Leor Grebler
Genesys - Employees
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Original Message:
Sent: 01-04-2022 05:50
From: Hichem AGREBI
Subject: Tracking Agent Attrition (new feature)
There was another thread about this subject: Did you know.....you can Track Agent Attrition?
I had noted that there is currently an API to get the user state with the reason (stateChangeReason) selected when deactivating or deleting the user.
However there is an issue with the API GET/api/v2/users/{userId}/state as it returns an error message about a missing permission [directory:userStateChange:view]
The indicated permission (directory:userStateChange:view) does however not exist and cannot be selected or assigned to any role.
This API should be useful and good enough for a start if it works and ideally the agent attrition reasons defined under [StateChangeReason] (with allowable values: Voluntary, Seasonal, Leave, Performance, Conduct, Unknown) should be updatable with custom reasons.
Anyone has managed to use the state API without getting a permission error?
Thanks
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Hichem AGREBI
hichem.agrebi@cc-expertise.com
CC-Expertise Ltd
Original Message:
Sent: 01-03-2022 06:13
From: Leor Grebler
Subject: Tracking Agent Attrition (new feature)
We're looking at options for what we'll be doing next for agent attrition tracking. Will update as this become firm in roadmap.
Hope to have more soon!
Leor
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Leor Grebler
Genesys - Employees
Original Message:
Sent: 12-30-2021 08:07
From: Aleksandar Narancic
Subject: Tracking Agent Attrition (new feature)
Hi there,
I just wanted to chime in for a follow up on this. I didn't see anything changing in regards to attrition reporting... Has there been a feature that I maybe missed?
Best regards
Aleksandar
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Aleksandar Narancic
Star Telecom
Original Message:
Sent: 03-29-2021 16:58
From: Leor Grebler
Subject: Tracking Agent Attrition (new feature)
Thanks so much for the feedback! We're actually putting together next steps for this feature. Would you be open to a quick call for more details on how you're looking to use this? leor.grebler@genesys.com
Looking forward to connecting!
Leor
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Leor Grebler
Genesys - Employees
Original Message:
Sent: 02-24-2021 15:01
From: Will Bellerby
Subject: Tracking Agent Attrition (new feature)
Hello,
Is there more info on where/how/when we can access the attrition data collected with this new feature?
Track agent attrition - Genesys Cloud Resource Center
Thanks
#Reporting/Analytics
#Roadmap/NewFeatures
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Will Bellerby
Pyrios NZ Ltd
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