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Developing Performance Dashboard in Genesys Cloud

  • 1.  Developing Performance Dashboard in Genesys Cloud

    Posted 03-03-2021 06:57
    Good afternoon,

    We are developing the dashboard for our supervisors and we found some limitations with Genesys Cloud:

    1) We have an agent widget with all the information (Agent, Time in, Status and Duration) and all the agents are shown without a specific order. Did anyone find a workaround to order by a field? (For example, Status)

    2) We also created secondary statuses, since it is not possible to create principal statuses, but they are not configurable in Perfomance Dashboards. Did anyone find a workaround?

    3) We would like to check in the Dashboard every agent that is in a Queue, for example:
    • Agent 1 + What is she/he/they doing
    • Agent 2 + What is she/he/they doing
    • Agent 3 + What is she/he/they doing
    It is also not possible to do; did anyone find a workaround to replicate the example or something similar?

    In addition, is someone using another way to develop dashboards?

    Thank you!

    Frederic Prat
    Factor Energia

  • 2.  RE: Developing Performance Dashboard in Genesys Cloud

    Top 25 Contributor
    Posted 03-07-2021 21:43
    Avtex has real-time dashboards in Power BI that can do this.  It is all done through the API.   I the views, you would need to save based on a filter for each queue.  Also, the new Agent Milestones might be able to get you closer when it comes out as well as the Teams view.  With Analytics Workspace, you can easily have these view in different workspaces and view them with a click.

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect