Hi all, 
  We can't seem to identify a simple report that helps supervisors keep track of a group Agents status in real time.

Performance>Agents doesn't work because:

• no filter for offline agents
• no sort on status

Queue Activity>Click a queue, the right hand box showing agents is basically perfect except that is only a single queue and not all agents are in any one queue

This feels like a simple ask, but i can't seem to find the answer!
#Reporting/Analytics

------------------------------
William Tracy

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Hi William,

I believe there are some ideas in the ideas lab related to sorting by status. Until they add that feature, you could create a dummy queue with all of the agents in it and open it in the queues activity view.

You may be able to use dashboards, but it would be a pain to setup and maintain.

Custom dev would be a last resort.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC
------------------------------

Original Message:
Sent: 06-24-2020 15:57
From: William Tracy
Subject: Agent Status Reporting

Hi all,
  We can't seem to identify a simple report that helps supervisors keep track of a group Agents status in real time.

Performance>Agents doesn't work because:

• no filter for offline agents
• no sort on status

Queue Activity>Click a queue, the right hand box showing agents is basically perfect except that is only a single queue and not all agents are in any one queue

This feels like a simple ask, but i can't seem to find the answer!
#Reporting/Analytics

------------------------------
William Tracy

------------------------------

Hi William, 
This is a late response so might not be of any value to you. The world of Cloud SAAS models using API's is a business driving step forward if done the right way.
Genesys Cloud APIs are very advanced in the world cloud call centre space and are definitely not going to get less, just more and better. However, there are negative sides to development e.g. cost, developers saying they know what is going on and they don't, continuous modifications required in a workable time frame etc. In saying this waiting for features you require to be delivered while the API data is there already well that is your choice, having the correct developers who understand your business drivers and can deliver efficiently and cost effective, that is the perfect start. .  . 
Kind Regards

------------------------------
warren beddie
Noralogix PTY (Ltd)
warren@noralogix.com
------------------------------

Original Message:
Sent: 06-24-2020 15:57
From: William Tracy
Subject: Agent Status Reporting

Hi all,
  We can't seem to identify a simple report that helps supervisors keep track of a group Agents status in real time.

Performance>Agents doesn't work because:

• no filter for offline agents
• no sort on status

Queue Activity>Click a queue, the right hand box showing agents is basically perfect except that is only a single queue and not all agents are in any one queue

This feels like a simple ask, but i can't seem to find the answer!
#Reporting/Analytics

------------------------------
William Tracy

------------------------------