Genesys Cloud (formerly PureCloud)

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Agent Status Reporting

  • 1.  Agent Status Reporting

    GCAP Member
    Posted 8 days ago
    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

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    William Tracy

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  • 2.  RE: Agent Status Reporting

    Top 25 Contributor
    Posted 7 days ago
    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,

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    Daniel McLeod
    Qsect LLC
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