Hi Stuart,
Nice to meet another PureInsights user! Depending on whether the WFH vs in office groups of agents will be static, here are some options I can think of using PureInsights to separate out metrics for the two groups.
* User location - You could do a union with the user_locations data table and filter based on location name. For example, for your in office agents, select any/all in office locations, and for the WFH agents, select either the WFH location/locations or do an exclude of all non-WFH location names,
* User details - If the WFH/in office split is at the team/supervisor level, similar to the above you could do a union with this data table and filter based on manager name.
* User roles - If WFH vs in office will be more dynamic rather than static, this might be something to consider. You could create a custom role with basic permissions (like employee, etc, or other permissions they already have) and call one "WFH Role" and one "In Office Role", and assign/unassign the appropriate role as their location shifts. Then do a union with the user_roles data table to filter based on role name.
I use the user details role in much of reporting to role it up to team levels and for ease of filtering certain agent groups. Admittedly I've not had a use case for the user roles data able as of yet, but based on my knowledge of PureInsights and how the data works, I have every reason to believe this should work. Something to try at least.
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Emily Kammerer
Ascendium Education Group, Inc.
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Original Message:
Sent: 04-07-2021 10:55
From: Stuart Walters
Subject: Genesys Cloud is Work-From-Home ready but there are some items to consider when transitioning
Hi Rebecca -
One question that I'm struggling to find an answer to is how to identify agents that are remote and report on their performance differently from those agents that are in the office. We are in the process of configuration prior to launching Genesys Cloud in June, and we expect to have about half of our staff in the office at any time due to Covid spacing guidelines. We'd like to be able to report on agent performance and differentiate performance when working remote vs. working in the office.
Moving forward, I can see how a report like this would be very helpful for identifying effectiveness of a work-from-home policy and agent eligibility for that program.
Is there an easy way to do this via an attribute that we could use? We're setting up PureInsights, so we believe that if we can identify an attribute, we can easily create reporting on it.
Thanks!
#RemoteWorkEnablement #RemoteAgents #WorkFromHome #Reporting
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Stuart Walters
LUMA Energy, LLC
Original Message:
Sent: 09-15-2020 04:15
From: Rebecca Harper
Subject: Genesys Cloud is Work-From-Home ready but there are some items to consider when transitioning
Many of our Customers have moved to working from home without a hitch, this year, however there were several Customers, in the ANZ region, that hit common hurdles. Here are some handy tips to get you started:
• Using WebRTC or remote number stations reduces the need to purchase extra hardware (these will have to be configured if not currently used)
• Check Edge ports and services that are required for WebRTC: https://help.mypurecloud.com/articles/ports-and-services-for-webrtc/
• Check bandwidth and environment requirements at the Edge and user locations to support WebRTC stations, as internet traffic will increase.
o Bandwidth Calculator: https://help.mypurecloud.com/articles/bandwidth-calculator/
o Network readiness assessment: http://australia.pna.inindca.com:8080/myspeed/purecloud_presales_version_1.html
o WebRTC test: https://apps.mypurecloud.com.au/webrtc-troubleshooter/
• Check trunk capacities with the carrier if you intend to use remote number stations, as it will double the use of that.
You can also visit our FAQ sheet on Remote Workers: https://www.genesys.com/en-sg/emergency-response/remote-workers-faq for more helpful hints.
To those who have already transitioned to WFH we would love to hear about your experiences.
#RemoteWorkEnablement
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Rebecca Harper
Genesys - Employees
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