Genesys Cloud CX

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  • 1.  Agent performace filter on skill

    Posted 12-06-2021 10:23
    Hi All

    When I apply a filter on skill name, the agents are not filtered on the skill, am I missing something or is this a bug?

    What I am doing is filtering a queue name, this is fine, but then if I add a filter on skill, it still show agents that don't have the skill.

    Andy
    #Reporting/Analytics

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    Andy Jackson
    Ten Lifestyle Management Limited
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  • 2.  RE: Agent performace filter on skill

    GENESYS
    Posted 12-07-2021 08:10
    Hi Andy, there are 2 types of filters in the Agent Performance view:
    - Primary -- These are filters that limit the list of user rows. These filters can be found in the top left, using the magnifying glass & accompanying searchbox. These include user, division, group, and so on.
    - Secondary -- These are filters that limit the data for the set list of users. These filters can be found in the right side filter panel. These are things like skill, queue, and media type.

    In this case, skill is a secondary filter so it limits the data for the agents, but it doesn't actually limit the user rows. I hope that helps.

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    Maisey Harris
    Development Group Manager, Analytics UI & Reporting
    Genesys
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