HI All,
We also have a bit of movement in our contact centres and have established the following:
1. Set agent to inactive when they leave the contact centre permanently
- Note that setting an agent inactive does not impact queue based statistics (queue activity/performance report) in terms of offered/answered etc
- It does impact agent based reports (interactions - which you can select inactive users); performance ->Agent report
- I do note that the Queues->Performance does have a filter for inactive users; which may assist some users (in which you would still have to create filters on users)
- Every month we report on the previous month and reset those that have left from inactive to active; run the agent based reports and then set them back to inactive.
- This then shows for the reporting period the agents activity that have left in the preceding month.
Considering we track movements in contact centre staff (moves/resignations etc) we have found this to operate pretty well. However, we also did find that setting
everyone back to active for the purposes of these reports (rather than just the ones that left in the previous month) did increase our peak license usage (staff did not always log out of the system) on the day we set them back to active so care needs to be taken here.
It sounds like
@Darlene Oordt suggestion of adding inactive users to the Performance ->Agent report (is that what you meant?) might also assist us here as well. Voted on idea
CLINB-I-717 Hope this helps others.
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James Ross
Fair Work Ombudsman
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Original Message:
Sent: 11-05-2019 09:42
From: Tonna Winkers
Subject: Removing an agent from PureCloud
When an agent is removed from PureCloud what happens to the data under that agent for reporting purposes?
Example:
Agent Activity for that month - That agent is no longer there to pull into the data
Metrics by queue - will that data for that agent still pull into the metrics?
Thanks!
#Reporting/Analytics
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Tonna Winkers
Credit Union National Association, Inc.
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