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  • 1.  Report with combined metrics for multiple queues

    Posted 09-16-2019 11:52

    Is there a report that can generate monthly metrics for multiple queues that is not separated out per queue?

    I have found where you can run a report on multiple queues and it separates the data per queue but we have a client that would like the data for several queues combined.



    Thank you in advance!

    -Todd


    #Reporting/Analytics

    ------------------------------
    Todd Varden
    Powernet Global Telecommunications
    ------------------------------


  • 2.  RE: Report with combined metrics for multiple queues

    GENESYS
    Posted 09-16-2019 13:28
    @Darlene Oordt I think you've shared in the past on how to combine multiple queues into one Performance view, but I can't find that thread.

    Thoughts?​

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
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  • 3.  RE: Report with combined metrics for multiple queues

    GENESYS
    Posted 09-16-2019 14:40

    See https://help.mypurecloud.com/articles/queues-performance-summary-view/ under View Aggregate Data – you'll see instructions that there will be a View As Group link next to your list of filtered queues – if you click on this link then the detail view will load with the aggregate data.



    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
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  • 4.  RE: Report with combined metrics for multiple queues

    Posted 09-16-2019 15:01
    The client is looking to be able to generate a monthly report that shows the metrics for multiple queues, not a Performance dashboard view.

    Is there a way to run a monthly report with the metrics for multiple queues grouped together instead of broken out per queue?


    -Todd

    ------------------------------
    Todd Varden
    Powernet Global Telecommunications
    ------------------------------



  • 5.  RE: Report with combined metrics for multiple queues

    GENESYS
    Posted 09-16-2019 15:50
    Not within PureCloud. You will need to use something from AppFoundry, like PureInsights.

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 6.  RE: Report with combined metrics for multiple queues

    GENESYS
    Posted 09-16-2019 15:50
    Or create your own app to pull data using the Analytics API.

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 7.  RE: Report with combined metrics for multiple queues

    GENESYS
    Posted 09-16-2019 15:55
    You can use the view as group and then export to CSV...   We are working on PDF export as well so the ability to build a more 'report' format is in development.

    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------



  • 8.  RE: Report with combined metrics for multiple queues

    Posted 09-16-2019 16:10
    Ok, I'll let them know the export options for now.

    Thank you both for the quick replies!!


    -Todd

    ------------------------------
    Todd Varden
    Powernet Global Telecommunications
    ------------------------------



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