PureConnect

 View Only

Discussion Thread View

  • 1.  Seeing Total Talk Time

    Posted 07-11-2017 21:42
    Is there a way to display users' total talk time for the day? If so which view would that be in and what custom column would I have to add to see it?


  • 2.  RE: Seeing Total Talk Time

    GENESYS
    Posted 07-11-2017 22:18
    About the only place I can think of is in the User Productivity report. Not in real-time stats.


  • 3.  RE: Seeing Total Talk Time

    Posted 07-12-2017 00:11
    Run the "User Availability Detail" report


  • 4.  RE: Seeing Total Talk Time

    Posted 07-12-2017 18:53
    Were you able to see the attached part of your user availability detail report which gives you the summary of agent's activities during the day? [ATTACH]823[/ATTACH]


  • 5.  RE: Seeing Total Talk Time

    Posted 07-13-2017 16:20
    Yes, the report worked for me, but I was hoping to find a solution to see it in real time.


  • 6.  RE: Seeing Total Talk Time

    Posted 07-13-2017 18:10
    We also use 1. Real time Adherence to monitor the Agent status as well as 2. Adherence Exceptions.


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources