Genesys Cloud - Main

I've been searching around in vain for an answer to this one and hope one of you good folks may have a suggestion!

I have a customer who needs a way to provide Agent level reporting by queue or queue level reporting by agent.

Apparently, Genesys used to provide the reporting in the out of box reporting but no longer has that.

Please let me know if we are missing something or you have any suggestions.

TIA

#Reporting/Analytics

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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
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hello, 
I use the interactions report to get a connection between agent and queue. You can also select other metrics here. Hope that helps.

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Maik Olk
IKEA Customer Support Center GmbH
Germany
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Hello Paul,

We at 2Ring have a cloud based solution for your Genesys Cloud CX™ platform for calculating & displaying real-time data as you mentioned either on large screens in contact centers (wallboards) and also directly on computer screens of supervisors, agents and even on mobile devices of executives (dashboards). Visual alert (color changes, blinking), audible alerts (one-time, repetitive), IM (Discord, Slack, Webex, Microsoft Teams), texting, and email alerts based on thresholds are also easy to setup and change on the fly. We are on the appfoundry see url: 

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Marco Hirschmann
2Ring America, Inc.
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