Genesys Cloud - Main

 View Only

Discussion Thread View

  • 1.  Agent level Reporting

    Posted 20 days ago

    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

    ------------------------------
    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
    ------------------------------


  • 2.  RE: Agent level Reporting
    Best Answer

    Posted 19 days ago

    hello, 
    I use the interactions report to get a connection between agent and queue. You can also select other metrics here. Hope that helps.



    ------------------------------
    Maik Olk
    IKEA Customer Support Center GmbH
    Germany
    ------------------------------

    Original Message


  • 3.  RE: Agent level Reporting

    Posted 19 days ago

    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: 

    https://appfoundry.genesys.com/filter/genesyscloud/listing/69ac3fa5-b73a-4624-b26b-d0de5eafae3b
    If you need anything or require more info let me know.

    Regards,

    Marco


    ------------------------------
    Marco Hirschmann
    2Ring America, Inc.
    ------------------------------

    Original Message


Need Help finding something?

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