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  • 1.  Agent location/IP address reporting

    Posted 05-02-2023 13:27
    No replies, thread closed.

    Does anyone else feel it would be valuable to have the ability to report on dropped calls and other connectivity issues based on IP address of the call center representative?   We have a diverse working location configuration consisting of multiple physical locations in multiple countries as well as remote users.    It would be a great asset to be able to report on drops for instance and know the IP address of the Call Center representative who experienced the issue.    it would also to be valuable to understand from a WFM perspective what locations are answering the most calls.     From a drop perspective it would allow you to isolate potential issues to a building/floor perspective or in a remove situation identify a potential issue with an ISP 

    Please share your thoughts on if this would be valuable to your organization.


    #Reporting/Analytics

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    Darren Mastrangelo
    Senior Call Center Architect
    The Vanguard Group, Inc.
    ------------------------------


  • 2.  RE: Agent location/IP address reporting

    Posted 05-05-2023 23:24
    No replies, thread closed.

    There are many ideas for this.  The only thing you can identify is the Edge that the WebRTC is attached to and the region it is located in.  

    Here are ideas about IP information you can vote on:
    Last login information | Genesys Cloud Ideas Portal (aha.io)
    Add IP addresses and prior property to | Genesys Cloud Ideas Portal (aha.io)
    See Phones IP Address in Phone Management | Genesys Cloud Ideas Portal (aha.io)
    New column in any agent view that can | Genesys Cloud Ideas Portal (aha.io)
    Enhanced automatic user location | Genesys Cloud Ideas Portal (aha.io)



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Agent location/IP address reporting

    Posted 05-11-2023 08:13
    No replies, thread closed.

    My thought is that genesys log the IP address in conjunction with the conversation ID so that organizations can report on things like drops by subnetth of the telephony agent.    This would allow the call centers to quickly react in the event of a building-based network event or help identify potential work from home users experiencing drops and local ISPs could be contacted to resolve issues



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    Darren Mastrangelo
    The Vanguard Group, Inc.
    ------------------------------

    Original Message


  • 4.  RE: Agent location/IP address reporting

    Posted 05-12-2023 08:23
      |   view attached
    No replies, thread closed.

    Genesys is probably staying away from this for two reasons:
    1. Many clients do not utilize split-tunnel VPNs, so it would be of limited use (i.e. the corporate internet IP is what shows up)
    2. Where this is not the case, there are varied privacy laws across the globe, and I'm sure reporting employee IPs would be a breach of privacy somewhere... and then layer GDPR

    I think the best you could do is try to logically group agents by office/location and then display via something similar to the QoS dashboard we've developed. 



    ------------------------------
    Ivan Kovacevic
    Star Telecom
    www.startelecom.cloud
    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------



  • 5.  RE: Agent location/IP address reporting

    Posted 05-12-2023 08:40
    No replies, thread closed.

    End User IPs for employees  is a known and managed item.   be it in a work from home perspective or office based.   linking the IP address of the associate does not breach any type of privacy laws as all  machines are corporate owned and managed.   from our perspective this is all trackable and reportable.  I can see in some instances where that may not be the case but having this as an option definately adds value



    ------------------------------
    Darren Mastrangelo
    The Vanguard Group, Inc.
    ------------------------------

    Original Message


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