Genesys Cloud - Main

Hello all, 

I ran into an issue when running Agent performance for our Email agents. I had 1 agent who was showing that she didnt handle any emails for the date range selected, but I knew she was clocked in and was handling emails. I come to find out that she was clearing out a backlog of older emails (2 weeks old) and that the performance workspace only counts emails handled based on the date the email was sent. 

Is there a way to filter Email interactions handled by the day it was handled, not sent?
#DigitalChannels

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nicholas Argeson
Bethlehem Shared Services LLC.
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Not that I can see.  I don't even see an idea for this.  Best is to submit an idea here for that: https://genesyscloud.ideas.aha.io/ideas.  I understand the principle behind this in that we need determine total handle time from when it enters the system.

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 12-15-2022 10:52
From: nicholas Argeson
Subject: Agent Performance- Filter emails answered by answer date

Hello all,

I ran into an issue when running Agent performance for our Email agents. I had 1 agent who was showing that she didnt handle any emails for the date range selected, but I knew she was clocked in and was handling emails. I come to find out that she was clearing out a backlog of older emails (2 weeks old) and that the performance workspace only counts emails handled based on the date the email was sent.

Is there a way to filter Email interactions handled by the day it was handled, not sent?
#DigitalChannels

------------------------------
nicholas Argeson
Bethlehem Shared Services LLC.
------------------------------