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  • 1.  Agent performance to interactions drill down for one an agent

    Posted 04-07-2025 14:29
    No replies, thread closed.

    When you filter for a specific agent in the Agent Performance report, the data is set for that agent.  When you go into the interactions report within the Agent Performance report, the data contains all agents that were part of the call.  Is there a way to isolate the view to only show stats such as transfer, consult transfer and consult tied to only that one agent ?

    Thanks for any info you can provide.


    #PerformanceViews

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    Joseph Greco
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  • 2.  RE: Agent performance to interactions drill down for one an agent
    Best Answer

    Posted 04-08-2025 09:37
    No replies, thread closed.

    Hi Joseph,

    There isnt a way of filtering the interaction stats to just the one agent in that view, the Agent Performance is to show the metrics specific to the agent, where as the Interactions view is for showing all Interactions linked to the agent.

    Can you provide a bit more insight into what you are trying to achieve?  You want to see the metrics for the the specific agent for each interaction?



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Agent performance to interactions drill down for one an agent

    Posted 04-08-2025 13:47
    No replies, thread closed.

    We have the Conversation data loading into Hadoop.  Trying to build out a Transfer / Consult Transfer / Consult Destination.  The nconsult with no customer transfer is not available to select as a KPI on the Agent Performance view.  Only Blind and Consult Transfer are.  Was hoping to find a way to validate Consult like I was able to with Blind and Consult Transfer.  Thanks !



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    Joseph Greco
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    Original Message


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