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  • 1.  Agent Performance View possessed?

    Posted 06-10-2019 02:46
    Edited by Darryn Chang 06-10-2019 02:55
      |   view attached
    No replies, thread closed.
    I'm a little confused, upon conducting a metrics check using Performance>Agents over a week period, it displays the actual amount and about 30 seconds later it adjusts and then reduces/ removes total answered calls to single digits.
    Is this a design flaw?
    Why would it be doing such a thing and not providing the actual results?
    I thought it was because I was looking at the current day but this is from last week and have even done a check from a months ago.

    Attached is a capture, i refresh to gain the view I am seeking, then it changes, is it possessed?

    Case # 0002556845

    #Outbound

    #Reporting/Analytics
    #Unsure/Other

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------
    ​


  • 2.  RE: Agent Performance View possessed?

    Posted 06-11-2019 11:31
    No replies, thread closed.
    Hi Darryn,

    I am sorry you are having issues. That behavior is not intentional. Can you still reproduce the issue? If so, please file a support case and we will investigate.

    ------------------------------
    Maisey Harris
    Development Group Manager, Reporting & Analytics UI
    Genesys
    ------------------------------



  • 3.  RE: Agent Performance View possessed?

    Posted 06-12-2019 01:11
    No replies, thread closed.
    Unfortunately yes its still happening. @Maisey Harris
    While I raised a case the same day of posting this, I have had more response from you than the case manager advising he will investigate.





    ​​

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------

    Original Message


  • 4.  RE: Agent Performance View possessed?

    Posted 06-13-2019 08:34
    No replies, thread closed.
    Darryn. I followed up with care on your case yesterday and they should be reaching out to collect additional information that will help us reproduce accordingly.  We tried internally in development and were not successful.

    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Agent Performance View possessed?

    Posted 06-20-2019 17:40
    No replies, thread closed.
    Watching that video, the timing seems eerily similar to an issue we have.

    On the Queues Performance screens, we get the data from the previous time interval ADDING to the calls in the new interval. 

    It will sort itself after pushing the refresh button, BUT reverts back to the old behavior in about the same time as your video seems to be "possessed".

    Does pushing the refresh button fix your issue, albeit temporarily ?

    ------------------------------
    Harry Harris
    WESTPAC NEW ZEALAND LIMITED
    ------------------------------



  • 6.  RE: Agent Performance View possessed?

    Posted 06-20-2019 18:53
    No replies, thread closed.
    Hi Harry,

    We believe we found a fix for Darryn's issue, and it's specific to the agent performance summary view. If you are seeing a different issue with queue performance, we definitely want to investigate that for you. Have you opened a support case? If so, please send me the case number. Once we get specifics, the development team should be able to get a fix in for you.

    ------------------------------
    Maisey Harris
    Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------

    Original Message


  • 7.  RE: Agent Performance View possessed?

    Posted 06-20-2019 20:37
    No replies, thread closed.
    Afternoon Maisey.

    Thanks for the fast response. I have not created a ticket for this, as it appears to be only a visual bug that the refresh button fixes. 

    The data fixes itself by the end of the day, and doesn't "flow" into any reports in the incorrect amounts.

    Harry

    ------------------------------
    Harry Harris
    WESTPAC NEW ZEALAND LIMITED
    ------------------------------

    Original Message


  • 8.  RE: Agent Performance View possessed?

    Posted 06-21-2019 09:02
    No replies, thread closed.
    I'd love to get more info on that if you don't mind reaching out to Care with the details. Otherwise, we can try to reproduce it but it'll be a bit harder. Regardless, we want to track down that issue.

    ------------------------------
    Maisey Harris
    Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------

    Original Message


  • 9.  RE: Agent Performance View possessed?

    Posted 06-24-2019 22:32
    No replies, thread closed.
    Afternoon.

    Will see if I can get some screen shots etc.

    Screen shot 1 is where the last interval combines the volumes etc of the previous interval.

    Screenshot 2 is taken 1 minute later, after pressing refresh, and the final interval now displays correctly.

    Hope that helps.

    Harry

    ------------------------------
    Harry Harris
    WESTPAC NEW ZEALAND LIMITED
    ------------------------------

    Original Message


  • 10.  RE: Agent Performance View possessed?

    Posted 06-25-2019 15:38
    No replies, thread closed.
    thank you.  I have been able to reproduce a similar scenario.  Logging a ticket for dev to take a look at.

    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


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