Will Genesys provide an ad hoc reporting option to pull agents' performance data? Currently, we are limited in the amount of data we can retrieve for a team of agents. If we need to drill down into interactions or individual queue totals, we have to look at each agent separately. Will Genesys create an ad hoc feature or add more filters to facilitate this process?

Will Genesys provide an ad hoc reporting option to pull agents' performance data? Currently, we are limited in the amount of data we can retrieve for a team of agents. If we need to drill down into interactions or individual queue totals, we have to look at each agent separately. Will Genesys create an ad hoc feature or add more filters to facilitate this process?

Hi Robert,

I understand the need for more flexible reporting options to efficiently analyze agent performance across teams and queues. Currently, Genesys Cloud offers several tools that might help address these requirements:

1. Performance Dashboards: These dashboards provide a comprehensive view of agent and queue performance metrics. You can customize widgets to display specific data points relevant to your analysis.
2. Scheduled Reports: You can set up scheduled reports to receive regular updates on agent performance metrics. These reports can be configured to include specific agents, queues, and time frames, providing a more tailored view of the data.
3. Analytics API: For more advanced reporting needs, the Analytics API allows you to extract detailed interaction and performance data. This data can be used to create custom reports that cater to your specific requirements.

Additionally, Genesys is continually working to enhance its reporting capabilities.  I think ANLS-I-217 will give you what you are looking for.  If you agree, please upvote it.

Thanks!

Greg

Will Genesys provide an ad hoc reporting option to pull agents' performance data? Currently, we are limited in the amount of data we can retrieve for a team of agents. If we need to drill down into interactions or individual queue totals, we have to look at each agent separately. Will Genesys create an ad hoc feature or add more filters to facilitate this process?

Thank you for your responses. While we currently utilize these features, they do not replace the need for the ability to create ad hoc reports customized to our business. Even when using the dashboard, there are limitations to the view, as there are no filter options to dive into each agent's behavior. Additionally, the performance tab lacks the necessary depth for comprehensive analysis.

Hi Robert,

I understand the need for more flexible reporting options to efficiently analyze agent performance across teams and queues. Currently, Genesys Cloud offers several tools that might help address these requirements:

1. Performance Dashboards: These dashboards provide a comprehensive view of agent and queue performance metrics. You can customize widgets to display specific data points relevant to your analysis.
2. Scheduled Reports: You can set up scheduled reports to receive regular updates on agent performance metrics. These reports can be configured to include specific agents, queues, and time frames, providing a more tailored view of the data.
3. Analytics API: For more advanced reporting needs, the Analytics API allows you to extract detailed interaction and performance data. This data can be used to create custom reports that cater to your specific requirements.

Additionally, Genesys is continually working to enhance its reporting capabilities.  I think ANLS-I-217 will give you what you are looking for.  If you agree, please upvote it.

Thanks!

Greg

Will Genesys provide an ad hoc reporting option to pull agents' performance data? Currently, we are limited in the amount of data we can retrieve for a team of agents. If we need to drill down into interactions or individual queue totals, we have to look at each agent separately. Will Genesys create an ad hoc feature or add more filters to facilitate this process?

Hi Robert,

As a GC3 customer, you have access to Gamification for your agents. This allows you to define performance targets for certain metrics, present them to your agents in the form of scorecards, and gives supervisors access to a holistic view of how all agents perform towards those goals through Agent activity insights.

You can filter and sort Insights by total score, % of goal achieved towards performance targets, improvement or decline in performance in the current reporting period compared to the previous reporting period - then drill down into the specifics of one agent and their individual KPIs.

Maybe this may help you with what you're trying to understand and/or eliminate the need to export performance data.

Thank you for your responses. While we currently utilize these features, they do not replace the need for the ability to create ad hoc reports customized to our business. Even when using the dashboard, there are limitations to the view, as there are no filter options to dive into each agent's behavior. Additionally, the performance tab lacks the necessary depth for comprehensive analysis.

Hi Robert,

I understand the need for more flexible reporting options to efficiently analyze agent performance across teams and queues. Currently, Genesys Cloud offers several tools that might help address these requirements:

1. Performance Dashboards: These dashboards provide a comprehensive view of agent and queue performance metrics. You can customize widgets to display specific data points relevant to your analysis.
2. Scheduled Reports: You can set up scheduled reports to receive regular updates on agent performance metrics. These reports can be configured to include specific agents, queues, and time frames, providing a more tailored view of the data.
3. Analytics API: For more advanced reporting needs, the Analytics API allows you to extract detailed interaction and performance data. This data can be used to create custom reports that cater to your specific requirements.

Additionally, Genesys is continually working to enhance its reporting capabilities.  I think ANLS-I-217 will give you what you are looking for.  If you agree, please upvote it.

Thanks!

Greg

Will Genesys provide an ad hoc reporting option to pull agents' performance data? Currently, we are limited in the amount of data we can retrieve for a team of agents. If we need to drill down into interactions or individual queue totals, we have to look at each agent separately. Will Genesys create an ad hoc feature or add more filters to facilitate this process?

Thank you for your response. We have found that the Gamification feature is also limited in terms of holding our agents accountable. We hope that Genesys will release an option for agents to view their actual adherence in the upcoming roadmap releases, as this might help with some of the functionality we are looking for.

------------------------------
Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.

Original Message:
Sent: 02-07-2025 10:52
From: Eduard Roehrich
Subject: Agents Performance

Hi Robert,

As a GC3 customer, you have access to Gamification for your agents. This allows you to define performance targets for certain metrics, present them to your agents in the form of scorecards, and gives supervisors access to a holistic view of how all agents perform towards those goals through Agent activity insights.

You can filter and sort Insights by total score, % of goal achieved towards performance targets, improvement or decline in performance in the current reporting period compared to the previous reporting period - then drill down into the specifics of one agent and their individual KPIs.

Maybe this may help you with what you're trying to understand and/or eliminate the need to export performance data.

------------------------------
Eduard Roehrich
Staff Product Manager

Original Message:
Sent: 02-06-2025 13:55
From: Robert Gacula
Subject: Agents Performance

Thank you for your responses. While we currently utilize these features, they do not replace the need for the ability to create ad hoc reports customized to our business. Even when using the dashboard, there are limitations to the view, as there are no filter options to dive into each agent's behavior. Additionally, the performance tab lacks the necessary depth for comprehensive analysis.

------------------------------
Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.

Original Message:
Sent: 02-05-2025 16:51
From: Greg Cole
Subject: Agents Performance

Hi Robert,

I understand the need for more flexible reporting options to efficiently analyze agent performance across teams and queues. Currently, Genesys Cloud offers several tools that might help address these requirements:

1. Performance Dashboards: These dashboards provide a comprehensive view of agent and queue performance metrics. You can customize widgets to display specific data points relevant to your analysis.
2. Scheduled Reports: You can set up scheduled reports to receive regular updates on agent performance metrics. These reports can be configured to include specific agents, queues, and time frames, providing a more tailored view of the data.
3. Analytics API: For more advanced reporting needs, the Analytics API allows you to extract detailed interaction and performance data. This data can be used to create custom reports that cater to your specific requirements.

Additionally, Genesys is continually working to enhance its reporting capabilities.  I think ANLS-I-217 will give you what you are looking for.  If you agree, please upvote it.

Thanks!

Greg

------------------------------
Greg Cole
Principal Product Manager, Genesys Cloud
Reporting and Analytics

Original Message:
Sent: 02-03-2025 15:09
From: Robert Gacula
Subject: Agents Performance

Will Genesys provide an ad hoc reporting option to pull agents' performance data? Currently, we are limited in the amount of data we can retrieve for a team of agents. If we need to drill down into interactions or individual queue totals, we have to look at each agent separately. Will Genesys create an ad hoc feature or add more filters to facilitate this process?

#Reports

------------------------------
Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.
------------------------------

The ability for agents to see their own adherence % is a planned feature. This will first be introduced on the Overview page of the Agent Activity as a widget for agents. @Belinda Herrera is currently chartering this feature and can comment further on the topic.

We also discussed adding the ability to configure adherence as a Gamification metric (alongside the existing metrics Punctuality and Conformance), since this is commonly requested - this is not currently planned but may be something we will explore in the future based on the feedback for that agent widget.

------------------------------
Eduard Roehrich
Staff Product Manager

Original Message:
Sent: 02-07-2025 11:15
From: Robert Gacula
Subject: Agents Performance

Thank you for your response. We have found that the Gamification feature is also limited in terms of holding our agents accountable. We hope that Genesys will release an option for agents to view their actual adherence in the upcoming roadmap releases, as this might help with some of the functionality we are looking for.

------------------------------
Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.

Original Message:
Sent: 02-07-2025 10:52
From: Eduard Roehrich
Subject: Agents Performance

Hi Robert,

As a GC3 customer, you have access to Gamification for your agents. This allows you to define performance targets for certain metrics, present them to your agents in the form of scorecards, and gives supervisors access to a holistic view of how all agents perform towards those goals through Agent activity insights.

You can filter and sort Insights by total score, % of goal achieved towards performance targets, improvement or decline in performance in the current reporting period compared to the previous reporting period - then drill down into the specifics of one agent and their individual KPIs.

Maybe this may help you with what you're trying to understand and/or eliminate the need to export performance data.

------------------------------
Eduard Roehrich
Staff Product Manager

Original Message:
Sent: 02-06-2025 13:55
From: Robert Gacula
Subject: Agents Performance

Thank you for your responses. While we currently utilize these features, they do not replace the need for the ability to create ad hoc reports customized to our business. Even when using the dashboard, there are limitations to the view, as there are no filter options to dive into each agent's behavior. Additionally, the performance tab lacks the necessary depth for comprehensive analysis.

------------------------------
Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.

Original Message:
Sent: 02-05-2025 16:51
From: Greg Cole
Subject: Agents Performance

Hi Robert,

I understand the need for more flexible reporting options to efficiently analyze agent performance across teams and queues. Currently, Genesys Cloud offers several tools that might help address these requirements:

1. Performance Dashboards: These dashboards provide a comprehensive view of agent and queue performance metrics. You can customize widgets to display specific data points relevant to your analysis.
2. Scheduled Reports: You can set up scheduled reports to receive regular updates on agent performance metrics. These reports can be configured to include specific agents, queues, and time frames, providing a more tailored view of the data.
3. Analytics API: For more advanced reporting needs, the Analytics API allows you to extract detailed interaction and performance data. This data can be used to create custom reports that cater to your specific requirements.

Additionally, Genesys is continually working to enhance its reporting capabilities.  I think ANLS-I-217 will give you what you are looking for.  If you agree, please upvote it.

Thanks!

Greg

------------------------------
Greg Cole
Principal Product Manager, Genesys Cloud
Reporting and Analytics

Original Message:
Sent: 02-03-2025 15:09
From: Robert Gacula
Subject: Agents Performance

Will Genesys provide an ad hoc reporting option to pull agents' performance data? Currently, we are limited in the amount of data we can retrieve for a team of agents. If we need to drill down into interactions or individual queue totals, we have to look at each agent separately. Will Genesys create an ad hoc feature or add more filters to facilitate this process?

#Reports

------------------------------
Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.
------------------------------