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  • 1.  Agents performance

    Posted 09-27-2019 05:24
    No replies, thread closed.
    Hello,

    In the Performance/Queues Activity/Agents section

    Would it be possible to generate statistics per hour ?

    Best regards,
    #Reporting/Analytics

    ------------------------------
    Charaf Eddine Chemlal
    Dimension Data France
    ------------------------------


  • 2.  RE: Agents performance

    Posted 09-27-2019 09:30
    No replies, thread closed.
    "Possible" is most likely a yes. However there is no option to do so. You can submit an enhancement request through Ideas to be able to change the amount of time covered by the Interval on the Ideas Lab (I didn't see one already in place).

    @Darlene Oordt we don't already have plans to make the Interval time selectable, do we (so someone like Charaf can choose 1 hour vs. 1/2 hour, etc.)?​

    https://help.mypurecloud.com/articles/configure-contact-center-analytics-settings/

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: Agents performance

    Posted 09-27-2019 09:44
    No replies, thread closed.
    As George mentioned, today the detail views allow you to see the data by 30 minute interval, day or week.     

    Additionally, the date picker will allow you narrow down data for a defined interval (i.e. 1 hour), but that won't show all the 1 hour increments - just the one you've currently selected. 

    If you'd like to see other intervals supported those would be requested via the Ideas Lab.  


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

    Original Message


  • 4.  RE: Agents performance

    Posted 09-27-2019 10:14
    No replies, thread closed.
    Thank you @George Ganahl & @Darlene Oordt for your answers.

    How I could generate information on the number of calls taken by agents every half hour over the whole day​​​ ?

    I would like a view with all the 1/2 hour increments.

    Regards,

    ------------------------------
    Charaf Eddine Chemlal
    Dimension Data France
    ------------------------------

    Original Message


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