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  • 1.  Aggregate Lines

    Posted 10-01-2019 06:53
    No replies, thread closed.
    Hello. In our Contact Center we have two Lines. How can we export a report with the aggregated results? I´ve tried several reports and the results appear separated by line. Can you help me please?
    #Reporting/Analytics

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    Goncalo Silva
    Departamento de Jogos da Santa Casa da Misericórdia de Lisboa
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  • 2.  RE: Aggregate Lines

    Posted 10-02-2019 09:25
    No replies, thread closed.
    Hi Goncala,

    Thanks for reaching out! I think we can accomplish what you're looking for via the Queues Performance views. If you navigate to the Queues Performance Summary View and filter for your 2 queues, there will be an option to View as Group, which will take you to an Aggregate Queues Performance Detail View, which will aggregate statistics across both of your queues. More information on how to access that can be found in the resource center here https://help.mypurecloud.com/articles/view-aggregate-performance-data-for-users-or-queues/. Additionally, once on that view, you'll find the ability to export that data, which will give you a csv file aggregating your data across your two queues without separating them by queue. More information on how to export your view can be found here https://help.mypurecloud.com/articles/export-view-data/. If this is a thing you would like to do regularly, I also encourage you to save the view for easy access, more here https://help.mypurecloud.com/articles/save-a-views-filters-and-column-settings/.
    I hope that helps!

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    Maisey Harris
    Development Group Manager, Analytics UI & Reporting
    Genesys
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    Original Message


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