Workforce Engagement Management

Our Managers are personally moving the Representatives back to "On Queue" when they are spending too much time in a status without informing us.  The question I have is there a report that will show the Managers moving the MSR's from on status to another?  This report would be good if can see they report by Manager, by Representative and by Queue.     

This information will be great for coaching and communication.

Thanks!

#RealTimeMonitoring

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Rob Luckett
Workforce Analyst Manager Member Service Center
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Unfortunately, the Audit Viewer does not track that manual status change by a supervisor as far as I can find. Hopefully someone else has a solution.

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George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year
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