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Is there a way to be able to look up call trends in Genesys Cloud and pull the report for the past 30 days? Meaning if a manager wanted to pull trends for when they get the most calls for the past 90 days, what is the best way to find this? We are getting a request for this, and I was able to get them the break down for the previous months via the Queue Performance Detail>Export>Scheduled Report> 30 minute intervals, but that is too much data to analyze. They are looking for more a graph or some way to see the past months of call volume?
Please help and let me know if this was confusing.
So, the best way to simply show this is to use the Queue Performance View and then add the queues to a filter, you can then choose the multiple months and see a graph with the different columns you choose. If you hover over one of the data points, you get the total.
They want to see the graphs in 30 minute intervals that show the peak times for each month. I'm not sure if this is even possible, but I figured I would put it out there in case someone had a similar request.
When you schedule an export, you can define your granularity. First, you need to select View as Group, schedule the export and select the granularity you want:
That's what I stated in the original post. I can get the data in a report by 30 minute intervals, but is there a graph that can do the same? Not daily, but 30 minute intervals?
Nope. Bring the CSV into Excel or PowerBI and make a pretty picture for them.
@Katie Dodge and @Robert Wakefield-Carl if you pull it into Power BI or Tableau, you can check that box to "Generate Static Link" and work with the BI tool administrator to set it up as an automatic data source. This feature was recently released, headed up by @Ryan Legner
Let us know if you set it up please, we're interested in talking about how customers are using this feature.
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