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  • 1.  Canned Reports Deprecation - Phase 1 - Queue Reports

    GENESYS
    Posted 11-02-2022 22:00
    Edited by Gabe Ladios 11-02-2022 22:07
    Back in June, Genesys announced that all canned report usage for the 16 templates under Queue Reports, Agent Reports, Campaign Reports & User Reports will be migrated one report at a time to the dynamic view exports.

    As mentioned on the resource center canned reports deprecation article, the ability to create new Canned Queue Reports will be ceased by tomorrow and the same reports should be generated by using the Export View Data feature within the Performance Views.

    These first 5 reports are fully available to be created and managed within the Performance View.

    • Queue metrics interval export
    • Queue metrics interval
    • Queue metrics summary
    • Queue wrap-up summary
    • Queue metrics daily reports


    When you scroll down on the canned report deprecation article on the resource center, just after the Q&A section, you'll see a set of instructions on how you can reproduce the canned reports through the Export View Data feature. I've highlighted the Queue Reports below since they are now ready for use. The instructions below will also provide you with a list of default columns that will need to be selected when reproducing a particular canned report while also allowing you to select different/additional columns based on your business needs.



    With these changes, instead of going to the Reports tab on Genesys Cloud, you'll need to click on "Performance" and then go to "Workspace" to select and customize the view that you'd like to either immediately export or set an export schedule on.



    When you want to just immediately export the view that you have selected, you may simply click on the Export Toggle button and make the necessary updates within the Export Pane. 



    Please note that t
    he export contains all rows for the view, not just the rows visible on the current page. The columns in the exported file remain constant even if you have hidden or rearranged the columns in the view. When you select Selected Columns (That tick box under the filename field from the screenshot above), only the columns shown in the view are exported, in the order you preferred.


    When you want to set a Schedule for the exports, you'll need to make sure that you put a tick on "Schedule Report" and  set the parameters on the Export Pane


    In case you haven't checked it out, there are a lot more detailed bits of information on Export Data Views and how to utilize the full capabilities of these features on our Resource Center Article about EXPORT VIEW DATA which outlines reports lists, important instructions, best practices and more.


    #Reporting/Analytics

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    Gabe Ladios
    Genesys - Employees
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  • 2.  RE: Canned Reports Deprecation - Phase 1 - Queue Reports

    GENESYS
    Posted 11-04-2022 10:06
    Edited by Kevin Reeves 11-04-2022 10:07
    At the customer level, there is also a note on the Reports Tab in the Admin Tool.
    Reports Notification in the Genesys Cloud Admin Module


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    Kevin Reeves
    Genesys - Employees
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  • 3.  RE: Canned Reports Deprecation - Phase 1 - Queue Reports

    Posted 11-09-2022 10:13
    Hi, when this migration was announced it was said that all the canned reports would be reproducible in the workspace views, however i am now being told that Metrics Report>Queue Metrics Interval Export report cannot be reproduced?

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    andrew lewis
    Health Management Ltd
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  • 4.  RE: Canned Reports Deprecation - Phase 1 - Queue Reports

    GENESYS
    Posted 11-10-2022 07:20
    Edited by Jan Nico Feliciano 11-10-2022 07:20
    Hello Andrew,

    I saw a response to this same question in another thread and just wanted to link it here for convenience. Thanks for bringing this specific item up!


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    Nico Feliciano
    Genesys - Employees
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  • 5.  RE: Canned Reports Deprecation - Phase 1 - Queue Reports

    Posted 11-16-2022 14:54
    The Wrap-Up Performance view in Workspace results in a report that is much different from the canned Wrapup Reports in Reports, which is being deprecated.

    Basically, Wrap-Up Performance report shows interaction and queue data for each wrap-up code. On the other hand, the canned Wrapup Reports shows the wrap-up code data for each queue. It may be the same data, but the presentation is fundamentally different.

    In Workspace, is it possible to create something similar to the canned Wrapup Reports? Here is a sample:
    canned wrapup report - deprecated

    Thank you,




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    Kun Jin Rhee
    LifeCare Assurance Company
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  • 6.  RE: Canned Reports Deprecation - Phase 1 - Queue Reports

    GENESYS
    Posted 11-25-2022 12:14
    Hello Kun Jin Rhee,

    Unfortunately it is not possible. The focus of the Wrap-Up Performance view is on the wrap-up codes themselves, so it inherently shows the data in a different manner. I am curious to know how the presentation is impacting your operations? I can help you communicate the business case with our development teams and provide you feedback on it.

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    Nico Feliciano
    Genesys - Employees
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  • 7.  RE: Canned Reports Deprecation - Phase 1 - Queue Reports

    Posted 11-28-2022 12:28
    Hi Nico,

    Thank you for your reply.

    Our call center agents take calls for multiple client companies. And each client company has their own queue. We are required to run wrap-up code reports for each company, meaning we need wrap-up data for each queue. For example:

    For Company1, wrap-ups for queue 1:
    Wrap-up1 data
    Wrap-up2 data
    Wrap-up3 data

    For Company2, wrap-ups for queue 2:
    Wrap-up1 data
    Wrap-up2 data
    Wrap-up4 data

    For Company3, wrap-ups for queue 3:
    Wrap-up1 data
    Wrap-up3 data
    Wrap-up4 data

    The reports serve two main purposes: (1) as part of required reporting for each client company and (2) to train agents before adding them to a company queue. Hope this illustrates the business case.

    Thank you,


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    Kun Jin Rhee
    LifeCare Assurance Company
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