Workforce Engagement Management

Hi Melissa

Thank you for the response, Kaio. What report are you looking at in your screenshot?

Hi Melissa

#WFMConfiguration,BestPractices
#GeneralQuestion

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Melissa Palmer
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Hi Melissa,

We are planning on using CGA for a new group of users that are coming from Cisco. The analytics is the biggest gap; as far as I know, there is no clear way to know if it's working or not. Nothing is changing from a conversation perspective; it's all queue membership. So, it's not like we have visibility to write an attribute on the conversation after a specific event happens.

I think the way that I will plan on doing reporting is extracting all the conversations and the agents that answered the conversation and perform some Excel analysis to identify how many calls were answered by Tier 1, Tier 2, etc Agents, and the associated ASA and other metrics.

Curious to hear if you come up with anything.
------------------------------
Peter Stoltenberg
Engineer

Original Message:
Sent: 04-07-2026 12:24
From: Melissa Palmer
Subject: Conditional Group Activation Views

#WFMConfiguration,BestPractices
#GeneralQuestion

------------------------------
Melissa Palmer
------------------------------

Hi Melissa,

We are planning on using CGA for a new group of users that are coming from Cisco. The analytics is the biggest gap; as far as I know, there is no clear way to know if it's working or not. Nothing is changing from a conversation perspective; it's all queue membership. So, it's not like we have visibility to write an attribute on the conversation after a specific event happens.

I think the way that I will plan on doing reporting is extracting all the conversations and the agents that answered the conversation and perform some Excel analysis to identify how many calls were answered by Tier 1, Tier 2, etc Agents, and the associated ASA and other metrics.

Curious to hear if you come up with anything.
------------------------------
Peter Stoltenberg
Engineer

Original Message:
Sent: 04-07-2026 12:24
From: Melissa Palmer
Subject: Conditional Group Activation Views

#WFMConfiguration,BestPractices
#GeneralQuestion

------------------------------
Melissa Palmer
------------------------------

Hi all, 

We are currently testing this for a future proof of concept within our business, we have been informed in our scheduled data upgrade we will be able to tell if a user of a queue is a user via the Members tab or via the Groups tab. We are hoping to then build reporting around that metric as we can then identify how many interactions were handled by the expanded group. This is because we cannot use Skills Based Routing, but if you do use Skills Based routing, I am not sure how that would identify the specific group used in the expanision as we are awating the upgraded data from Genesys. I dont see any ideas listed around addtional reporting being made avaiable within the standard Queue Activity or Queue Performance reporting currently either. 

However I do not believe our upgrade will tell us when CGA is activated, only where the interactions are handled. 

Hi Melissa,

We are planning on using CGA for a new group of users that are coming from Cisco. The analytics is the biggest gap; as far as I know, there is no clear way to know if it's working or not. Nothing is changing from a conversation perspective; it's all queue membership. So, it's not like we have visibility to write an attribute on the conversation after a specific event happens.

I think the way that I will plan on doing reporting is extracting all the conversations and the agents that answered the conversation and perform some Excel analysis to identify how many calls were answered by Tier 1, Tier 2, etc Agents, and the associated ASA and other metrics.

Curious to hear if you come up with anything.
------------------------------
Peter Stoltenberg
Engineer

Original Message:
Sent: 04-07-2026 12:24
From: Melissa Palmer
Subject: Conditional Group Activation Views

#WFMConfiguration,BestPractices
#GeneralQuestion

------------------------------
Melissa Palmer
------------------------------

Here's an Idea that I created last night: https://genesyscloud.ideas.aha.io/ideas/CERTNG-I-2139

Mike - what scheduled data upgrade are you referring to? I don't have anything on my immediate radar. Will that include which group answered the call? or just if it was answered by a group or an individual member.

Hi all, 

We are currently testing this for a future proof of concept within our business, we have been informed in our scheduled data upgrade we will be able to tell if a user of a queue is a user via the Members tab or via the Groups tab. We are hoping to then build reporting around that metric as we can then identify how many interactions were handled by the expanded group. This is because we cannot use Skills Based Routing, but if you do use Skills Based routing, I am not sure how that would identify the specific group used in the expanision as we are awating the upgraded data from Genesys. I dont see any ideas listed around addtional reporting being made avaiable within the standard Queue Activity or Queue Performance reporting currently either. 

However I do not believe our upgrade will tell us when CGA is activated, only where the interactions are handled. 

Hi Melissa,

We are planning on using CGA for a new group of users that are coming from Cisco. The analytics is the biggest gap; as far as I know, there is no clear way to know if it's working or not. Nothing is changing from a conversation perspective; it's all queue membership. So, it's not like we have visibility to write an attribute on the conversation after a specific event happens.

I think the way that I will plan on doing reporting is extracting all the conversations and the agents that answered the conversation and perform some Excel analysis to identify how many calls were answered by Tier 1, Tier 2, etc Agents, and the associated ASA and other metrics.

Curious to hear if you come up with anything.
------------------------------
Peter Stoltenberg
Engineer

Original Message:
Sent: 04-07-2026 12:24
From: Melissa Palmer
Subject: Conditional Group Activation Views

#WFMConfiguration,BestPractices
#GeneralQuestion

------------------------------
Melissa Palmer
------------------------------

I just voted on your idea, Peter! I encourage others to vote as well. The more votes the more focus gets placed on the need. 

Here's an Idea that I created last night: https://genesyscloud.ideas.aha.io/ideas/CERTNG-I-2139

Mike - what scheduled data upgrade are you referring to? I don't have anything on my immediate radar. Will that include which group answered the call? or just if it was answered by a group or an individual member.

Hi all, 

We are currently testing this for a future proof of concept within our business, we have been informed in our scheduled data upgrade we will be able to tell if a user of a queue is a user via the Members tab or via the Groups tab. We are hoping to then build reporting around that metric as we can then identify how many interactions were handled by the expanded group. This is because we cannot use Skills Based Routing, but if you do use Skills Based routing, I am not sure how that would identify the specific group used in the expanision as we are awating the upgraded data from Genesys. I dont see any ideas listed around addtional reporting being made avaiable within the standard Queue Activity or Queue Performance reporting currently either. 

However I do not believe our upgrade will tell us when CGA is activated, only where the interactions are handled. 

Hi Melissa,

We are planning on using CGA for a new group of users that are coming from Cisco. The analytics is the biggest gap; as far as I know, there is no clear way to know if it's working or not. Nothing is changing from a conversation perspective; it's all queue membership. So, it's not like we have visibility to write an attribute on the conversation after a specific event happens.

I think the way that I will plan on doing reporting is extracting all the conversations and the agents that answered the conversation and perform some Excel analysis to identify how many calls were answered by Tier 1, Tier 2, etc Agents, and the associated ASA and other metrics.

Curious to hear if you come up with anything.
------------------------------
Peter Stoltenberg
Engineer

Original Message:
Sent: 04-07-2026 12:24
From: Melissa Palmer
Subject: Conditional Group Activation Views

#WFMConfiguration,BestPractices
#GeneralQuestion

------------------------------
Melissa Palmer
------------------------------