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Contact List, Adherence and Agent Performance

  • 1.  Contact List, Adherence and Agent Performance

    Posted 06-05-2025 19:06

    Peter_Dimatulac | 2019-03-07 05:21:12 UTC | #1

    Hi

    Apologies if this has already been covered. I did a search but couldn't find any threads.

    I'm hoping for some assistance on how to extract the below data more easily:

    1. What: Performance - Agent call statistics grouped by agent by date. Context: I'm currently accessing the Performance - Agent dashboard and manually exporting the agent data to CSV everyday. I want to replicate the export file and all the available headers. Manually downloading this everyday isn't feasible.
    2. What: Historical agent adherence and exceptions grouped by agent by date. Context: I'm currently accessing the Performance - Historical Adherence dashboard and manually exporting the agent adherence followed by the exceptions to CSV everyday. I want to replicate the export file and all the available headers. Manually downloading this everyday isn't feasible.
    3. What: Campaign Contact List CSV ExportsContext: I'm currently manually exporting 18 unique contact lists as part of a dialler syncing process. Is there a more efficient way than downloading this contact lists one by one?

    Reports 1 & 2 are extracted as they form an Agent Productivity report in Excel. Unfortunately the metrics that I need are very specific and aren't within the PureCloud dashboards.

    Thanks in advance.

    Peter

    Becky_Powell | 2019-03-07 17:32:58 UTC | #2

    Discussions about the base PureCloud product should be posted to the PureCloud Community Forum or open a case with PureCloud Care. This forum is for discussing the PureCloud APIs and customizations/integrations.

    Peter_Dimatulac | 2019-03-07 22:21:19 UTC | #3

    This is about API's. I'm after assistance on what API calls I should be leveraging to mitigate manual data downloads and extracts.

    tim.smith | 2019-03-07 22:31:41 UTC | #4

    You can find documentation about the calculations used in reports in the documentation for each: https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/. The information in the reports is generally retrieved from Analytics APIs, which can be tested using the Analytics Query Builder. If you have specific questions about a particular metric or dimension that isn't covered in the docs, let us know.

    Becky_Powell | 2019-03-07 23:08:23 UTC | #5

    Peter, I do apologize! I misinterpreted your post.

    Please let us know if there's anything else we can assist you with.

    -Becky

    system | 2019-04-06 23:08:27 UTC | #6

    This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 4737



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