Genesys Cloud - Main

Hi All,

We're in the middle of designing a PureCloud environment for a client and I've run into an issue regarding Secondary Presence Status and how to keep active tabs on this information.

From the following link I've found that Genesys support both dashboard and report functionality on Secondary Status:
Presence, status, and activity indicators - PureCloud Resource Center

However - that page did not indicate a location for these.  Since yesterday I've found only the "User Status Detail" report as a means of reporting on these status'.

Are there any other locations to monitor this?  We're hoping for a dashboard where the supervisors can actively Monitor for these.



------------------------------
Nick Payton
Digital DataVoice (DDV)
------------------------------

The User Status Detail report shows secondary statuses.

If you go into the Queues Activity view, and drill down on a Queue, you can click on the Status column header and select Show Secondary Status at the bottom to display the secondary rather than primary status:

In the Queues view, drill down on a queue, then hover your cursor over an agent's status to see the secondary status:


Those are a few ways to see it. I'm not sure if there are more options.

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Hey George, 

Looks like you might have meant the Queues Activity Detail (drill down to the specific queue?  I see form the screen shot it seems to match that.

Thanks for your help!

------------------------------
Nick Payton
Digital DataVoice (DDV)
------------------------------

Original Message:
Sent: 07-27-2018 12:08
From: George Ganahl
Subject: Dashboards & Reports Featuring Secondary Agent Presence

The User Status Detail report shows secondary statuses.

If you go into the Queues Performance view, and drill down on a Queue, you can click on the Status column header and select Show Secondary Status at the bottom to display the secondary rather than primary status:

In the Queues view, drill down on a queue, then hover your cursor over an agent's status to see the secondary status:


Those are a few ways to see it. I'm not sure if there are more options.

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Well...yeah. My brain thought Activity and my fingers typed Performance.

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 07-27-2018 16:45
From: Nick Payton
Subject: Dashboards & Reports Featuring Secondary Agent Presence

Hey George,

Looks like you might have meant the Queues Activity Detail (drill down to the specific queue?  I see form the screen shot it seems to match that.

Thanks for your help!

------------------------------
Nick Payton
Digital DataVoice (DDV)
------------------------------


Original Message:
Sent: 07-27-2018 12:08
From: George Ganahl
Subject: Dashboards & Reports Featuring Secondary Agent Presence

The User Status Detail report shows secondary statuses.

If you go into the Queues Performance view, and drill down on a Queue, you can click on the Status column header and select Show Secondary Status at the bottom to display the secondary rather than primary status:

In the Queues view, drill down on a queue, then hover your cursor over an agent's status to see the secondary status:


Those are a few ways to see it. I'm not sure if there are more options.

------------------------------
George Ganahl
Principal Program Manager
Genesys

We've also recently released a new Tab on the Queue Performance View that includes this information:  https://help.mypurecloud.com/articles/queues-agents-detail-view/

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees
------------------------------

Original Message:
Sent: 07-27-2018 17:23
From: George Ganahl
Subject: Dashboards & Reports Featuring Secondary Agent Presence

Well...yeah. My brain thought Activity and my fingers typed Performance.

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------


Original Message:
Sent: 07-27-2018 16:45
From: Nick Payton
Subject: Dashboards & Reports Featuring Secondary Agent Presence

Hey George,

Looks like you might have meant the Queues Activity Detail (drill down to the specific queue?  I see form the screen shot it seems to match that.

Thanks for your help!

------------------------------
Nick Payton
Digital DataVoice (DDV)


Original Message:
Sent: 07-27-2018 12:08
From: George Ganahl
Subject: Dashboards & Reports Featuring Secondary Agent Presence

The User Status Detail report shows secondary statuses.

If you go into the Queues Performance view, and drill down on a Queue, you can click on the Status column header and select Show Secondary Status at the bottom to display the secondary rather than primary status:

In the Queues view, drill down on a queue, then hover your cursor over an agent's status to see the secondary status:


Those are a few ways to see it. I'm not sure if there are more options.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Hi George,

Is it also somehow possible to view the agent's secondary statuses on the dashboard? 

Thanks,

------------------------------
Aakanksha Goyal
Cloudoe BV
------------------------------

Original Message:
Sent: 07-27-2018 12:08
From: George Ganahl
Subject: Dashboards & Reports Featuring Secondary Agent Presence

The User Status Detail report shows secondary statuses.

If you go into the Queues Activity view, and drill down on a Queue, you can click on the Status column header and select Show Secondary Status at the bottom to display the secondary rather than primary status:

In the Queues view, drill down on a queue, then hover your cursor over an agent's status to see the secondary status:


Those are a few ways to see it. I'm not sure if there are more options.

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

We are looking for the same Dashboard view - Is it also somehow possible to view the agent's secondary statuses on the dashboard?  I don't see a reply :) 

------------------------------
Stephanie Bowden
IDEXX Laboratories, Inc.
------------------------------

Original Message:
Sent: 10-07-2020 08:46
From: Aakanksha Goyal
Subject: Dashboards & Reports Featuring Secondary Agent Presence

Hi George,

Is it also somehow possible to view the agent's secondary statuses on the dashboard?

Thanks,

------------------------------
Aakanksha Goyal
Cloudoe BV
------------------------------


Original Message:
Sent: 07-27-2018 12:08
From: George Ganahl
Subject: Dashboards & Reports Featuring Secondary Agent Presence

The User Status Detail report shows secondary statuses.

If you go into the Queues Activity view, and drill down on a Queue, you can click on the Status column header and select Show Secondary Status at the bottom to display the secondary rather than primary status:

In the Queues view, drill down on a queue, then hover your cursor over an agent's status to see the secondary status:


Those are a few ways to see it. I'm not sure if there are more options.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Hello Stephanie,

Secondary Status is currently not available on the Dashboard view. It also looks like its not in the roadmap, however I stumbled upon a relatively new idea in the Product Ideas Lab which is similar in nature.

Related to the Agent Status widget on Dashboards, the ability to hide offline agents and hide the amount of time agents have been in a status has been released recently. Enabling queue and status filters are currently on track for a Q4 2022 release.

------------------------------
Nico Feliciano
Genesys - Employees
------------------------------

Original Message:
Sent: 09-30-2022 14:50
From: Stephanie Bowden
Subject: Dashboards & Reports Featuring Secondary Agent Presence

We are looking for the same Dashboard view - Is it also somehow possible to view the agent's secondary statuses on the dashboard?  I don't see a reply :) 

------------------------------
Stephanie Bowden
IDEXX Laboratories, Inc.
------------------------------


Original Message:
Sent: 10-07-2020 08:46
From: Aakanksha Goyal
Subject: Dashboards & Reports Featuring Secondary Agent Presence

Hi George,

Is it also somehow possible to view the agent's secondary statuses on the dashboard?

Thanks,

------------------------------
Aakanksha Goyal
Cloudoe BV


Original Message:
Sent: 07-27-2018 12:08
From: George Ganahl
Subject: Dashboards & Reports Featuring Secondary Agent Presence

The User Status Detail report shows secondary statuses.

If you go into the Queues Activity view, and drill down on a Queue, you can click on the Status column header and select Show Secondary Status at the bottom to display the secondary rather than primary status:

In the Queues view, drill down on a queue, then hover your cursor over an agent's status to see the secondary status:


Those are a few ways to see it. I'm not sure if there are more options.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Hi, 

I found this post and we are currently looking to see if we can see secondary status's on the dashboards. I see this post is almost 2 years old, I was wondering if this has been implemented in this time? 

------------------------------
Cody Cash
Rheem Sales Company
------------------------------

Original Message:
Sent: 10-04-2022 08:38
From: Jan Nico Feliciano
Subject: Dashboards & Reports Featuring Secondary Agent Presence

Hello Stephanie,

Secondary Status is currently not available on the Dashboard view. It also looks like its not in the roadmap, however I stumbled upon a relatively new idea in the Product Ideas Lab which is similar in nature.

Related to the Agent Status widget on Dashboards, the ability to hide offline agents and hide the amount of time agents have been in a status has been released recently. Enabling queue and status filters are currently on track for a Q4 2022 release.

------------------------------
Nico Feliciano
Genesys - Employees
------------------------------


Original Message:
Sent: 09-30-2022 14:50
From: Stephanie Bowden
Subject: Dashboards & Reports Featuring Secondary Agent Presence

We are looking for the same Dashboard view - Is it also somehow possible to view the agent's secondary statuses on the dashboard?  I don't see a reply :) 

------------------------------
Stephanie Bowden
IDEXX Laboratories, Inc.


Original Message:
Sent: 10-07-2020 08:46
From: Aakanksha Goyal
Subject: Dashboards & Reports Featuring Secondary Agent Presence

Hi George,

Is it also somehow possible to view the agent's secondary statuses on the dashboard?

Thanks,

------------------------------
Aakanksha Goyal
Cloudoe BV


Original Message:
Sent: 07-27-2018 12:08
From: George Ganahl
Subject: Dashboards & Reports Featuring Secondary Agent Presence

The User Status Detail report shows secondary statuses.

If you go into the Queues Activity view, and drill down on a Queue, you can click on the Status column header and select Show Secondary Status at the bottom to display the secondary rather than primary status:

In the Queues view, drill down on a queue, then hover your cursor over an agent's status to see the secondary status:


Those are a few ways to see it. I'm not sure if there are more options.

------------------------------
George Ganahl
Principal Program Manager
Genesys