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  • 1.  Filtering by disconnect date is not possible ?

    Posted 11-12-2024 04:28
    No replies, thread closed.

    We have an issue with data visualization in Genesys, specifically related to agent productivity. Our efficiency is based on calculating the number of emails handled per day, regardless of when the email was received in Genesys. However, in the Interactions view (for example), we can only filter by the email's received date. While the end date is available as a column that I can add, it cannot be used as a filter.

    The only solution would be to extract the data and process it in another tool, but I would never be able to go far enough back in time to ensure I've captured all interactions. Additionally, the extraction process would be cumbersome, as Genesys only allows data exports for a 30-day period.

    Do you have any suggestions on how I could easily identify interactions by their end date rather than their received date? Thank you in advance!

    Ledvina


    #Reporting/Analytics

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    ledvina bilani
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  • 2.  RE: Filtering by disconnect date is not possible ?
    Best Answer

    Posted 11-12-2024 14:01
    No replies, thread closed.

    Hello Ledvina,

    Unfortunately we don't have a way to do that just yet. I was able to find this Idea in the Product Ideas Lab that is currently marked as Future Consideration. If you click the VOTE button on that page, it should notify you via email as this Idea progresses through development.

    For now, I think you would need to export the data and sort by end date.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Filtering by disconnect date is not possible ?

    Posted 11-13-2024 04:12
    No replies, thread closed.

    Thanks Jason ! Just voted !



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    ledvina bilani
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    Original Message


  • 4.  RE: Filtering by disconnect date is not possible ?

    Posted 11-12-2024 15:14
    No replies, thread closed.

    Maybe you can take this from a different perspective.  What if you showed a date range and only show interactions that have not ended and those that have ended.  That would give you a couple of data points.  

    The other way would be to export to a CSV and allow Excel to filter/sort on the End Date.  You can do this in Power BI with the Get Static link.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 5.  RE: Filtering by disconnect date is not possible ?

    Posted 11-13-2024 04:11
    No replies, thread closed.

    Hello Robert,

    Thank you for your reply.

    Could you clarify what you mean by this? It sounds interesting: "What if you showed a date range and only show interactions that have not ended and those that have ended.  That would give you a couple of data points."

    As for the other method, that's what I'm currently doing, but it won't allow me to go far enough back to be 100% certain I have all the data.

    Thanks a lot! 👍



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    ledvina bilani
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    Original Message


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