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

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.

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

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

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.  

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