Historical Reporting will be updated with a new design and functionality inQ2. Following the release of Work teams, the Historical performance reports will be updated to enable team reporting and remain consistent with other WFM reports and Admin pages. This will include the ability to filter reports by Work Teams. As an admin, you will be able to view the historical data for a specific Work Team by first selecting the appropriate MU and BU by clicking on the building icon in the upper right-hand corner. From here, you can select your team by clicking the people icon to the right. When an MU is selected, a new line will appear as an overlay on the chart to indicate the target vs. the actual agent data. Once a team is selected, only the actuals will be displayed. The Adherence over time chart has been updated and both the Average and Target adherence have been called out in new information cards making them easier to view at a glance. Compliance can now be viewed by changing the chart drop down option from Adherence to Compliance. Enabling users to compare compliance over time more clearly. This functionality will be available on the historical adherence view and the historical shrinkage view. Note, the images attached have been captured using a 1080p monitor.

#Performance Management

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Kylee Kasper, Product Manager
Genesys - Employees
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