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  • 1.  How come Performance>Workspace>Dashboard> Dashboard does not mirror Queue Performance >Agent>Status?

    Posted 05-10-2023 14:51
      |   view attached
    No replies, thread closed.

    Has anyone else noticed a recent update impacting the Workspace>Dashboard>Dashboard that is no longer showing an agent as Interacting when an agent is Off Queue but is on a call? The status in the Dashboard used to switch to Interacting (I've watched this Dashboard for years) and until recently, now the status is not changing.  I would be happy with Communicating as well.  The dashboard screenshot attached is our help desk, we are a Group, not a queue.  It is important for us to see the status change to indicate they are already supporting a call and for monitoring group status.  Anyone else having issues with this or how to fix it? 


    #Reporting/Analytics
    #Unsure/Other

    ------------------------------
    Wendy Sachen
    System Administrator
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  • 2.  RE: How come Performance>Workspace>Dashboard> Dashboard does not mirror Queue Performance >Agent>Status?

    Posted 05-10-2023 23:29
    No replies, thread closed.

    So, Interacting is when an Agent is on and ACD interaction and Communicating is when an Agent is on a non-ACD interaction.  I don't think that the dashboard is designed to look at Communicate users or group user status.  @Nikhil Ponnam , could you confirm that?  Isn't the dashboard designed around ACD and Agent interactions?



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: How come Performance>Workspace>Dashboard> Dashboard does not mirror Queue Performance >Agent>Status?

    Posted 05-11-2023 16:12
    No replies, thread closed.

    @Robert Wakefield-Carl - Dashboard is going to include all interactions the agent is handling. To correctly show status transitions (ex: from communicating to interacting), we need to account for ACD and non-ACD interactions.

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------

    Original Message


  • 4.  RE: How come Performance>Workspace>Dashboard> Dashboard does not mirror Queue Performance >Agent>Status?

    Posted 05-11-2023 17:04
    No replies, thread closed.

    Yes, but the question is on the Interacting and Communicating when looking at a Communicate-only user.  Will they ever be in an Interacting status?  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: How come Performance>Workspace>Dashboard> Dashboard does not mirror Queue Performance >Agent>Status?

    Posted 05-12-2023 12:48
    No replies, thread closed.

    @Robert Wakefield-Carl - typically communicate-only user can only handle non-ACD. However, in theory, a communicate user can be routed an ACD interaction on certain occasions and can therefore go Interacting.



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------

    Original Message


  • 6.  RE: How come Performance>Workspace>Dashboard> Dashboard does not mirror Queue Performance >Agent>Status?

    Posted 05-12-2023 12:52
    No replies, thread closed.

    So the routing status of Interacting is strictly the type of call to the user regardless of their licensing.  Interesting.  Thanks for the info. 



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 7.  RE: How come Performance>Workspace>Dashboard> Dashboard does not mirror Queue Performance >Agent>Status?

    Posted 05-11-2023 16:09
    No replies, thread closed.

    @Wendy Sachen - Please log this issue with the customer support team so this can be looked into as soon as possible.

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 8.  RE: How come Performance>Workspace>Dashboard> Dashboard does not mirror Queue Performance >Agent>Status?

    Posted 05-12-2023 12:32
    No replies, thread closed.

    I have Incident# 388356. I know the status changed from available to interacting for a few years for our group.  That is why it is odd to me that it's no longer working.  My third-party support says it is working as designed.  I disagree or I have been hallucinating for a few years.  LOL



    ------------------------------
    Wendy Sachen
    System Administrator
    LeavenworthKS
    ------------------------------

    Original Message


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