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  • 1.  How Do I Report on Queue Volume by Skill Star-Rating

    Posted 4 days ago

    I have 4 queues and in each queue are 3 groups of agents with the same skill, but set at 5, 4, and 3 star ratings for that skill.

    Is there a way to report on the skills to show the breakdown of the answered interactions by the star-ratings of the agent who answered the interactions?


    #Reporting/Analytics

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    Nicki Dehn
    Senior Cloud Partner
    AAA Club Alliance
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  • 2.  RE: How Do I Report on Queue Volume by Skill Star-Rating

    Posted 3 days ago

    Not a solution, but I'm interested to know what you find out. The "star rating" that an agent has configured doesn't seem to be readily available via standard reporting at all, unless someone can advise differently?



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    Richard Billett
    Contact Centre Solution Implementation Consultant
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    Original Message


  • 3.  RE: How Do I Report on Queue Volume by Skill Star-Rating
    Best Answer

    Posted 3 days ago
    Edited by Nicki Dehn 3 days ago

    @Richard Billett is correct here; no such reporting exists at this time, nor have I been able to locate an existing enhancement request for this idea. Might be worth adding one so other interested parties can vote for it.



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    Brian T. Jones | Ascension | Senior Specialist - Technology
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    Original Message


  • 4.  RE: How Do I Report on Queue Volume by Skill Star-Rating

    Posted 3 days ago
    Edited by Nicki Dehn 3 days ago

    @Brian Jones and @Richard Billett

    Thank you both for your response. I will enter this as an idea. 



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    Nicki Dehn
    Senior Cloud Partner
    AAA Club Alliance
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    Original Message


  • 5.  RE: How Do I Report on Queue Volume by Skill Star-Rating

    Posted 3 days ago

    We use PureInsights for additional reporting and use their MySQL database for custom reporting and within their canned reports they have a skills performance report.  Their canned reports can be customized as well. 

    Not trying to sell you PureInsights but there are other options out there that are available that may get you what you are after.



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    Bob Hall
    .
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    Original Message


  • 6.  RE: How Do I Report on Queue Volume by Skill Star-Rating

    Posted 2 days ago

    Thanks for the suggestion, Bob.



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    Nicki Dehn
    Senior Cloud Partner
    AAA Club Alliance
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    Original Message


  • 7.  RE: How Do I Report on Queue Volume by Skill Star-Rating

    Posted yesterday

    I assume you are talking about CGA with skill expression groups.  Unfortunately, there is no details in the reporting to what group was used with CGA, only that CGA was used.  While you could recreate the logic CGA is using and write and attribute before transferring to the queue, if the metrics change, the CGA target group could change.  Here is the idea to get us visibility into the metric: Ability to report on Skill Expression | Genesys Cloud Ideas Portal



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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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    Original Message


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