Genesys Cloud - Main

Hi Team,

I have below two queries on analytics part:-

• Does Genesys captures  "Coaching time" (for example: time that manager spends on talking & teaching something to an agent) in any report which we can use?
• Does any of the report provide Role Type is available as a filter (for example: if we can filter the data based on Manager vs Agent) in Agent reports or in any report ?

Thanks,

Neha

Hi Neha, 

We do this by creating activities like

• Coaching
• 1 on 1
• etc

We then run some reporting (custom) that gives us a dashbaord on the amount of time agents/managers etc spend in that activity code. It's a secondary status but also to improve accuracy we have the WFM team add these to the agents/TLs schedule. So you can also pull it that way too.