Genesys Cloud - Main

Hello,

The Performance > Workspace > Interactions view is great for reviewing detail information. However, it combines all agents and queues into one record. This includes a metric such as "Total Handle" time where it combines all agents on the interaction. Is there a way to separate each individual agent or queue in the interactions view? I understand this will duplicate Conversation ID and that is my intended goal.

I was going to submit an Idea but wanted to check here first in case I am not looking in the correct location.

Thank you,

#Reporting/Analytics

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John Ohlund
Newfold Digital
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I think you are looking for a drill-down by queue and then agent.  Good idea, so I added this: Add Queue Agent View that allows drill | Genesys Cloud Ideas Portal (aha.io)

Vote on it and add your own use case to it.  

Your other option is to use the Interactions view and export with the agent and queue then use a pivot table.  Another option is Ttec Insights found on AppFoundry that could allow this drill-down.  

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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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If you are looking to make the participant id the primary key here instead of the conversation, the analytics details API returns the conversation broken down by participant, each flow, queue, agent etc separately. If you are feeding that data in to your own company analytics platform you could build a report out like that.

It believe the A3S addon provides a view like this (haven't tried it myself just basing it on the screenshots from past demos)

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Anton Vroon
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Thank you both for the feedback! This Genesys Community has been helpful on many different occasions, and I feel privileged to have an opportunity for collaboration in this space.

Regards,

John Ohlund

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John Ohlund
Newfold Digital
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