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  • 1.  Is there any way to pull counts for specific activities

    Posted 20 days ago

    Hey collegues, 

    I hope this is an easy question but I've had a search of the forum and can't find much that helps. We have recently started using WFM for our agent's schedules. Our agent are practicing lawyers and have lots of non queue activities (in person appointments, public education sessions, in court appearances, etc) which we record as activity codes under the off-queue category. While our admins can see the activity count for each of the overall activity category for a given day in the schedules view, is there anyway to pull the counts or durations for a specific sub-category of activities for a specified timeframe that has been scheduled. E.g the hours  scheduled for in-court clinic work for the last month.  

    Our admin staff are manually recording this but we're looking for a way to pull the information from Genesys if possible. Thanks for any assistance.


    #ScheduleManagement

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    Kyle Ong
    Lawyer and Legal Operations Lead
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  • 2.  RE: Is there any way to pull counts for specific activities

    Posted 20 days ago

    Hi Kyle - You can pull an Activity export from the Schedule Editor screen.  This will give you a simple export that lists each activity scheduled during the schedule period and duration by agent.  

    You can then create pivots off of this information to get what I think you are looking for.



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    Russell Donald
    Integration EngineerInflowCX / Amplix
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  • 3.  RE: Is there any way to pull counts for specific activities
    Best Answer

    Posted 19 days ago

    This is what I've done before in the past as well.

    We'll export the activities from the schedules, and then have a template we paste it into with any additional fields we'll need to make the pivots/views easy, e.g. for the Start (Your Timezone) we'll use an INT(H2) to get just the dates for the fields instead of date/time, something like that!

    Kyle regarding "is there anyway to pull the counts or durations for a specific sub-category of activities for a specified timeframe that has been scheduled. E.g the hours  scheduled for in-court clinic work for the last month.  "

    The closest I can think of is "Historical Shrinkage"

    In the top right area, there should be a "Shrinkage Over Time" you can change that to "Aggregated Shrinkage" and then you can at the bottom expand the "off queue" and it'll show you the total duration as well and you can configure the dates on the left hand side with the calendar option.

    https://help.genesys.cloud/articles/navigate-the-historical-shrinkage-view/



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    Brahdilleone Dermody
    na
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    Original Message


  • 4.  RE: Is there any way to pull counts for specific activities

    Posted 19 days ago

    Thanks @Brahdilleone Dermody. These suggestions are very helpful.



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    Kyle Ong
    Lawyer and Legal Operations Lead
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    Original Message


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