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  • 1.  Issues with running agent topics over time

    Posted 03-07-2025 09:31
    No replies, thread closed.

    When attempting to run a report through agent topics over time greater than a week we find that running off hours is the only way to obtain full data. Otherwise, if ran during business hours we get blank results. 

    In an attempt to pull data across 2300 colleagues we do the following:

    • Unsuccessful attempts:
      • Running report and attempting to set up as recurring to populate early AM
        • Report result is blank when subscription is received even though this runs after hours
          • Theory: the initial result was blank so recurring will produce same
    • Leader works early AM shift to run report and save to file folder for later review
      • Must be limited to active agents only and inactive ran as a separate report
        • This is due to count of agent exceeding 2500 when pulling both active/inactive

    Would love to hear feedback on experience with running at this level from other users. 


    #Metrics

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    Glenda Kingston
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  • 2.  RE: Issues with running agent topics over time

    Posted 03-07-2025 09:55
    No replies, thread closed.

    Hi Glenda,

    So the report shows as completed, but you get a blank file?

    Or does it time out or show as failed



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Issues with running agent topics over time
    Best Answer

    Posted 03-24-2025 07:44
    Edited by System 10-28-2025 09:52
    No replies, thread closed.

    Hi Glenda,

    Did you manage to resolve this issue?

    The bottom of this page: Export view data has some useful information on Export Best practice and rerunning failed exports. 


    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 4.  RE: Issues with running agent topics over time

    Posted 03-24-2025 13:49
    No replies, thread closed.

    Hello Samuel, 

    The report is blank; does not produce a failure. The early AM approach overcomes this but does alter staffing. 



    ------------------------------
    Glenda Kingston
    ------------------------------

    Original Message


  • 5.  RE: Issues with running agent topics over time

    Posted 03-25-2025 08:05
    No replies, thread closed.

    If the report is blank and there is no error message, I would raise a case with Genesys Customer Care with the logs and the exportID, as it should provide you with a reason for the failure.

    Potentially, you could schedule an export to run out of hours as at peak times an export might hit some limits, especially with large data sets: Export best practices



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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