Genesys Cloud - Main

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. 

Hi Glenda,

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

Or does it time out or show as failed

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 03-07-2025 09:31
From: Glenda Kingston
Subject: Issues with running agent topics over time

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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Hi Glenda,

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

Or does it time out or show as failed

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. 

Hello Samuel, 

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

Hi Glenda,

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

Or does it time out or show as failed

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.