Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Locate a Report Field

    Posted 04-30-2020 13:58
    Edited by Michael McQuaid 04-30-2020 14:02
    No replies, thread closed.
    Hey all,

    Wondering if anyone knows of a report that give the actual count, per agent of Blind and Consult Transfers.  We have a manager that indicted he used to be able to pull this directly form Purecloud, however, I have only been able to locate it by Blind = yes or no and Consult = yes or no.  I have attached a screen shot of what he sent us, but I cannot find this in the reporting or performance sections.


    #Reporting/Analytics

    ------------------------------
    Michael McQuaid
    AdaptHealth LLC
    ------------------------------


  • 2.  RE: Locate a Report Field

    Posted 04-30-2020 16:44
    No replies, thread closed.
    Hi Michael,

    I'm only seeing this available as columns at the queue level, under Queue Performance. You could filter by each user individually from there, but that would be a lot of extra work.

    Maybe it was available on one of the older deprecated views or they just remember seeing it at the queue level.


    Thanks,

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------



  • 3.  RE: Locate a Report Field

    Posted 05-04-2020 18:12
    No replies, thread closed.
    That screenshot looks like the Interactions view (at the Queue level, drilling down on a specific queue from Queues Activity) which has been exported to CSV and including the Blind Transferred and Consult Transferred columns. 

    Those two columns read "Yes" or "No", so I'm guessing the CSV was pulled into Excel and someone did a COUNT on those columns (where they equal "Yes") to come up with the numbers. Without seeing all the columns in that spreadsheet, can't really tell.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 4.  RE: Locate a Report Field

    Posted 05-05-2020 18:08
    No replies, thread closed.
    Interactions view has both a Y/N column as well as a count column for Transfer, Consult and Blind Transfer.  I'm guessing that's where this export is from.

    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Locate a Report Field

    Posted 05-06-2020 10:19
    No replies, thread closed.
    Oops...I saw the Y/N column and stopped looking there...

    Thanks, Darlene!

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


Related Content