Problem statement: I am trying to generate a report which has the percentage of time spent per Agent for: Available %, Away %, Busy %, On Queue %, System Away %. Management also requested a percentage breakdown for the secondary status.
--Secondary status: I don't think that is an option at all at this time within Genesys Performance views.
--I am able to see the percentage results for all requested using a widget in the Dashboard, see sample attachment called Dashboard. However, I can't export this information to make it into a report.
-- I am able to generate an Agent Status report for Duration, but that doesn't have Available %, Away %, Busy %, System Away %. Only has On Queue %.
--I am able to generate an Agent Status report for Timeline, but that does not provide any percentages, but does have Secondary status so that's cool. But not what is needed.
Does anyone have any suggestions on how to export data from a dashboard or how I can pull this information for our managers?
#Reporting/Analytics------------------------------
Wendy Sachen
System Administrator
LeavenworthKS
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