Workforce Engagement Management

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  • 1.  Productivity and Optimization

    Posted 30 days ago

    We are new to the Genesys Cloud Family!! 

    Right now, we are struggling with reporting and trying to find the best way to pull reports (Agent and Center Level). Is there any canned reporting anywhere? 

    We previously had Monet/Verint and could easily pull : Out of Adherence, Productivity and Optimization and from what I am researching I just don't see that type of reporting.

    Can someone send me information or best practices on how to get these numbers daily without having to pull a report and calculate it out ourselves. 

    Even ideas on how you are getting it done today -

     


    #Reports

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    Carla Aragon
    CPI Security Systems, Inc.
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  • 2.  RE: Productivity and Optimization

    GENESYS
    Posted 27 days ago

    Hi Carla,

    Did you take a look at the performance views? With the right permissions you can find them in the workspace menu, 

    There you also have the option to export data, also automatically with a scheduler.
    This link will help to find more: https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
    An alternative would be pulling data via API from the analytics endpoint.
    BR
    Peter


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    BR Peter
    Genesys - Employees
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    Original Message


  • 3.  RE: Productivity and Optimization

    Posted 27 days ago

    Yes, been looking at the performance views and I don't see "productivity or optimization" - as an option. I was hoping with the new system these reports would be easily accessible without having to do the math. 

    I appreciate the help. 



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    Carla Aragon
    CPI Security Systems, Inc.
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    Original Message


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