I've posted this thread in the WEM section but I think this might be the more relevant forum:
I hope this is an easy question but I've had a search of the forum and can't find much that helps. We have recently started using WFM for our agent's schedules. Our agent are practicing lawyers and have lots of non queue activities (in person appointments, public education sessions, in court appearances, etc) which we record as activity codes under the off-queue category. While our admins can see the activity count for each of the overall activity category for a given day in the schedules view, is there anyway to pull the counts or durations for a specific sub-category of activities for a specified timeframe that has been scheduled. E.g the hours scheduled for in-court clinic work for the last month.
Our admin staff are manually recording this but we're looking for a way to pull the information from Genesys if possible. Thanks for any assistance.
#WEM-Quality,WFM,Gamification,etc #Reporting/Analytics
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Kyle Ong
Lawyer and Legal Operations Lead
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