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  • 1.  Queue Performance

    Posted 01-10-2023 20:27
    No replies, thread closed.
    We are trying to get our interval metric reports pulled (exported) using the new method  - going to the Performance workspace then Queue Performance  ( the old report has been sunset)


    1. For reporting purposes we need all of our  Queue's (21 separate Queues) in 30 minutes intervals for all our metrics ( offer, answer, asa ,SL...)   How can we pull this efficiently?  
      •   Do we need to pull data for  each Queue separately and daily ??
      • Are we able to pull (export) the interval historically by month and then sort per day?
      • When we selected a full week interval view and all of the queues are selected- we then go to export and it still will not split up the data by queues. ( Is this an option when you are using skilling verses ques)? 
      • Is there a way to export with this option?

    Thank you, Appreciate any and all support
    #Reporting/Analytics

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    Wendy Dodson
    Sedgwick Claims Management Services, Inc.
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  • 2.  RE: Queue Performance

    Posted 01-11-2023 06:53
    No replies, thread closed.

    Hi Wendy,

    At the moment, the only way to get the 30 minute intervals for metrics across multiple queues is to run the report daily. Our product teams are working on adding a granularity selector on the Queue Performance Detail view and other interval exports when scheduling export; you can then go to Queue Performance Summary, select your queues, "View as Group", and then for your export, "Split Filters" and use the granularity option. This capability is currently in Beta and is expected to go on General Avalability this quarter

    Warm regards,
    Gabe



    ------------------------------
    Gabe Ladios
    Genesys - Employees
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    Original Message


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