Genesys Cloud - Main

The current queue performance report only provides preset intervals of up to 3 months. How can we obtain a year-to-date (YTD) result if the reporting options are limited to these shorter periods? As a contact centre, it's essential for us to track key metrics like ASA and handle time on a YTD basis. Thank you!

#PerformanceViews

------------------------------
Cam
Systems Coordinator - Business
------------------------------

I agree with Cam here. Usually, the KPI reviews are either set twice OR once a year. So the preset interval window needs to get wider in such reports. 

------------------------------
Vikas Dhall
------------------------------

Unfortunately, the only way to do this for now is to download the data in easy to digest chunks (I recommend monthly), and then using Excel or similar software, create some functions and calculations based on what you were able to export. I know this is difficult (my organization does weekly schedules, so having to go back for scheduling data is a challenge, to put it mildly), and I do agree that there should be some kind of native way to get this information from the solution itself.

If you have access to a development team, you may also be able to consider creating specialized reporting using the Analytics as a Service (A3S) option to make this process at least a little more automatic.

I apologize for not having a more intuitive solution.

------------------------------
Gene Gutierrez | Workforce Analyst
Presbyterian Workforce Management
Albuquerque, NM
------------------------------

Agree that it would be nice to have a YTD preset and longer term presets in general

------------------------------
Andrea Rushfeldt
Resource Enablement Advisor
------------------------------