Genesys Cloud - Main

Hello,

Looking for a report and/or ideas for agent adherence in a daily/weekly report. With real time adherence being reported (Tool), obviously PureCloud is capturing the data. I have yet to find a report that tells me schedule adherence for coaching purposes. Looking to see if I am missing a key component or way to get a report?

Looking for other feedback from other call centers and how they deal with the lack of reporting. 

Thanks!

Sorry, I can't find any plans for Adherence reports in the near future, though the need is acknowledged.

Hi JoAnn,

We will be releasing an exploratory user interface that will show adherence statistics for agents as well as adherence exception details Q2 2017. You will be able to look at a specific day, week, and perhaps month with the ability to export to CSV; columns will be selectable, reorderable, and filterable. At the time of release we will also be releasing a public API.

While we do have real-time adherence data, the fact that schedule changes can be made in arrears means we have to build-in capability to calculate historic adherence rather than rely on the real-time adherence feed.

@Jay Langsford? 

Was this user interface pushed out yet? It's something that my company is also wanting.

Thanks!

Yes, historical adherence was released 26-Jul: https://help.mypurecloud.com/releasenote/july-26-2017/

You should also see a tooltip guide noting the added functionality: