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  • 1.  Recreating Queue Metrics Interval Report in performance workspaces

    Posted 01-16-2024 16:56

    Hi all,

    should be a fairly simple question but I haven't had any luck finding an answer yet.

    I am wanting to run a report that captures the same data, in the same format that the old Queue Metrics Interval Report used to capture.

    I want to select a date range and I want the output to be per 30-minute interval, with each day averaged together. This is required to identify our busiest times of day averaged out over large time periods.

    Example of the output I'm looking for.
    image

    Any help would be greatly appreciated!


    #Reporting/Analytics

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    Tama Berry
    St Vincent's Health Australia
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  • 2.  RE: Recreating Queue Metrics Interval Report in performance workspaces

    Posted 02-17-2024 23:46

    Yea, good luck with that.  Performance views are not a true BI tool.  Better to take that into Excel and do it that way or even better, use the Static Link to bring that view into Power BI and do the analysis there.  Maybe Genesys will someday get to allow views like that, but don't hold your breath.  To get and easy button for this, you can check out some of the AppFoundry products like this one:  Genesys AppFoundry - TTEC Digital Insights (mypurecloud.com)



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Recreating Queue Metrics Interval Report in performance workspaces

    Posted 02-19-2024 09:07

    I was glad to see a reply to this because I'm a newer user and was trying to figure this out as well.  I'm disappointed to see that it's not possible within the program anymore, although it used to be. It seems that most of the data views I've wanted so far are possible to replicate in the performance view or the export view, but this is one we need also and couldn't figure out. It's unfortunate that they would decommission reports that give useful data without providing a way to get that data without a lot of extra effort/steps, but I'm hoping it's a feature they're planning to roll out.  



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    Melanie Woodrich
    Service Desk Supervisor
    Henry Ford Health
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  • 4.  RE: Recreating Queue Metrics Interval Report in performance workspaces

    Posted 02-20-2024 08:34

    There is a way to get to this data, however, it can only be done as a scheduled report.  You go into Queue Performance, then go into the filters on the right, click on Schedule Export, select your timeframe and Granularity, recurrence etc., then the report will be run for when you set it up.  We have multiple queues, and the same representatives handle the same queues, so I need to tweak my query often, and the only way to get to it that I know of is through scheduling, that I wish could be changed, but this did work for me.

    I agree with you, this should be a very simple (and common) request, but I did not see the data displayed well for quite some time.  Try this, it may work.



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    Judy Jimenez, Call Center Operations Manager
    CURE Auto Insurance
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  • 5.  RE: Recreating Queue Metrics Interval Report in performance workspaces

    GENESYS
    Posted 02-21-2024 11:51

    @Melanie Woodrich - as Judith mentioned on this thread, to get this report, you can use the scheduled exports functionality with the 30 minute granularity. This link https://help.mypurecloud.com/articles/deprecation-canned-reports/#citem_8a92-04d3 might be helpful to you for instructions on how to select multiple queues, use "Split Filters" option to have the data shown for each queue, at the required granularity level.

    The feature to have the granularity selection available for ad-hoc exports is work in progress (https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1498) and we are getting close to release this - in a couple of weeks.

    Two caveats- these reports would not include daily summary and instead the summary will be included for the entire selected time range ("Include summary row" needs to be selected as an option for the inclusion of summary data in the report). The 30-minute granularity will be available as an option only for time ranges spanning 30 days or shorter. 30-minute granularity is not supported for longer time ranges to ensure optimal performance of export functionality. To get 30-minute data for longer time ranges, our recommendation is to run scheduled exports on a recurring basis every month and aggregate that data as needed.

    Thanks,



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    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
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