Genesys Cloud - Main

Hi there,

We have a BPO business and there is a high turn over. We currently have 2500 users active and another 1500 that are inactive.

is there a way to pull a report from Genesys of all users with log in stats? meaning to see active users that have never logged in, or haven't logged in forever ago to see if they are even employed anymore so we can clear them out.
#Reporting/Analytics

------------------------------
Judy Heckbert
NTT Canada
------------------------------

Hi Judy - 
We do this on a regular basis for my team. We pull data from the/api/v2/users and expand on the dateLastLogin value as a starting point. We take that data and import it into Excel for further analysis. Then we filter the records for accounts that have either never logged in or haven't logged in for the past 30 days and compare that against our HRIS system, which is the source of truth to determine employment status. 
Here's a couple of the lessons we've learned along the way. You're likely aware of these, but I wanted to share for others who might look at this thread. :)
1) You'll get likely get some outliers in the data. For example, the president of my company never log into Genesys; he just cares if his desk phone is capable of making/receiving calls, so he's never in the UI. 
2) If your accounts have DIDs on them, you'll probably want to make sure you reclaim those before deactivating the account or else things can get weird.
3) Make sure any dashboards referencing the user get updated prior to deactivating the account or the dashboard might start throwing errors.

I hope this helps!

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Original Message:
Sent: 7/21/2022 11:23:00 AM
From: Cory King
Subject: RE: Report on Users that have never logged in

Hi Judy - 
We do this on a regular basis for my team. We pull data from the/api/v2/users and expand on the dateLastLogin value as a starting point. We take that data and import it into Excel for further analysis. Then we filter the records for accounts that have either never logged in or haven't logged in for the past 30 days and compare that against our HRIS system, which is the source of truth to determine employment status. 
Here's a couple of the lessons we've learned along the way. You're likely aware of these, but I wanted to share for others who might look at this thread. :)
1) You'll get likely get some outliers in the data. For example, the president of my company never log into Genesys; he just cares if his desk phone is capable of making/receiving calls, so he's never in the UI. 
2) If your accounts have DIDs on them, you'll probably want to make sure you reclaim those before deactivating the account or else things can get weird.
3) Make sure any dashboards referencing the user get updated prior to deactivating the account or the dashboard might start throwing errors.

I hope this helps!

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Hi Judy - 
I'm sorry to hear that! Unfortunately, I'm not getting the same results on my end. Hopefully someone else in the Community might have an idea on how to solve this. I do recall that before the dateLastLogin was added as a parameter to the API endpoint, we used the lastTokenIssued field as a surrogate - so maybe give that a whirl?

Thanks,

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Original Message:
Sent: 07-21-2022 11:43
From: Judy Heckbert
Subject: Report on Users that have never logged in

I found the API and ran it but every single agent has the same "dateLastLogin": "0000-12-30T00:00:00Z". I tried a few pages and everyone is the same.

 

 

 

Upcoming PTO: July 22 & July 25

 

Judy Heckbert
Manager, Call Center Platforms | Business Process Outsourcing | NTT

 

 

Office: 416-521-2862

Mobile: 902-303-3657

E-mail: judy.heckbert@global.ntt

For more information, please visit our website or Follow us on Social Media:

   

 

This email and all contents are subject to the following disclaimer:
https://services.global.ntt/en-us/email-disclaimer

Original Message:
Sent: 7/21/2022 11:23:00 AM
From: Cory King
Subject: RE: Report on Users that have never logged in

Hi Judy -
We do this on a regular basis for my team. We pull data from the/api/v2/users and expand on the dateLastLogin value as a starting point. We take that data and import it into Excel for further analysis. Then we filter the records for accounts that have either never logged in or haven't logged in for the past 30 days and compare that against our HRIS system, which is the source of truth to determine employment status.
Here's a couple of the lessons we've learned along the way. You're likely aware of these, but I wanted to share for others who might look at this thread. :)
1) You'll get likely get some outliers in the data. For example, the president of my company never log into Genesys; he just cares if his desk phone is capable of making/receiving calls, so he's never in the UI.
2) If your accounts have DIDs on them, you'll probably want to make sure you reclaim those before deactivating the account or else things can get weird.
3) Make sure any dashboards referencing the user get updated prior to deactivating the account or the dashboard might start throwing errors.

I hope this helps!

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Another query here Judy.  How many of the users you're running the query on are actually cloned users/users from an authorised org?  I have a feeling you'll only see data populated for dateLastLogin if the users login directly to that org.  Whereas you'll get token info for any of them.

------------------------------
Vaun McCarthy
------------------------------

Original Message:
Sent: 07-21-2022 11:43
From: Judy Heckbert
Subject: Report on Users that have never logged in

I found the API and ran it but every single agent has the same "dateLastLogin": "0000-12-30T00:00:00Z". I tried a few pages and everyone is the same.

 

 

 

Upcoming PTO: July 22 & July 25

 

Judy Heckbert
Manager, Call Center Platforms | Business Process Outsourcing | NTT

 

 

Office: 416-521-2862

Mobile: 902-303-3657

E-mail: judy.heckbert@global.ntt

For more information, please visit our website or Follow us on Social Media:

   

 

This email and all contents are subject to the following disclaimer:
https://services.global.ntt/en-us/email-disclaimer

Original Message:
Sent: 7/21/2022 11:23:00 AM
From: Cory King
Subject: RE: Report on Users that have never logged in

Hi Judy -
We do this on a regular basis for my team. We pull data from the/api/v2/users and expand on the dateLastLogin value as a starting point. We take that data and import it into Excel for further analysis. Then we filter the records for accounts that have either never logged in or haven't logged in for the past 30 days and compare that against our HRIS system, which is the source of truth to determine employment status.
Here's a couple of the lessons we've learned along the way. You're likely aware of these, but I wanted to share for others who might look at this thread. :)
1) You'll get likely get some outliers in the data. For example, the president of my company never log into Genesys; he just cares if his desk phone is capable of making/receiving calls, so he's never in the UI.
2) If your accounts have DIDs on them, you'll probably want to make sure you reclaim those before deactivating the account or else things can get weird.
3) Make sure any dashboards referencing the user get updated prior to deactivating the account or the dashboard might start throwing errors.

I hope this helps!

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Can you point me to any where on the internets where I can find instructions on importing JSON to Excel that works with the data that comes out raw when you manually run an API?

------------------------------
Brenda Wynne
Alcon Vision LLC
------------------------------

Original Message:
Sent: 07-21-2022 11:22
From: Cory King
Subject: Report on Users that have never logged in

Hi Judy -
We do this on a regular basis for my team. We pull data from the/api/v2/users and expand on the dateLastLogin value as a starting point. We take that data and import it into Excel for further analysis. Then we filter the records for accounts that have either never logged in or haven't logged in for the past 30 days and compare that against our HRIS system, which is the source of truth to determine employment status.
Here's a couple of the lessons we've learned along the way. You're likely aware of these, but I wanted to share for others who might look at this thread. :)
1) You'll get likely get some outliers in the data. For example, the president of my company never log into Genesys; he just cares if his desk phone is capable of making/receiving calls, so he's never in the UI.
2) If your accounts have DIDs on them, you'll probably want to make sure you reclaim those before deactivating the account or else things can get weird.
3) Make sure any dashboards referencing the user get updated prior to deactivating the account or the dashboard might start throwing errors.

I hope this helps!

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Hi Brenda -
This site seems to do a pretty good job of explaining the process: https://www.howtogeek.com/775651/how-to-convert-a-json-file-to-microsoft-excel/

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Original Message:
Sent: 07-21-2022 14:21
From: Brenda Wynne
Subject: Report on Users that have never logged in

Can you point me to any where on the internets where I can find instructions on importing JSON to Excel that works with the data that comes out raw when you manually run an API?

------------------------------
Brenda Wynne
Alcon Vision LLC
------------------------------


Original Message:
Sent: 07-21-2022 11:22
From: Cory King
Subject: Report on Users that have never logged in

Hi Judy -
We do this on a regular basis for my team. We pull data from the/api/v2/users and expand on the dateLastLogin value as a starting point. We take that data and import it into Excel for further analysis. Then we filter the records for accounts that have either never logged in or haven't logged in for the past 30 days and compare that against our HRIS system, which is the source of truth to determine employment status.
Here's a couple of the lessons we've learned along the way. You're likely aware of these, but I wanted to share for others who might look at this thread. :)
1) You'll get likely get some outliers in the data. For example, the president of my company never log into Genesys; he just cares if his desk phone is capable of making/receiving calls, so he's never in the UI.
2) If your accounts have DIDs on them, you'll probably want to make sure you reclaim those before deactivating the account or else things can get weird.
3) Make sure any dashboards referencing the user get updated prior to deactivating the account or the dashboard might start throwing errors.

I hope this helps!

------------------------------
Cory King
IT Lead
IGS Energy

I always get stuck at this step:

It doesn't give me the expand columns option To choose which columns to keep in your spreadsheet, next to "Column1," click the double-arrow icon.

------------------------------
Brenda Wynne
Alcon Vision LLC
------------------------------

Original Message:
Sent: 07-21-2022 14:26
From: Cory King
Subject: Report on Users that have never logged in

Hi Brenda -
This site seems to do a pretty good job of explaining the process: https://www.howtogeek.com/775651/how-to-convert-a-json-file-to-microsoft-excel/

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------


Original Message:
Sent: 07-21-2022 14:21
From: Brenda Wynne
Subject: Report on Users that have never logged in

Can you point me to any where on the internets where I can find instructions on importing JSON to Excel that works with the data that comes out raw when you manually run an API?

------------------------------
Brenda Wynne
Alcon Vision LLC


Original Message:
Sent: 07-21-2022 11:22
From: Cory King
Subject: Report on Users that have never logged in

Hi Judy -
We do this on a regular basis for my team. We pull data from the/api/v2/users and expand on the dateLastLogin value as a starting point. We take that data and import it into Excel for further analysis. Then we filter the records for accounts that have either never logged in or haven't logged in for the past 30 days and compare that against our HRIS system, which is the source of truth to determine employment status.
Here's a couple of the lessons we've learned along the way. You're likely aware of these, but I wanted to share for others who might look at this thread. :)
1) You'll get likely get some outliers in the data. For example, the president of my company never log into Genesys; he just cares if his desk phone is capable of making/receiving calls, so he's never in the UI.
2) If your accounts have DIDs on them, you'll probably want to make sure you reclaim those before deactivating the account or else things can get weird.
3) Make sure any dashboards referencing the user get updated prior to deactivating the account or the dashboard might start throwing errors.

I hope this helps!

------------------------------
Cory King
IT Lead
IGS Energy

Hi Brenda,

Apologies, but what double-arrow icon are you referring to please?

Thanks!

------------------------------
Bert Barrez
Sedgwick Claims Management Services, Inc.
------------------------------

Original Message:
Sent: 07-21-2022 14:39
From: Brenda Wynne
Subject: Report on Users that have never logged in

I always get stuck at this step:

It doesn't give me the expand columns option To choose which columns to keep in your spreadsheet, next to "Column1," click the double-arrow icon.

------------------------------
Brenda Wynne
Alcon Vision LLC
------------------------------


Original Message:
Sent: 07-21-2022 14:26
From: Cory King
Subject: Report on Users that have never logged in

Hi Brenda -
This site seems to do a pretty good job of explaining the process: https://www.howtogeek.com/775651/how-to-convert-a-json-file-to-microsoft-excel/

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy


Original Message:
Sent: 07-21-2022 14:21
From: Brenda Wynne
Subject: Report on Users that have never logged in

Can you point me to any where on the internets where I can find instructions on importing JSON to Excel that works with the data that comes out raw when you manually run an API?

------------------------------
Brenda Wynne
Alcon Vision LLC


Original Message:
Sent: 07-21-2022 11:22
From: Cory King
Subject: Report on Users that have never logged in

Hi Judy -
We do this on a regular basis for my team. We pull data from the/api/v2/users and expand on the dateLastLogin value as a starting point. We take that data and import it into Excel for further analysis. Then we filter the records for accounts that have either never logged in or haven't logged in for the past 30 days and compare that against our HRIS system, which is the source of truth to determine employment status.
Here's a couple of the lessons we've learned along the way. You're likely aware of these, but I wanted to share for others who might look at this thread. :)
1) You'll get likely get some outliers in the data. For example, the president of my company never log into Genesys; he just cares if his desk phone is capable of making/receiving calls, so he's never in the UI.
2) If your accounts have DIDs on them, you'll probably want to make sure you reclaim those before deactivating the account or else things can get weird.
3) Make sure any dashboards referencing the user get updated prior to deactivating the account or the dashboard might start throwing errors.

I hope this helps!

------------------------------
Cory King
IT Lead
IGS Energy

Original Message:
Sent: 7/25/2022 6:34:00 AM
From: Bert Barrez
Subject: RE: Report on Users that have never logged in

Hi Brenda,

Apologies, but what double-arrow icon are you referring to please?

Thanks!

------------------------------
Bert Barrez
Sedgwick Claims Management Services, Inc.
------------------------------


Original Message:
Sent: 07-21-2022 14:39
From: Brenda Wynne
Subject: Report on Users that have never logged in

I always get stuck at this step:

It doesn't give me the expand columns option To choose which columns to keep in your spreadsheet, next to "Column1," click the double-arrow icon.

------------------------------
Brenda Wynne
Alcon Vision LLC
------------------------------


Original Message:
Sent: 07-21-2022 14:26
From: Cory King
Subject: Report on Users that have never logged in

Hi Brenda -
This site seems to do a pretty good job of explaining the process: https://www.howtogeek.com/775651/how-to-convert-a-json-file-to-microsoft-excel/

Thanks!

------------------------------
Cory King
IT Lead
IGS Energy


Original Message:
Sent: 07-21-2022 14:21
From: Brenda Wynne
Subject: Report on Users that have never logged in

Can you point me to any where on the internets where I can find instructions on importing JSON to Excel that works with the data that comes out raw when you manually run an API?

------------------------------
Brenda Wynne
Alcon Vision LLC

Your other option is to use the Genesys CLI under something like Powershell.  You can then "natively" have it convert the JSON to CSV for you.  Works quite well with something like this users API.

------------------------------
Vaun McCarthy
------------------------------

Original Message:
Sent: 07-21-2022 14:21
From: Brenda Wynne
Subject: Report on Users that have never logged in

Can you point me to any where on the internets where I can find instructions on importing JSON to Excel that works with the data that comes out raw when you manually run an API?

------------------------------
Brenda Wynne
Alcon Vision LLC
------------------------------


Original Message:
Sent: 07-21-2022 11:22
From: Cory King
Subject: Report on Users that have never logged in

Hi Judy -
We do this on a regular basis for my team. We pull data from the/api/v2/users and expand on the dateLastLogin value as a starting point. We take that data and import it into Excel for further analysis. Then we filter the records for accounts that have either never logged in or haven't logged in for the past 30 days and compare that against our HRIS system, which is the source of truth to determine employment status.
Here's a couple of the lessons we've learned along the way. You're likely aware of these, but I wanted to share for others who might look at this thread. :)
1) You'll get likely get some outliers in the data. For example, the president of my company never log into Genesys; he just cares if his desk phone is capable of making/receiving calls, so he's never in the UI.
2) If your accounts have DIDs on them, you'll probably want to make sure you reclaim those before deactivating the account or else things can get weird.
3) Make sure any dashboards referencing the user get updated prior to deactivating the account or the dashboard might start throwing errors.

I hope this helps!

------------------------------
Cory King
IT Lead
IGS Energy

Hi, you want to use lasttokenissued as dateLastLogin does not get updated all the time.

------------------------------
andrew lewis
Health Management Ltd
------------------------------

Have a look at the attachment. This is how i import JSON data into Excel. Hope it helps.

------------------------------
andrew lewis
Health Management Ltd
------------------------------

Original Message:
Sent: 07-22-2022 03:51
From: andrew lewis
Subject: Report on Users that have never logged in

Hi, you want to use lasttokenissued as dateLastLogin does not get updated all the time.

------------------------------
andrew lewis
Health Management Ltd
------------------------------

Thank you to everyone who has chimed in. We ended up using the /api/v2/users to get the data and then used the JSON to excel method explained. We used lastTokenIssued field.

This gave me exactly what I needed. Thank you to all. 

------------------------------
Judy Heckbert
NTT Canada
------------------------------