Genesys Cloud - Main

Product: Genesys Cloud

Hello everyone,

I've recently been tasked by one of our supervisors to show a report every week that shows each of our agents in a particular phone queue with the data of 1) How many calls were presented to each agent and 2) How many calls they actually answered.

The preconfigured report "Agent Metrics Report" does not have this particular information. I've also looked at the "Queue Metrics Report", but this shows only a collection of all agents in the queue and not the individuals.

Can anyone tell me if there is a preconfigured report that I have not found (I'm pretty sure I've viewed them all) that might have this info. Or, is there a way to customize a report to show the information my supervisor is looking for?

Thanks in advance for any help,

-Ryan

Product: Genesys Cloud

Hello everyone,

I've recently been tasked by one of our supervisors to show a report every week that shows each of our agents in a particular phone queue with the data of 1) How many calls were presented to each agent and 2) How many calls they actually answered.

The preconfigured report "Agent Metrics Report" does not have this particular information. I've also looked at the "Queue Metrics Report", but this shows only a collection of all agents in the queue and not the individuals.

Can anyone tell me if there is a preconfigured report that I have not found (I'm pretty sure I've viewed them all) that might have this info. Or, is there a way to customize a report to show the information my supervisor is looking for?

Thanks in advance for any help,

-Ryan

I would add to this a little bit.  Be sure to keep an eye on Handled as well.  In Genesys Cloud, there is a pretty big difference between Answered Calls and Handled Calls, especially in the event of transfers.

More Information can be found here:
https://help.mypurecloud.com/faqs/what-is-the-difference-between-the-answered-and-handle-metrics/

If your supervisor only cares about how many calls the agent answered directly out of a queue (as opposed to transfers from another agent, etc.), you are good to go.  But if they are curious about ALL possible calls they were presented with, Handled may be a better metric.

Product: Genesys Cloud

Hello everyone,

I've recently been tasked by one of our supervisors to show a report every week that shows each of our agents in a particular phone queue with the data of 1) How many calls were presented to each agent and 2) How many calls they actually answered.

The preconfigured report "Agent Metrics Report" does not have this particular information. I've also looked at the "Queue Metrics Report", but this shows only a collection of all agents in the queue and not the individuals.

Can anyone tell me if there is a preconfigured report that I have not found (I'm pretty sure I've viewed them all) that might have this info. Or, is there a way to customize a report to show the information my supervisor is looking for?

Thanks in advance for any help,

-Ryan

I would add to this a little bit.  Be sure to keep an eye on Handled as well.  In Genesys Cloud, there is a pretty big difference between Answered Calls and Handled Calls, especially in the event of transfers.

More Information can be found here:
https://help.mypurecloud.com/faqs/what-is-the-difference-between-the-answered-and-handle-metrics/

If your supervisor only cares about how many calls the agent answered directly out of a queue (as opposed to transfers from another agent, etc.), you are good to go.  But if they are curious about ALL possible calls they were presented with, Handled may be a better metric.

Product: Genesys Cloud

Hello everyone,

I've recently been tasked by one of our supervisors to show a report every week that shows each of our agents in a particular phone queue with the data of 1) How many calls were presented to each agent and 2) How many calls they actually answered.

The preconfigured report "Agent Metrics Report" does not have this particular information. I've also looked at the "Queue Metrics Report", but this shows only a collection of all agents in the queue and not the individuals.

Can anyone tell me if there is a preconfigured report that I have not found (I'm pretty sure I've viewed them all) that might have this info. Or, is there a way to customize a report to show the information my supervisor is looking for?

Thanks in advance for any help,

-Ryan

I would add to this a little bit.  Be sure to keep an eye on Handled as well.  In Genesys Cloud, there is a pretty big difference between Answered Calls and Handled Calls, especially in the event of transfers.

More Information can be found here:
https://help.mypurecloud.com/faqs/what-is-the-difference-between-the-answered-and-handle-metrics/

If your supervisor only cares about how many calls the agent answered directly out of a queue (as opposed to transfers from another agent, etc.), you are good to go.  But if they are curious about ALL possible calls they were presented with, Handled may be a better metric.

Product: Genesys Cloud

Hello everyone,

I've recently been tasked by one of our supervisors to show a report every week that shows each of our agents in a particular phone queue with the data of 1) How many calls were presented to each agent and 2) How many calls they actually answered.

The preconfigured report "Agent Metrics Report" does not have this particular information. I've also looked at the "Queue Metrics Report", but this shows only a collection of all agents in the queue and not the individuals.

Can anyone tell me if there is a preconfigured report that I have not found (I'm pretty sure I've viewed them all) that might have this info. Or, is there a way to customize a report to show the information my supervisor is looking for?

Thanks in advance for any help,

-Ryan

I would add to this a little bit.  Be sure to keep an eye on Handled as well.  In Genesys Cloud, there is a pretty big difference between Answered Calls and Handled Calls, especially in the event of transfers.

More Information can be found here:
https://help.mypurecloud.com/faqs/what-is-the-difference-between-the-answered-and-handle-metrics/

If your supervisor only cares about how many calls the agent answered directly out of a queue (as opposed to transfers from another agent, etc.), you are good to go.  But if they are curious about ALL possible calls they were presented with, Handled may be a better metric.

Product: Genesys Cloud

Hello everyone,

I've recently been tasked by one of our supervisors to show a report every week that shows each of our agents in a particular phone queue with the data of 1) How many calls were presented to each agent and 2) How many calls they actually answered.

The preconfigured report "Agent Metrics Report" does not have this particular information. I've also looked at the "Queue Metrics Report", but this shows only a collection of all agents in the queue and not the individuals.

Can anyone tell me if there is a preconfigured report that I have not found (I'm pretty sure I've viewed them all) that might have this info. Or, is there a way to customize a report to show the information my supervisor is looking for?

Thanks in advance for any help,

-Ryan

Product: Genesys Cloud

Hello everyone,

I've recently been tasked by one of our supervisors to show a report every week that shows each of our agents in a particular phone queue with the data of 1) How many calls were presented to each agent and 2) How many calls they actually answered.

The preconfigured report "Agent Metrics Report" does not have this particular information. I've also looked at the "Queue Metrics Report", but this shows only a collection of all agents in the queue and not the individuals.

Can anyone tell me if there is a preconfigured report that I have not found (I'm pretty sure I've viewed them all) that might have this info. Or, is there a way to customize a report to show the information my supervisor is looking for?

Thanks in advance for any help,

-Ryan