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  • 1.  Reporting Need - Agent Calls by Skill

    Posted 11-01-2023 15:37
    No replies, thread closed.

    HI, all!

    How can I run a report that shows me how many calls each agents handled, grouped by skill?  For example, I want to know exactly who answered calls that cam through Skill A in the month of October and how many each of them handled.  How can I run?  I'm not seeing the ability to break down the Skill Performance report.  Previous Genesys version allowed drill downs/grouping of Campaign, Skills, and Agents in single reports and in any combination but I can't figure out how to replicate that in this version. 


    #Genesys Cloud CX
    #Workforce Engagement Management
    #Workforce Management
    #Performance Management

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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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  • 2.  RE: Reporting Need - Agent Calls by Skill

    Posted 11-01-2023 15:58
    No replies, thread closed.

    Never mind.  I sort of figured it out.  For those interested, here is how I did it...

    Using the regular Queue Activity Workspace, choose the queue.  Go to the "Agents" tab. Filter by the specific skills. Unfortunately, I can only do it for one skill at a time.  If I add more than one in the filter, it sums it up.  It does not show the breakdown by skill.

    If anyone has a better way or more insight, I am all ears. 



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
    ------------------------------



  • 3.  RE: Reporting Need - Agent Calls by Skill

    Posted 11-01-2023 20:47
    Edited by Tracy Vickers 08-04-2025 05:26
    No replies, thread closed.

    Skill based routing is such a basic function these days. Yet support, especially around reporting for it in Genesys is lacking.

    The Analytics Conversation Aggregate query API lets you group by routingskill

    https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-analytics-conversations-aggregates-query

    But outside of APIs, and/or feeding the data through to another platform, skill based reporting seems lackluster.

    There is probably some solutions on AppFoundry that will provide that, but feels bad having to pay for a reporting solution just for this.

    Would love to hear some tips and tricks from anyone that has them

    Edit: Link to Idea that is relevant: (https://genesyscloud.ideas.aha.io/ideas/WFMRTM-I-60)



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    Anton Vroon
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    Original Message


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