Was reviewing this idea--https://genesyscloud.ideas.aha.io/ideas/WEM-I-541?utm_source=idea_comment_mailer&utm_medium=email&utm_campaign=subscribers--and there was an ask of how often agents are working several concurrent interactions. 

Is there a way  to accurately report on historical use of concurrency? The only way I know of today is to real-time monitor agents' interaction durations and rely on that anecdotal information.  Is there a more accurate way to determine if/when concurrency is be utilized? 

#Reporting/Analytics

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Shelby Cronk
C1
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Unfortunately, not currently.  We can see interactions by agent overlapping in time, but that is not really a report.  We have done this in our Ttec Insights product for customers.  I know Genesys is looking at how they can report on this, but not sure if there is anything in development.  

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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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Original Message:
Sent: 03-29-2024 15:10
From: Shelby Cronk
Subject: Reporting on Concurrency

Was reviewing this idea--https://genesyscloud.ideas.aha.io/ideas/WEM-I-541?utm_source=idea_comment_mailer&utm_medium=email&utm_campaign=subscribers--and there was an ask of how often agents are working several concurrent interactions. 

Is there a way  to accurately report on historical use of concurrency? The only way I know of today is to real-time monitor agents' interaction durations and rely on that anecdotal information.  Is there a more accurate way to determine if/when concurrency is be utilized? 

#Reporting/Analytics

------------------------------
Shelby Cronk
C1
------------------------------