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  • 1.  Reporting on Concurrency

    Posted 03-29-2024 15:11
    No replies, thread closed.

    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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  • 2.  RE: Reporting on Concurrency

    Posted 04-01-2024 13:10
    No replies, thread closed.

    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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  • 3.  RE: Reporting on Concurrency
    Best Answer

    Posted 07-05-2024 12:03
    No replies, thread closed.

    There is an idea on the Product Ideas Lab that is currently asking for feedback on the impact to help with prioritization.  I would recommend voting on and leaving feedback on the ideas as to how this affects your organization: UCC-I-574



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    Samuel Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


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