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  • 1.  Reporting on Inactive Agents

    Posted 01-22-2020 08:47
    No replies, thread closed.
    My team just started using the PureCloud platform in July. Since that time, I've had some employee turnover. I've noticed that the status of the people (call center agents) in PureCloud impacts the ability to report on their data.

    For example, if I want to run a report on call metrics from July through December 2019, I cannot capture comprehensive information unless all prior employees are set to an active state. Not only is re-activating and inactivating employees cumbersome, it also has the potential to impact our monthly user costs.

    Is there an alternative way to capture the information I want without setting former employees to an active status?
    #Reporting/Analytics

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    Matthew Ackerman
    TGG Solutions, Manager of Customer Support
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  • 2.  RE: Reporting on Inactive Agents

    Posted 01-22-2020 09:48
    No replies, thread closed.
    Users can be active and assigned roles, but if they don't login during a month, you will not be billed.  I have found that if you set to inactive and choose to report on all agents, they will show up on the report, but you can't select them in lists.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 3.  RE: Reporting on Inactive Agents

    Posted 01-22-2020 18:15
    No replies, thread closed.
    There is some information in this FAQ which talks about inactive/deleted users and reports: https://help.mypurecloud.com/faq/how-do-active-inactive-and-deleted-users-affect-reports-and-performance-views/

    One part in particular: "Only active agents appear on agent-based views, such as the Agents Performance views. For agent-based reports, such as the Interaction Details report, you can select only active agents when you create a new report. However, if you already selected an inactive or deleted agent on a report while the agent was still active, then that agent still appears on the report when it runs."

    So, if there are users that leave and you set them inactive (or delete them), don't remove them from the reports that are already configured. However, if you want to create a new report you will (unfortunately) have to activate them again, add them to the report, and deactivate them again. Very cumbersome. (You don't get charged for them unless they log in).

    It would be better to switch over to using the Performance views if possible for seeing the information you want, since most views allow you to turn on seeing inactive and deleted users via filter. Most views allow you to export the data if you have to have a static report to send someone. Sorry, not a simple solution there, either. 

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    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
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    Original Message


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