Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Reporting to include disabled users

    Posted 07-14-2023 16:09
    No replies, thread closed.

    One of our reporting users is trying to create a report for June for a user who left halfway through the month and has since been disabled. Specifically the Queue Agent Performance. 

     

    Is this possible to do? I don't see an option for this user to show up in that report even though they are still in that queue but are just set as disabled in Genesys Cloud. 


    #Reporting/Analytics

    ------------------------------
    Slade Benda
    Mayo Employees Federal Credit Union
    ------------------------------


  • 2.  RE: Reporting to include disabled users

    Posted 07-16-2023 04:32
    No replies, thread closed.

    GET /api/v2/users/{userId}/state will show you the state and date/time of change to that state.  That is a single-user function, so you would have to iterate through users, which could easily be done by feeding in a list of users into the CLI using get users state [userid].



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Reporting to include disabled users

    Posted 07-17-2023 10:19
    Edited by Greg Cole 07-17-2023 10:19
    No replies, thread closed.

    Hello Slade,

    We recently released a beta that may help you.  With the beta enabled, you can now filter agents by user state (active, inactive and deleted) in the Agent Performance View.  If you are interested, e-mail me at Greg.Cole@genesys.com with your org information and I will enable it for you.

    https://community.genesys.com/discussion/beta-release-filter-agents-by-active-inactive-and-deleted-users-in-agent-summary-views#bmc84a87ce-2590-4081-899b-ad83971948fc

    Thanks,

    Greg



    ------------------------------
    Greg Cole
    Genesys - Employees
    ------------------------------



  • 4.  RE: Reporting to include disabled users

    Posted 09-15-2023 10:30
    No replies, thread closed.

    Excellent function and very useful, let's hope it comes out in a release soon.

    Thank you



    ------------------------------
    Virgilio Asencios
    E-Business Distribution Peru S.A.
    ------------------------------

    Original Message


  • 5.  RE: Reporting to include disabled users

    Posted 09-15-2023 15:13
    No replies, thread closed.

    Yes, it should be GA next month!

    -Greg



    ------------------------------
    Greg Cole
    Genesys - Employees
    ------------------------------

    Original Message


Related Content