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  • 1.  Reports Limitations

    Posted 03-31-2023 08:17
    No replies, thread closed.

    Hey There,

    We have 6000+ users and we are unable to download the reports of all these users at once and it is really a cumbersome process to download it by manually selecting agents.

    Can someone HELP. Which is better to get Agent related reports, Workspace or Reports.?


    #Reporting/Analytics

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    Raghuvaran G
    Swiggy
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  • 2.  RE: Reports Limitations

    Posted 03-31-2023 21:50
    No replies, thread closed.

    Well, Workspace will be the only option as of this summer, when all the legacy Reports options are retired (September is the last one, I think).

    Which workspace view/report would you be looking to download?  For 6K agents, I'm assuming it's some kind of summary data, otherwise you should be looking at an API-based BI integration.



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    Paul McGurn
    Manager, Telecom Services
    GoTo
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  • 3.  RE: Reports Limitations

    Posted 04-01-2023 18:47
    No replies, thread closed.

    Hello,

    If you have developer resources, you may want to investigate: 
    SQL Database for Genesys Cloud Analytics Data
    https://appfoundry.genesys.com/filter/genesyscloud/listing/cb656e57-6b9b-4c7b-9aac-aecbc852a6b0

    Alternatively, there are numerous "Add-ons"  available:

    Avtex Insights
    https://appfoundry.genesys.com/filter/genesyscloud/listing/61a3411b-22c6-4b5d-b1f5-ee8162578541

    PureInsights
    https://www.mypureinsights.com/

    SuccessKPI
    https://successkpi.com/

    emite
    https://www.emite.com/

    brightmetrics
    https://brightmetrics.com/











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    Pete Schroeder
    HMC3 LLC
    Senior Contact Center Engineer
    pete.schroeder@hmcthree.com
    ------------------------------



  • 4.  RE: Reports Limitations

    Posted 04-01-2023 21:49
    No replies, thread closed.

    Hi Pete,

    Thanks for sharing this info, but isn't this a basic feature which Genesys should offer as part of the reporting.



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    Raghuvaran G
    Swiggy
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    Original Message


  • 5.  RE: Reports Limitations

    Posted 04-02-2023 14:35
    No replies, thread closed.

    Hi Swiggy,
    fully agree, but unfortunately most cloud systems provide only APIs to extract reporting and configuration data.
    Small customers typically don't necessarily need extracting data outside of GC but large customers often do.

    This is why we are also offering Slidy Data Mart on appFoundry https://appfoundry.genesys.com/filter/genesyscloud/listing/b45d4b87-db6e-4827-b330-7539d4a6cc18
    We have our ETL running on an implementation of about a total 15.000 configured users and hist a few API limitations and challenges that you typically don't experience with smaller user base. We do also offer different setup options (depending where you'd want to have the SQL database, in the cloud or on premise)
    There are a few alternatives as described by Pete above so you always have the option to develop it yourself or use one of the options available on the shelve, which gives you the opportunity to compare the features and overall cost.



    ------------------------------
    Hichem Agrebi
    hichem.agrebi@cc-expertise.com
    CC-Expertise Ltd
    ------------------------------

    Original Message


  • 6.  RE: Reports Limitations

    Posted 04-03-2023 10:55
    No replies, thread closed.

    Hi Swiggy, 

    I completely understand where you are coming from. We do not have an API to help us pull and organize the data as needed nor are we able to get one or anything additional for GC for some time. We download the data and use ALOT of different spreadsheets utilizing many excel tools to get the data merged and organized for our reporting needs. Pulling data from schedules often crashes or takes several attempts (that take some time). When we are downloading data from the Workspace, such as Agent performance, Agent interactions, Agent development etc. we filter and download by Work Team(s). It breaks it up in smaller batches and eliminates the need to select each agent one by one. We don't have 6000+ agents so I am not sure if it will help you or not, though I hope it does. 

    Heidi K



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    Heidi Kelly
    AAA Washington
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    Original Message


  • 7.  RE: Reports Limitations

    Posted 04-03-2023 09:10
    Edited by Jason Kleitz 08-13-2025 16:57
    No replies, thread closed.

    Hello, We have created automated custom reporting for several Genesys Cloud customers. We are a Premium App in AppFoundry. 

    Commerce.AI Base Platform: https://bit.ly/3ufnC9N 



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    Jay Acosta
    Tall Idea Labs DBA Commerce.AI
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