Workforce Engagement Management

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  • 1.  Reports on Not Ready

    Posted 11-01-2022 07:57
    Good morning everyone

    I am looking in Cloud for a similar report that Engage has.  Looking for Agent State Report.  We use this report to determine utilization for an agent.  The report in Engage looks like this.

    I have been looking at the reports in Cloud but cannot locate a similar one,

    As always appreciate any help.

    Thanks
    Shirley

    #WorkforceManagement

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    Shirley Harbers
    Alcatel-Lucent USA Inc.
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  • 2.  RE: Reports on Not Ready

    GENESYS
    Posted 11-01-2022 08:10

    Hi Shirley

    Check out the user status detail report: https://help.mypurecloud.com/articles/user-status-detail-report/

    User Status Detail report



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    Cameron Smith
    VP, Product Management - Workforce Engagement Management
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  • 3.  RE: Reports on Not Ready

    Posted 11-28-2022 09:11
    Thank you - I was away and therefore did not try.  I did today :)  Can it be run at a management level or do I have to create a report for each group?  Also for the life of me I cannot find an India +9.5 hours timezone.  we are now live so I want to see if it captured the aux codes.

    Thanks
    Shirley

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    Shirley Harbers
    Alcatel-Lucent USA Inc.
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