Genesys Cloud - Main

Hello All,

It is very important to one of our divisions that they can report against time in secondary status, does anyone have a workaround for this? 

I understand it is not available in the performance workspace but I have seen mention of historical adherence as a potential tool for this but I can only see exceptions in this view and I would need to see all statuses per agent - is there any way to achieve this

Any support much appreciated

#Reporting/Analytics

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John Sergeant
Coloplast A/S
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Hello John,

And welcome to the community. I'm going to tag @Samuel Jillard to see if they know the answer to this.

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Jason Kleitz
Genesys - Employees
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Hi John,

As you stated, in the adherence view it is only going to show the exceptions, so wont provide you the info you are looking for.

The only place to report on secondary statuses currently is in the Agent Status Timeline view, which isn't going to make it easy to report on a division, as you would need to export and combine all the agents required into one report, although there is an upcoming development that will displaying the secondary statuses in the in the Agent Status view: Agent status view with secondary status indicators

You could also vote on/subscribe to the following idea Add Secondary Statuses to Agents > Statuses View to receive updates on when this idea is implemented, which hopefully will be quite soon.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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