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  • 1.  Segmenting Reports by Multiple Branches

    Posted 21 days ago

    Hi,

    I have agents working at different locations receiving the calls from the same queue. The locations are a physically separate building with their own DNIS. 

    How can I keep queue and agent-related stats per branch? Filter by DNIS?  Create a skill for each location and assign it to agents and group by skill? Teams?  So many options and I am trying to decide which one would be more suitable. 


    #Reporting/Analytics

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    Amit Abdul
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  • 2.  RE: Segmenting Reports by Multiple Branches
    Best Answer

    Posted 21 days ago

    Hi Amit,

    I think any of those options would work to group them together. Hopefully someone else in the community can feed back on how they have approached this.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


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