Genesys Cloud - Main

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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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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