#Reporting/Analytics

#Basicfeaturesandfunctionality

#FeatureRequests

#NewToPurecloud

------------------------------
Elizabeth Guthrie
Aramark Services Inc.
------------------------------

It looks like you are using the Reports junk.  You should not be.  You need to configure the columns and filters you want in the Queue Performance View and then you can export as a report of schedule reports.  Have Richard contact me and I can help you through this.  

#Reporting/Analytics

#Basicfeaturesandfunctionality

#FeatureRequests

#NewToPurecloud

------------------------------
Elizabeth Guthrie
Aramark Services Inc.
------------------------------

Thanks for the reply. The screenshot I included in the original post was from the Performance Workspace view. I configured my columns and filters, and then set up the scheduled export. However, when the scheduled export is set up, Cloud only allows you to split the data by Media Type. It doesn't allow you split by Media Type AND Queue. That's the problem. And when you configure the columns, it doesn't allow you to exclude the Queue as a column to eliminate the duplicate rows.  

It looks like you are using the Reports junk.  You should not be.  You need to configure the columns and filters you want in the Queue Performance View and then you can export as a report of schedule reports.  Have Richard contact me and I can help you through this.  

#Reporting/Analytics

#Basicfeaturesandfunctionality

#FeatureRequests

#NewToPurecloud

------------------------------
Elizabeth Guthrie
Aramark Services Inc.
------------------------------

Hi Elizabeth

So what you are ultimately after is a report/view that shows you Queues with the Skills and their performance listed underneath them, rather than the other way around (skills broken out by what queues they are on) which is what the Skill Performance view currently shows? Either way you will have 'duplicate' rows, as if you have multiple skills in the same queue, you will have a row for each skill in that case, and some skills might be in multiple queues as well.  If you just want 1 row per queue, without the skills listed then just do a queue performance view.

Genesys does seem to be lacking in Skill level reporting, I would love to see skill reporting improved for both Historical and Realtime. A lot of the historical you can get if you feed it in to an external reporting platform but that is easier said than done.

I haven't found a good idea listed in the Ideas portal to address this, if anyone has found one please share.

Thanks for the reply. The screenshot I included in the original post was from the Performance Workspace view. I configured my columns and filters, and then set up the scheduled export. However, when the scheduled export is set up, Cloud only allows you to split the data by Media Type. It doesn't allow you split by Media Type AND Queue. That's the problem. And when you configure the columns, it doesn't allow you to exclude the Queue as a column to eliminate the duplicate rows.  

It looks like you are using the Reports junk.  You should not be.  You need to configure the columns and filters you want in the Queue Performance View and then you can export as a report of schedule reports.  Have Richard contact me and I can help you through this.  

#Reporting/Analytics

#Basicfeaturesandfunctionality

#FeatureRequests

#NewToPurecloud

------------------------------
Elizabeth Guthrie
Aramark Services Inc.
------------------------------

@Anton Vroon @Elizabeth Guthrie This is definitely on our radar and we plan to enable advanced Skills reporting. Here are a few ideas to vote on and watch. You'll notice that a couple of them are marked Future Consideration, but please continue to vote on them. We have platform initiatives to complete first to allow us to bring forward these initiatives. 

DARAR-I-1451 Skills-based grouping of real-time metrics on Performance Dashboard 

ANLS-I-644 Performance Dashboard for Real Time Skills 

WFMRTM-I-60 Summary, filtering by skill the interaction waiting on Queue and agents routing status

Regards,

Hi Elizabeth

So what you are ultimately after is a report/view that shows you Queues with the Skills and their performance listed underneath them, rather than the other way around (skills broken out by what queues they are on) which is what the Skill Performance view currently shows? Either way you will have 'duplicate' rows, as if you have multiple skills in the same queue, you will have a row for each skill in that case, and some skills might be in multiple queues as well.  If you just want 1 row per queue, without the skills listed then just do a queue performance view.

Genesys does seem to be lacking in Skill level reporting, I would love to see skill reporting improved for both Historical and Realtime. A lot of the historical you can get if you feed it in to an external reporting platform but that is easier said than done.

I haven't found a good idea listed in the Ideas portal to address this, if anyone has found one please share.

Thanks for the reply. The screenshot I included in the original post was from the Performance Workspace view. I configured my columns and filters, and then set up the scheduled export. However, when the scheduled export is set up, Cloud only allows you to split the data by Media Type. It doesn't allow you split by Media Type AND Queue. That's the problem. And when you configure the columns, it doesn't allow you to exclude the Queue as a column to eliminate the duplicate rows.  

It looks like you are using the Reports junk.  You should not be.  You need to configure the columns and filters you want in the Queue Performance View and then you can export as a report of schedule reports.  Have Richard contact me and I can help you through this.  

#Reporting/Analytics

#Basicfeaturesandfunctionality

#FeatureRequests

#NewToPurecloud

------------------------------
Elizabeth Guthrie
Aramark Services Inc.
------------------------------

@Laurie Nelson  @Anton Vroon Thank you both! Attached is an example of the old Queue Detail Report we could run out of PureConnect, which gave us the ability to filter by media types and workgroups, and then group the data by Media Type > Queue > Skill. It was SUPER helpful! We really need the same reporting capabilities in Cloud!   

@Anton Vroon @Elizabeth Guthrie This is definitely on our radar and we plan to enable advanced Skills reporting. Here are a few ideas to vote on and watch. You'll notice that a couple of them are marked Future Consideration, but please continue to vote on them. We have platform initiatives to complete first to allow us to bring forward these initiatives. 

DARAR-I-1451 Skills-based grouping of real-time metrics on Performance Dashboard 

ANLS-I-644 Performance Dashboard for Real Time Skills 

WFMRTM-I-60 Summary, filtering by skill the interaction waiting on Queue and agents routing status

Regards,

Hi Elizabeth

So what you are ultimately after is a report/view that shows you Queues with the Skills and their performance listed underneath them, rather than the other way around (skills broken out by what queues they are on) which is what the Skill Performance view currently shows? Either way you will have 'duplicate' rows, as if you have multiple skills in the same queue, you will have a row for each skill in that case, and some skills might be in multiple queues as well.  If you just want 1 row per queue, without the skills listed then just do a queue performance view.

Genesys does seem to be lacking in Skill level reporting, I would love to see skill reporting improved for both Historical and Realtime. A lot of the historical you can get if you feed it in to an external reporting platform but that is easier said than done.

I haven't found a good idea listed in the Ideas portal to address this, if anyone has found one please share.

Thanks for the reply. The screenshot I included in the original post was from the Performance Workspace view. I configured my columns and filters, and then set up the scheduled export. However, when the scheduled export is set up, Cloud only allows you to split the data by Media Type. It doesn't allow you split by Media Type AND Queue. That's the problem. And when you configure the columns, it doesn't allow you to exclude the Queue as a column to eliminate the duplicate rows.  

It looks like you are using the Reports junk.  You should not be.  You need to configure the columns and filters you want in the Queue Performance View and then you can export as a report of schedule reports.  Have Richard contact me and I can help you through this.  

#Reporting/Analytics

#Basicfeaturesandfunctionality

#FeatureRequests

#NewToPurecloud

------------------------------
Elizabeth Guthrie
Aramark Services Inc.
------------------------------

Hi @Elizabeth Guthrie, I pulled skills performance export from the skills performance view as shown below. It looks like you also pulled the same export, based on the first screenshot. However, I am not sure I understand your comment about the duplicate rows. In the example below, the data for each skill is not repeated. If there are multiple queues associated, then the data will be listed for each queue separately under that skill. However, it looks like the main goal for you is to be able to group the data by media type and queue, which this export is not providing. Can you please add an idea on the idea portal and we'll evaluate it as part of our intake process. Thank you!

@Laurie Nelson  @Anton Vroon Thank you both! Attached is an example of the old Queue Detail Report we could run out of PureConnect, which gave us the ability to filter by media types and workgroups, and then group the data by Media Type > Queue > Skill. It was SUPER helpful! We really need the same reporting capabilities in Cloud!   

@Anton Vroon @Elizabeth Guthrie This is definitely on our radar and we plan to enable advanced Skills reporting. Here are a few ideas to vote on and watch. You'll notice that a couple of them are marked Future Consideration, but please continue to vote on them. We have platform initiatives to complete first to allow us to bring forward these initiatives. 

DARAR-I-1451 Skills-based grouping of real-time metrics on Performance Dashboard 

ANLS-I-644 Performance Dashboard for Real Time Skills 

WFMRTM-I-60 Summary, filtering by skill the interaction waiting on Queue and agents routing status

Regards,

Hi Elizabeth

So what you are ultimately after is a report/view that shows you Queues with the Skills and their performance listed underneath them, rather than the other way around (skills broken out by what queues they are on) which is what the Skill Performance view currently shows? Either way you will have 'duplicate' rows, as if you have multiple skills in the same queue, you will have a row for each skill in that case, and some skills might be in multiple queues as well.  If you just want 1 row per queue, without the skills listed then just do a queue performance view.

Genesys does seem to be lacking in Skill level reporting, I would love to see skill reporting improved for both Historical and Realtime. A lot of the historical you can get if you feed it in to an external reporting platform but that is easier said than done.

I haven't found a good idea listed in the Ideas portal to address this, if anyone has found one please share.

Thanks for the reply. The screenshot I included in the original post was from the Performance Workspace view. I configured my columns and filters, and then set up the scheduled export. However, when the scheduled export is set up, Cloud only allows you to split the data by Media Type. It doesn't allow you split by Media Type AND Queue. That's the problem. And when you configure the columns, it doesn't allow you to exclude the Queue as a column to eliminate the duplicate rows.  

It looks like you are using the Reports junk.  You should not be.  You need to configure the columns and filters you want in the Queue Performance View and then you can export as a report of schedule reports.  Have Richard contact me and I can help you through this.  

#Reporting/Analytics

#Basicfeaturesandfunctionality

#FeatureRequests

#NewToPurecloud

------------------------------
Elizabeth Guthrie
Aramark Services Inc.
------------------------------