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  • 1.  sorting and filter for performance views

    Posted 11-03-2020 10:02
    No replies, thread closed.

    Hi there,

    I was wondering if there have been any ideas submitted regarding up and downward sorting options for columns in the many performance views? Secondly, I'd like to know if there are ideas to extend the filter options in the performance views?

    I've seen a lot of ideas about the many views that were quite customized approaches, so I wasn't sure continue one of those ideas or start a new discussion over here. 

    In our case we'd require 1) a sorting functionality for all parameters (see attachment column sorting) just as it is possible to sort agents alphabetically in this attached example of the agent view.

    2) we'd require a filter option for the status of agents on the right side in this agent view (see attachment status filter) in order to distinguish between online and offline users.


    Looking forward for feedback.
    Cheers Pierre


    #Reporting/Analytics

    ------------------------------
    Pierre Süptitz
    System Coordinator
    Postcode Lottery
    ------------------------------


  • 2.  RE: sorting and filter for performance views

    Posted 04-19-2021 14:58
    No replies, thread closed.
    Hi Pierre, 
    You might have had the answer already as the thread is from last year. The Genesys APIs are fantastic. We have a custom report dashboard application that has a raw data section that has this as a feature. So yes you can do it, customization will give you more control. 
    Kind Regards

    ------------------------------
    warren beddie
    Noralogix PTY (Ltd)
    warren@noralogix.com
    ------------------------------



  • 3.  RE: sorting and filter for performance views

    Posted 04-20-2021 04:11
    No replies, thread closed.
    Hi Warren,

    thanks for getting back. Unfortunately we haven't figured out how to best sort those agent views while supervising daily business. Our business case does not refer to downloading historical reports, but rather observing what's going on in the contact center. By being able to sort parameters, we'd have a better overview, as now off and online agents are mixed (see attachment). Are there any plans to introduce a sorting functionality in the performance views?

    If not, what APIs would you recommend to better sort out offline agents from a wallboard? And the report section you mentioned, I reckon you mean the fixed historical reports which can be edited and downloaded?

    Best
    Pierre

    ------------------------------
    Pierre Süptitz

    Postcode Lottery Limited
    ------------------------------

    Original Message


  • 4.  RE: sorting and filter for performance views

    Posted 04-22-2021 05:08
    No replies, thread closed.
    Hi Pierre, 
    Not sure about the standard stuff we build custom report and dashboards to client requirements. A good start point is
    https://developer.mypurecloud.com/api/rest/v2/analytics/user_detail.html. 
    // Enum Available for "AVAILABLE"
    Available = 1,
    //
    // Summary:
    // Enum Away for "AWAY"
    Away = 2,
    //
    // Summary:
    // Enum Busy for "BUSY"
    Busy = 3,
    //
    // Summary:
    // Enum Offline for "OFFLINE"
    Offline = 4,
    //
    // Summary:
    // Enum Idle for "IDLE"
    Idle = 5,
    //
    // Summary:
    // Enum OnQueue for "ON_QUEUE"
    OnQueue = 6,
    //
    // Summary:
    // Enum Meal for "MEAL"
    Meal = 7,
    //
    // Summary:
    // Enum Training for "TRAINING"
    Training = 8,
    //
    // Summary:
    // Enum Meeting for "MEETING"
    Meeting = 9,
    //
    // Summary:
    // Enum Break for "BREAK"
    Break = 10

    We are doing something similar on the reports side and then the dash side for our clients that have requested it. We have a shared SAAS model that changes monthly. The report will look something like this one. Give us a shot if you need anything else would be great to get your input . 


    Kind Regards





    ------------------------------
    warren beddie
    Noralogix PTY (Ltd)
    warren@noralogix.com
    ------------------------------

    Original Message


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