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  • 1.  Start and Stop Times for Shift - Reporting

    Posted 06-09-2022 09:52
      |   view attached
    Hello,

    Attached is an example canned report with a start time 8a and stop of 17:30. I am wondering where is this configured? Is this in WM using work plans? 

    #Workforcemanagement
    #Reports
    #Analytics/WFM
    #Reporting/Analytics

    Thanks​​​​
    #Reporting/Analytics

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    Matthew Raleigh
    Contact Center Engineer L2
    Broker Solutions, Inc. DBA New American Funding
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    Attachment(s)

    pdf
    Queue Metrics Interval Export.pdf   102 KB 1 version


  • 2.  RE: Start and Stop Times for Shift - Reporting

    GENESYS
    Posted 06-10-2022 06:48

    This is a queue metrics interval report and nothing to do with agent shift start/stop times. The times are based on the actual data in the system given the parameters specified when the report is ran (or scheduled to run). The attachment just looks like the example report so values shown on it are not from a real system. If you ran a similar report for a real org where the queue had calls starting at 4:30am, then they would show on the report.

    https://help.mypurecloud.com/articles/queue-metrics-interval-report/



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    Jay Langsford
    VP, R&D
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    Original Message


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