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Stats for more than 1 Queue

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  • 1.  Stats for more than 1 Queue

    Posted 04-11-2020 15:48
    No replies, thread closed.
    Hi there,
    i have 12 x Divisions each with 3 x Queues.
    Example:
    1. Div1_Queue1
    2. Div1_Queue2
    3. Div1_Queue3
    4. Div2_Queue1
    5. Div2_Queue2
    6. Div3_Queue3

    i am able to view a dashboard for all divisions displaying 3 x Queues per Division.

    is there a way to display the totals per division which includes all Queues per division, Like On Prem Genesys where you have DN Group where you add all queues for a Total view.
    Example:
    1. Div1_Queue1, Div1_Queue2, Div1_Queue3 = Div1_All
    2. Div2_Queue1, Div2_Queue2, Div2_Queue3 = Div2_All

    #Reporting/Analytics

    ------------------------------
    Reginald Sheraton
    Bytes Systems Integration a Division of Altron
    ------------------------------


  • 2.  RE: Stats for more than 1 Queue

    Posted 04-12-2020 13:33
    No replies, thread closed.
    Have you tried to filter by the division in the queues views?  If you select the filter option in the top left of the screen, you can type either the division name or the queue names.

    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Stats for more than 1 Queue

    Posted 04-13-2020 03:08
      |   view attached
    No replies, thread closed.
    Thank you for your response, are you referring to on Dashboard as i am only able to filter for Queues and not Divisions

    ------------------------------
    Reginald Sheraton
    Bytes Systems Integration a Division of Altron
    ------------------------------

    Original Message


  • 4.  RE: Stats for more than 1 Queue

    Posted 04-13-2020 08:49
    No replies, thread closed.

    We haven't added the filter by division yet to Dashboards – it as available on the Queue Views.

     

    Have a great day!

     

    Darlene

     




    Original Message


  • 5.  RE: Stats for more than 1 Queue

    Posted 04-13-2020 08:59
    No replies, thread closed.
    Thanks, so just to confirm, this is not possible via dashboard or Architect Flow?

    ------------------------------
    Reginald Sheraton
    Bytes Systems Integration a Division of Altron
    ------------------------------

    Original Message


  • 6.  RE: Stats for more than 1 Queue

    Posted 04-13-2020 09:02
    No replies, thread closed.

    In Dashboards you would filter by each of the queues that's part of your division.

     

     




    Original Message


  • 7.  RE: Stats for more than 1 Queue

    Posted 04-13-2020 09:11
      |   view attached
    No replies, thread closed.
    Thanks, i have attached what the dashboard looks like currently.
    you will see there are 3 x Queues per Division, example:
    1. Nig_DSTV
    2. Nig_GoTV
    3. Nig_Other

    would be great if i could have a dashboard that will display totals for the above as Nig_All

    ------------------------------
    Reginald Sheraton
    Bytes Systems Integration a Division of Altron
    ------------------------------

    Original Message


  • 8.  RE: Stats for more than 1 Queue

    Posted 04-14-2020 10:05
    No replies, thread closed.

    Hi Reginald -

    If you're building the dashboard for individuals with permissions to see all queues, you'll need to divide your tiles up by division and only include those queues within that division. So, build three rows, each containing tiles for one division.  Ancillary to that, users without "view all queues" permissions will only see the rows for the divisions in which they have permissions. That is, just like in Queues Activity displays you'll only see queues you have access to, dashboards eliminate the information you don't have access to...

    Row 1: Ugn...
    Row 2: Ken...
    Row 3: Nig...

    If a user doesn't have permission to see the Ken queues, they'd see:

    Row 1: Ugn...
    Row 2: Nig...

    At least that's what I've seen in dashboards I've deployed where I've grouped statistics into division-based rows.

    I am also a fan of non-split statistics for a division in a separate (so two rows, same queues, one split, the other not).  That way the division totals are large on the screen.



    ------------------------------
    Patrick Rada
    Keypath Education LLC
    ------------------------------

    Original Message


  • 9.  RE: Stats for more than 1 Queue

    Posted 04-14-2020 10:31
    No replies, thread closed.
    Thanks for your feedback, i am aware of this configuration but, imagine what the dashboard would look like in my situation.
    12 x Divisions each with 3 x Queues = 36 Queues

    hence the question if possible to combine Queues

    ------------------------------
    Reginald Sheraton
    Bytes Systems Integration a Division of Altron
    ------------------------------

    Original Message


  • 10.  RE: Stats for more than 1 Queue

    Posted 04-14-2020 11:08
    No replies, thread closed.
    May want to log this as an Idea and comment there - that's going to be the best way to track this depending on the specific request.   Today you can filter by multiple queues in a widget and either just see the aggregate count, split filters (which will show each queue on a row and the metric) and show aggregate (which will also show the total).  So I think you can get to where you want, but maybe not as easily as just selecting a division filter.

    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


  • 11.  RE: Stats for more than 1 Queue

    Posted 04-14-2020 11:51
    No replies, thread closed.
    Exactly.  Have about 250 queues at the moment in one org and it isn't necessarily fun to configure but doable.

    ------------------------------
    Patrick Rada
    Keypath Education LLC
    ------------------------------

    Original Message


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