Genesys Cloud - Main

Hi, I am fairly new to Genesys so apologize if I am not explaining my dilemma properly. Basically we have two phone teams that are taking calls from the same queue. We want to be able to evaluate the teams performance separately. Currently it seems we can only see metrics on the Queue as a whole, so it is a little hard to separately evaluate how each team is doing, etc. 

What would be the best way to set this up?

Do I need to adjust how my Queue is set up? Right now it seems that we set it up so all agents are assigned to the same queue, so unsure if I need to separate them up?

Or is there a way to either adjust or build a report to separate performances for each team, despite taking calls from the same queue?

All help is appreciated. Thanks in advance.
#Reporting/Analytics

------------------------------
Vinod K
Earnup
------------------------------

Hi Vinod,

Are they handling the same type of calls or are they different, such as sales and support in one queue?

If they are doing the same job and handling the same type of calls, you can stick with one queue and just use the agent views. You can search by name and only select the agents you want to see for team A and then save that as a view and do the same for team B.
https://help.mypurecloud.com/articles/new-agents-performance-views/

If they are handling different types of calls, just split the queue into two queues and update the flows to accommodate this.

It's ultimately up to you and what makes sense for your org.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC
------------------------------

Original Message:
Sent: 04-21-2020 14:30
From: Vinod Kamath
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi, I am fairly new to Genesys so apologize if I am not explaining my dilemma properly. Basically we have two phone teams that are taking calls from the same queue. We want to be able to evaluate the teams performance separately. Currently it seems we can only see metrics on the Queue as a whole, so it is a little hard to separately evaluate how each team is doing, etc.

What would be the best way to set this up?

Do I need to adjust how my Queue is set up? Right now it seems that we set it up so all agents are assigned to the same queue, so unsure if I need to separate them up?

Or is there a way to either adjust or build a report to separate performances for each team, despite taking calls from the same queue?

All help is appreciated. Thanks in advance.
#Reporting/Analytics

------------------------------
Vinod K
Earnup
------------------------------

Thanks Daniel. This is helpful. And yes, both teams are handling the same types of calls. They are just different contractors, which is why we want to evaluate their performances individually.

Quick follow up question: In terms of using the agent view, would it be best practice to create Divisions for each of these teams and assign the agents accordingly? Then filter the report by Division? 

That seems like the straightforward solution, but unsure if I am missing any potential risks with setting it up this way. 

Thanks again for your help!

------------------------------
Vinod Kamath
Earnup
------------------------------

Original Message:
Sent: 04-21-2020 14:44
From: Daniel McLeod
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi Vinod,

Are they handling the same type of calls or are they different, such as sales and support in one queue?

If they are doing the same job and handling the same type of calls, you can stick with one queue and just use the agent views. You can search by name and only select the agents you want to see for team A and then save that as a view and do the same for team B.
https://help.mypurecloud.com/articles/new-agents-performance-views/

If they are handling different types of calls, just split the queue into two queues and update the flows to accommodate this.

It's ultimately up to you and what makes sense for your org.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 04-21-2020 14:30
From: Vinod Kamath
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi, I am fairly new to Genesys so apologize if I am not explaining my dilemma properly. Basically we have two phone teams that are taking calls from the same queue. We want to be able to evaluate the teams performance separately. Currently it seems we can only see metrics on the Queue as a whole, so it is a little hard to separately evaluate how each team is doing, etc.

What would be the best way to set this up?

Do I need to adjust how my Queue is set up? Right now it seems that we set it up so all agents are assigned to the same queue, so unsure if I need to separate them up?

Or is there a way to either adjust or build a report to separate performances for each team, despite taking calls from the same queue?

All help is appreciated. Thanks in advance.
#Reporting/Analytics

------------------------------
Vinod K
Earnup
------------------------------

Hi Vinod,

You can't use the same queue in multiple divisions. I think your best bet is to just select the agents for each team separately and save the views, so you don't have to do it every time.

This may not be exactly what you are looking for. It all depends on what metrics you need.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC
------------------------------

Original Message:
Sent: 04-21-2020 16:51
From: Vinod Kamath
Subject: Two Teams, One Queue - How to evaluate performances separately?

Thanks Daniel. This is helpful. And yes, both teams are handling the same types of calls. They are just different contractors, which is why we want to evaluate their performances individually.

Quick follow up question: In terms of using the agent view, would it be best practice to create Divisions for each of these teams and assign the agents accordingly? Then filter the report by Division?

That seems like the straightforward solution, but unsure if I am missing any potential risks with setting it up this way.

Thanks again for your help!

------------------------------
Vinod Kamath
Earnup

Original Message:
Sent: 04-21-2020 14:44
From: Daniel McLeod
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi Vinod,

Are they handling the same type of calls or are they different, such as sales and support in one queue?

If they are doing the same job and handling the same type of calls, you can stick with one queue and just use the agent views. You can search by name and only select the agents you want to see for team A and then save that as a view and do the same for team B.
https://help.mypurecloud.com/articles/new-agents-performance-views/

If they are handling different types of calls, just split the queue into two queues and update the flows to accommodate this.

It's ultimately up to you and what makes sense for your org.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 04-21-2020 14:30
From: Vinod Kamath
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi, I am fairly new to Genesys so apologize if I am not explaining my dilemma properly. Basically we have two phone teams that are taking calls from the same queue. We want to be able to evaluate the teams performance separately. Currently it seems we can only see metrics on the Queue as a whole, so it is a little hard to separately evaluate how each team is doing, etc.

What would be the best way to set this up?

Do I need to adjust how my Queue is set up? Right now it seems that we set it up so all agents are assigned to the same queue, so unsure if I need to separate them up?

Or is there a way to either adjust or build a report to separate performances for each team, despite taking calls from the same queue?

All help is appreciated. Thanks in advance.
#Reporting/Analytics

------------------------------
Vinod K
Earnup
------------------------------

Thank you Daniel. Really appreciate your help with helping me navigate this.

Final question - is there a way to easily share Saved Views with other people? Basically want to allow for Supervisors to quickly view the activity for their own individual teams. Right now they are stuck viewing metrics around the entire queue, which involves both teams. 

Thank you again for all your help. And I apologize in advance for these questions that are probably fairly elementary.

------------------------------
Vinod
Earnup
------------------------------

Original Message:
Sent: 04-21-2020 20:18
From: Daniel McLeod
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi Vinod,

You can't use the same queue in multiple divisions. I think your best bet is to just select the agents for each team separately and save the views, so you don't have to do it every time.

This may not be exactly what you are looking for. It all depends on what metrics you need.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 04-21-2020 16:51
From: Vinod Kamath
Subject: Two Teams, One Queue - How to evaluate performances separately?

Thanks Daniel. This is helpful. And yes, both teams are handling the same types of calls. They are just different contractors, which is why we want to evaluate their performances individually.

Quick follow up question: In terms of using the agent view, would it be best practice to create Divisions for each of these teams and assign the agents accordingly? Then filter the report by Division?

That seems like the straightforward solution, but unsure if I am missing any potential risks with setting it up this way.

Thanks again for your help!

------------------------------
Vinod Kamath
Earnup

Original Message:
Sent: 04-21-2020 14:44
From: Daniel McLeod
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi Vinod,

Are they handling the same type of calls or are they different, such as sales and support in one queue?

If they are doing the same job and handling the same type of calls, you can stick with one queue and just use the agent views. You can search by name and only select the agents you want to see for team A and then save that as a view and do the same for team B.
https://help.mypurecloud.com/articles/new-agents-performance-views/

If they are handling different types of calls, just split the queue into two queues and update the flows to accommodate this.

It's ultimately up to you and what makes sense for your org.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 04-21-2020 14:30
From: Vinod Kamath
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi, I am fairly new to Genesys so apologize if I am not explaining my dilemma properly. Basically we have two phone teams that are taking calls from the same queue. We want to be able to evaluate the teams performance separately. Currently it seems we can only see metrics on the Queue as a whole, so it is a little hard to separately evaluate how each team is doing, etc.

What would be the best way to set this up?

Do I need to adjust how my Queue is set up? Right now it seems that we set it up so all agents are assigned to the same queue, so unsure if I need to separate them up?

Or is there a way to either adjust or build a report to separate performances for each team, despite taking calls from the same queue?

All help is appreciated. Thanks in advance.
#Reporting/Analytics

------------------------------
Vinod K
Earnup
------------------------------

You can create a Group for the agents and filter by groups in Agent Views today.

------------------------------
Sze Min NG
Genesys - Employees
------------------------------

Original Message:
Sent: 04-22-2020 14:39
From: Vinod Kamath
Subject: Two Teams, One Queue - How to evaluate performances separately?

Thank you Daniel. Really appreciate your help with helping me navigate this.

Final question - is there a way to easily share Saved Views with other people? Basically want to allow for Supervisors to quickly view the activity for their own individual teams. Right now they are stuck viewing metrics around the entire queue, which involves both teams.

Thank you again for all your help. And I apologize in advance for these questions that are probably fairly elementary.

------------------------------
Vinod
Earnup

Original Message:
Sent: 04-21-2020 20:18
From: Daniel McLeod
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi Vinod,

You can't use the same queue in multiple divisions. I think your best bet is to just select the agents for each team separately and save the views, so you don't have to do it every time.

This may not be exactly what you are looking for. It all depends on what metrics you need.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 04-21-2020 16:51
From: Vinod Kamath
Subject: Two Teams, One Queue - How to evaluate performances separately?

Thanks Daniel. This is helpful. And yes, both teams are handling the same types of calls. They are just different contractors, which is why we want to evaluate their performances individually.

Quick follow up question: In terms of using the agent view, would it be best practice to create Divisions for each of these teams and assign the agents accordingly? Then filter the report by Division?

That seems like the straightforward solution, but unsure if I am missing any potential risks with setting it up this way.

Thanks again for your help!

------------------------------
Vinod Kamath
Earnup

Original Message:
Sent: 04-21-2020 14:44
From: Daniel McLeod
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi Vinod,

Are they handling the same type of calls or are they different, such as sales and support in one queue?

If they are doing the same job and handling the same type of calls, you can stick with one queue and just use the agent views. You can search by name and only select the agents you want to see for team A and then save that as a view and do the same for team B.
https://help.mypurecloud.com/articles/new-agents-performance-views/

If they are handling different types of calls, just split the queue into two queues and update the flows to accommodate this.

It's ultimately up to you and what makes sense for your org.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 04-21-2020 14:30
From: Vinod Kamath
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi, I am fairly new to Genesys so apologize if I am not explaining my dilemma properly. Basically we have two phone teams that are taking calls from the same queue. We want to be able to evaluate the teams performance separately. Currently it seems we can only see metrics on the Queue as a whole, so it is a little hard to separately evaluate how each team is doing, etc.

What would be the best way to set this up?

Do I need to adjust how my Queue is set up? Right now it seems that we set it up so all agents are assigned to the same queue, so unsure if I need to separate them up?

Or is there a way to either adjust or build a report to separate performances for each team, despite taking calls from the same queue?

All help is appreciated. Thanks in advance.
#Reporting/Analytics

------------------------------
Vinod K
Earnup
------------------------------

Hi Vinod,

To Answer your question specifically, no. You cannot share saved views.

As Sze Min mentioned, you can create groups and search by group name instead of adding each individual agent. That's probably the way to go. I forgot it was there. It would still be best to save your views after you search by group. You can save one for each date range would need to look at, such as Yesterday, Previous Week, Previous Month.

Once the new reporting features are released, you will eventually be able to schedule exports of views and have them sent to multiple email addresses. So instead of sharing views, your Supervisors could receive a report via email with all the agents and data they need and it could be managed by one person.

While still a work in progress in my opinion, you may also want to look at Dashboards and see if they offer the metrics your supervisors need to see. You can make these public, so they are shared.
https://help.mypurecloud.com/articles/performance-dashboards-overview/

Thanks,
Daniel McLeod

------------------------------
Daniel McLeod
Qsect LLC
------------------------------

Original Message:
Sent: 04-22-2020 14:39
From: Vinod Kamath
Subject: Two Teams, One Queue - How to evaluate performances separately?

Thank you Daniel. Really appreciate your help with helping me navigate this.

Final question - is there a way to easily share Saved Views with other people? Basically want to allow for Supervisors to quickly view the activity for their own individual teams. Right now they are stuck viewing metrics around the entire queue, which involves both teams.

Thank you again for all your help. And I apologize in advance for these questions that are probably fairly elementary.

------------------------------
Vinod
Earnup

Original Message:
Sent: 04-21-2020 20:18
From: Daniel McLeod
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi Vinod,

You can't use the same queue in multiple divisions. I think your best bet is to just select the agents for each team separately and save the views, so you don't have to do it every time.

This may not be exactly what you are looking for. It all depends on what metrics you need.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 04-21-2020 16:51
From: Vinod Kamath
Subject: Two Teams, One Queue - How to evaluate performances separately?

Thanks Daniel. This is helpful. And yes, both teams are handling the same types of calls. They are just different contractors, which is why we want to evaluate their performances individually.

Quick follow up question: In terms of using the agent view, would it be best practice to create Divisions for each of these teams and assign the agents accordingly? Then filter the report by Division?

That seems like the straightforward solution, but unsure if I am missing any potential risks with setting it up this way.

Thanks again for your help!

------------------------------
Vinod Kamath
Earnup

Original Message:
Sent: 04-21-2020 14:44
From: Daniel McLeod
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi Vinod,

Are they handling the same type of calls or are they different, such as sales and support in one queue?

If they are doing the same job and handling the same type of calls, you can stick with one queue and just use the agent views. You can search by name and only select the agents you want to see for team A and then save that as a view and do the same for team B.
https://help.mypurecloud.com/articles/new-agents-performance-views/

If they are handling different types of calls, just split the queue into two queues and update the flows to accommodate this.

It's ultimately up to you and what makes sense for your org.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 04-21-2020 14:30
From: Vinod Kamath
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi, I am fairly new to Genesys so apologize if I am not explaining my dilemma properly. Basically we have two phone teams that are taking calls from the same queue. We want to be able to evaluate the teams performance separately. Currently it seems we can only see metrics on the Queue as a whole, so it is a little hard to separately evaluate how each team is doing, etc.

What would be the best way to set this up?

Do I need to adjust how my Queue is set up? Right now it seems that we set it up so all agents are assigned to the same queue, so unsure if I need to separate them up?

Or is there a way to either adjust or build a report to separate performances for each team, despite taking calls from the same queue?

All help is appreciated. Thanks in advance.
#Reporting/Analytics

------------------------------
Vinod K
Earnup
------------------------------

Thank you both Sze and Daniel. This has been very helpful. I will try to leverage Groups feature for our team supervisors to track metrics. 

@Daniel McLeod: you mentioned a new reporting feature being released, can you direct me to any information on when this is expected to roll out? It sounds like exactly what our team could use for our needs.

Thanks again!​

------------------------------
Vinod
Earnup
------------------------------

Original Message:
Sent: 04-23-2020 09:02
From: Daniel McLeod
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi Vinod,

To Answer your question specifically, no. You cannot share saved views.

As Sze Min mentioned, you can create groups and search by group name instead of adding each individual agent. That's probably the way to go. I forgot it was there. It would still be best to save your views after you search by group. You can save one for each date range would need to look at, such as Yesterday, Previous Week, Previous Month.

Once the new reporting features are released, you will eventually be able to schedule exports of views and have them sent to multiple email addresses. So instead of sharing views, your Supervisors could receive a report via email with all the agents and data they need and it could be managed by one person.

While still a work in progress in my opinion, you may also want to look at Dashboards and see if they offer the metrics your supervisors need to see. You can make these public, so they are shared.
https://help.mypurecloud.com/articles/performance-dashboards-overview/

Thanks,
Daniel McLeod

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 04-22-2020 14:39
From: Vinod Kamath
Subject: Two Teams, One Queue - How to evaluate performances separately?

Thank you Daniel. Really appreciate your help with helping me navigate this.

Final question - is there a way to easily share Saved Views with other people? Basically want to allow for Supervisors to quickly view the activity for their own individual teams. Right now they are stuck viewing metrics around the entire queue, which involves both teams.

Thank you again for all your help. And I apologize in advance for these questions that are probably fairly elementary.

------------------------------
Vinod
Earnup

Original Message:
Sent: 04-21-2020 20:18
From: Daniel McLeod
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi Vinod,

You can't use the same queue in multiple divisions. I think your best bet is to just select the agents for each team separately and save the views, so you don't have to do it every time.

This may not be exactly what you are looking for. It all depends on what metrics you need.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 04-21-2020 16:51
From: Vinod Kamath
Subject: Two Teams, One Queue - How to evaluate performances separately?

Thanks Daniel. This is helpful. And yes, both teams are handling the same types of calls. They are just different contractors, which is why we want to evaluate their performances individually.

Quick follow up question: In terms of using the agent view, would it be best practice to create Divisions for each of these teams and assign the agents accordingly? Then filter the report by Division?

That seems like the straightforward solution, but unsure if I am missing any potential risks with setting it up this way.

Thanks again for your help!

------------------------------
Vinod Kamath
Earnup

Original Message:
Sent: 04-21-2020 14:44
From: Daniel McLeod
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi Vinod,

Are they handling the same type of calls or are they different, such as sales and support in one queue?

If they are doing the same job and handling the same type of calls, you can stick with one queue and just use the agent views. You can search by name and only select the agents you want to see for team A and then save that as a view and do the same for team B.
https://help.mypurecloud.com/articles/new-agents-performance-views/

If they are handling different types of calls, just split the queue into two queues and update the flows to accommodate this.

It's ultimately up to you and what makes sense for your org.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 04-21-2020 14:30
From: Vinod Kamath
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi, I am fairly new to Genesys so apologize if I am not explaining my dilemma properly. Basically we have two phone teams that are taking calls from the same queue. We want to be able to evaluate the teams performance separately. Currently it seems we can only see metrics on the Queue as a whole, so it is a little hard to separately evaluate how each team is doing, etc.

What would be the best way to set this up?

Do I need to adjust how my Queue is set up? Right now it seems that we set it up so all agents are assigned to the same queue, so unsure if I need to separate them up?

Or is there a way to either adjust or build a report to separate performances for each team, despite taking calls from the same queue?

All help is appreciated. Thanks in advance.
#Reporting/Analytics

------------------------------
Vinod K
Earnup
------------------------------

Hi Vinod,

You're welcome!

I don't know of any dates, but you can keep an eye on the following idea where they are tracking the phases:
https://purecloud.ideas.aha.io/ideas/CLANA-I-163

The PDF portion looks like Q2, so my guess would be Q3 at the earliest for any others,

Thanks,
Daniel McLeod

------------------------------
Daniel McLeod
Qsect LLC
------------------------------

Original Message:
Sent: 04-23-2020 13:30
From: Vinod Kamath
Subject: Two Teams, One Queue - How to evaluate performances separately?

Thank you both Sze and Daniel. This has been very helpful. I will try to leverage Groups feature for our team supervisors to track metrics.

@Daniel McLeod: you mentioned a new reporting feature being released, can you direct me to any information on when this is expected to roll out? It sounds like exactly what our team could use for our needs.

Thanks again!​

------------------------------
Vinod
Earnup

Original Message:
Sent: 04-23-2020 09:02
From: Daniel McLeod
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi Vinod,

To Answer your question specifically, no. You cannot share saved views.

As Sze Min mentioned, you can create groups and search by group name instead of adding each individual agent. That's probably the way to go. I forgot it was there. It would still be best to save your views after you search by group. You can save one for each date range would need to look at, such as Yesterday, Previous Week, Previous Month.

Once the new reporting features are released, you will eventually be able to schedule exports of views and have them sent to multiple email addresses. So instead of sharing views, your Supervisors could receive a report via email with all the agents and data they need and it could be managed by one person.

While still a work in progress in my opinion, you may also want to look at Dashboards and see if they offer the metrics your supervisors need to see. You can make these public, so they are shared.
https://help.mypurecloud.com/articles/performance-dashboards-overview/

Thanks,
Daniel McLeod

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 04-22-2020 14:39
From: Vinod Kamath
Subject: Two Teams, One Queue - How to evaluate performances separately?

Thank you Daniel. Really appreciate your help with helping me navigate this.

Final question - is there a way to easily share Saved Views with other people? Basically want to allow for Supervisors to quickly view the activity for their own individual teams. Right now they are stuck viewing metrics around the entire queue, which involves both teams.

Thank you again for all your help. And I apologize in advance for these questions that are probably fairly elementary.

------------------------------
Vinod
Earnup

Original Message:
Sent: 04-21-2020 20:18
From: Daniel McLeod
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi Vinod,

You can't use the same queue in multiple divisions. I think your best bet is to just select the agents for each team separately and save the views, so you don't have to do it every time.

This may not be exactly what you are looking for. It all depends on what metrics you need.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 04-21-2020 16:51
From: Vinod Kamath
Subject: Two Teams, One Queue - How to evaluate performances separately?

Thanks Daniel. This is helpful. And yes, both teams are handling the same types of calls. They are just different contractors, which is why we want to evaluate their performances individually.

Quick follow up question: In terms of using the agent view, would it be best practice to create Divisions for each of these teams and assign the agents accordingly? Then filter the report by Division?

That seems like the straightforward solution, but unsure if I am missing any potential risks with setting it up this way.

Thanks again for your help!

------------------------------
Vinod Kamath
Earnup

Original Message:
Sent: 04-21-2020 14:44
From: Daniel McLeod
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi Vinod,

Are they handling the same type of calls or are they different, such as sales and support in one queue?

If they are doing the same job and handling the same type of calls, you can stick with one queue and just use the agent views. You can search by name and only select the agents you want to see for team A and then save that as a view and do the same for team B.
https://help.mypurecloud.com/articles/new-agents-performance-views/

If they are handling different types of calls, just split the queue into two queues and update the flows to accommodate this.

It's ultimately up to you and what makes sense for your org.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 04-21-2020 14:30
From: Vinod Kamath
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi, I am fairly new to Genesys so apologize if I am not explaining my dilemma properly. Basically we have two phone teams that are taking calls from the same queue. We want to be able to evaluate the teams performance separately. Currently it seems we can only see metrics on the Queue as a whole, so it is a little hard to separately evaluate how each team is doing, etc.

What would be the best way to set this up?

Do I need to adjust how my Queue is set up? Right now it seems that we set it up so all agents are assigned to the same queue, so unsure if I need to separate them up?

Or is there a way to either adjust or build a report to separate performances for each team, despite taking calls from the same queue?

All help is appreciated. Thanks in advance.
#Reporting/Analytics

------------------------------
Vinod K
Earnup
------------------------------

If you open a saved view, you can copy the URL and share it using email, text, and so on.  The URL is made up of your entire filter configuration.

------------------------------
Sze Min NG
Genesys - Employees
------------------------------

Original Message:
Sent: 04-23-2020 13:38
From: Daniel McLeod
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi Vinod,

You're welcome!

I don't know of any dates, but you can keep an eye on the following idea where they are tracking the phases:
https://purecloud.ideas.aha.io/ideas/CLANA-I-163

The PDF portion looks like Q2, so my guess would be Q3 at the earliest for any others,

Thanks,
Daniel McLeod

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 04-23-2020 13:30
From: Vinod Kamath
Subject: Two Teams, One Queue - How to evaluate performances separately?

Thank you both Sze and Daniel. This has been very helpful. I will try to leverage Groups feature for our team supervisors to track metrics.

@Daniel McLeod: you mentioned a new reporting feature being released, can you direct me to any information on when this is expected to roll out? It sounds like exactly what our team could use for our needs.

Thanks again!​

------------------------------
Vinod
Earnup

Original Message:
Sent: 04-23-2020 09:02
From: Daniel McLeod
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi Vinod,

To Answer your question specifically, no. You cannot share saved views.

As Sze Min mentioned, you can create groups and search by group name instead of adding each individual agent. That's probably the way to go. I forgot it was there. It would still be best to save your views after you search by group. You can save one for each date range would need to look at, such as Yesterday, Previous Week, Previous Month.

Once the new reporting features are released, you will eventually be able to schedule exports of views and have them sent to multiple email addresses. So instead of sharing views, your Supervisors could receive a report via email with all the agents and data they need and it could be managed by one person.

While still a work in progress in my opinion, you may also want to look at Dashboards and see if they offer the metrics your supervisors need to see. You can make these public, so they are shared.
https://help.mypurecloud.com/articles/performance-dashboards-overview/

Thanks,
Daniel McLeod

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Daniel McLeod
Qsect LLC

Original Message:
Sent: 04-22-2020 14:39
From: Vinod Kamath
Subject: Two Teams, One Queue - How to evaluate performances separately?

Thank you Daniel. Really appreciate your help with helping me navigate this.

Final question - is there a way to easily share Saved Views with other people? Basically want to allow for Supervisors to quickly view the activity for their own individual teams. Right now they are stuck viewing metrics around the entire queue, which involves both teams.

Thank you again for all your help. And I apologize in advance for these questions that are probably fairly elementary.

------------------------------
Vinod
Earnup

Original Message:
Sent: 04-21-2020 20:18
From: Daniel McLeod
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi Vinod,

You can't use the same queue in multiple divisions. I think your best bet is to just select the agents for each team separately and save the views, so you don't have to do it every time.

This may not be exactly what you are looking for. It all depends on what metrics you need.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 04-21-2020 16:51
From: Vinod Kamath
Subject: Two Teams, One Queue - How to evaluate performances separately?

Thanks Daniel. This is helpful. And yes, both teams are handling the same types of calls. They are just different contractors, which is why we want to evaluate their performances individually.

Quick follow up question: In terms of using the agent view, would it be best practice to create Divisions for each of these teams and assign the agents accordingly? Then filter the report by Division?

That seems like the straightforward solution, but unsure if I am missing any potential risks with setting it up this way.

Thanks again for your help!

------------------------------
Vinod Kamath
Earnup

Original Message:
Sent: 04-21-2020 14:44
From: Daniel McLeod
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi Vinod,

Are they handling the same type of calls or are they different, such as sales and support in one queue?

If they are doing the same job and handling the same type of calls, you can stick with one queue and just use the agent views. You can search by name and only select the agents you want to see for team A and then save that as a view and do the same for team B.
https://help.mypurecloud.com/articles/new-agents-performance-views/

If they are handling different types of calls, just split the queue into two queues and update the flows to accommodate this.

It's ultimately up to you and what makes sense for your org.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 04-21-2020 14:30
From: Vinod Kamath
Subject: Two Teams, One Queue - How to evaluate performances separately?

Hi, I am fairly new to Genesys so apologize if I am not explaining my dilemma properly. Basically we have two phone teams that are taking calls from the same queue. We want to be able to evaluate the teams performance separately. Currently it seems we can only see metrics on the Queue as a whole, so it is a little hard to separately evaluate how each team is doing, etc.

What would be the best way to set this up?

Do I need to adjust how my Queue is set up? Right now it seems that we set it up so all agents are assigned to the same queue, so unsure if I need to separate them up?

Or is there a way to either adjust or build a report to separate performances for each team, despite taking calls from the same queue?

All help is appreciated. Thanks in advance.
#Reporting/Analytics

------------------------------
Vinod K
Earnup
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