Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  User Availability Reporting view in Genesys Cloud

    Posted 12-03-2024 08:38
    Edited by Elyse Gritsonis 12-03-2024 10:17
    No replies, thread closed.

    In PureConnect, the user was an 'Availability Summary' report showed the average amount of time that a user was logged into the phone system and had themselves available to take queue or direct dial calls per day. Is there a report that shows average amount of time for a day in Genesys Cloud? It seems to be showing an accumulative totals for the month.

    I see I can use 'Agent Performance' or 'Agent Detail' but I can't get an average. 

    #BasicFeatures

    #PureConnectCloud

    #UserPresence


    #Reporting/Analytics

    ------------------------------
    Elyse Gritsonis
    Business Analyst
    Johnson Financial Group
    ------------------------------



  • 2.  RE: User Availability Reporting view in Genesys Cloud
    Best Answer

    Posted 12-04-2024 06:35
    No replies, thread closed.

    Hi Elyse,

    I don't think there is an equivalent report within Genesys Cloud.

    There are the On-Queue and On-Queue % column - 'The time that an agent spent on queue. For example, in the Interacting, Idle, and Not Responding statuses.' that you could use to calculate in your own report.


    If you feel that this metric should be included in GC you could raise an idea on the Genesys Cloud Product Ideas Lab to have it considered for future development.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



Related Content