Genesys Cloud - Main

 View Only

Discussion Thread View

  • 1.  Which device did an agent use?

    Posted 18 days ago

    Hi, dear community! In our company we received a request from one country. They want to know if agent logged in to Genesys Cloud from the laptop or their mobile device. I searched through existing topics and mypurecloud, but didn't find any relevant information. 
    As I know the performance views and metric quite well, I understand there is no such data provided vie Genesys Cloud UI.

    So I wonder if there are any APIs with thedata about device used by agent to log in? Or ideas for this? 

    #Reporting/Analytics #API/Integration #Qualitymanagement


    #API/Integrations
    #QualityManagement
    #Reporting/Analytics

    ------------------------------
    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
    ------------------------------


  • 2.  RE: Which device did an agent use?
    Best Answer

    Posted 18 days ago

    Hi Ekaterina,

    I believe you are correct and there isnt anything within the UI to track how an agent logged in.  I did find the following idea: https://genesyscloud.ideas.aha.io/ideas/DARAR-I-2210 and I would add your business use case for tracking what device the agent has used to login



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

    Original Message


  • 3.  RE: Which device did an agent use?

    Posted 18 days ago

    thanks, Sam! providing my input for Greg right now :)



    ------------------------------
    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


  • 4.  RE: Which device did an agent use?

    Posted 18 days ago

    There is nothing in the API's now.  I would look at what SSO can provide.  With Entra, you can get geolocation and joined device information.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: Which device did an agent use?

    Posted 16 days ago

    hi, Robert!

    Thanks this is helpful, I will check with my engineers if it's something we can use. 



    ------------------------------
    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


  • 6.  RE: Which device did an agent use?

    Posted 16 days ago

    Here is a similar Idea that I proposed several years ago. Ability to view an agent's or business user's active phone device.  Ability to view an agents or business | Genesys Cloud Ideas Portal



    ------------------------------
    Martin Bunting
    i3Vision Technologies Inc.SC
    ------------------------------

    Original Message


  • 7.  RE: Which device did an agent use?

    Posted 16 days ago
    Edited by Ekaterina Kononova 16 days ago

    Hi, Martin! Thank you!

    I'm not sure that we are talking about the same thing. In our company there are a lot of non routed and non-call related activities. The time for such activity is logged in Genesys under different busy codes. So we would like to know which devise was used for login and status change - is agent in front of their PC/laptop or using their mobile device to log the time. 



    ------------------------------
    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources