Genesys Cloud CX

 View Only

Discussion Thread View
  • 1.  Work from Home

    Posted 01-12-2023 12:55

    We are wanting to see some different metrics for productivity between when our agents are working from home and when they are working in the office. Has anyone found a good way to identify an agent's location (home/office) for the day?

    Addison Hild

  • 2.  RE: Work from Home

    Posted 01-13-2023 02:46
    There is the setting under Organization Settings->Geolocation Detection. This must be turned on.
    Then if the browser allows it (Is under site settings in Chrome.) it will ask the agent their location or just shares it.

    It will then be visible on the profile and at the avatar section on the left side. (Where they also see their status).

    If you are asking if it is logged anywhere, that I do not know. You could use the API to log it yourself "/api/v2/users/{userId}/geolocations/{clientId}"

    Example: Here you see the city and region.

    Andrew Lagarde
    KPN B.V.

  • 3.  RE: Work from Home

    Posted 01-13-2023 03:32

    Hi Andrew,

    Is that a field that can then be reported on so when looking at agent productivity you could see AHT at home is X and in the office is Y to draw the comparison for a large number of people at once.

    Russell Davies

  • 4.  RE: Work from Home

    Posted 01-17-2023 07:42
    Hello Russell,

    There is currently no feature in the UI that exposes this information in reports. As Andrew mentioned there's a way to pull this via the API endpoint and then add it to a custom report and/or tool. Frankly, geolocation services tend to be finicky, so while it can give you an idea of where a user currently is the service itself is influenced by VPNs and how ISPs provide the internet service.

    Going back to the point raised by Addison, I sought the Ideas Lab for a running idea on this but no luck on finding a specific one. I've locked on three different ones below. @Tracy Vickers could we ask for your help to check with the WEM team if there's talk of adding this kind of feature? I feel this is a resource management function and quite a relevant one during these times.

    Nico Feliciano
    Genesys - Employees

Need Help finding something?

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