Right. You could only use Groups if you knew the individuals in the new "Work at Home" group were going to be working at home 100% of the time. The first time they head into the office, the stats for that group would be in invalidated.
I can think of a couple ways to get this information. Both would be "heavy lift" customizations:
-- Outside of GC, you could capture employees' IP addresses when they login to a VPN or when they login to GC, if use some sort of SSO or other tool to track such activity.
Your IT department should be able to verify your corporate IP scheme. Any addresses for users outside of that scheme could be reasonably thought of as "Work At Home".
-- Inside of Genesys Cloud, you could use the GET /api/v2/users/{userId}/geolocations/{clientId} API endpoint to pull this information.
This API will pull back several data points, including latitude and longitude, country, region, city, and user GUID.
In both of these scenarios, you'd have to tie that location data, user information, and statistics into a data model. From there, you could slice and dice on your work at home agents, their stats, etc. But it would be a custom lift to get the data. And another custom lift to build the reporting data model/report.
Thanks,
Trent.
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Trent Vance
Avtex Solutions, LLC
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Original Message:
Sent: 11-23-2022 01:14
From: Karen Bolton
Subject: Work From Home
Hi, this is something we wanted to review too. As our agents do a mix of office/home, setting up groups wont assist. So far been unable to figure out a way....so following this in the hope of success....good luck!
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Karen Bolton
Water Corporation
Original Message:
Sent: 11-16-2022 16:15
From: Mackenzie Becker
Subject: Work From Home
Hello! We are wanting to see the difference in metrics for an employee working from home vs not working from home? Has anybody found an easy way to do this?
#WorkforceManagement
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Mackenzie Becker
Athene
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