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  • 1.  Work Team Historical Reporting

    Posted 08-09-2024 20:15
    No replies, thread closed.

    I want to run historical reports by work team but I'm wondering if the work team changes month to month, does the reporting filter pull current work team or the historical work team.

    Example: 5 users were on the work team for June but 7 users are currently on the team in July.  Looking at the Agent Evaluations view would the June report show the 5 users that were on the team in June or the 7 current users?


    #QualityManagement
    #Reporting/Analytics

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    Alisa Mizer
    TTEC Digital, LLC fka Avtex Solutions, LLC
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  • 2.  RE: Work Team Historical Reporting
    Best Answer

    Posted 08-12-2024 08:57
    No replies, thread closed.

    Hi Alisa,

    When filtering on the Agent Evaluations view, it filters the agents in the work team currently.  When looking at the Interactions and filtered by work team, it will show all interactions linked to that work team when the interaction happened.  So for historical Evaluations, you might be better using Performance > Interactions filtered by work team and "Has Evaluation",  that will show all evaluations for that work team during the selected date even if a user has been moved out of the work team.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Work Team Historical Reporting

    Posted 08-19-2024 02:42
    No replies, thread closed.

    This is good to know.  Does the same apply in WFM - if I filter to a work team from last month, will it show agents in the team as it stood last month rather than this month?



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    Heather Henderson
    Admiral Group Plc
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    Original Message


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