I should add, I know that in Genesys under Performance and Agent Status, that you can add column that shows station. However, many of our users are using soft phones so it just displays as "Cody's Softphone" whether I am working from home or on site. I need the ability to use Pure Insights to obtain this data so that I can do a do performance analytics on it.
And if not through Genesys, how have others solved for tracking what site their agents are working from?
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Cody Herr
CAPITAL Services
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