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  • 1.  A full year's worth of metrics within the performance view

    Posted 03-11-2025 09:35
    No replies, thread closed.

    Has anyone been able to retrieve a full year's worth of metrics within the performance view? It appears that I am currently limited to viewing only six months at a time, and it would be highly beneficial to access data for a complete 12-month period.

    Originally posted by @Cortney Roberts (but thread had to be recreated)


    #PerformanceViews

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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 2.  RE: A full year's worth of metrics within the performance view

    Posted 03-11-2025 09:36
    No replies, thread closed.

    Hi Cortney,

    This is dependent on the view and metrics and therefore the volume of data you are trying to process.  If you are requesting too much data it is probably timing out the API.

    The recommendation would be to make sure you are only requesting the data you need, so make sure the columns, queues, agents selected etc are required, but if you are still not able get a response, then request smaller date ranges, export them and combine them externally.
    Performance views query best practices



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


  • 3.  RE: A full year's worth of metrics within the performance view

    Posted 03-11-2025 13:17
    No replies, thread closed.

    Samuel,

    These are some of the limitations I was referring to on the Performance tab. I also need to pull multiple metrics at the same time for the quarter and the whole year, and I am experiencing the same issue with data not being able to be provided. Even when I filter the data to only pull 2 sources it times out.



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    Robert Gacula, Manager, Workforce Management Team
    American Specialty Health
    RobertG@ASHN.com CA, San Diego.
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    Original Message


  • 4.  RE: A full year's worth of metrics within the performance view

    Posted 03-12-2025 05:25
    No replies, thread closed.

    @Robert Gacula have you tried scheduling an export for off peak hours with the data you require?  Also clarification on the 2 sources and time frame requested might help to understand if there is a better way to get the data you want



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

    Original Message


  • 5.  RE: A full year's worth of metrics within the performance view

    Posted 03-12-2025 10:43
    No replies, thread closed.

    Thank you, Samuel. We have tried to schedule reporting. Unfortunately, with the amount of data that we are requesting this too has issues. The only workaround is to pull data monthly one by one and add this information to a spread sheet, then add formulas needed. 



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    Robert Gacula, Manager, Workforce Management Team
    American Specialty Health
    RobertG@ASHN.com CA, San Diego.
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    Original Message


  • 6.  RE: A full year's worth of metrics within the performance view

    Posted 03-12-2025 16:45
    No replies, thread closed.

    This has been a long term ask of mine, for years now. Actually asked for and had this ability in Connect and have been told that a solution is being worked on hopefully for release later this year. Really hoping that is the case as the "pull for smaller data sets and compile in spreadsheet" is not a good long term answer. BTW, this type of report request was doable in the bad old days of on premise solutions. You may have needed to walk away from your report for a while, but you did get a years worth of data, sorted in the interval requested (i.e. by month, by quarter, etc.)



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    John Parente
    Director, Contact Center Operations
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    Original Message


  • 7.  RE: A full year's worth of metrics within the performance view
    Best Answer

    Posted 03-13-2025 06:59
    No replies, thread closed.

    I thin the idea you are referring to is Export Metric Data Improvements, I would certainly recommend voting on the idea so that you can follow the developments/announcements around this feature



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

    Original Message


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