Gina,
Yes, this is definitely very close to what I am looking for. I am not sure how I missed this. I so appreciate you!
------------------------------
Melissa Palmer
Cox Automotive Corporate Services, LLC
------------------------------
Original Message:
Sent: 03-05-2024 08:44
From: Gina Palmer
Subject: Activites Export within schedules
Are you looking for something like this? This is the STATUSES portion of the Agent Status Report, and is exported as Argent Status timeline Details. This is gives you everything the agents did with their phone for the date range and then you can use the data however. This is what we use for our Status usage reports.
------------------------------
Gina Palmer
Manager, Workforce Management
Papa, Inc.
Original Message:
Sent: 03-04-2024 14:41
From: Melissa Palmer
Subject: Activites Export within schedules
I appreciate both of your replies. Unfortunately, both of these views only allows me to see the detail one agent at a time whereas in schedules I can see detail as a group. Viewing group detail allows me to export the data and throw it into a pivot table where I can easily compare length of time in any given state between multiple agents. Activities would be much more beneficial from an actual point of view vs. what was originally scheduled.
------------------------------
Melissa Palmer
Cox Automotive Corporate Services, LLC
Original Message:
Sent: 03-04-2024 13:13
From: Breno Canyggia Ferreira Marreco
Subject: Activites Export within schedules
Hi Melissa, Maybe the Historical Adherence report can help you. In this report, you can see the status outside the schedule and the time.
https://help.mypurecloud.com/articles/historical-adherence-overview/
Att,
------------------------------
Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/
Original Message:
Sent: 03-04-2024 12:44
From: Melissa Palmer
Subject: Activites Export within schedules
There are four export options within a schedule: Activites, Scheduled and Forecast, Agent Shifts, and activity counts. When I export Activities it gives me everything I want as far as agent name, activity code name, start, end, length etc except that it is spitting back information that is scheduled. What I want to see is this exact same information but I want it on what actually took place and not what was scheduled. For example, if an agent was scheduled for On queue time but actually put themselves in 'busy' i.e. unavailable then I want to see how many times an agent put themselves in a state other than what they were scheduled for and for how long. Is there currently a way for me to export something that shows me what actually happened and not what was scheduled to happen within the schedule section?
#WorkforceManagement
#Scheduling
------------------------------
Melissa Palmer
Cox Automotive Corporate Services, LLC
------------------------------