Hi,

Is there a way to view the number of calls an agent handled broken down by Queue and Skill?  The only way I can figure to do it is by running multiple reports; one for each skill.  I want to run one Agent Performance report and choose to have it broken out by queue and/or by skill.  I swear I could do it in previous versions of Genesys.   

So, you can definitely filter on queues and skills, but best is to show the Queue and Skill column and user in the interactions, filter for the agents or queue you want, then bring them into Excel or a BI tool that can do a pivot table on those attributes.  

Hi,

Is there a way to view the number of calls an agent handled broken down by Queue and Skill?  The only way I can figure to do it is by running multiple reports; one for each skill.  I want to run one Agent Performance report and choose to have it broken out by queue and/or by skill.  I swear I could do it in previous versions of Genesys.   

So, really, the answer is no.  If I want to know how many calls an agent took by skill, I have run the complete interaction report and figure it out myself.  Oh, how I miss the days of actual reports, as opposed to "Here is all the back end data.  Figure it out yourself."

So, you can definitely filter on queues and skills, but best is to show the Queue and Skill column and user in the interactions, filter for the agents or queue you want, then bring them into Excel or a BI tool that can do a pivot table on those attributes.  

Hi,

Is there a way to view the number of calls an agent handled broken down by Queue and Skill?  The only way I can figure to do it is by running multiple reports; one for each skill.  I want to run one Agent Performance report and choose to have it broken out by queue and/or by skill.  I swear I could do it in previous versions of Genesys.