Original Message:
Sent: 04-05-2023 09:17
From: Andy Boland
Subject: Agent performance reporting by Topic
Hi Alistair
Thanks for coming back so quickly.
It sounds like what you'd like to do here is filter all data by a Topic first e.g. update the Offered to show only Offered where topic X occurred. Is that right?
If so that is a future capability we're working on at the moment. You'll be able to filter all data by AND'd topics, and then additionally add in Topic columns also.
Would that cover your Use Case?
Thanks
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Andy Boland
Genesys - Employees
Original Message:
Sent: 04-05-2023 09:11
From: Alistair Taylor
Subject: Agent performance reporting by Topic
Hi Andy,
I've taken a look and from what I can see the new view enables me to get a better understand of the mix of topics which were detected for the interactions that the performance view is showing metrics for but doesn't let me filter by selected topic and doesn't adjust the statistics to match only those topics which I have selected (add a column for). This new feature goes someway to help but feel it would be useful to be able to filter statistics by selected topics.
Let me know if I am missing something.
Thanks,
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Alistair Taylor
Presales Solutions Architect
Original Message:
Sent: 04-05-2023 06:45
From: Andy Boland
Subject: Agent performance reporting by Topic
Hey Alistair
This feature is now live!
Thanks
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Andy Boland
Genesys - Employees
Original Message:
Sent: 04-04-2023 10:07
From: Alistair Taylor
Subject: Agent performance reporting by Topic
Thanks Andy! Will take a look when that becomes available and provide feedback here.
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Alistair Taylor
Presales Solutions Architect
Original Message:
Sent: 04-03-2023 10:59
From: Andy Boland
Subject: Agent performance reporting by Topic
Hi Alistair
Thanks for reaching out, I hope you're well!
You're in luck, we're actually releasing this view on Wednesday this week!
A new 'Topics' tab will be made available for Agent/Queue/Flow views. Essentially what this will allow you to do is add Topic columns to these views, so exactly as you've asked, you'll be able to understand Agent Performance relating to Cancellation or similar.
Once it's live it would be great to know if this covers your Use Case, or if you have any additional feedback on the capability
Thanks
Andy
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Andy Boland
Genesys - Employees
Original Message:
Sent: 03-31-2023 04:49
From: Alistair Taylor
Subject: Agent performance reporting by Topic
I'm looking for a Performance view that will allow me to better understand agent performance by (Speech Analytics) Topic.
For example how do agents compare on Average Handle Time for voice interactions which match the Cancelation topic.
I haven't been able to find what I want. Any pointers?
Thanks,
#Reporting/Analytics
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Alistair Taylor
Presales Solutions Architect
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