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  • 1.  Agent performance reporting by Topic

    Posted 03-31-2023 04:49

    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

    ------------------------------
    Alistair Taylor
    Presales Solutions Architect
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  • 2.  RE: Agent performance reporting by Topic

    GENESYS
    Posted 04-03-2023 10:59

    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



    ------------------------------
    Andy Boland
    Genesys - Employees
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  • 3.  RE: Agent performance reporting by Topic

    Posted 04-04-2023 10:07

    Thanks Andy! Will take a look when that becomes available and provide feedback here.



    ------------------------------
    Alistair Taylor
    Presales Solutions Architect
    ------------------------------



  • 4.  RE: Agent performance reporting by Topic

    GENESYS
    Posted 04-05-2023 06:46

    Hey Alistair

    This feature is now live!

    Thanks



    ------------------------------
    Andy Boland
    Genesys - Employees
    ------------------------------



  • 5.  RE: Agent performance reporting by Topic

    Posted 04-05-2023 09:12

    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,



    ------------------------------
    Alistair Taylor
    Presales Solutions Architect
    ------------------------------



  • 6.  RE: Agent performance reporting by Topic

    GENESYS
    Posted 04-05-2023 09:17

    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



    ------------------------------
    Andy Boland
    Genesys - Employees
    ------------------------------



  • 7.  RE: Agent performance reporting by Topic

    Posted 04-05-2023 09:39

    Andy,

    Yes, that describes it well. I'll watch out for that being released.

    Thanks!



    ------------------------------
    Alistair Taylor
    Presales Solutions Architect
    ------------------------------



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