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  • 1.  Agent Performance View

    Posted 05-24-2023 17:33

    Hello, Is there a feature in Genesys Cloud CX that will allow you to filter agents that are not working in the agent performance view tab?


    #Reporting/Analytics

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    Sal Barba
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  • 2.  RE: Agent Performance View

    Posted 05-26-2023 20:15

    That depends on what you mean by not working.  The best place is in the Queue Detail view, but if you go into the Agent Performance view, you can then click on status and show just about any status you want in that view.  If you use WFM, you can use the Adherence view to see what agents are doing as opposed to what they are supposed to be doing.  Dashboards can also show agent activity.   



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Agent Performance View

    Posted 07-07-2023 19:26

    Our aim is only to view agents currently working and exclude those not scheduled to work.  Our current version of Genesys Cloud CX does not allow you to filter out offline status under the Agent performance tab. With this feature, our agent management will become more convenient as we can easily access the scheduled agents without having to navigate through multiple pages. Thank you for your assistance!



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    Sal Barba
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