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  • 1.  Agent Performance View

    Posted 04-28-2023 00:57
    No replies, thread closed.

    Hey Folks,

    The current agent performance views show metrics for what an agent has completed on any given day but this does not work for emails that be in a queue for days before it is answered due to the way the UI presents this information, by the received date.

    Agent A answered 25 emails yesterday as shown in the Agent Performance View, but if you go to the Agent Interactions View only 10 emails show up as the other 15 they completed arrived into the queue earlier in the week and not today.

    We need to be able to easily find all of the interactions of every interaction type in one place for a given day/date range in the interactions view so that we can manage team/agent performance and have a full picture.

    Please consider some way to be able to filter to get this information in the UI, and without having to use API queries.
    I have been using "end date" as a work around but even that doesnt pull all the closed interactions on the date I am looking at and I also cant filter as non filter option. 

    Any help ideas appreciated :)


    #Reporting/Analytics

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    Sandra Lawrence

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  • 2.  RE: Agent Performance View

    Posted 04-28-2023 14:15
    No replies, thread closed.

    Hey Sandra if you haven't already i would strongly suggest reviewing the Genesys Idea's lab and see if there is a similar request for this view to be added and if there is not an existing request you have the ability to create one.

    https://help.mypurecloud.com/faqs/how-do-i-submit-an-enhancement-request/ 



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    Patrick Johnson
    Genesys - Employees
    Senior Principal PS Consultant
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    Original Message


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