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  • 1.  Filter-out offline agent from Activity viewq

    Posted 12-15-2023 07:16
    No replies, thread closed.

    Hi,

    Is it possible to filter-out 'Off line' agents from Agent Performance Views?

    I know it is possible in Queue Activity View by clicking on 'On Queue' and 'Off Queue' but I do not find any way to do this in Agent Performance Views.

    Thanks in advance for your help.

    Regards,

    Didier


    #Reporting/Analytics

    ------------------------------
    Didier Wielemans
    Proximus PLC
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  • 2.  RE: Filter-out offline agent from Activity viewq

    Posted 12-15-2023 17:18
    No replies, thread closed.

    Hi Didier,

    Hope your well.

    As far as I am aware you can't - your not the only one to ask though, it has been raised on the idea lab, but doesn't look like it go much traction sadly! 

    Hope this helps.

    Cheers,

    Kev



    ------------------------------
    Kevin Mythen
    ------------------------------

    Original Message


  • 3.  RE: Filter-out offline agent from Activity viewq

    Posted 12-21-2023 03:58
    No replies, thread closed.

    Kevin,

    thanks for your answer.

    In the idea lab I found this:

    But the status is 'Will Not Implement' for all 3. :-(

    As fallback I've voted for Views: Add Column Sorting by Agent Status | Genesys Cloud Ideas Portal (aha.io) ... which could help.

    Regards,

    Didier



    ------------------------------
    Didier Wielemans
    Proximus PLC
    ------------------------------

    Original Message


  • 4.  RE: Filter-out offline agent from Activity viewq

    Posted 12-21-2023 04:02
    No replies, thread closed.

    Sad times ;( 

    Hopefully they will release something soon. I will add a vote as well! 

    Kev



    ------------------------------
    Kevin Mythen
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    Original Message


  • 5.  RE: Filter-out offline agent from Activity viewq

    Posted 12-21-2023 13:49
    Edited by Vaun McCarthy 12-21-2023 13:49
    No replies, thread closed.

    It looks like the agent performance view is actually made up of a number of different analytics or user details API queries, and from the looks of it nearly all of them are "historical" so have no interest in "current state".  That's probably why there's no option to filter because the underlying APIs themselves have no presence/status filter.



    ------------------------------
    Vaun McCarthy
    ------------------------------

    Original Message


  • 6.  RE: Filter-out offline agent from Activity viewq

    Posted 12-22-2023 10:59
    No replies, thread closed.

    You are correct on the APIs, Vaun. We're currently roadmapping a specific service to address those realtime agent state tracking needs, stay tuned!



    ------------------------------
    Laurie Nelson
    Genesys - Employees
    Sr. Director Product Management - Data, Analytics and Reporting
    ------------------------------

    Original Message


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