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  • 1.  Interval Level Agent Status Activity

    Posted 07-19-2022 14:16
    No replies, thread closed.
    Hello,

    I'm looking for a way to report out on agent status activity at the interval level. This is needed for billing purposes and tracking with our business partners.

    For example, if an agent works 8am-5pm PST, we'd like to be able to identify how they spent their time from 8am-815am or 8am-830am via statuses.

    Is this doable within the UI or via API?
    #Reporting/Analytics
    #Unsure/Other

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    MAURICE FORD
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  • 2.  RE: Interval Level Agent Status Activity

    Posted 07-27-2022 15:13
    No replies, thread closed.
    In the Agent Status overview, you can see the Logged In hours as well as time for each status category.   If you drill down, you will see that actual times in 30-minute increments for each status.  Genesys is working on an Agent Timeline that will be similar to the old Pure Connect Agent Status report.  In the meantime, you can use the Reports to show the Agent Activity Summary Export which looks like this and will be a view soon enough in the Performance Workspace.  There are several Agent reports that that should get you the information you need. 



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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


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