The ability to select the granularity on adhoc exports is scheduled to release soon. This will allow you to select 30-minute intervals for export, even when the view shows 1 day. This is what that will look like in the new export panel.
For Split Filters, here's what that looks like in the new export panel (coming soon):
Original Message:
Sent: 05-09-2024 11:05
From: Judith Jimenez
Subject: Multiple Day Interval Report
Maisy -
You had provided me a video of how to pull this interval report, so I know how to pull the report, but where you say "split filters," I am not sure where we would find that. Are you referencing split by media types? For me, I am not interested in splitting my media type, so I never select that.
My interest is in being to run an interval report, with 30 minutes granularity and have it show me how we performed for that interval over an extended period of time. The current report gives you each day individually and the customer had to tweak it to get to that data, it does not show me that for the month of April, I struggled with the 8:00am - 8:30am interval, it shows me each day individually. I am wondering if that is what is being requested.
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Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance
Original Message:
Sent: 05-09-2024 09:47
From: Maisey Harris
Subject: Multiple Day Interval Report
If you select multiple queues as filters in the Queue Performance Summary view, then select "view as group" to go to Queue Performance Detail, you can use the "Split filters" option in the export panel. You'll get a grouped data set at the top of your export but then you'll also get all the data split out for each queue separately.
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Maisey Harris
Senior Development Group Manager, Analytics UI & Reporting
Genesys
Original Message:
Sent: 05-09-2024 09:07
From: Gina Foran
Subject: Multiple Day Interval Report
Hello,
Is it possible to get multiple intervals for multiple queues but not added as a group? I would like to be able to have multiple queues data at the same time for small intervals but not combined together. Pulling each individual group is time consuming and I'd like to be able to see them all at once. Previously we could do this on genesys gcxi.
Thank you,
Gina
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Gina Foran
Henry Ford Health
Original Message:
Sent: 03-24-2023 17:13
From: Nikhil Ponnam
Subject: Multiple Day Interval Report
Thanks Judy, I got it. I might have missed it but if you haven't already done it, can you add an idea in the idea labs for this https://genesyscloud.ideas.aha.io/ideas?
I will merge this with the similar ideas, evaluate this and prioritize it accordingly for the product roadmap.
Thanks,
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Nikhil Ponnam
Principal Product Manager, Genesys Cloud CX
Original Message:
Sent: 03-24-2023 17:00
From: Judith Jimenez
Subject: Multiple Day Interval Report
Correct. I wanted to see a report that accumulates the data, not provide it day by day that I have to manipulate. In searching through the Community, others are looking for the same. It was available in some of the other systems I used in the past. It doesn't sound like that is available. Thank you for the response.
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Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance
Original Message:
Sent: 03-24-2023 16:32
From: Nikhil Ponnam
Subject: Multiple Day Interval Report
@Judith Jimenez
If you are looking for 30 minute interval data, you can get that for up to a month or for the last 30 days using the scheduled export option that Maisey showed above in the video. Screenshot below shows an example, to get the last month's data with the 30-minute granularity. You can export this to csv and further transform it as needed.
Thanks,
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Nikhil Ponnam
Principal Product Manager, Genesys Cloud CX
Original Message:
Sent: 03-24-2023 09:13
From: Judith Jimenez
Subject: Multiple Day Interval Report
Thank you for your response.
I am looking to run a report for time period interval. For example for the month of March, I want to know how many calls per interval per Queue. The current report available separates each day. When I pull a month or weeks worth of data, I want to be able to identify the busiest times of the day. I get a months worth of data, separated by day, then I would have to manipulate the report to get to what I want and it is really not easy to do.
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Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance
Original Message:
Sent: 03-07-2023 10:51
From: Maisey Harris
Subject: Multiple Day Interval Report
To your first question, the feature currently only supports scheduled exports.
To your second, do you mean you want a report that would allow you to always run a report for the same interval of time every day? If so, we don't have that today. If you'd like to share that as an Idea in the Ideas lab, then our Product Management team can review it. https://genesyscloud.ideas.aha.io/ideas
Thanks,
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Maisey Harris
Senior Development Group Manager, Analytics UI & Reporting
Genesys
Original Message:
Sent: 03-06-2023 08:53
From: Judith Jimenez
Subject: Multiple Day Interval Report
Thank you very much for this response and the video. This is the most helpful response I have ever receieved. Normally, links are sent and I have to search for the answers, which I have obviously already done before reaching out to you, so I do appreciate the timely response and definitely appreciate the video.
I do, however, still have 2 questions. One - is this report available to run immediately ? Or is it only available through a scheduled import?
Also, the report lists each day individually. I was looking for something that would give me the data for a period of time, in one report. For example, if I wanted to see how my team was performing from 8:00 am - 8:30am in order to determin if I needed more people at that time, or I wanted to determine the best lunch times, I would want to look at a time span. When running this report, it separates each day, I would want to see the stats for the 8-830am interval over a period of time. I don't want to asssume I need more people based on one day's worth of data. Does Genesys have that available?
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Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance
Original Message:
Sent: 03-01-2023 14:10
From: Maisey Harris
Subject: Multiple Day Interval Report
Hi, I made a quick video demo of this. I hope it helps!
Caveat: This is our dev environment and meant only as a demo of this particular functionality, so there may be other things around it that don't exactly match production, as we work on other development.
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Maisey Harris
Senior Development Group Manager, Analytics UI & Reporting
Genesys
Original Message:
Sent: 03-01-2023 13:47
From: Judith Jimenez
Subject: Multiple Day Interval Report
Are you able to provide more specific instructions, because the link takes me all over the place, but I am obviously missing something. Is there a video that can be shared?
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Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance
Original Message:
Sent: 03-01-2023 10:14
From: Maisey Harris
Subject: Multiple Day Interval Report
Hi Judith,
There were two separate items here. What John experienced was a bug, but I believe what you're referring to is the ability to select a particular granularity when running an export of the Queue Performance Detail view. You can now select the granularity of a scheduled export for interval detail views such as the Queue Performance Detail view as of February 22, 2023. https://help.mypurecloud.com/releasenote/february-22-2023/
Thanks,
Maisey
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Maisey Harris
Senior Development Group Manager, Analytics UI & Reporting
Genesys
Original Message:
Sent: 02-28-2023 16:31
From: Judith Jimenez
Subject: Multiple Day Interval Report
Has there been an update to this? I need to be able to pull interval reports byt Queue, I have never been able to pull one so if someone could help with that, I would appreciate it.
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Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance
Original Message:
Sent: 01-10-2023 09:20
From: John Codispoti
Subject: Multiple Day Interval Report
Hello, I have not reported it to any customer care group or have opened a ticket.
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John Codispoti
Pfizer Inc.
Original Message:
Sent: 01-10-2023 09:11
From: Maisey Harris
Subject: Multiple Day Interval Report
Hi John,
I'd like to have our teams take a look at this issue; have you reported this to Care?
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Maisey Harris
Senior Development Group Manager, Analytics UI & Reporting
Genesys
Original Message:
Sent: 01-09-2023 15:08
From: John Codispoti
Subject: Multiple Day Interval Report
Previously (pre-Jan 2023) I could get a multi-day interval report for groups of queues. Now I cannot. I can get multi-day interval report, but no KPI data displays (see below).
I used to be able to do it by selecting/filtering a group of queues, 'view as group', select one day to see intervals, then schedule an export for Time Period 'Last month'.
That still works, but no KPI data? Thoughts?
#Reporting/Analytics
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John Codispoti
Pfizer Inc.
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