Workforce Engagement Management

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  • 1.  Report Question

    Posted 01-12-2023 12:50
    Edited by Tracy Vickers 01-08-2024 07:52
    Hello!

    What would be the best way to see a report of agents entering into codes that they are not scheduled for. Right now, we are currently using historical adherence to show the difference between their scheduled activity and their actual activity code. However, when we export this report, it does not show all the information that we see in Genesys. 


    #Genesys Cloud CX
    #WorkforceManagement
    #Performance Management
    #Gamification
    #Other/NotSure

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    Addison Hild
    Athene
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  • 2.  RE: Report Question

    Posted 01-14-2023 16:55
    Are you exporting with this button:
    Or are you using the hamburger for each agent: 

    The later exports exactly like the report for each agent, but you do have to export for each one.  

    You might have your data team try using this API:  https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-workforcemanagement-adherence-historical
    That will allow you to input a number of users and get the report on each.  




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


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