There is an idea on the Product Ideas Lab that is currently asking for feedback on the impact to help with prioritization. I would recommend voting on and leaving feedback on the ideas as to how this affects your organization: UCC-I-574
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Samuel Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 04-01-2024 13:10
From: Robert Wakefield-Carl
Subject: Reporting on Concurrency
Unfortunately, not currently. We can see interactions by agent overlapping in time, but that is not really a report. We have done this in our Ttec Insights product for customers. I know Genesys is looking at how they can report on this, but not sure if there is anything in development.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 03-29-2024 15:10
From: Shelby Cronk
Subject: Reporting on Concurrency
Was reviewing this idea--https://genesyscloud.ideas.aha.io/ideas/WEM-I-541?utm_source=idea_comment_mailer&utm_medium=email&utm_campaign=subscribers--and there was an ask of how often agents are working several concurrent interactions.
Is there a way to accurately report on historical use of concurrency? The only way I know of today is to real-time monitor agents' interaction durations and rely on that anecdotal information. Is there a more accurate way to determine if/when concurrency is be utilized?
#Reporting/Analytics
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Shelby Cronk
C1
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