MFOSTER | 2023-01-02 17:21:18 UTC | #1
Hi. Any idea on how to retrieve the list of users associated with a planning group?
thanks.
Eos_Rios | 2023-01-03 13:30:39 UTC | #2
Planning groups are a calculation not a dimension.
They're not like a skill assignment or queue assignment where an agent is actually in them and you can just look at a roster.
The only way to identify who a planning group encompasses is to read the definition of that planning group and then do a user search for everyone who meets the criteria in the routepaths, and that can only be done for "now" because there is no historical record of who had what assignments in history.
MFOSTER | 2023-01-04 17:57:02 UTC | #3
Hi. Thanks, does this mean the intraday report doesn't work for historical days then? Since the skills and queues for users could change? Or does genesys actually store a snapshot of those users somewhere? And what would be the calculation be? Some kind of Boolean logic like Users joined to queue or skill or language?
brian.trezise | 2023-01-05 14:09:24 UTC | #4
Hello MFOSTER - The intraday report always uses agents' latest version of queue/skill/language/planning group/etc, regardless of what day is requested. I hope that answers your question, let me know if you need more information.
MFOSTER | 2023-01-05 14:30:37 UTC | #5
Hi Brian, thats interesting, so if the queues /skills were changed then it would mean the historical data for that planning group would be show differently when the report is re-run? Since there would have been a different number of users historically that would have matched the criteria?
And with the criteria, we have queues / skills, languages. Is it a boolean AND for the agents to match a planning group? or is it an OR ?
thanks.
brian.trezise | 2023-01-05 15:32:16 UTC | #6
MFOSTER, post:5, topic:17811
thats interesting, so if the queues /skills were changed then it would mean the historical data for that planning group would be show differently when the report is re-run? Since there would have been a different number of users historically that would have matched the criteria?
That's correct. Intraday is really primarily meant for "today", not historical usage, though we support historical usage in this limited context.
MFOSTER, post:5, topic:17811
And with the criteria, we have queues / skills, languages. Is it a boolean AND for the agents to match a planning group? or is it an OR ?
An agent must handle all route paths in a PG to be said to be able to handle the PG (so this would be a boolean AND)
MFOSTER | 2023-01-05 15:03:21 UTC | #7
OK great, that's all helpful. thanks!
system | 2023-02-05 15:03:32 UTC | #8
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ref: 17811