Agents reports

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This topic is part of the manual Historical Reporting with Genesys CX Insights for version Current of Reporting.

Use Agents reports to learn more about the performance of agents in your contact center.

The reports in the Agents folder are ready-to-use, but as always, can be modified to suit your specific business needs.

Interactions pertaining to an agent are attributed to each group of which the agent is a member. So, in scenarios where an agent is a member of more than one agent group, interactions are counted against each group, and can therefore appear more than once in historical reports. Similarly, interactions that are attributed to queues that are members of more than one queue group are reported against both queue groups.

About Agents reports