PEC-REP/Current/RPRT/HRCXIAgentsReports - Revision history

WikiSysop at 13:01, June 30, 2022

2022-06-30T13:01:22Z

Tony.gilchrist@genesys.com: Published

2021-04-01T14:04:12Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:31:46Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:46:50Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T14:38:31Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Agents reports
|TocName=Agents reports
|Context=Use Agents reports to learn more about the performance of agents in your contact center.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator, Supervisor
|Application=Reporting GCXI
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=The reports in the '''Agents''' folder are ready-to-use, but as always, can be modified to suit your specific business needs.

{{NoteFormat|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.|2}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=About Agents reports
|anchor=AgentsReports
|alignment=Horizontal
|Media=Image
|image=HRCXIFolderAgents.png
|structuredtext=The following reports are available in the '''CX Insights''' > '''Agents''' folder:

*{{Link-SomewhereInThisManual|topic=HRCXIAgentConduct|anchor=top|display text=Agent Conduct Report}}
*{{Link-SomewhereInThisManual|topic=HRCXIAgentDtlsA|anchor=top|display text=Agent Details Activity Report}}
*{{Link-SomewhereInThisManual|topic=HRCXIAgentGrpBusAtr|anchor=top|display text=Agent Group Business Attribute Report}}
*{{Link-SomewhereInThisManual|topic=HRCXIAgentGrpIxnHndlng|anchor=top|display text=Agent Group Interaction Handling Report}}
*{{Link-SomewhereInThisManual|topic=HRCXIAgentGrpMbrshpReportA|anchor=top|display text=Agent Group Membership Details Report}}
*{{Link-SomewhereInThisManual|topic=HRCXIAgentGrpQueBusAtr|anchor=top|display text=Agent Group Queue Business Attribute Report}}
*{{Link-SomewhereInThisManual|topic=HRCXIAgentIxnHrchy|anchor=top|display text=Agent Interaction Hierarchy Report}}
*{{Link-SomewhereInThisManual|topic=HRCXIAgentIntrvlBsd|anchor=top|display text=Agent Interval Based Report}}
*{{Link-SomewhereInThisManual|topic=HRCXIAgentLginLgoutA|anchor=top|display text=Agent Login-Logout Details Report}}
*{{Link-SomewhereInThisManual|topic=HRCXIAgentNtRdy|anchor=top|display text=Agent Not Ready Report}}
*{{Link-SomewhereInThisManual|topic=HRCXIAgentNtRdyRsnCd|anchor=top|display text=Agent Not Ready Reason Code Report}}
*{{Link-SomewhereInThisManual|topic=HRCXIAgentOmniAct|anchor=top|display text=Agent Omnichannel Activity Report}}
*{{Link-SomewhereInThisManual|topic=HRCXIAgntOtbndCmpgnReport|anchor=top|display text=Agent Outbound Campaign Report}}
*{{Link-SomewhereInThisManual|topic=HRCXIAgentQueue|anchor=top|display text=Agent Queue Report}}
*{{Link-SomewhereInThisManual|topic=HRCXIAgentSclEngagmnt|anchor=top|display text=Agent Social Engagement Report}}
*{{Link-SomewhereInThisManual|topic=HRCXIAgentStateA|anchor=top|display text=Agent State Details Report}}
*{{Link-SomewhereInThisManual|topic=HRCXIAgentSmryActvtyActv|anchor=top|display text=Agent Summary Activity Report (Active)}}
*{{Link-SomewhereInThisManual|topic=HRCXIAgentSmryActvtyIxn|anchor=top|display text=Agent Summary Activity Report (Interaction)}}
*{{Link-SomewhereInThisManual|topic=HRCXIAgentUtilization|anchor=top|display text=Agent Utilization Report}}
*{{Link-SomewhereInThisManual|topic=HRCXIAgentWrap|anchor=top|display text=Agent Wrap Report}}
|structuredtextwide='''Related Topics''':

*Go back to the {{Link-SomewhereInThisManual|topic=HRCXIIncludedReports|anchor=top|display text=complete list of available reports}}.
*Learn how to {{Link-SomewhereInThisManual|topic=HRCXIGetStarted|anchor=top|display text=generate historical reports}}.
*Learn how to {{Link-SomewhereInThisManual|topic=HRCXIReadReports|anchor=top|display text=read and understand reports}}.
*Learn how to {{Link-SomewhereInThisManual|topic=HRCXICustomizingReports|anchor=top|display text=create or customize reports}}.
|FAQHeading=
|Status=No
}}
}}

@@ Line 56: / Line 56: @@
 *Learn how to {{Link-SomewhereInThisManual|topic=HRCXIReadReports|anchor=top|display text=read and understand reports}}.
 *Learn how to {{Link-SomewhereInThisManual|topic=HRCXICustomizingReports|anchor=top|display text=create or customize reports}}.
 |FAQHeading=
 |Status=No
 }}
 }}

@@ Line 49: / Line 49: @@
 *{{Link-SomewhereInThisManual|topic=HRCXIAgentUtilization|anchor=top|display text=Agent Utilization Report}}
 *{{Link-SomewhereInThisManual|topic=HRCXIAgentWrap|anchor=top|display text=Agent Wrap Report}}
-|structuredtextwide='''Related Topics''':
+*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIWeeklyAgntGrpPrfDshBrdA|display text=Weekly Agent Group Performance Dashboard}}
 *Go back to the {{Link-SomewhereInThisManual|topic=HRCXIIncludedReports|anchor=top|display text=complete list of available reports}}.

@@ Line 5: / Line 5: @@
 |Context=Use Agents reports to learn more about the performance of agents in your contact center.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator, Supervisor
 |Application=Reporting GCXI

PEC-REP/Current/RPRT/HRCXIAgentsReports - Revision history

WikiSysop at 13:01, June 30, 2022

Tony.gilchrist@genesys.com: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"