Hi Cavagnaro,
thanks for the reply.
I guess I didn't formulate the question correctly.
I asked about summarized metrics such as SL, AHT etc - not relatevely to each call but to general objects such as VQ and AG. Hence DataMart is enough - ne need to dig to the call level.
The question is how to summarize data to (VQ+AG) summary.
I understand that these are two different objects - there is no balue for AHT for VQ and there is no SL for AG. but generally when we speak about regular call it is easier for business not to split these two objects (VQ and AG) but to see one report for both of them inb one line.
I remember there were such reports at Avaya when you hav Hunt group (=VQ at Genesys) and Skill (~virtual AG at Genesys) in one report although some metrics are not applicable to them directly.
I found similar discussion here:
http://www.sggu.com/smf/index.php/topic,5403.msg23519.html#msg23519An yes the first answer that comes - it's not possible.
But then I found the report (left link in previous post:
https://docs.genesys.com/Documentation/PSAAS/latest/RPRT/HRCXIQuSmry)
As you can see for Cloud there is a single report when you can see both SL and AHT in one place while the are applicable to different objects.
So, let me redefine the question:
is there aby option at CCPulse to create the report where:
- we can mix objects (such as VQ and AG)
OR
- we use mix metrics not applicable* directly for the object (let's say AHT for VQ)
* yes, generally AHT (hold, ACW etc.) is not applicable for VQ but in many cases when you have relation 1:1 between AG and VQ it is applicable