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[ruspola]

Hello,

I'm fairly new to Genesys and I have an issue with separating Email statistics from Voice statistics.
For example if an agent has both inbound voice & email skills assigned its difficult to determine to agent status(ie availability) of such an agent if they have several emails on their Genesys Desktop.  Extended monitor shows them to have status 'call inbound' when they have an email on their Genesys Desktop even though they are waiting for the next call. Ideally I'd like to be able to generate a report which shows the agents status in relation to voice not email. Also he stat server seems to be combining InboundCall time for both email & Voice.

Any help would be really appreciated