Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Eric Z. on April 29, 2021, 10:10:50 PM

Title: PureCloud Reporting
Post by: Eric Z. on April 29, 2021, 10:10:50 PM

Hello,

I am supporting a small call center of about 20 people who use Genesys PureCloud as their WFM platform. I am trying get certain data that doesn't appear to be readily available in the existing reports and am wondering if anyone has had luck with the same. The other groups I support all use Genesys Engage and OPS411 reporting which readily has all the data I need.

Here is the data I am looking for:

- Not Ready % (% of logged in, time spent in an AUX state)
- Idle % (% of logged in time waiting for the next call)
- ACW% (% of logged in time spent in ACW)
- Talk Time % (% of logged in time spent talking on calls)
- Total amount of Time logged in to queue.


I have spent a considerable time combing through the available reports without result.

Thanks

Title: Re: PureCloud Reporting
Post by: nonny on May 02, 2021, 07:12:15 AM

Hi Eric

As you've probably already identified the out of the box reports in Genesys Cloud are very limited, with little to no development or roadmap attention.

The efforts are pretty much all going to the performance views and APIs.  Have you looked into the agent performance views?  I think you should find most of those metrics as available columns.  You can then obviously schedule that view to be sent somewhere - although keeping in mind the exports from views has a 24+ hour delay in data availability.

Title: Re: PureCloud Reporting
Post by: Gulden_NL on May 24, 2021, 11:14:04 PM

I agree with nonny, the reports are next to worthless.
Take a look at Avtex's Insights for Cloud.  I am not related to Avtex in any way, but they have taken the time to get some additional functionality that Genesys can't seem to be bothered with. 

[url=https://avtex.com/articles/avtex-insights-for-genesys-cloud-expands-contact-center-reporting]https://avtex.com/articles/avtex-insights-for-genesys-cloud-expands-contact-center-reporting[/url]
[url=https://appfoundry.genesys.com/filter/genesyscloud/listing/61a3411b-22c6-4b5d-b1f5-ee8162578541]https://appfoundry.genesys.com/filter/genesyscloud/listing/61a3411b-22c6-4b5d-b1f5-ee8162578541[/url]