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Connector Improvement: Genesys : Agent Status & Queue/Agent Performance

Answered
Shashi Gupta User

I'm reaching out to inquire/request about the possibility of getting Agent Performance, Queue Performance, and Agent Status report data from Genesys. If its feasible and already on the development roadmap, let us know the ETA for same.

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Comments

3 comments

Date Votes
  • Truman User

    Hi Shashi, 

    The addition of this data has not been planned at this time but can be evaluated. To help us in our investigations, please provide details on specific performance metrics that you are looking for. 

    Thanks!

  • Shashi Gupta User

    Hello Truman,

    Agent Status report is of highest priority for us and on that report we are looking for below metrics (mostly time duration related)

    break
    busy
    meal
    away
    available
    meeting
    offline
    training
    interacting
    idle
    not responding
    on queue
    communicating
    logged in
    off queue

  • John Eischens User

    We're also looking for some of the same data. I believe it can be retrieved using the Genesys User Details Analytics API: https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/user-query.