Get All Agent Activity, filtered down by Skills or Membership in Queues and Groups

One common request we've heard from Brightmetrics users is the capability to see all recorded activity for agents that are members of a Queue or Group, or by Skill. Previous functionality has allowed filtering reports by groups but the results returned only activity and data points related to that group.

This makes it hard as a manager to understand the circumspect activity and utilization of your agent team members, especially in organizations and Genesys configurations where agents can be a resource as members of multiple different groups. Getting this perspective allows a manager to understand how much of their resources’ time is spent focused on their Queue or Group activities versus others that Agents might be assigned to, or just simply how that agent's utilization is split.

Another common request has been the need to quickly identify and return reporting results for all Agents based on skill membership so you can quickly drill into the details that are relevant to a specific skill.

We now have delivered the features within our filter settings that allow you to support these important perspectives!

  1. In an Agent Activity Report select the Agent Name filter radio for Selected
  2. Click on Click to select values revealing the pop-up window that enables your filter selections
  3. Under Selection criteria select By Queue or Group Membership and make your filtering selection, finishing this step by clicking Apply

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When you run your reports, your results will return all values for agents, for all their groups that have membership within the filtered group.

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To filter your Agent Activity reports by Skill, you can use these same steps and replace your selection of Selection criteria in step 3 with By Skill and make your filtering selection. This will return all values for Agents that are members of the selected skill(s)
 
Questions or feedback? Please email us at support@brightmetrics.com.

 

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