Genesys Cloud
New reporting and filtering options in Genesys Cloud for enhanced team performance insights
| Announced on | Effective date | Aha! idea |
|---|---|---|
| 2024-11-11 | - | Aha! link |
In a future release, Genesys Cloud will enable supervisors to generate agent performance reports for inactive and deleted users. Previously, after an administrator deleted a user or queue, running new reports on those entities wasn’t possible unless a report had already been saved, and editing existing reports removed those users from the options list. This update addresses those limitations, making it easier for organizations to review the historical performance of past team members. With this feature, supervisors can now access valuable performance data for former employees, including seasonal or contract agents, allowing them to review trends and measure the impact of temporary staff on team performance over time. Also, Genesys Cloud will introduce improved filtering capabilities within the Agent Summary views. A new dropdown list in the upper left-hand corner will offer options to filter agents by user type, providing a clearer and more customizable view of agent activity.
Filter options will include:
- Active Users (Default) – To filter only active agents in the organization.
- Inactive Users – To filter only inactive agents in the organization.
- Active and Inactive Users – To filter both active and inactive agents in the organization.
- Deleted Users – To filter only deleted agents in the organization.
