This page describes how you can use the Agent Group Membership Details report to understand how agents are distributed among Agent Groups.
[+] Tip: How do I generate a report?
How do I generate a report?
The short answer is: Access Reporting in the Genesys PureEngage Cloud, open a report (from Document List > Interactive Insights > 8.x.x > <name of report>), and click Refresh All to populate the report. For more information, see How do I generate Historical Reports in Genesys PureEngage Cloud?.
Use the Agent Group Membership Details report to generate a detailed view of how agents are distributed among Agent Groups, including information about when each Agent entered and exited each group.
You can specify the Date, Agent Group, and Agent.
To get a better idea of what this report looks like, view sample output from the report:
Sample_Agent_Group_Membership_Report.pdf
The following tables explain the prompts you can select when you generate the report, and the measures that are represented in the report:
| Prompt | Description |
|---|---|
| Pre-set Day Filter | Choose a day from the list of preset options. This prompt overrides the Report Date value. |
| Report Date | Choose the date for which to collect data into the report. This prompt has no effect if Pre-set Day Filter is set to anything except None. |
| Agent Group | Select one or more Agent Groups from which to gather data into the report. A value of ALL returns all configured customer segments that are defined for the given tenant. |
| Agent | Select one or more Agents from which to gather data into the report. A value of ALL returns all configured customer segments that are defined for the given tenant. |
| Measure | Description |
|---|---|
| Group Membership \ Date Added | The date and time when the agent joined the group. |
| Group Membership \ Date Removed | The date and time when the agent left the group. |