Agent Group Membership Details report

Important

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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 Engage 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 Engage cloud?.

Understanding the Agent Group Membership Details report

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:

• [+] Prompts for the Agent Group Membership Details 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.

• [+] Measures used in the Agent Group Membership Details report

  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.