Genesys Reporting on Cross Trained Agents

[DaveA]

For anyone using Genesys Routing WFM......
I have set up several WFM Activity groups for different skill groups such that for groups A and B, all of the A CSRs have A at 10 and B at 5 and vise versa. Currently, I do not have the ability to see how many of Call As are being answered by Group B. I would really like to be able to see how much of the overflow is being picked up by secondary CSRs during different intervals of the day.

Anyone encountered anything like this or have any thoughts on a solution?

Thanks
Dave

[jeffchow]

Hi DaveA,
You should be able to get help from Genesys, goto http://genesyslab.com/support/home/index/ and register yourself.

[sshilov]

Most of Genesys/Cisco reporting solutions has been already resolved. Check Products “WFM Universal Connector”