Agent Trend

Important

This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Recording in Genesys Engage cloud.

The Agent Trend report is a line graph that displays agent performance in relation to one or more selected categories over time. The numbers in the table and graph represent an interaction count.

Common Usages

• Use to track an agent's performance progress over time to monitor effectiveness of training programs.
• Use to use the graph to measure and compare performance and provide feedback to the agent.

Customizing the Report

General Settings:

• Version - Available in Full Report (standard size), Mini, Wide, X-Axis Only, and Y-Axis Only versions.

For additional information, see Report Parameters.

Actions

Click a line in the graph or an item in the table to open the interaction list included in the item.