Brian T. Jones | Ascension | Senior Specialist - Technology | Colossians 3:23-24
Original Message:
Sent: 02-11-2026 10:38
From: Maisey Harris
Subject: Queue Performance Detail view
Hi everyone - thank you for flagging this and for sticking with us while we dug in.
We've identified what's happening here, and I promise: this is not an intentional change in functionality. It's a very specific calendar edge case that February 2026 just happens to qualify for.
Root Cause:
Our calendar logic supports two selection models:
February 2026 is a non-leap year February that starts on a Sunday. That means:
In other words, it's both a "full calendar month" and a "month by week." When you page forward/back from that selection, the date picker interprets it as "month by week" and calculates the previous/next period accordingly - which is why you see unexpected behavior like:
It's a rare alignment. The last time this happened was 2015, and it won't happen again until 2037, so this definitely qualifies as a calendar unicorn 🦄
Workarounds (for now):
Interactions view
If you page to January and see the unexpected interval format, simply reset the Month preset for January. That restores the expected monthly view.
Performance views
If February displays as weekly intervals and you need daily granularity, extend the end date to March 2, 2026. This forces the system to treat the range as daily rather than weekly.
What we're doing:
We're implementing a fix so that:
Paging previous/next maintains the expected Month behavior
Interval granularity remains consistent
This edge case is covered by testing going forward
Thanks for raising this quickly. We know date behavior needs to be predictable, especially in reporting views, and we appreciate the detailed examples that helped us pinpoint the root cause.
If you're still seeing anything unexpected outside of these specific February scenarios, please let us know. Thank you for your patience and support!
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Maisey Harris
Senior Development Group Manager, Analytics UI & Reporting
Genesys
Original Message:
Sent: 02-11-2026 09:33
From: Judith Jimenez
Subject: Queue Performance Detail view
This does not work for our organization either. Not sure why this would be a good idea for anyone and hope it can be reversed soon. I was on vacation and returned and thought I was doing something wrong.
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Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance
Original Message:
Sent: 02-06-2026 10:43
From: Samuel Jillard
Subject: Queue Performance Detail view
Hi @Brian Jones,
Thanks for flagging this, I can see a ticket has been opened with regards to this and I will follow up.
I just had quick look and if you set your date range for 1st Feb - 2nd March it will show it daily for the whole month (as a workaround)
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 02-06-2026 09:07
From: Brian Jones
Subject: Queue Performance Detail view
Agree with all thoughts here on this usability issue. Might be worth one of you opening a support ticket so they can weigh in.
When testing for myself for this month, it seems the "Week" preset I've highlighted works like the "Day" preset should work (it automatically chose the days for me), while the "Month" preset right below "Week" functions how the "Month by Week" preset works. So perhaps for now try using the Week preset when viewing "This Month" 🤷
@Jason Kleitz & @Samuel Jillard - Could you have someone from the Reporting/Analytics team take a look at this thread and give you their thoughts?
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Brian T. Jones | Ascension | Senior Specialist - Technology | Colossians 3:23-24
Original Message:
Sent: 02-05-2026 15:02
From: Sarah Blizzard
Subject: Queue Performance Detail view
We have also experienced the same in our organization. You are able to view the previous months in a month view (shows each individual day), but as soon as you hit February, only will show it as "this month by week", no matter if selecting Month, this month, etc in Presets. Only way I have been able to go back to my preferred view (month), is by manually selecting the dates and adjusting the time to show the whole month, broken down by days. I hope this was not a permanent change, but a bug. I to was waiting on submitting a ticket to see if others were impacted.
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Sarah Blizzard
Workforce Performance Specialist, PEFCU
Original Message:
Sent: 02-04-2026 04:38
From: Mohamed Nasr
Subject: Queue Performance Detail view
Hi
We have always used the "Queue Performance Detail" report in "This month" preset view, which breaks the month down by day (Screenshot 1) however, we noticed that in February the days are grouped Sunday to Saturday whether we select "This month" or "This month by week" (Screenshot 2)
Is there a way where we can go back to having "This month" preset view to look the same as screenshot 1?
I hope that makes sense :)
Thanks
#Intraday,Shrinkage,Adherence
#RealTimeMonitoring
#WFMConfiguration,BestPractices
#GeneralQuestion
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Mohamed Nasr
Emovis
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