Hey Shannon,

No, there isn't a report with that info. However, the Queues Activity view will tell you how many agents are currently on queue: https://help.mypurecloud.com/articles/queues-activity-views/

@Caitlan Spronk? Something for on the roadmap?

Hi @Rogier Bosch?  and @Shannon Green? ,

I just talked to a product manager, and we can absolutely add this to the list of feature requests. However, we are looking for a little more info: what is your goal for this info? Are you just looking for a report that lists any times when no agents were on queue? Kind of like a yes/no flag that would tell you if if the interval included any times with 0 agents on queue? Or do you want, for every interval, to know how many agents were on queue?

For our needs a list of time with 0 agents on queue would suit. We would use the info with checking a customer call with an oddly high in queue time as currently all call are answered within the first 30 seconds of the IVR answering. The only reason at our current call volume a call should have a high queue time is due to no agent available or no agent on queue. Current reports have shown a call where agents were available and the call sat in queue for 4 minutes. We would mainly use this report to cross check with the Agent Status and Queue reports.

Report based on selected queue(s), per queue page and on defined start-end time

Report shows every moment that queue was 'closed' and duration.

Matrix style, left the times + total duration, top the members

On 'Closed' per member the status + duration

definition 'Closed' = Status Available, Break, Lunch, Training, Busy etc.

Cool, thank you both for the feedback!