Unfortunately, no. The information exported from the Agents tab under Queues Activity for a specific queue, even at the Interval level, does not accurately reflect when the agent is Active on the queue (or not Active). It's not that granular.
For example, I had an agent Active on a queue from 09:30 - 09:50, then deactivated him at 09:50 for the remainder of the 09:30-10:00 Interval. In the export, that agent just shows as FALSE for the entire interval in the Active column.
Running an export for the Day just shows one entry, TRUE or FALSE, in the Active column for the entire day.
So, as far as I can tell, there is no way in the interface to show the data Ly wants.
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George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
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Original Message:
Sent: 10-23-2019 06:43
From: Gordon Thomson
Subject: User Queue Level Activity
is this not available when exporting the individual agent performance tab through queues activity, then select your queue, the agent your looking for in the agent tabs, or a re you looking for a collective of all queues for each agent during a certain time period?
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Gordon Thomson
Dialler Manager
Actavo
Original Message:
Sent: 10-01-2019 17:39
From: Ly Tran
Subject: User Queue Level Activity
I would like to see down to a user level, which queue they were working on and when
For Example,
User A 8am-10am Queue Name
10-12pm Queue Name
etc
Is that possible?
#Reporting/Analytics
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Ly Tran
Cardinal Health 5, LLC
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