Genesys Cloud (formerly PureCloud)

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Report Agent calls per Queue

  • 1.  Report Agent calls per Queue

    Posted 20 days ago
    Is it possible to breakdown an Agents calls by queue?  Under Agent Performance, I can get a total of all of the agents calls for all queues, but I cannot seem to break that down by each queue.  When I look at the available fields, queue is not an option.
    #Reporting/Analytics

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    John Donato
    Avtex Solutions, LLC
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  • 2.  RE: Report Agent calls per Queue

    Posted 20 days ago
    Performance > Agents > $Agent > Queues tab should have what you're looking for.

    --C#



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    Chip Sharp
    Sr. Manager, Customer Experience Solutions -Powernet Global Telecommunications
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  • 3.  RE: Report Agent calls per Queue

    Posted 20 days ago
    That works for pulling up one agent at a time, but I was looking to pull something that would break it down in a report for all agents in all queues  Similar to how you could do it with the ICBM reports in PureConnect.

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    John Donato
    Avtex Solutions, LLC
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  • 4.  RE: Report Agent calls per Queue

    GENESYS
    Posted 20 days ago
    I'd use the Queues Activity view under Performance. Either drill down to a specific queue, set the time range to look at, and export the data from the Agents tab to .csv then work within Excel to produce the report wanted.

    Or, in the main view use filtering top left to select the desired queues, and filtering top right to limit to just answered interactions. Export to .csv and again manipulate in Excel to get the desired report.

    I've attached a couple of sample exports so you can see the data from a demo system. On the Queue Interactions Detail, I used Excel to sort by Users and added a Count subtotal at each change in the Users column.

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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  • 5.  RE: Report Agent calls per Queue

    Posted 19 days ago
    Thanks George.  This is helpful.  I think the queue agent detail is best to work with.  I can just run for each of the queues I need and concatenate into one worksheet.

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    John Donato
    Avtex Solutions, LLC
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