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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Original Message:
Sent: 09-10-2020 09:05
From: John Donato
Subject: Report Agent calls per Queue
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
Original Message:
Sent: 09-09-2020 15:53
From: Chip Sharp
Subject: Report Agent calls per Queue
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
Original Message:
Sent: 09-09-2020 15:34
From: John Donato
Subject: Report Agent calls per Queue
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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