Genesys Cloud - Main

Good morning all,

Just curious if anyone has learned of a solid way to view historical queue activation / deactivation for agents?

What we need to be able to explore is when an agent who can activate / deactivate themselves did so. For example, do we have an agent deactivating themselves in a queue as it gets busy and then re-activate themselves after. We have checked and haven't been able to locate an out of box performance view and honestly not really located a good API to pull this info. Ideally it would show any queue that an agent activates or deactivates along with a time stamp of when the act took place, also would be great to see if the agent or supervisor performed the activate/deactivate action.

We did have a similar report to this in our Genesys PureConnect environment.

Here is a sample of what that report looked like (plus the supporting backend data table was available for us to create a custom Crystal Report for it)

Anyone have any suggestions? We did run across this Idea that seems in the ballpark, but is listed as Future Consideration: https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1101

Thanks all,

Hi Shane,

I believe the best way of getting this information is using the Audit APIs using the ServiceName: Contact Center, Entity Type: Queue and Action: Member Update

But maybe someone else in the community has found a better way of doing

Good morning all,

Just curious if anyone has learned of a solid way to view historical queue activation / deactivation for agents?

What we need to be able to explore is when an agent who can activate / deactivate themselves did so. For example, do we have an agent deactivating themselves in a queue as it gets busy and then re-activate themselves after. We have checked and haven't been able to locate an out of box performance view and honestly not really located a good API to pull this info. Ideally it would show any queue that an agent activates or deactivates along with a time stamp of when the act took place, also would be great to see if the agent or supervisor performed the activate/deactivate action.

We did have a similar report to this in our Genesys PureConnect environment.

Here is a sample of what that report looked like (plus the supporting backend data table was available for us to create a custom Crystal Report for it)

Anyone have any suggestions? We did run across this Idea that seems in the ballpark, but is listed as Future Consideration: https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1101

Thanks all,