Genesys Cloud - Main

One of the KPIs we pull from the system the Genesys is replacing is the Average Number of simultaneous Agents working in a queue on a particular day.  More or less, how well tended is a particular queue from a staffing perspective.  

Alright, rewrite of this part.  Agent Status provides what I need, but I don't seem to be able to get it in bulk.  I can get a daily total for each agent, for today, or for yesterday.  If I want the pull to cover seven days, or any other time period, I get an aggregate for those seven days for each agent.  I can get a daily total for seven days or even more, but only for one agent at a time, which won't work.  I can grab Today at the end of the day, and Yesterday each day.  So that gives me two bites at the apple for each business day.  That may be sufficient. 

Would be nice if there was an option to get the last 7 days, broken out daily, for each agent.  That would be perfect, but it doesn't appear that's an option from the reporting tool.

Thanks in advance for any guidance you can provide.

                J.

------------------------------
John Edwards
------------------------------

* Note, not using API because I can't figure out from its doc and the Genesys dev tool how to make it give me what I need.  I gave it a swing.  Made the connection to it in Azure, but the API requests locked up or provided nothing when making calls.  Reporting delivering the data via email had me up and running production data in under 8 hours, so I'm going with that until I've cleared baseline functionality.

Hi John,

You can export the Agent Status for multiple users split by user:

1. To generate a report for multiple users, search for and select each user in the summary view list, and click View as Group.
2. Open the Export panel.
3. To create a report for multiple users, select Split filters under Formatting. The report shows data for each user. 

One of the KPIs we pull from the system the Genesys is replacing is the Average Number of simultaneous Agents working in a queue on a particular day.  More or less, how well tended is a particular queue from a staffing perspective.  

Alright, rewrite of this part.  Agent Status provides what I need, but I don't seem to be able to get it in bulk.  I can get a daily total for each agent, for today, or for yesterday.  If I want the pull to cover seven days, or any other time period, I get an aggregate for those seven days for each agent.  I can get a daily total for seven days or even more, but only for one agent at a time, which won't work.  I can grab Today at the end of the day, and Yesterday each day.  So that gives me two bites at the apple for each business day.  That may be sufficient. 

Would be nice if there was an option to get the last 7 days, broken out daily, for each agent.  That would be perfect, but it doesn't appear that's an option from the reporting tool.

Thanks in advance for any guidance you can provide.

                J.

------------------------------
John Edwards
------------------------------

* Note, not using API because I can't figure out from its doc and the Genesys dev tool how to make it give me what I need.  I gave it a swing.  Made the connection to it in Azure, but the API requests locked up or provided nothing when making calls.  Reporting delivering the data via email had me up and running production data in under 8 hours, so I'm going with that until I've cleared baseline functionality.

Apologies, but I don't understand step 1.  I am looking at this -- https://help.mypurecloud.com/articles/work-with-list-view/ and I don't see a side bar with a list view option anywhere in my interface.  Searching on List View (and View List) in the interface help box brings up nothing.  I'm set up as an admin but perhaps there's a different permissions level that I need.  Can't find options in the interface to get me there.

When I select more than one user in the summary view list (my interpretation -- the first version of the report that comes up when I select Agent Performance) I don't see a View as Group option anywhere on the screen.  I don't see it for queue performance either, and https://help.mypurecloud.com/articles/queue-performance-detail-view/ indicates it should be there.

For the moment I can use Yesterday and Today to get the job done, and patch if the system is down for more than a day.  But I'd just like to be able to pull each agent's performance stats, daily totals for each agent, for the last 7 days.  Report can't seem to have both By Agent and By Day on the same page.

Hi John,

You can export the Agent Status for multiple users split by user:

1. To generate a report for multiple users, search for and select each user in the summary view list, and click View as Group.
2. Open the Export panel.
3. To create a report for multiple users, select Split filters under Formatting. The report shows data for each user. 

One of the KPIs we pull from the system the Genesys is replacing is the Average Number of simultaneous Agents working in a queue on a particular day.  More or less, how well tended is a particular queue from a staffing perspective.  

Alright, rewrite of this part.  Agent Status provides what I need, but I don't seem to be able to get it in bulk.  I can get a daily total for each agent, for today, or for yesterday.  If I want the pull to cover seven days, or any other time period, I get an aggregate for those seven days for each agent.  I can get a daily total for seven days or even more, but only for one agent at a time, which won't work.  I can grab Today at the end of the day, and Yesterday each day.  So that gives me two bites at the apple for each business day.  That may be sufficient. 

Would be nice if there was an option to get the last 7 days, broken out daily, for each agent.  That would be perfect, but it doesn't appear that's an option from the reporting tool.

Thanks in advance for any guidance you can provide.

                J.

------------------------------
John Edwards
------------------------------

* Note, not using API because I can't figure out from its doc and the Genesys dev tool how to make it give me what I need.  I gave it a swing.  Made the connection to it in Azure, but the API requests locked up or provided nothing when making calls.  Reporting delivering the data via email had me up and running production data in under 8 hours, so I'm going with that until I've cleared baseline functionality.

Hi John,

You can export the Agent Status for multiple users split by user:

1. To generate a report for multiple users, search for and select each user in the summary view list, and click View as Group.
2. Open the Export panel.
3. To create a report for multiple users, select Split filters under Formatting. The report shows data for each user. 

One of the KPIs we pull from the system the Genesys is replacing is the Average Number of simultaneous Agents working in a queue on a particular day.  More or less, how well tended is a particular queue from a staffing perspective.  

Alright, rewrite of this part.  Agent Status provides what I need, but I don't seem to be able to get it in bulk.  I can get a daily total for each agent, for today, or for yesterday.  If I want the pull to cover seven days, or any other time period, I get an aggregate for those seven days for each agent.  I can get a daily total for seven days or even more, but only for one agent at a time, which won't work.  I can grab Today at the end of the day, and Yesterday each day.  So that gives me two bites at the apple for each business day.  That may be sufficient. 

Would be nice if there was an option to get the last 7 days, broken out daily, for each agent.  That would be perfect, but it doesn't appear that's an option from the reporting tool.

Thanks in advance for any guidance you can provide.

                J.

------------------------------
John Edwards
------------------------------

* Note, not using API because I can't figure out from its doc and the Genesys dev tool how to make it give me what I need.  I gave it a swing.  Made the connection to it in Azure, but the API requests locked up or provided nothing when making calls.  Reporting delivering the data via email had me up and running production data in under 8 hours, so I'm going with that until I've cleared baseline functionality.

I haven't described the problem clearly enough.  I understand what you've sent, but it doesn't produce what I want.  Let me take another swing at describing my need.

My data need is this -- for each day, I need an Agent Status Report, for each agent.  I would like to pull this data for the last 7 days in a single report.

If I set up an Agent Status Report and select only a single day for its time period, I get what I want, for that single day.  This is what I want information-wise, but only for one day.  

I can set up that report to run for today.  So I can get the information I need for each agent, for each day, one day at a time, if I run this everyday.

I can set up that report to run for yesterday, so I have a single day of backup if I run for yesterday on every single day as well.

But I'd like to get it for a 7 day timespan each day in case we have an outage in the system receiving the data or the system sending it, in accordance with our disaster recovery policy.

I don't see a way to ask the system for a report that shows an agent status summary, of all agents in the system, for each of the last seven days, broken out by day.  That is, if I have 8 agents on each of the most recent 7 days I would get a report with 56 lines of information in it, 7 rows for each of the 8 agents.

Hi John,

You can export the Agent Status for multiple users split by user:

1. To generate a report for multiple users, search for and select each user in the summary view list, and click View as Group.
2. Open the Export panel.
3. To create a report for multiple users, select Split filters under Formatting. The report shows data for each user. 

One of the KPIs we pull from the system the Genesys is replacing is the Average Number of simultaneous Agents working in a queue on a particular day.  More or less, how well tended is a particular queue from a staffing perspective.  

Alright, rewrite of this part.  Agent Status provides what I need, but I don't seem to be able to get it in bulk.  I can get a daily total for each agent, for today, or for yesterday.  If I want the pull to cover seven days, or any other time period, I get an aggregate for those seven days for each agent.  I can get a daily total for seven days or even more, but only for one agent at a time, which won't work.  I can grab Today at the end of the day, and Yesterday each day.  So that gives me two bites at the apple for each business day.  That may be sufficient. 

Would be nice if there was an option to get the last 7 days, broken out daily, for each agent.  That would be perfect, but it doesn't appear that's an option from the reporting tool.

Thanks in advance for any guidance you can provide.

                J.

------------------------------
John Edwards
------------------------------

* Note, not using API because I can't figure out from its doc and the Genesys dev tool how to make it give me what I need.  I gave it a swing.  Made the connection to it in Azure, but the API requests locked up or provided nothing when making calls.  Reporting delivering the data via email had me up and running production data in under 8 hours, so I'm going with that until I've cleared baseline functionality.

Hi John,

I do understand what you are asking for, it just seems to be hard to explain it :D

I have recorded a quick gif to show you how to get what you want.

I haven't described the problem clearly enough.  I understand what you've sent, but it doesn't produce what I want.  Let me take another swing at describing my need.

My data need is this -- for each day, I need an Agent Status Report, for each agent.  I would like to pull this data for the last 7 days in a single report.

If I set up an Agent Status Report and select only a single day for its time period, I get what I want, for that single day.  This is what I want information-wise, but only for one day.  

I can set up that report to run for today.  So I can get the information I need for each agent, for each day, one day at a time, if I run this everyday.

I can set up that report to run for yesterday, so I have a single day of backup if I run for yesterday on every single day as well.

But I'd like to get it for a 7 day timespan each day in case we have an outage in the system receiving the data or the system sending it, in accordance with our disaster recovery policy.

I don't see a way to ask the system for a report that shows an agent status summary, of all agents in the system, for each of the last seven days, broken out by day.  That is, if I have 8 agents on each of the most recent 7 days I would get a report with 56 lines of information in it, 7 rows for each of the 8 agents.

Hi John,

You can export the Agent Status for multiple users split by user:

1. To generate a report for multiple users, search for and select each user in the summary view list, and click View as Group.
2. Open the Export panel.
3. To create a report for multiple users, select Split filters under Formatting. The report shows data for each user. 

One of the KPIs we pull from the system the Genesys is replacing is the Average Number of simultaneous Agents working in a queue on a particular day.  More or less, how well tended is a particular queue from a staffing perspective.  

Alright, rewrite of this part.  Agent Status provides what I need, but I don't seem to be able to get it in bulk.  I can get a daily total for each agent, for today, or for yesterday.  If I want the pull to cover seven days, or any other time period, I get an aggregate for those seven days for each agent.  I can get a daily total for seven days or even more, but only for one agent at a time, which won't work.  I can grab Today at the end of the day, and Yesterday each day.  So that gives me two bites at the apple for each business day.  That may be sufficient. 

Would be nice if there was an option to get the last 7 days, broken out daily, for each agent.  That would be perfect, but it doesn't appear that's an option from the reporting tool.

Thanks in advance for any guidance you can provide.

                J.

------------------------------
John Edwards
------------------------------

* Note, not using API because I can't figure out from its doc and the Genesys dev tool how to make it give me what I need.  I gave it a swing.  Made the connection to it in Azure, but the API requests locked up or provided nothing when making calls.  Reporting delivering the data via email had me up and running production data in under 8 hours, so I'm going with that until I've cleared baseline functionality.

Hi John,

I do understand what you are asking for, it just seems to be hard to explain it :D

I have recorded a quick gif to show you how to get what you want.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-22-2025 14:44
From: John Edwards
Subject: Average Agents working a Queue in the Queue Performance Report

I haven't described the problem clearly enough.  I understand what you've sent, but it doesn't produce what I want.  Let me take another swing at describing my need.

My data need is this -- for each day, I need an Agent Status Report, for each agent.  I would like to pull this data for the last 7 days in a single report.

If I set up an Agent Status Report and select only a single day for its time period, I get what I want, for that single day.  This is what I want information-wise, but only for one day.  

I can set up that report to run for today.  So I can get the information I need for each agent, for each day, one day at a time, if I run this everyday.

I can set up that report to run for yesterday, so I have a single day of backup if I run for yesterday on every single day as well.

But I'd like to get it for a 7 day timespan each day in case we have an outage in the system receiving the data or the system sending it, in accordance with our disaster recovery policy.

I don't see a way to ask the system for a report that shows an agent status summary, of all agents in the system, for each of the last seven days, broken out by day.  That is, if I have 8 agents on each of the most recent 7 days I would get a report with 56 lines of information in it, 7 rows for each of the 8 agents.

------------------------------
John Edwards

Original Message:
Sent: 07-21-2025 04:57
From: Samuel Jillard
Subject: Average Agents working a Queue in the Queue Performance Report

Hi John,

You can export the Agent Status for multiple users split by user:

1. To generate a report for multiple users, search for and select each user in the summary view list, and click View as Group.
2. Open the Export panel.
3. To create a report for multiple users, select Split filters under Formatting. The report shows data for each user. 

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-15-2025 14:06
From: John Edwards
Subject: Average Agents working a Queue in the Queue Performance Report

One of the KPIs we pull from the system the Genesys is replacing is the Average Number of simultaneous Agents working in a queue on a particular day.  More or less, how well tended is a particular queue from a staffing perspective.  

Alright, rewrite of this part.  Agent Status provides what I need, but I don't seem to be able to get it in bulk.  I can get a daily total for each agent, for today, or for yesterday.  If I want the pull to cover seven days, or any other time period, I get an aggregate for those seven days for each agent.  I can get a daily total for seven days or even more, but only for one agent at a time, which won't work.  I can grab Today at the end of the day, and Yesterday each day.  So that gives me two bites at the apple for each business day.  That may be sufficient. 

Would be nice if there was an option to get the last 7 days, broken out daily, for each agent.  That would be perfect, but it doesn't appear that's an option from the reporting tool.

Thanks in advance for any guidance you can provide.

                J.

------------------------------
John Edwards
------------------------------

* Note, not using API because I can't figure out from its doc and the Genesys dev tool how to make it give me what I need.  I gave it a swing.  Made the connection to it in Azure, but the API requests locked up or provided nothing when making calls.  Reporting delivering the data via email had me up and running production data in under 8 hours, so I'm going with that until I've cleared baseline functionality.