Workforce Engagement Management

Hey All!
Our Contact Center Managers want more awareness of agent performance including how much time (in total and on average) they are on queue vs off queue.
The Agent Status Summary and Agent Status Detail view both provide the option to see the amount of time spent On Queue and Off Queue time with a break down of time spent base on the primary status selected.
The way the data is presented currently sums up all the time spent in On Queue/ Off Queue when selecting a time frame longer than 24 hours.

Example (timeline = previous 3 months):


Is there a way to get the average daily on queue and off queue time similar to average handle time or average ACW time?

Hello!

One way to get to this would be to pull the report by group, assuming you created a group to more easily get to reports, if not, I would do that, it makes it much easier.   The go to Agent Performance, click on the Status column, go to the plus sign to add more metrics, select On Queue, Off Queue, I would also add On Queue % and Off Queue %.      You can then proceed as you would with any report.   Once you get report, you would have the data.   I believe this is what you are looking for, but if not, let me know.    I am another Genesys user, not a Genesys person.

Hey All!
Our Contact Center Managers want more awareness of agent performance including how much time (in total and on average) they are on queue vs off queue.
The Agent Status Summary and Agent Status Detail view both provide the option to see the amount of time spent On Queue and Off Queue time with a break down of time spent base on the primary status selected.
The way the data is presented currently sums up all the time spent in On Queue/ Off Queue when selecting a time frame longer than 24 hours.

Example (timeline = previous 3 months):


Is there a way to get the average daily on queue and off queue time similar to average handle time or average ACW time?

Jumping in with a a related topic.
First I must say that getting a strong understanding of presence, status, routing status, and activity indicators,can be challenging!

That said,As I understand it;
On Queue
Not Responding
Interacting
Communicating
Idle
are Routing Status, but I scratch my head that "Off Queue" is part of Routing Status, since it is somewhat stand alone; i.e. an Agent Can be "Off-Queue" & Not Responding, Idle or Communicating.
Then Status,  I explain to non-technical users that these are the statuses that user can select themselves:
Available
Busy
Away
Break
Meal
Meeting
Training
Out of Office

Next,  The the oddballs:
Idle (Away)
System Away
Where do these fit in the scheme of things?

All this is compounded by the following metrics are not available on the Agent Status reports:  Out of Office, Idle (Away), System Away

Now the question, that I really need an answer to:
Of the entites I have mentioned;  which of these sum up to equal "Logged In" time? 
I have summed the following: Not Responding, Interacting, Communicating, Idle, Available, Busy, Away, Break, Meal, Meeting, Training  and for the vast majority of users,  the sum is greater then the "Logged In" time,  and there is no distinguishable pattern that would indicate which metric to remove from the equation.

Conversely the sum of on-Queue & Off-queue tie out exactly to Logged in time.  Sample attached

TYIA

Hello!

One way to get to this would be to pull the report by group, assuming you created a group to more easily get to reports, if not, I would do that, it makes it much easier.   The go to Agent Performance, click on the Status column, go to the plus sign to add more metrics, select On Queue, Off Queue, I would also add On Queue % and Off Queue %.      You can then proceed as you would with any report.   Once you get report, you would have the data.   I believe this is what you are looking for, but if not, let me know.    I am another Genesys user, not a Genesys person.

Hey All!
Our Contact Center Managers want more awareness of agent performance including how much time (in total and on average) they are on queue vs off queue.
The Agent Status Summary and Agent Status Detail view both provide the option to see the amount of time spent On Queue and Off Queue time with a break down of time spent base on the primary status selected.
The way the data is presented currently sums up all the time spent in On Queue/ Off Queue when selecting a time frame longer than 24 hours.

Example (timeline = previous 3 months):


Is there a way to get the average daily on queue and off queue time similar to average handle time or average ACW time?

Jumping in with a a related topic.
First I must say that getting a strong understanding of presence, status, routing status, and activity indicators,can be challenging!

That said,As I understand it;
On Queue
Not Responding
Interacting
Communicating
Idle
are Routing Status, but I scratch my head that "Off Queue" is part of Routing Status, since it is somewhat stand alone; i.e. an Agent Can be "Off-Queue" & Not Responding, Idle or Communicating.
Then Status,  I explain to non-technical users that these are the statuses that user can select themselves:
Available
Busy
Away
Break
Meal
Meeting
Training
Out of Office

Next,  The the oddballs:
Idle (Away)
System Away
Where do these fit in the scheme of things?

All this is compounded by the following metrics are not available on the Agent Status reports:  Out of Office, Idle (Away), System Away

Now the question, that I really need an answer to:
Of the entites I have mentioned;  which of these sum up to equal "Logged In" time? 
I have summed the following: Not Responding, Interacting, Communicating, Idle, Available, Busy, Away, Break, Meal, Meeting, Training  and for the vast majority of users,  the sum is greater then the "Logged In" time,  and there is no distinguishable pattern that would indicate which metric to remove from the equation.

Conversely the sum of on-Queue & Off-queue tie out exactly to Logged in time.  Sample attached

TYIA

Hello!

One way to get to this would be to pull the report by group, assuming you created a group to more easily get to reports, if not, I would do that, it makes it much easier.   The go to Agent Performance, click on the Status column, go to the plus sign to add more metrics, select On Queue, Off Queue, I would also add On Queue % and Off Queue %.      You can then proceed as you would with any report.   Once you get report, you would have the data.   I believe this is what you are looking for, but if not, let me know.    I am another Genesys user, not a Genesys person.

Hey All!
Our Contact Center Managers want more awareness of agent performance including how much time (in total and on average) they are on queue vs off queue.
The Agent Status Summary and Agent Status Detail view both provide the option to see the amount of time spent On Queue and Off Queue time with a break down of time spent base on the primary status selected.
The way the data is presented currently sums up all the time spent in On Queue/ Off Queue when selecting a time frame longer than 24 hours.

Example (timeline = previous 3 months):


Is there a way to get the average daily on queue and off queue time similar to average handle time or average ACW time?

Hey All!
Our Contact Center Managers want more awareness of agent performance including how much time (in total and on average) they are on queue vs off queue.
The Agent Status Summary and Agent Status Detail view both provide the option to see the amount of time spent On Queue and Off Queue time with a break down of time spent base on the primary status selected.
The way the data is presented currently sums up all the time spent in On Queue/ Off Queue when selecting a time frame longer than 24 hours.

Example (timeline = previous 3 months):


Is there a way to get the average daily on queue and off queue time similar to average handle time or average ACW time?

@Melissa Callender I agree with the below response that you may want to add the On Queue % & Off Queue %.

From there, you might consider leveraging the granularity option that is available in the "schedule export" which would allow you to determine your "interval" vs. the full 3-month period you have selected. 
To have granularity as an option, I would recommend filtering to the agents you're interested in. Once you've filtered and see each of the agents you're interested in, next to the last filter option, click "view as group." This may not seem user-friendly in the view format, but when you go to schedule your export (in the top right corner), you'll now have a granularity option to determine your interval and under Advanced Options, you can select "split filters." 

Hey All!
Our Contact Center Managers want more awareness of agent performance including how much time (in total and on average) they are on queue vs off queue.
The Agent Status Summary and Agent Status Detail view both provide the option to see the amount of time spent On Queue and Off Queue time with a break down of time spent base on the primary status selected.
The way the data is presented currently sums up all the time spent in On Queue/ Off Queue when selecting a time frame longer than 24 hours.

Example (timeline = previous 3 months):


Is there a way to get the average daily on queue and off queue time similar to average handle time or average ACW time?