I think what you are looking for is some sort of reporting around queue activation. We have extensive status and on-queue metrics, but not activation.
Here are some ideas:
https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1101
https://genesyscloud.ideas.aha.io/ideas/INB-I-901
https://genesyscloud.ideas.aha.io/ideas/ANLS-I-452
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 08-10-2023 04:30
From: Laura Gailite-Holmberga
Subject: Agent Queue Detail view
Hi,
Is there any way to see details such as on queue/off queue times in the Agent Queue Detail view or something similar?
The case is that all of our agents are usually on multiple queues at once, but due to business specifics they can be spending more time on a particular queue and less on another. All views that I have been through either sum up the various metrics (AHT, on queue time etc) or we have to go agent-by-agent and queue-by-queue. I guess what I am looking for is more of a log where it would be possible to determine specific times for anything an agent does.
In addition, it would be extremely valuable to understand how many agents we had on a given queue at a certain point during the day (didn't find anything close to this either).
Hoping for some help or recommendations.
Thank You.
#Reporting/Analytics
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Laura Gailite-Holmberga
Avafin
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