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  • 1.  Agent Status Reporting

    Posted 03-19-2025 09:58
    No replies, thread closed.

    Hey guys,

    Had a request from our Call Centre management team to create separate agent logins for different queues. Obviously, I've pushed back against this.

    The problem is that without any manual manipulation of data at all, they want to be able to produce agent idle time (amongst other stats) per queue (not wholistically). We have agents that have a shift wherein daily they might spend 4 hours on Queue A and then 4 hours on Queue B - they want agent status stats by queue. I explained that to split the agent status reporting statistics between Queue A and Queue B, they could filter Agent Status reporting by time within the day - this is unacceptable. There must be absolutely no manual intervention to accomplish this (I'm told).

    Is there any way that I can get agent status statistics per queue, rather than wholistically without going down the complete and utter madness route of creating multiple logins for agents?

    Any pointers appreciated.

    Thanks.


    #Reporting/Analytics

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    Matthew Tipler
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  • 2.  RE: Agent Status Reporting

    Posted 03-19-2025 11:00
    No replies, thread closed.

    Hi Matthew,

    I don't think its currently possible, as the agent statuses aren't tied to the queue.  I did find an idea on the Genesys Cloud Product Ideas Lab: Agent status per queue, I would recommend voting on the idea and adding your use case so that it can be taken into account for future consideration.  

    I am also going to move this thread to the Reporting & Analytics Community



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Agent Status Reporting

    Posted 03-19-2025 11:09
    No replies, thread closed.

    Thank you, Sam. I appreciate the response. 



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    Matthew Tipler
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    Original Message


  • 4.  RE: Agent Status Reporting

    Posted 03-19-2025 16:08
    No replies, thread closed.

    And just for the benefit of some of my colleagues (if it's required) - creating multiple accounts for agents to be utilised with specific queues is best practice / recommended / how the platform should be used or it is not? 



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    Matthew Tipler
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    Original Message


  • 5.  RE: Agent Status Reporting
    Best Answer

    Posted 03-20-2025 05:02
    No replies, thread closed.

    Hi Matthew,

    Some considerations with multiple logins below:

    • GDPR Management as now the user has multiple data points
    • Increased administration for multiple users
    • Would not be possible to use WFM however look for Block Scheduling in Ideas where a user can be booked to certain queues at certain times of the day
    • Reduced security as that means multiple accounts and passwords and more chance for leakage plus additional cost for accounts if using SSO
    • Agents have to recall which login to use for the queue
    • Defeats the ability to multi-skill or manage if agents are manually making changes
    • An overall view of an agent would not be possible without extracting data
    • Features such as Gamification or Quality would not be able to show an overall view or trend.
    • If you are on Named licensing this would be an additional cost.


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    Richard Chandler
    Connect
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    Original Message


  • 6.  RE: Agent Status Reporting

    Posted 03-20-2025 05:11
    No replies, thread closed.

    Cheers, Richard. Appreciate the response. It's an appalling idea / request. 



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    Matthew Tipler
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    Original Message


  • 7.  RE: Agent Status Reporting

    Posted 03-21-2025 09:51
    Edited by System 10-28-2025 09:51
    No replies, thread closed.

    It will take a little leg work - nothing major - to pull that information by agent, by queue. They just need to go to Interactions, hit the filter, scroll down to the Queue to input what queue they want and then directly underneath is User so they can put in the name. Just input the numbers on a spreadsheet for now. They can look at productive time and calculate their idle time. It's an option until the roadmap gets completed.



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    Amy Sessions
    Division Manager, Utility Customer Service
    City of Clearwater
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  • 8.  RE: Agent Status Reporting

    Posted 03-24-2025 05:58
    No replies, thread closed.

    Hey Amy,

    Thank you, I appreciate the response. 

    I have explained to our CS team that filtering is the appropriate solution, rather than multiple agent accounts. Hopefully sanity will prevail. 

    Many thanks, guys. I appreciate your input. 

    Matt 



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    Matthew Tipler
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    Original Message


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