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.

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

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.

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

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.

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? 

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

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.

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.

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? 

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

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.

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

------------------------------
Matthew Tipler
------------------------------

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.

------------------------------
Amy Sessions
Division Manager, Utility Customer Service
City of Clearwater

Original Message:
Sent: 03-19-2025 09:58
From: Matthew Tipler
Subject: Agent Status Reporting

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

------------------------------
Matthew Tipler
------------------------------