Genesys Cloud - Main

Hi All,

I am looking for a way to determine the statuses of all agents assigned to a specific queue at a particular time interval(example: July 5th 6pm - 6:30pm). We have over 500 agents in our contact center, but this specific queue has 100 agents.

The reason for this request is that, although our usual average wait time in the queue is less than 2 minutes, we noticed that on a certain day at a certain time, the wait time exceeded 20 minutes. We would like to investigate the cause of this anomaly

appreciate the inputs! 

#Routing(ACD/IVR)

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Hi Pranav,

You can get this information from Agent Statuses, although you would have to do some manual manipulation to find the agents specific to the queue, as the view isn't currently sortable by queue.

There is an idea on the Product Ideas Lab of which the use case seems similar to what you require, so I would recommend voting on the idea and add your use case.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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