Genesys Cloud - Main

Hello,

We are having an issue tracking agent time in various queues for internal reporting purposes. Without getting too detailed, we have an internal project where we have agents set to a new queue (let's call it "Project-Queue" here). For now, we have to manually track times per agents when they are moved into this queue, which may be temporary or for their full shift depending on call volumes, etc. in other parts of the center. We need to include Idle time as well, so just their Handle time in this queue is not enough. We also need to track time spent in our custom "Wrap" time, which we use to extend ACW outside of a 5-second system-based ACW.

Can anyone provide ideas on how this can be achieved using current tools, or a more robust workaround if it has to be manual?

#Calculations
#Metrics
#PerformanceExports
#PerformanceViews

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Gene Gutierrez | Workforce Analyst
Presbyterian Workforce Management
Albuquerque, NM
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Hi Gene,

I found a post on the old Genesys Cloud Developer Forum: Can I get the time an agent spent in queue through any API that explains the specific queue isn't tracked and is just another variable for where they can receive interactions from.

I'm not sure if anyone else in the community has found a workaround to capture this information

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 05-12-2025 15:50
From: Gene Gutierrez
Subject: Agent time per queue

Hello,

We are having an issue tracking agent time in various queues for internal reporting purposes. Without getting too detailed, we have an internal project where we have agents set to a new queue (let's call it "Project-Queue" here). For now, we have to manually track times per agents when they are moved into this queue, which may be temporary or for their full shift depending on call volumes, etc. in other parts of the center. We need to include Idle time as well, so just their Handle time in this queue is not enough. We also need to track time spent in our custom "Wrap" time, which we use to extend ACW outside of a 5-second system-based ACW.

Can anyone provide ideas on how this can be achieved using current tools, or a more robust workaround if it has to be manual?

#Calculations
#Metrics
#PerformanceExports
#PerformanceViews

------------------------------
Gene Gutierrez | Workforce Analyst
Presbyterian Workforce Management
Albuquerque, NM
------------------------------

Bad news is the user aggregate query API doesn't have a queue dimension.

[POST /api/v2/analytics/users/aggregates/query](https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-analytics-users-aggregates-query)

I checked A3S schema and it doesn't seem to track it either. That leaves 2 options. 

1. Build it! The power of Genesys is in the palm of  your hand. Websocket notification subscribed to v2.routingStatus.users.{userId} and v2.users.{userId}.queues writing to a DynamoDB (or similar). Prototyping would be straight forward, productionizing you'd want to make sure to optimize.
2. WEM should be able to do this via Export but I'm not super great on the WEM side, perhaps one someone from that side of the house can provide more detail. 
3. Option 3...I know I said 2 and I could easily change that 2 to a 3 but I like typing...apparently. Well option 3 is AppFoundry may have an option available. Or if you currently have A3S that team might have some options available. 

Moral of the story is the data exists, it's just a matter of logging it.

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Allen Coley
Senior Principal PS Consultant
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Original Message:
Sent: 05-12-2025 15:50
From: Gene Gutierrez
Subject: Agent time per queue

Hello,

We are having an issue tracking agent time in various queues for internal reporting purposes. Without getting too detailed, we have an internal project where we have agents set to a new queue (let's call it "Project-Queue" here). For now, we have to manually track times per agents when they are moved into this queue, which may be temporary or for their full shift depending on call volumes, etc. in other parts of the center. We need to include Idle time as well, so just their Handle time in this queue is not enough. We also need to track time spent in our custom "Wrap" time, which we use to extend ACW outside of a 5-second system-based ACW.

Can anyone provide ideas on how this can be achieved using current tools, or a more robust workaround if it has to be manual?

#Calculations
#Metrics
#PerformanceExports
#PerformanceViews

------------------------------
Gene Gutierrez | Workforce Analyst
Presbyterian Workforce Management
Albuquerque, NM
------------------------------