Genesys Cloud - Main

Hi John,

You can export the Agent Status for multiple users split by user:

1. To generate a report for multiple users, search for and select each user in the summary view list, and click View as Group.
2. Open the Export panel.
3. To create a report for multiple users, select Split filters under Formatting. The report shows data for each user. 

Apologies, but I don't understand step 1.  I am looking at this -- https://help.mypurecloud.com/articles/work-with-list-view/ and I don't see a side bar with a list view option anywhere in my interface.  Searching on List View (and View List) in the interface help box brings up nothing.  I'm set up as an admin but perhaps there's a different permissions level that I need.  Can't find options in the interface to get me there.

When I select more than one user in the summary view list (my interpretation -- the first version of the report that comes up when I select Agent Performance) I don't see a View as Group option anywhere on the screen.  I don't see it for queue performance either, and https://help.mypurecloud.com/articles/queue-performance-detail-view/ indicates it should be there.

For the moment I can use Yesterday and Today to get the job done, and patch if the system is down for more than a day.  But I'd just like to be able to pull each agent's performance stats, daily totals for each agent, for the last 7 days.  Report can't seem to have both By Agent and By Day on the same page.

Hi John,

You can export the Agent Status for multiple users split by user:

1. To generate a report for multiple users, search for and select each user in the summary view list, and click View as Group.
2. Open the Export panel.
3. To create a report for multiple users, select Split filters under Formatting. The report shows data for each user. 

Hi John,

You can export the Agent Status for multiple users split by user:

1. To generate a report for multiple users, search for and select each user in the summary view list, and click View as Group.
2. Open the Export panel.
3. To create a report for multiple users, select Split filters under Formatting. The report shows data for each user. 

I haven't described the problem clearly enough.  I understand what you've sent, but it doesn't produce what I want.  Let me take another swing at describing my need.

My data need is this -- for each day, I need an Agent Status Report, for each agent.  I would like to pull this data for the last 7 days in a single report.

If I set up an Agent Status Report and select only a single day for its time period, I get what I want, for that single day.  This is what I want information-wise, but only for one day.  

I can set up that report to run for today.  So I can get the information I need for each agent, for each day, one day at a time, if I run this everyday.

I can set up that report to run for yesterday, so I have a single day of backup if I run for yesterday on every single day as well.

But I'd like to get it for a 7 day timespan each day in case we have an outage in the system receiving the data or the system sending it, in accordance with our disaster recovery policy.

I don't see a way to ask the system for a report that shows an agent status summary, of all agents in the system, for each of the last seven days, broken out by day.  That is, if I have 8 agents on each of the most recent 7 days I would get a report with 56 lines of information in it, 7 rows for each of the 8 agents.

Hi John,

You can export the Agent Status for multiple users split by user:

1. To generate a report for multiple users, search for and select each user in the summary view list, and click View as Group.
2. Open the Export panel.
3. To create a report for multiple users, select Split filters under Formatting. The report shows data for each user. 

Hi John,

I do understand what you are asking for, it just seems to be hard to explain it :D

I have recorded a quick gif to show you how to get what you want.

I haven't described the problem clearly enough.  I understand what you've sent, but it doesn't produce what I want.  Let me take another swing at describing my need.

My data need is this -- for each day, I need an Agent Status Report, for each agent.  I would like to pull this data for the last 7 days in a single report.

If I set up an Agent Status Report and select only a single day for its time period, I get what I want, for that single day.  This is what I want information-wise, but only for one day.  

I can set up that report to run for today.  So I can get the information I need for each agent, for each day, one day at a time, if I run this everyday.

I can set up that report to run for yesterday, so I have a single day of backup if I run for yesterday on every single day as well.

But I'd like to get it for a 7 day timespan each day in case we have an outage in the system receiving the data or the system sending it, in accordance with our disaster recovery policy.

I don't see a way to ask the system for a report that shows an agent status summary, of all agents in the system, for each of the last seven days, broken out by day.  That is, if I have 8 agents on each of the most recent 7 days I would get a report with 56 lines of information in it, 7 rows for each of the 8 agents.

Hi John,

You can export the Agent Status for multiple users split by user:

1. To generate a report for multiple users, search for and select each user in the summary view list, and click View as Group.
2. Open the Export panel.
3. To create a report for multiple users, select Split filters under Formatting. The report shows data for each user. 

Hi John,

I do understand what you are asking for, it just seems to be hard to explain it :D

I have recorded a quick gif to show you how to get what you want.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------


Original Message:
Sent: 07-22-2025 14:44
From: John Edwards
Subject: Average Agents working a Queue in the Queue Performance Report

I haven't described the problem clearly enough.  I understand what you've sent, but it doesn't produce what I want.  Let me take another swing at describing my need.

My data need is this -- for each day, I need an Agent Status Report, for each agent.  I would like to pull this data for the last 7 days in a single report.

If I set up an Agent Status Report and select only a single day for its time period, I get what I want, for that single day.  This is what I want information-wise, but only for one day.  

I can set up that report to run for today.  So I can get the information I need for each agent, for each day, one day at a time, if I run this everyday.

I can set up that report to run for yesterday, so I have a single day of backup if I run for yesterday on every single day as well.

But I'd like to get it for a 7 day timespan each day in case we have an outage in the system receiving the data or the system sending it, in accordance with our disaster recovery policy.

I don't see a way to ask the system for a report that shows an agent status summary, of all agents in the system, for each of the last seven days, broken out by day.  That is, if I have 8 agents on each of the most recent 7 days I would get a report with 56 lines of information in it, 7 rows for each of the 8 agents.

------------------------------
John Edwards


Original Message:
Sent: 07-21-2025 04:57
From: Samuel Jillard
Subject: Average Agents working a Queue in the Queue Performance Report

Hi John,

You can export the Agent Status for multiple users split by user:

1. To generate a report for multiple users, search for and select each user in the summary view list, and click View as Group.
2. Open the Export panel.
3. To create a report for multiple users, select Split filters under Formatting. The report shows data for each user. 

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees