Genesys Cloud - Main

Customer wants a Queue report that has a column for Average Number of Agents on Queue. This is a common report/metric available in most Contact Center reporting. However, I do not see it in any of the Genesys Cloud reports. I understand I can pull agent status and do some calculations but this should be an out of the box metric. Am I missing something? Any info would be greatly appreciated!

Hi, @Ken Pittman.

Unfortunately, this is not possible at the moment.

There is an idea around this topic currently under consideration, but with no estimated timeline:

https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1831

Hi Ken, 

A direct "Average Number of Agents on Queue" metric is not available as a column in standard Genesys Cloud queue performance reports.

From what I understand about the platform, the reason is that agent presence and routing status are not tied to a single queue. An agent can be a member of multiple queues and is considered "On Queue" for all of them simultaneously.

An agent's status can change dynamically, and they can be active in many queues at once, that's why I believe that calculating a historical average per queue would be a complex modeling challenge.