Hi Ken,
You're not missing anything. Genesys Cloud does not currently provide an out-of-the-box queue metric called Average Number of Agents on Queue in the standard queue performance reports.
The challenge is that Genesys Cloud primarily reports on:
- Queue activity (offered, answered, abandoned, ASA, service level, etc.)
- Agent activity (status, utilization, adherence, routing status, etc.)
but it does not typically calculate and store a historical "average staffed agents assigned/available to a queue over time" metric the same way some legacy WFM and contact center platforms do.
When customers ask for this metric, it's important to clarify whether they mean:
- Average agents configured as members of the queue
- Usually not very useful because membership doesn't indicate staffing.
- Average agents on-queue and available for routing
- This is the metric most contact center managers are looking for.
- Average agents handling interactions for that queue
- Different calculation and can vary significantly.
In Genesys Cloud, obtaining an average staffed-agent metric generally requires combining agent presence/routing status data (or Workforce Management data where applicable) and calculating the average across the reporting interval.
That's why you've found yourself looking at agent status data and doing calculations. Unfortunately, that's the common workaround today.
I'd recommend submitting or checking an existing Product Idea if the requirement is for a true "Average Agents Staffed on Queue" KPI, since it is a metric many contact center platforms expose natively and customers frequently ask for it.
In short:
No, you're probably not missing an out-of-the-box queue metric. The customer is asking for a staffing KPI that typically requires deriving the value from agent status/routing data rather than selecting a built-in queue report column.
Thanks,
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Francis
NA
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