Genesys Cloud - Main

I have a report on how many calls came into a specific queue (Manager Queue) or a time frame.  However, it does not tell me how many times a specific agent called that queue.  I can pull an Interaction report by queue and run through Excel and see who started the call, and run a pivot table to get this number, but it does not guarantee the person who was the 1st agent was the person who called that queue, due to it lists all agents on that interaction.    

Is there a report that says "Rob call the Manager Queue16 time, Ken called the MGR Queue 12 times, etc.?

#Reporting/Analytics

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Rob Luckett
Workforce Analyst Manager Member Service Center
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Hi Rob

This might not be exactly what you require but perhaps you can use the Queue performance workspace and then select the agents tab.

Add the Dialing column which will show the number of call attempts to that queue for the specific agent/agents

Regards

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Stephan Taljaard
EMBEDIT s.r.o
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Original Message:
Sent: 02-27-2026 08:12
From: Rob Luckett
Subject: Calling Queues

I have a report on how many calls came into a specific queue (Manager Queue) or a time frame.  However, it does not tell me how many times a specific agent called that queue.  I can pull an Interaction report by queue and run through Excel and see who started the call, and run a pivot table to get this number, but it does not guarantee the person who was the 1st agent was the person who called that queue, due to it lists all agents on that interaction.    

Is there a report that says "Rob call the Manager Queue16 time, Ken called the MGR Queue 12 times, etc.?

#Reporting/Analytics

------------------------------
Rob Luckett
Workforce Analyst Manager Member Service Center
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