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  • 1.  Customizing Queue Activity Reports to Count the Call at the end of the call

    Posted 04-30-2025 00:56
    No replies, thread closed.

    Hi,

    I would like to customize the queue activity report so that the call would be counted when the call has ended and not when it has originated.

    In other words, if the call comes in at 15:13 and ends at 15:48, and I run the report at the end of the day it currently shows as 1 in 15:00-15:30 reporting period and I would like to see this one in 15:30-16:00 period.  Is there a simple way to do it?


    #Reporting/Analytics

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    Living on the beach and loving it!
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  • 2.  RE: Customizing Queue Activity Reports to Count the Call at the end of the call
    Best Answer

    Posted 04-30-2025 09:50
    No replies, thread closed.

    Hi Victor,

    The Queue Performance views cant be configured to report on interaction end times.  This might be a good use case to add to the Idea Build your own custom reports so it can be considered for future development.

    I am also going to move this the the Reporting & Analytics Community so that others can weigh in with their thoughts on this.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Customizing Queue Activity Reports to Count the Call at the end of the call

    Posted 05-12-2025 23:35
    No replies, thread closed.

    Sam,

    yes, sadly this is true. So, how would we go about doing this other than through API? I feel like perhaps some sort of filter? 



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    Original Message


  • 4.  RE: Customizing Queue Activity Reports to Count the Call at the end of the call

    Posted 05-13-2025 05:00
    No replies, thread closed.

    The new Custom Calculations coming soon should enable you to create a calculation by adding Handle + Abandon + Flow-Out as these are the ends of the conversation at least from the point of a queue. I would point out that when agents transfer between themselves and not via the queue the Handle will increase but Offer will not.

    The intention of the timing is to count the event when it occurs so Handle counts when that activity is complete. As Offer does not have a time associated it counts as the interaction enters queue.



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    Richard Chandler
    Connect
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    Original Message


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