Workforce Engagement Management

I'm running into a strange data discrepancy while fetching queue-wise data in Genesys Cloud, and I wanted to see if anyone else has faced this recently.

I fetched data for 28 Virtual Queues (VQs). While 27 of them look perfectly fine, one specific VQ is showing incorrect numbers.

As you can see in the screenshot below, the system is reporting 24 emails, but when looking at the actual interaction level, there are only 6 interactions visible.

I am trying to figure out the root cause: Is the summary total wrong, or is the interaction view failing to load/include the rest of the data for this specific VQ?

#GeneralQuestion #Workforcemanagement #ReportingMetrics #QueueReports

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Atul Arya
Workforce Analyst
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Thank you for your response. I completely agree with your understanding of the concept.

I pull data from Genesys every month to publish the Answering % report, and I haven't had any issues so far. I'm using the same filters that I use for the other 28 VQs.

While cross-checking the data, I noticed that the issue seems to be with one specific VQ, which I've highlighted in the attached screenshot. If I remove that VQ, the numbers look correct.

I'm just trying to understand why the raw data is showing incorrect values for this particular VQ.  #Workforcemanagement #QueueReports #AgentInteractions

The issue has been resolved. It was not a Genesys issue,it was a human error on my side.

I'm not sure if you've experienced this as well, but I have multiple workspaces. In some workspaces, the month and year display correctly (for example, June 2026), while in others, the month and year appear mismatched.

Because of this confusion, I accidentally downloaded the 2025 data and saved it with a 2026 file name. As a result, the data was not match. I was comparing it with the actual 2026 data in Genesys, while the CSV file I had was actually from 2025.

Once I identified the mistake, the mismatch was explained, and the issue was resolved

I'm glad you were able to solve it