Genesys Cloud - Main

Hello,

Has anyone come across a scenario where custom attributes are displayed on the queue activity view under Performance tab. Currently we can only see Skill, Routing and Priority fields for the waiting interactions.

We have a use case  where a custom attribute 'xyz' retrieved from backend system, this should be displayed on the queue activity view along with the skill and priority details either as a separate attribute or along with the existing attributes. This is for both voice and email channels but we are looking specifically to see if there is a way to display this custom field for email interactions waiting in the queue. Supervisors further use this attribute on queue activity view to prioritize the interactions.

#Reporting/Analytics

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Vinaya Mente
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Hello Vinaya,

It isn't possible to configure the Queue Activity Detail view columns for waiting interactions, but there is an idea: Allow configuration of the columns in the Waiting Interactions section of the Queue Activity detail on the Genesys Cloud Product Ideas Lab.

I would recommend voting for the idea and adding your use case to the comments.  I am also going to move this thread to the Reporting and Analytics Community

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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