Genesys Casual

Hi everyone,
I'm currently working with real-time monitoring dashboards in Genesys Cloud and facing a limitation that I'd like to validate with the community.
Is there any native way (or workaround) to filter or automatically prioritize agents based on their online status within queue-related views or real-time dashboards?
More specifically, I'm trying to achieve one of the following:

Display only agents who are currently online/available in queues
Or keep online agents automatically sorted at the top of the list
Ideally, have this behavior dynamically updated without manual interaction

I've explored standard views and filtering options, but it seems that agent status visibility doesn't fully support this kind of prioritization out of the box.
Has anyone implemented something similar?

Any insights, best practices, or confirmation that this is (or isn't) possible would be greatly appreciated.
Thanks in advance!

Great question, Victor.

This is an interesting use case, especially for real-time operations where supervisors need to quickly focus on agents who are actually online or available.

I'm also curious to hear how the community is handling this today, whether through native views, custom dashboards, API-based monitoring, or any operational workaround.

From a CX operations perspective, having online/available agents automatically prioritized in queue-related views would definitely make real-time monitoring more practical.

Hi! I've faced a similar limitation in Genesys Cloud. From what I've seen, the native views don't fully support automatically filtering or prioritizing agents by online status in real time.

A possible workaround would be using the Genesys Cloud API to build a custom dashboard, where agent presence and queue information can be combined and sorted dynamically.

I'd also be interested to know if anyone has found a native solution for this.

Hi,

From what I understand, this is partially possible depending on the view you are using.

In the Queues Activity Detail view, you can filter the agent list by user presence/status, such as Available, Busy, Away, etc. That filter should update in real time as agents move in and out of the selected status.

However, there are some limitations. It does not seem to provide a fully flexible "always keep online agents at the top" behavior across all queue-related views or dashboards. Also, presence status and routing status filters have some restrictions, so it may not cover every use case if you need to combine queue state, presence, and custom sorting.

For a more advanced workaround, I would look at the newer Agent Activity / Agent Monitoring capabilities or the API approach, where you can build a custom dashboard and control the filtering/sorting logic yourself.

So, in short: native filtering is available in some views, but dynamic prioritization/sorting exactly as described does not appear to be fully supported out of the box.

A custom dashboard using the Genesys Cloud API sounds like the most flexible approach, especially if the goal is to combine presence, queue membership, and availability in a dynamic view.

It would be great to see this type of prioritization available natively in the future.

I'm facing the exact same limitation. I've looked through the available real-time dashboards and queue views, but I haven't found a native way to automatically display only online agents or keep them dynamically sorted at the top based on their status.

I'd also be very interested to know if anyone has found a workaround or a custom solution for this. It would be a really valuable enhancement for real-time monitoring.

Looking forward to hearing the community's experiences. Thanks for bringing this up!

BR,

Mariana Cortez Sottilo