Hi Caitlyn
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As far as I know, there isn't a native way in Genesys Cloud WFM/Analytics to get an agent's routing status duration broken down by queue and hour in the way you described.
The important distinction is that in Genesys Cloud, statuses such as Idle, Interacting, Off Queue, On Queue, Not Responding, etc. are primarily tracked at the user/routing level, not tied to a specific queue.
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But I could be wrong. Let's see what other people say.
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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM
PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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Original Message:
Sent: 05-22-2026 12:30
From: Caitlyn Petrousek
Subject: Historical Data Download
Hi there,
For workforce management is there anyway we can download historical data? More specifically, I'm looking for ways to find an agents overall queue time by the hour for each day in a month. Is there a way we can add an hour column to the data or the view in Genesys Cloud? Ideally, it would tell us over one month X agent was on Queue for X hours and in Idle for X hours etc.
#WEM-Quality,WFM,Gamification,etc
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Caitlyn Petrousek
Other
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