Genesys Cloud - Main

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

------------------------------
Caitlyn Petrousek
Other
------------------------------

Hi Caitlyn

-

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.

-

But I could be wrong. Let's see what other people say.

------------------------------
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.
------------------------------

I would like to add to what Kaio said above: I don't believe that there is a way to view this info by adding columns to the reports in Genesys Cloud. You may be able to get this info via API and assemble it into a report with however you would like the data to be broken down.

If you would like to see something like this inside Genesys Cloud, I would highly recommend creating an idea in the Product Ideas Lab, or voting on some of the ideas that are similar.

------------------------------
Jason Kleitz
Online Community Manager/Moderator
------------------------------

Original Message:
Sent: 05-22-2026 14:20
From: Kaio Oliveira
Subject: Historical Data Download

Hi Caitlyn

-

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.

-

But I could be wrong. Let's see what other people say.

------------------------------
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.
------------------------------