Genesys Cloud - Main

Hello all, 

New user here, perhaps this was covered in earlier discussions. I am looking for guidance on how to create hourly reports on offered and handled calls on a day to day, week to week or some other customizable date/time range for analysis. This would be beneficial for understanding peak call flow, which would aid in optimizing opening hours, maximizing CA shift coverage, and for example scheduling Live Chat shifts, ultimately improving overall efficiency.

Appreciate any help on this topic.

Thank you !

#Metrics

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Anthony Jayakumar
Lead Engineer, Unified Communications, Contact Centers
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Hi Anthony,

In Workspace > Queue Performance you can add the Queues to the filter and click "view as group"

Once you have done this, you can export the combined group at interval level for up to 31 days, although this will be at 30 minute intervals

I hope this helps

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 08-19-2025 12:02
From: Anthony Jayakumar
Subject: Hourly report on offered calls

Hello all, 

New user here, perhaps this was covered in earlier discussions. I am looking for guidance on how to create hourly reports on offered and handled calls on a day to day, week to week or some other customizable date/time range for analysis. This would be beneficial for understanding peak call flow, which would aid in optimizing opening hours, maximizing CA shift coverage, and for example scheduling Live Chat shifts, ultimately improving overall efficiency.

Appreciate any help on this topic.

Thank you !

#Metrics

------------------------------
Anthony Jayakumar
Lead Engineer, Unified Communications, Contact Centers
------------------------------