Genesys Cloud - Main

Hi Team,
I have 5 queues, I noticed there is discrepancy on the total number of offered calls on Intraday Monitoring and Queue Performance report for any day i picked.
for me the queue performance report is more accurate

Any idea why?

Thank you 
Mahmoud 

Hello Mahmoud, 

The difference you are seeing is because of the two reports are used for different things. 

The Queue performance report uses the nOffered metric which counts every time a conversation is offered to a queue, including redirect and transfers. This means that if a conversation is redirected from one queue to another, it gets counted multiple times across different queues. 

The Intraday Monitoring report tracks unique conversation offered to the queue. It only counts interactions coming directly from ACD routing and does not include transfers or redirects in the same way. This prevents double counting of the same conversation. This report is designed primarily for workforce management forecasting purposes, where you will want to understand unique conversation volumes without double counting across queues. 

Hope this helps. 

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Cameron
Online Community Manager/Moderator
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Original Message:
Sent: 03-06-2026 13:14
From: Mahmoud Alshobaki
Subject: Intraday Monitoring No.of Offered Calls Discrepancy

Hi Team,
I have 5 queues, I noticed there is discrepancy on the total number of offered calls on Intraday Monitoring and Queue Performance report for any day i picked.
for me the queue performance report is more accurate

Any idea why?

Thank you 
Mahmoud 

#ArchitectandDesign
#Implementation
#Telephony
#WEM-Quality,WFM,Gamification,etc
#Other

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Mahmoud Alshobaki
Senior Consultant
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