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  • 1.  Merge Queues for statistics

    Posted 06-20-2019 09:45
    No replies, thread closed.
    Hello,

    Would it be possible to merge multiple queues in order to have one global Queue Metrics Report ?

    Number of answered calls, offered ...  in 4 Queues all together and not by single Queue ?

    Best regards,
    #Reporting/Analytics

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    Charaf Eddine Chemlal
    Dimension Data France
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  • 2.  RE: Merge Queues for statistics

    Posted 06-21-2019 05:51
    No replies, thread closed.
    If you go to the Performance > Queues view you can filter on multiple queues.  Next to the selected filters list you can click on view as group.  This will take you to the detail view and show the aggregates for all queues selected.  You can view this by interval, day, week.   The plus button on the far right of the columns lets you select which columns you are interested in and the export button will allow you to export to CSV for further analysis.

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    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
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  • 3.  RE: Merge Queues for statistics

    Posted 06-21-2019 10:00
    No replies, thread closed.
    Darlene described the process perfectly, but here's the official help pages in the Resource Center if you want some more details about viewing aggregate data or the Queues Performance views, including metric column descriptions:
    https://help.mypurecloud.com/articles/view-aggregate-performance-data-for-users-or-queues/
    https://help.mypurecloud.com/articles/queue-performance-detail-view/

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    Jordan Robinson-Rucker
    PureCloud Technical Writer
    Genesys - Employees
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    Original Message


  • 4.  RE: Merge Queues for statistics

    Posted 07-02-2019 15:37
    No replies, thread closed.
    Hi Charaf!

    Your question was discussed on the most recent episode of the PureCloud Community Q&A Show, and @Jordan Robinson-Rucker gives us a walkthrough! Check it out here! ​

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    Cole Callahan
    Genesys - Employees
    Online Community Coordinator
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