Genesys Cloud - Main

We are encountering an issue with the "Queue Performance" data export feature in Genesys Cloud. Previously, when exporting data and selecting specific columns, such as 'Abandon %' and 'Answer %', these columns were included in the resulting file. However, as of today, despite being selected, these columns are no longer appearing in the exported files.

Has anyone else experienced this issue? Is this a known problem, and if so, is there a recommended solution or workaround to ensure these columns are included in the export as expected?

We are encountering an issue with the "Queue Performance" data export feature in Genesys Cloud. Previously, when exporting data and selecting specific columns, such as 'Abandon %' and 'Answer %', these columns were included in the resulting file. However, as of today, despite being selected, these columns are no longer appearing in the exported files.

Has anyone else experienced this issue? Is this a known problem, and if so, is there a recommended solution or workaround to ensure these columns are included in the export as expected?

The only word to explain this is frustration. As stated in this thread, if you have any sort of auto export/Excel population this breaks everything. Now are we to wait and see if it changes back? My company's move to Genesys Cloud has been nothing but painful. Many senior leaders question why we ever moved to it.

We are encountering an issue with the "Queue Performance" data export feature in Genesys Cloud. Previously, when exporting data and selecting specific columns, such as 'Abandon %' and 'Answer %', these columns were included in the resulting file. However, as of today, despite being selected, these columns are no longer appearing in the exported files.

Has anyone else experienced this issue? Is this a known problem, and if so, is there a recommended solution or workaround to ensure these columns are included in the export as expected?

Hi Thomas, Paul, and John,

I'm so sorry you're experiencing this issue; we've identified the fix and are working on getting it out as quickly as possible. In the meantime, you can use the "Include all columns" functionality, but I understand that this workaround is cumbersome for any scheduled exports or any auto export/excel jobs.

Thank you for your patience,

The only word to explain this is frustration. As stated in this thread, if you have any sort of auto export/Excel population this breaks everything. Now are we to wait and see if it changes back? My company's move to Genesys Cloud has been nothing but painful. Many senior leaders question why we ever moved to it.

We are encountering an issue with the "Queue Performance" data export feature in Genesys Cloud. Previously, when exporting data and selecting specific columns, such as 'Abandon %' and 'Answer %', these columns were included in the resulting file. However, as of today, despite being selected, these columns are no longer appearing in the exported files.

Has anyone else experienced this issue? Is this a known problem, and if so, is there a recommended solution or workaround to ensure these columns are included in the export as expected?

We are encountering an issue with the "Queue Performance" data export feature in Genesys Cloud. Previously, when exporting data and selecting specific columns, such as 'Abandon %' and 'Answer %', these columns were included in the resulting file. However, as of today, despite being selected, these columns are no longer appearing in the exported files.

Has anyone else experienced this issue? Is this a known problem, and if so, is there a recommended solution or workaround to ensure these columns are included in the export as expected?

#Reporting/Analytics

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Thomas Stutz
Teleperformance Support Services GmbH
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Hi  

We are experiencing the same issue.  I opened a support case today  

Hopefully they can resolve quickly as this will certainly break monthly reporting based on .csv exports as today is the 1st ! 

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Christine Serapiglia

Original Message:
Sent: 06-28-2024 03:42
From: Thomas Stutz
Subject: Missing Columns in Exported "Queue Performance" File

We are encountering an issue with the "Queue Performance" data export feature in Genesys Cloud. Previously, when exporting data and selecting specific columns, such as 'Abandon %' and 'Answer %', these columns were included in the resulting file. However, as of today, despite being selected, these columns are no longer appearing in the exported files.

Has anyone else experienced this issue? Is this a known problem, and if so, is there a recommended solution or workaround to ensure these columns are included in the export as expected?

#Reporting/Analytics

------------------------------
Thomas Stutz
Teleperformance Support Services GmbH
------------------------------

We are encountering an issue with the "Queue Performance" data export feature in Genesys Cloud. Previously, when exporting data and selecting specific columns, such as 'Abandon %' and 'Answer %', these columns were included in the resulting file. However, as of today, despite being selected, these columns are no longer appearing in the exported files.

Has anyone else experienced this issue? Is this a known problem, and if so, is there a recommended solution or workaround to ensure these columns are included in the export as expected?

Is there an estimate for its resolution?

We are encountering an issue with the "Queue Performance" data export feature in Genesys Cloud. Previously, when exporting data and selecting specific columns, such as 'Abandon %' and 'Answer %', these columns were included in the resulting file. However, as of today, despite being selected, these columns are no longer appearing in the exported files.

Has anyone else experienced this issue? Is this a known problem, and if so, is there a recommended solution or workaround to ensure these columns are included in the export as expected?

Is there an estimate for its resolution?

We are encountering an issue with the "Queue Performance" data export feature in Genesys Cloud. Previously, when exporting data and selecting specific columns, such as 'Abandon %' and 'Answer %', these columns were included in the resulting file. However, as of today, despite being selected, these columns are no longer appearing in the exported files.

Has anyone else experienced this issue? Is this a known problem, and if so, is there a recommended solution or workaround to ensure these columns are included in the export as expected?

Hi everyone, the fix is in the process of deploying globally. Remaining regions will have it overnight, into tomorrow morning.

Thanks again for your patience,

Is there an estimate for its resolution?

We are encountering an issue with the "Queue Performance" data export feature in Genesys Cloud. Previously, when exporting data and selecting specific columns, such as 'Abandon %' and 'Answer %', these columns were included in the resulting file. However, as of today, despite being selected, these columns are no longer appearing in the exported files.

Has anyone else experienced this issue? Is this a known problem, and if so, is there a recommended solution or workaround to ensure these columns are included in the export as expected?

Hi Maisey,

My client still does not have the columns, whether he is in Dublin. Has it been deployed in all regions?

Regards

Hi everyone, the fix is in the process of deploying globally. Remaining regions will have it overnight, into tomorrow morning.

Thanks again for your patience,

Is there an estimate for its resolution?

We are encountering an issue with the "Queue Performance" data export feature in Genesys Cloud. Previously, when exporting data and selecting specific columns, such as 'Abandon %' and 'Answer %', these columns were included in the resulting file. However, as of today, despite being selected, these columns are no longer appearing in the exported files.

Has anyone else experienced this issue? Is this a known problem, and if so, is there a recommended solution or workaround to ensure these columns are included in the export as expected?