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  • 1.  On Queue time by the queue report

    Posted 06-11-2024 21:00
    No replies, thread closed.

    Is there a way to see how much time an agent spends on queue by the queue they are activated in?

    I have agents that spend time in multiple queues in which they may be able to activate and deactivate themselves. I want to see how much time they spend activated and on queue by the different queues they can activate themselves in. Is this possible?


    #Reporting/Analytics

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    Cody Herr
    CAPITAL Services
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  • 2.  RE: On Queue time by the queue report
    Best Answer

    Posted 06-11-2024 23:45
    No replies, thread closed.

    The existing Agent Status Detail View shows the time spent in the Status per selected interval. This View doesn't have any filters to support this. 

    There is an idea you may find helpful: 

    https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1930



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    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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