Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Queue Activity Contacts Waiting

    Posted 02-04-2026 08:48

    Hi All

    I'm sure this would have been raised before, but I can't find anything recent.

    For a variety of reasons we have a significant number of queues spread across our contact centre any of which might receive contacts at any time (obviously)
    The Queue Activity views only allow ordering of data based on the Queue name rather than Waiting - which is what we're used to from other systems.  

    Does anyone have any bright ideas, or knows of a roadmap item which would allow ordering of the Queue Activity view by the Waiting column?

    Thanks


    #Reporting/Analytics

    ------------------------------
    Richard Billett
    ------------------------------


  • 2.  RE: Queue Activity Contacts Waiting
    Best Answer

    Posted 02-04-2026 09:21

    Hello Richard, 

    This is currently a limitation. But there is an idea for a feature request https://genesyscloud.ideas.aha.io/ideas/DARAR-I-2530 that is currently awaiting community feedback. I have voted for it and highly recommend that you do as well. 

    As a potential workaround using performance dashboards. You can do this by creating a custom dashboard using the performance dashboard feature. This can include specific widgets 

    • Number of calls waiting in queue
      - Longest waiting interaction
      - Service level
      - Average Speed of Answer (ASA)
      - Agent status

    These dashboards update in real time and can be shared with other teams. 

    Sorry about the limitation, but lets get some traction on the idea. In the mean time hope the work around helps. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Queue Activity Contacts Waiting

    Posted 02-04-2026 09:54

    Thanks for the quick reply Cameron. Idea duly voted on!



    ------------------------------
    Richard Billett
    Contact Centre Solution Implementation Consultant
    ------------------------------

    Original Message


Related Content