Hi Lindsy,
Unfortunately it wont split by queue currently, but there is an idea within the Genesys Cloud Product Ideas Lab: Agent performance per Queues (metrics). I would recommend voting on the idea and adding your use case. I believe it would be possible to get this data split by queue via the API, but I will look into this.
Currently you would need to run a separate export from Agent Performance filtered by each queue and combine it externally.
Also FYI please don't include Personally identifiable information (PII) in posts
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 03-20-2025 16:26
From: Lindsy Frank
Subject: Queue Agent Detail
That does not appear to separate out the queues (see 1st example, all queues are in one row rather than their own row).
2nd attachment is what we're trying to achieve.
(edited to remove pic with PII)
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Lindsy Frank
n/a
Original Message:
Sent: 03-20-2025 06:14
From: Samuel Jillard
Subject: Queue Agent Detail
Hi Lindsy,
Do you mean Agent Performance Data for multiple agents and specific queues?
This can be achieve in Agent Performance Summary and adding the specific queues to the filter as per the image below, it will show all agents, but only the data relevant to the queues added to the filter
I hope this helps, but if I have misunderstood lest me know
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 03-19-2025 12:34
From: Lindsy Frank
Subject: Queue Agent Detail
How do I see Queue Agent Detail data for multiple queues for all agents?
#PerformanceViews
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Lindsy Frank
n/a
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