There is a way to get to this data, however, it can only be done as a scheduled report. You go into Queue Performance, then go into the filters on the right, click on Schedule Export, select your timeframe and Granularity, recurrence etc., then the report will be run for when you set it up. We have multiple queues, and the same representatives handle the same queues, so I need to tweak my query often, and the only way to get to it that I know of is through scheduling, that I wish could be changed, but this did work for me.
I agree with you, this should be a very simple (and common) request, but I did not see the data displayed well for quite some time. Try this, it may work.

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Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance
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Original Message:
Sent: 02-19-2024 09:06
From: Melanie Woodrich
Subject: Recreating Queue Metrics Interval Report in performance workspaces
I was glad to see a reply to this because I'm a newer user and was trying to figure this out as well. I'm disappointed to see that it's not possible within the program anymore, although it used to be. It seems that most of the data views I've wanted so far are possible to replicate in the performance view or the export view, but this is one we need also and couldn't figure out. It's unfortunate that they would decommission reports that give useful data without providing a way to get that data without a lot of extra effort/steps, but I'm hoping it's a feature they're planning to roll out.
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Melanie Woodrich
Service Desk Supervisor
Henry Ford Health
Original Message:
Sent: 02-17-2024 23:46
From: Robert Wakefield-Carl
Subject: Recreating Queue Metrics Interval Report in performance workspaces
Yea, good luck with that. Performance views are not a true BI tool. Better to take that into Excel and do it that way or even better, use the Static Link to bring that view into Power BI and do the analysis there. Maybe Genesys will someday get to allow views like that, but don't hold your breath. To get and easy button for this, you can check out some of the AppFoundry products like this one: Genesys AppFoundry - TTEC Digital Insights (mypurecloud.com)
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 01-16-2024 16:56
From: Tama Berry
Subject: Recreating Queue Metrics Interval Report in performance workspaces
Hi all,
should be a fairly simple question but I haven't had any luck finding an answer yet.
I am wanting to run a report that captures the same data, in the same format that the old Queue Metrics Interval Report used to capture.
I want to select a date range and I want the output to be per 30-minute interval, with each day averaged together. This is required to identify our busiest times of day averaged out over large time periods.
Example of the output I'm looking for.

Any help would be greatly appreciated!
#Reporting/Analytics
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Tama Berry
St Vincent's Health Australia
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