Hello Boris,
If you are using groups then the calls are classed as non-ACD calls and as such wouldn't have the queue related metrics like answer, abandoned etc.
If your customer needs that data, they would be better to create a queue and assign the users to it as agents.
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 03-26-2026 11:10
From: Boris Kotlarsky
Subject: Reporting for Communicate Users
Hi,
Our customer request to have branches with communicate users defined in Answer groups. Customers are calling to Group did number.
Group is defined as rotary or brodcust for 2-4 Communicate users that will work with SIP phones.
What reports both real time and Historical are available for Communicate users or Groups?
I can see Communicate users in Agent Performance, but many important parameters are missing: Answer, abandoned and others.
Is it any idea how can we get required reporting data?
#Reporting/Analytics
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Boris Kotlarsky
Technical Manager
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