Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Specific time frame

    Posted 5 days ago

    Hello!

    Thank you for any help in advance! 

    I need to pull a report for calls, for the prior month, for a specific queue, for a specific timeframe i.e. 6 to 7PM. In looking at the filtering in the analytics I am not finding a way to do this.

    Again, appreciate any help!

    Theresa


    #Reporting/Analytics

    ------------------------------
    Theresa Voisine
    VP Network and Systems Administration
    ------------------------------


  • 2.  RE: Specific time frame

    Posted 5 days ago

    Hello Theresa, 

    I believe you can do this by setting your date range to the prior month -> select the desired queue -> export the data day by day (or use the Queues interaction detail view for raw interaction data) -> then in excel filter the data to show only the 6-7 PM intervals. 

    At this point Genesys Cloud doesn't have a time of day filter that would allow you to see specific hours across multiple days in a single report. 

    Hope this helps. 



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

    Original Message


  • 3.  RE: Specific time frame

    Posted 5 days ago

    If you are comfortable with the APIs you can use /api/v2/analytics/conversations/aggregates/query to get this data using the example body below. This should output the number of calls offered for the queue in one hour intervals where a call was offered. I don't think there is a way to only show those intervals via the API but you could then manipulate it with a script to only show one specific interval or give the output to an AI to work out?

    {
  "granularity": "PT1H",
  "interval": "2026-04-01T00:00:00.000Z/2026-05-01T00:00:00.000Z",
  "filter": {
    "predicates": [
      {
        "type": "metric",
        "dimension": "queueId",
        "operator": "matches",
        "value": "YourQueueID"
      }
    ],
    "type": "and"
  },
  "metrics": [
    "nOffered"
  ]
}


    ------------------------------
    Savino Ricci
    Senior Technical Consultant
    ------------------------------

    Original Message


Related Content