That's correct. looks like they previously had access to Queue Activity, but after the change in permissions due to new UI, they lost access which has been resolved now.
Thank you so much for your help.
Original Message:
Sent: 10-02-2025 17:15
From: Brian Jones
Subject: unable to see My queue activity view details
Unless I'm misunderstanding, the My Queues Activity view does not let you drill down into the queues to see further [real-time/historical] details. The view that does allow users to do that is found under the following path:
Old UI: Performance > Workspace > Queue Activity
New UI: Menu > Analytics > Analytics Workspace > Queue Activity
There the queue names on the left are clickable so you can get further [real-time/historical] details. That view does require a few more permissions than the My Queues Activity view though.
That said, as you know there are other My Performance views that provide additional details about the logged in user's performance.
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Brian T. Jones | Ascension | Senior Specialist - Technology
Original Message:
Sent: 10-02-2025 17:05
From: Maryam Gholipour
Subject: unable to see My queue activity view details
Hi Brian,
Thanks for your reply. They are using the classic UI. However, I noticed another client who uses the new UI have this problem too.
They cannot drill / expand the details like before in the My Queues Activity.
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Maryam Gholipour
CGI Canada
Original Message:
Sent: 10-02-2025 16:41
From: Brian Jones
Subject: unable to see My queue activity view details
Greetings Maryam - Do you have screenshots/examples of their current interface? Are they now using the new UI?
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Brian T. Jones | Ascension | Senior Specialist - Technology
Original Message:
Sent: 10-02-2025 15:59
From: Maryam Gholipour
Subject: unable to see My queue activity view details
Hi,
We've been informed by our client that agents are no longer able to see the detail of their queue in My Queue activity.
they have all the required permissions:
- Analytics > Conversation Aggregate > View
- Analytics > Queue Observation > View
- Routing > Queue > View
- UI > Agent Queue Activity > View
is there any problem with this view on Genesys?
#PerformanceViews
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Maryam Gholipour
CGI Canada
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