Hi Elyse,
I don't think there is an equivalent report within Genesys Cloud.
There are the On-Queue and On-Queue % column - 'The time that an agent spent on queue. For example, in the Interacting, Idle, and Not Responding statuses.' that you could use to calculate in your own report.
If you feel that this metric should be included in GC you could raise an idea on the Genesys Cloud Product Ideas Lab to have it considered for future development.
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 12-03-2024 08:38
From: Elyse Gritsonis
Subject: User Availability Reporting view in Genesys Cloud
In PureConnect, the user was an 'Availability Summary' report showed the average amount of time that a user was logged into the phone system and had themselves available to take queue or direct dial calls per day. Is there a report that shows average amount of time for a day in Genesys Cloud? It seems to be showing an accumulative totals for the month.
I see I can use 'Agent Performance' or 'Agent Detail' but I can't get an average.
#BasicFeatures
#PureConnectCloud
#UserPresence
#Reporting/Analytics
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Elyse Gritsonis
Business Analyst
Johnson Financial Group
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