We are encountering an issue with the "Queue Performance" data export feature in Genesys Cloud. Previously, when exporting data and selecting specific columns, such as 'Abandon %' and 'Answer %', these columns were included in the resulting file. However, as of today, despite being selected, these columns are no longer appearing in the exported files.

Has anyone else experienced this issue? Is this a known problem, and if so, is there a recommended solution or workaround to ensure these columns are included in the export as expected?

We are encountering an issue with the "Queue Performance" data export feature in Genesys Cloud. Previously, when exporting data and selecting specific columns, such as 'Abandon %' and 'Answer %', these columns were included in the resulting file. However, as of today, despite being selected, these columns are no longer appearing in the exported files.

Has anyone else experienced this issue? Is this a known problem, and if so, is there a recommended solution or workaround to ensure these columns are included in the export as expected?

The only word to explain this is frustration. As stated in this thread, if you have any sort of auto export/Excel population this breaks everything. Now are we to wait and see if it changes back? My company's move to Genesys Cloud has been nothing but painful. Many senior leaders question why we ever moved to it.

We are encountering an issue with the "Queue Performance" data export feature in Genesys Cloud. Previously, when exporting data and selecting specific columns, such as 'Abandon %' and 'Answer %', these columns were included in the resulting file. However, as of today, despite being selected, these columns are no longer appearing in the exported files.

Has anyone else experienced this issue? Is this a known problem, and if so, is there a recommended solution or workaround to ensure these columns are included in the export as expected?

Hi Thomas, Paul, and John,

I'm so sorry you're experiencing this issue; we've identified the fix and are working on getting it out as quickly as possible. In the meantime, you can use the "Include all columns" functionality, but I understand that this workaround is cumbersome for any scheduled exports or any auto export/excel jobs.

Thank you for your patience,

The only word to explain this is frustration. As stated in this thread, if you have any sort of auto export/Excel population this breaks everything. Now are we to wait and see if it changes back? My company's move to Genesys Cloud has been nothing but painful. Many senior leaders question why we ever moved to it.

We are encountering an issue with the "Queue Performance" data export feature in Genesys Cloud. Previously, when exporting data and selecting specific columns, such as 'Abandon %' and 'Answer %', these columns were included in the resulting file. However, as of today, despite being selected, these columns are no longer appearing in the exported files.

Has anyone else experienced this issue? Is this a known problem, and if so, is there a recommended solution or workaround to ensure these columns are included in the export as expected?

We are encountering an issue with the "Queue Performance" data export feature in Genesys Cloud. Previously, when exporting data and selecting specific columns, such as 'Abandon %' and 'Answer %', these columns were included in the resulting file. However, as of today, despite being selected, these columns are no longer appearing in the exported files.

Has anyone else experienced this issue? Is this a known problem, and if so, is there a recommended solution or workaround to ensure these columns are included in the export as expected?

#Reporting/Analytics

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Thomas Stutz
Teleperformance Support Services GmbH
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