Reporting: Seeing Queue Performance Split by Media Type

Example Ticket: https://dirad.zendesk.com/agent/tickets/48754 

Overview: This article addresses the need for the Queue Performance report to display data for voice calls and callbacks combined, as currently, this functionality is not natively supported within Genesys Cloud. A workaround exists, but a formal feature request has been submitted to Genesys for future implementation.

Background: The Queue Performance report in Genesys Cloud provides analytics for different media types separately. However, NYCHA users require the ability to view call and callback data together to improve efficiency and reporting accuracy. Since this feature is not yet available, users must apply manual formatting options during data exports as a temporary solution.

Issue Summary:

• The Queue Performance report does not combine voice calls and callbacks into a single dataset.

• Users need an aggregated view to analyze performance metrics more effectively.

• Genesys Cloud currently considers this as an enhancement request and is tracking it under the Idea Lab.

• No official timeline has been provided for implementation.

Current Workaround: Users can export data and apply the following formatting options to achieve a combined view:

1. Select 'Split By Media Type'

2. Select 'Include Summary Row'

3. Select 'Exclude Empty Rows'

Selecting these options ensures that only relevant data appears in the export.

Current Actions Taken:

• A feature request has been submitted to Genesys Idea Lab under reference ANLS-I-1270.

• Regular follow-ups are being conducted to track progress.

• A screenshot of the submitted idea was shared internally for reference.

Next Steps:

1. Continue monitoring updates from Genesys regarding the implementation of this feature.

2. If no immediate resolution is available, escalate the request for prioritization.

3. Communicate with stakeholders regarding the workaround and potential interim solutions.

4. Evaluate additional custom reporting options if necessary.

Conclusion: While the ability to view queue performance split by media type is currently unavailable in Genesys Cloud, users can utilize the export formatting workaround to obtain combined data for voice calls and callbacks. Updates on the feature request will be shared as they become available.