CCA talk time for calls answered on a queue

Genesys Cloud Routing
1

I have to report total talk time for calls answered on each queue. How can it be done?

2

As you may hav noticed, Genesys reports talk time as an attribute of an agent or agent group. To report talk time for a specific queue you will need to setup a report layout on object type “Agent Group”, and then filter for the proper queue. The filter would be simalar to this : ThisQueue = “7113”. You should create an agent group that contains all agents in your center to pull the report off of.

3

JohnR,

I did as you suggested but it seems that it works fine only for ACD Queues. For virtual queues only 30% calls are taken into account. I do not know why.

4

filter on attached data, that is attached in VRQs to the calls by your routing strategy.

5

hello,

try this
[Total_Talk_Time]
Category=TotalTime
Description=Total Talk Time
MainMask=CallReleased
Objects=GroupQueues, Queue, RoutePoint
Subject=DNAction

Br,

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6

Be sure to add the Queue into the Agent Group origination DNs

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