GI2 - Queue Summary - Report Queues with No Volumes

Genesys Cloud Routing
1

Is there a way to report queues that do not have volumes in a report?

2

Yes, but it is not straightforward. You’ll have to:

  1. Enter Design mode of the report
  2. Data Access → Data Provider → Edit
  3. Add Query → From Universe
  4. Select the GI2_Universe
  5. On Result Objects, select the Queue dimension
  6. On Query Filters, select the Queue Type attribute (subitem of Queue dimension), select “Equals” and then type “VirtualQueue” (without quotes)
  7. Close the query editor and apply the changes
  8. Data Access → Data Objects → Merge
  9. Select “Queue” from both “Main” query and “Query 1” query and click OK
  10. Drag and Drop the new merged “Queue” dimension inside the table where the Data rows are
  11. On the left pane, select the last button “Document Structure”
  12. Navigate to Main → Tenant Name → Media Type → Vertical Table: Main Table, right click and select “Format Table”
  13. On General tab, check “Display Rows with Empty Dimensions” and click OK
  14. Save the document.

I’m not entirely sure about the names of the buttons in English, but it might be something like this