Agents in Queue Report Changed in V20

[jaywagener]

Hopefully someone can assist here. We have a client who has recently upgraded from V18 to V20 and besides the fact that all their scheduled reports are gone and have to be recreated, reports they have relied on have changed formats. The one in particular is the Agents in Queue report. For whatever reason, the first two fields/columns are swapped, Queue and Agent. Now the CSV report comes out with it categorized by Queue and not Agent, which is the purpose of this report in the first place. There is a completely different report, Queue Performance, that provides the exact same data and, like the Agents in Queue report, is categorized by Queue.

Does anyone know is there any way to adjust how these reports are exported by default? We would like to have the Agent field/column first in the CSV file in this report instead of the Queue, like it was in V18.

 

[jaywagener]

Update: #cx support got back to me saying this was intentional.

I am still confused why we need two (almost) exactly the same reports. The only thing missing in the Queue Performance report from the Agents in Queue reports is the Time in Queue column, otherwise, they are identical. Whereas in V18, it made much more sense on the Agents in Queue report to put the Agent column FIRST, since that is the data we are wanting. If I want it categorized by queue, I would run the Queue Performance report.

Either way, I just hope that this is seen by others and we can have this changed back on a future update.