How can we view historical data in RingCX for times when queues had no available agents during business hours?

Good evening!

We’re trying to identify periods when our RingCentral RingCX queues had no available agents, but since our queues are configured to run 24/7, it’s difficult to isolate these events during our core business hours (9:00 a.m. to 5:00 p.m., weekdays only). Is there a way to filter historical data or reports in RingCX to focus only on workweek hours and exclude off-hours or weekends?

Being able to view this data during business hours would provide valuable insights for workforce management. It would help identify peak times, periods of peak unavailability, and allow for a clearer understanding of when queues were left unmanned. Having a report that clearly shows these gaps would make it easier to optimise staffing, plan coverage, and ensure a better customer experience.

Has anyone in the community implemented a solution or report in RingCX to track queue availability in this way? Any tips or approaches would be greatly appreciated.

Thank you! 

Hey, ​@Lariane I am enlisting the help of some of our experts to take a look at your question. 
Stay tuned!

Hello Lariane, 

My name is Austin Miranda. I am a Tier 3 Engineer and RingCX SME at RingCentral. 

If you are utilizing something like the Queue Performance Report, you can add the “Interaction Started Hour” or “Interaction Started Half Hour” to filter, or break out the data by specific time intervals. I set up a visual of what this would look like in my test account shown in the screenshot below. 
 

If you are specifically looking for agent perspective reporting that shows agent availability, you could also utilize the Agent State Change Transition report. This report tracks each agents state changes, by filtering this to only include available agent states you could identify gaps of time periods where no agents are available.

I hope this helps, please let me know if you have any further questions!