The Skills Performance view displays statistics based on the and languages applied during the metric calculation. These statistics can help supervisors determine performance issues with a specific skill in one or multiple queues. The statistics can also help supervisors evaluate the effectiveness of their evaluation and routing methods.
Available columns
To view the available columns, see Skills Performance view section in the View available columns in performance views by category article.
You can set the default time zone in the analytics workspace before viewing any analytics view.
To set the default time zone in the workspace, follow these steps:
Click Performance > Workspace.
Click Menu > Analytics > Analytics Workspace.
On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.
To see the view, go to Performance > Workspace > Contact Center > Skills Performance.
To see the view, go to Menu > Analytics > Analytics Workspace > Contact Center > Skills Performance.
In the view, skills and languages selected for interactions display as skill groups. If an interaction does not require any skills or languages, it counts in the None group.
This view does not update automatically. To see the most current data, click Refresh.
To save the view with your filter and column settings, click Save.
To see the queues and related metrics for a skill group, click the + beside the skill group’s row. The queues and their data display under the skill group row.
Note: If None displays in the Queue column, then a skill group occurred without a queue.
None displayed in the Queue column of the None skill group represents non-ACD interactions. For example, if a user places a non-ACD call on hold then that call’s hold data displays in the None row under the None skill group.
For more information about a queue, click the queue name. The Queue Performance Detail view for that queue opens with skill group and language group filters active to represent the skill group from the Skills Performance view. You can also save and export the data shown in the Queue Performance Detail view with the skill and language group filters active.
To save the view with your filter and column settings, click Save.
Customize the Skills Performance view to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view.
To customize analytics views, use the date filter.
To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to 6 weeks.
To use a preset to filter metrics, complete the following steps:
To display the date filter, click the date.
In the Presets list, select a preset date option.
Date presets
Presets
Description
Current interval
Shows data for the current 30-minute time period.
Today
Shows data for the time period that includes the current interval.
Yesterday
Shows data for the previous day.
This week
Shows data for a Sunday through Saturday time period.
Last week
Shows data for the previous week, Sunday through Saturday.
Previous 7 days
Shows data for the previous seven days.
This month
Shows data for the current month, with no extra days.
This month by week
Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Last month
Shows data for the previous calendar month with no extra days.
Previous 30 days
Shows data for the previous 30 days.
Previous 3 months
Shows data for the previous 3 months. For example, Nov 1, 2022 – Jan 31, 2023.
Interval
Shows data for a 30-minute time period.
Day
Shows data for a single 24-hour day.
Week
Shows data for a Sunday through Saturday time period.
Month
Shows data for the exact month with no extra days. If the current month is selected, you can see the data up to the current date.
Month by Week
Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
To use a custom date range to filter metrics, complete the following steps:
Click the date to display the date filter.
Select a start date and an end date on the calendar, and click the filter arrow .
To view data for a different time period using the same date presets, click the arrows on either side of the date display.
For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.
To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.
To filter by media type, click the Filter icon .
Select the media type.
Notes:
When filtering you can select more than one media type. Click the relevant media type to select or deselect the type.
You cannot select the voice and callback types at the same time.
If you select voice, the callback option will be deselected. If you select callback, the voice interaction will be deselected.
The available media types may vary from those shown above.
The selected media type icon is displayed above the column headers. For more information about various media types and their settings, see the Set behavior and thresholds for all interaction types section in the Create and configure queues.
To show or hide columns:
At the top right corner of the columns, click the Pick columns icon. The Add/Remove Column pane appears.
Click the Manage columns tab.
(Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z.
(Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
(Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle.
Search or scroll to select the columns you want to view.
Note: You can also use keyboard navigation to choose the columns.
Click Save. The selected columns appear on the screen.
Note: The column selections appear only after saving the changes and do not apply to the table immediately.
To reorder the columns within the column picker:
At the top right corner of the columns, click the Pick columns icon. The Add/Remove Column pane (column picker) appears.
Click the Reorder columns tab.
Click the grid icon of a column, and then drag and drop to reorder it within the column picker.
Note: You can also use keyboard shortcuts to reorder the columns. To reorder the columns using the keyboard, perform the following:
Click to select the grid icon of the column to be reordered, and on the keyboard, press the Spacebar.
To position the column, use the Up or Down arrow keys.
Press the Spacebar. The chosen column is reordered.
To rearrange the columns outside the column picker, click a column header and drag it.
To reset a view to default column settings, click Reset view to defaults.
You can select up to 20 columns.
For more information about the metrics shown in the columns, see the Available Columns section in this article.
To filter groups by skills or languages, click the Filter skills(s), language(s) search icon . Enter a skill or language for the groups that you want to view. As you enter a skill or language, the suggested search results are displayed with the filtering type on the right.
To filter by information about the interaction, click Filters , and then search or scroll to select the filter you want to use.
Interaction filters
Filter
Description
Queue
Displays metrics for interactions associated with the selected queues.
Filter for multiple queues at one time by entering other queues and searching again.
DNIS
Displays information for interactions with the selected original DNIS number. This DNIS number was dialed at the beginning of the interaction.
Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
Filter for multiple numbers at one time by entering other numbers and searching again.
Session DNIS
Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction.
Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
Filter for multiple numbers at one time by entering other numbers and searching again.
User ID
The unique system ID for the user.
Provider
The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.
Routing Used
Displays the routing method that was used to get to the agent who answered the interaction.
The routing data is relevant beginning September 5, 2020.
Routing Requested
Displays the routing methods that were requested for the interaction. Gives insight into each of the routing methods the conversation went through prior to being answered, abandoned, or flow-out.
The routing data is relevant beginning September 5, 2020.
External Tag
Displays information for interactions that have the External Tag attached to the conversation record.
Note: External tag data is not available for web chat interactions.
Social Classification
Displays interactions based on one of the following options selected.
Public - Displays interactions with social listening public data.
Private - Displays interactions with social listening private data.
To filter by information about the Predictive Engagement journey details of the interaction:
Click Toggle filters panel .
Click the Journey tab.
Journey filters
Filter
Description
Has Customer Journey Data
Displays data for interactions that have customer journey data related to Predictive Engagement.
Proactive
Displays data for interactions where Predictive Engagement offered a chat during a customer's website visit based on the Predictive Engagement action map settings.
