To activate and deactivate queues: Routing > Queue > Join permission
To export view data: Analytics > Data Export > All
View your detailed performance metrics, including a summary row of data for the dates displayed. To see your My Performance view, click Performance > Workspace > My Performance > My Performance.To see your My Performance view, click Menu > Analytics > Analytics Workspace > My Performance > My Performance.
Available columns
To view the available columns, see My 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.
This view updates automatically except when you use filters from the Filters pane.
This view performs live updates of data in the real-time columns if you view a date range that includes the current interval such as today, this month, and more.
This view does not perform live updates to data if you view a historical date range that does not include the current interval.
To see the most current data, click Refresh .
To save the view with your filter and column settings, click Save.
Note: Each view has its own permissions. For permission requirements, see each view’s article.
Activate yourself for queues
Choose which queues to work by activating and deactivating queues. After you activate a queue, when you are On Queue, you receive interactions from that queue. You must be a member of a queue in order to activate or deactivate it.
To activate or deactivate queues from this view:
Click the Queue Activation icon .
Select the queues you want the agent to work.
Click Update.
Customize the view
To show only certain data, customize the view. For example, you can choose to show only certain columns or filter to see certain types of interactions. Your customizations remain as you navigate from view to view or leave and return to a view. You can also save your filter and column settings as a saved view to switch between different data of interest in the same view quickly.
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
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.
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.
Data in the view can be displayed in a chart. To view the chart, click the Show/Hide chart icon .
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 by information about the interaction, click Toggle filters panel , and then search or scroll to select the filter you want to use.
Interactions 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.
Skills
Displays metrics for interactions with agents who have the selected skills.
Filter for multiple skills at one time by entering other skills and searching again.
Languages
Displays metrics for interactions with agents who have the selected languages.
Filter for multiple languages at one time by entering other languages and searching again.
Direction
Displays metrics for interactions of the selected directions.
Initial Direction
Displays information about interactions with the selected initial direction.
Provider
The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.
Wrap-up
Displays metrics for interactions that have the selected wrap-up codes.
Filter for multiple wrap-up codes at one time by entering other wrap-up codes and searching again.
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.
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.
Agent Assist
Yes displays data for interactions that had Agent Assist.
No displays data for interactions that did not have Agent Assist.
Work Team
Displays metrics for interactions associated with the selected work team.
Filter for multiple work teams at one time by entering other work teams and searching again.
Displays metrics for data that is either associated or not associated with a queue.
Select Yes to filter for data associated with a queue, and No to filter for data not associated with a queue.
Has Media
Only shows interactions that have multimedia content. This filter only appears if you set the media type filter to Message.
Message Type
Displays metrics for interactions of the selected ACD message type. This filter only appears if you set the media type filter to Message. If you do not have any message types selected, the view displays information for all message types.
Genesys Cloud currently supports the following message types: Facebook, Instagram, Line, Open, SMS, Web Messaging, WhatsApp, and X (Twitter).
Note: Line message type is deprecated. But we still support display filtering.
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.
Station Errors
A subset of error codes specific to station errors. For more information, see Station errors.
Notes:
Real-time updates stop while any filters in the Filters pane are active. To get the most current data, click the Refresh icon.
When filtering the interaction information, the metrics change based on the filters used and the list of agents remains the same.
The skills and languages filters use agents’ ACD skills or languages, not the skills, or languages listed in their profiles. To add an ACD skill or language to an agent, see Manage ACD skills.
When you apply skill or language filters, the view shows the SLA. However, if the SLA is below the target, the view does not show SLA targets and the color does not change.
