Groups > Work Team > View (to filter agent list by work team)
Directory > User > View
The Agent Development Summary view displays metrics for coaching appointments and informational training modules. The view shows the total of coaching appointments and training modules in progress, such as planned, completed, overdue, and invalid schedule. For more information about creating a coaching appointment and assigning a training module, see About coaching, Schedule a coaching appointment, and Assign a development and feedback module.
Available columns
To view the available columns, see the Agent Development Summary view section in the View available columns in performance views by category article.
The start of the time period selected for the export.
Interval End
The end of the time period selected for the export.
Interval Complete
True if the export was run after Interval End, and false otherwise.
Filters
Any filters applied to the export.
Set a default time zone in the workspace
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 view coaching appointment and training module metrics, click Performance > Workspace > Employee Engagement > Agent Development. Customize the view with filters and column controls.
To view coaching appointment and training module metrics, perform the following:
Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Agent Development and then click the view name to open it.
To save the view with your filter and column settings, click Save.
This view does not automatically update. To see the latest metrics, click Refresh.
From the summary view, you can access detailed agent development information. To see the Agent Development Detail view, click an agent.
Customize the view
To show only certain data, customize the Agent Development Summary view. For example, you can choose to show only certain columns or filter to see certain types of coaching appointments and training module metrics. Your customizations remain in effect even if you leave and return to the view. You can also save your filter and column settings as a saved view to switch quickly between different data of interest in the same view. In the agent row, click More to assign a module and schedule coaching to an agent in an accessible division.
Note: When the aggregate data is unavailable in the summary row, Genesys Cloud hides the summary row and replaces it with the Summary Row UnavailableUse the search box to filter users message.
The view displays metrics about coaching appointments and informational training modules for the date range selected for the 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 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.
For more information about the metrics shown in the columns, see Available Columns below.
To filter by Development Type and Development Name, click Filters.
To display data for coaching appointments, selectCoaching.
To display data for learning modules, select Learning.
Filter by Development Name to display data by training module name. Enter the module name in the Filter name(s) search field.
To enter the names of users that you want to view, click the Filter user(s) search icon . You can filter by a User name, Division name, Group name, Work Team name, Role, or a Location. As you enter a name, the suggested names are displayed in the search results with the filtering type on the right. When entering a user name, you can also select the Reports to filtering type, to display the user’s direct reports. You can continue to enter and select more users to add to the view.
Filter by selecting multiple users
You can select multiple users to filter by.
In the user’s row, select the check box.
Continue selecting user check boxes to add to filters.
Click Add to filters.
Use the summary row to see aggregate metrics for multiple users, and search for and select multiple users. The summary row then shows aggregate metrics for the selected users.
Note: The summary row can populate aggregate data for up to 50 agents at once.
To filter the agent list by user type, in the upper left corner, choose any one of the required user types from the Active Users filter:
Active Users (Default) – To filter only the active agents in the organization from the agent list.
Inactive Users – To filter only the inactive agents in the organization from the agent list.
Active and Inactive Users – To filter both the active and inactive agents in the organization from the agent list.
Deleted Users – To filter only the deleted agents in the organization from the agent list.
Note: You can filter the deleted users only by using the user name and cannot filter by using other user filters such as division, group, location, reports to, role, or work team.
