Agent Timeline Detail view

PrerequisitesClick to expand

The Agent Timeline Detail view provides a detailed visual representation of the conversations handled by the agents. This view enables the supervisors to gain increased visibility into the activities of the agents. The supervisors can see how the sequence of voice conversations handled by the agents is interwoven with the overlap of multiple simultaneous digital interactions.

By default, this view provides details about primary status, secondary status, routing status, and various interactions such as voice, callback, chat, email, and message.

To view the agent timeline details:

Click Performance > Workspace > Contact Center > Agent Performance.
Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Agent Performance and then click the view name to open it.
From the Agents Performance Summary view, click an agent name. The Agent’s Performance Detail view displays.
Click the Timeline tab. The Agent Timeline Detail view appears.

To see the most current data, click Refresh .

To save the view, click Save View.

You can zoom in and out of the time range in the timeline. For example, you can see that the 9–10 PM time interval on March 3rd is selected in the date picker. However, the timeline is zoomed in to just before 9:15 and just after 9:45 PM. If you zoom out, you can see the whole hour from 9 to 10 PM. If you have zoomed in to shorter than an hour, you can scroll horizontally to the 9:00 PM boundary to the left and the 10:00 PM boundary to the right.

To zoom in and out in the Windows OS system, you can hold the Control (Ctrl) key and scroll with your mouse or trackpad. To scroll horizontally in the Windows OS system, you can use a trackpad.

To zoom in and out in the Mac OS system, you can hold the Command (CMD) key and scroll with your mouse or trackpad. To scroll horizontally in the Mac OS system, you can hold the shift key and scroll with your mouse or trackpad.

Note:

The timeline does not show any results for primary status, secondary status, or routing status if the agent has had long periods of inactivity.
You can view data only for up to seven days.
If the number of interactions within the selected time range is more than 200, a warning message is shown at the top and a link is given to the Agent Interaction Details view page.

Customize the view

To show only specific data, customize the agent timeline detail view. For example, you can choose to view only certain metrics or filter to see certain types of interactions.

Filter metrics by dateClick to expand

To customize analytics views, use the date filter.

Show meClick to expand

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 7 days.

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.
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.

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.

Filter by media typeClick to expand

Select metricsClick to expand

To select the metrics for the summary row:

Click Select Metrics.
Select the required metric categories such as Count-based, Percentage-based, and Time-based.
Choose the required metric. For more information about the available metrics, see the Agent Timeline Detail view section in the View available columns in performance views by category article.
Note: You can choose up to 12 metrics.
Click Add. The selected metrics are displayed.

To view the consolidated list of available metrics in the performance views, see Consolidated view of available columns in performance views.

Select rowsClick to expand

Show or hide interaction listClick to expand

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