About views and dashboards

Genesys Cloud delivers comprehensive contact center monitoring and performance analytics through customizable real-time and historical dashboards that enable supervisors, managers, and agents to track queue management, agent performance metrics, interaction tracking, and workforce optimization across multiple specialized functional areas. The platform provides extensive monitoring capabilities including agent status management, campaign analytics, digital channel performance tracking (email, messaging), quality evaluation, skills assessment, virtual agent performance, and survey metrics analysis. Advanced analytics encompass flow performance tracking, milestone monitoring, journey mapping, topic analysis, intraday tracking, and predictive routing analytics with queue impact analysis. Dynamic views display historical and real-time metrics for contact centers, queues, agents, interactions, outbound campaigns, scheduled callbacks, and workforce management with customizable date ranges, filters, columns, and data export functionality including scheduled exports. Key performance indicators such as service level, average speed to answer (ASA), and customer interaction volumes are monitored through real-time dashboards. Personal performance views enable agents to access their own metrics including My Performance, My Queues Activity, My Status, My Interactions, and My Evaluations. Queue and performance management capabilities allow agents to be activated or deactivated in specific queues with manageable status changes and logout capabilities. Additional features include limited PII masking in performance views and exports, API monitoring, bot performance tracking, data actions performance, knowledge management analytics, social listening, wrap-up performance analysis, and an analytics workspace for comprehensive reporting. The platform supports mobile accessibility through supervisor mobile apps for iOS and Android, enables users to customize views by date range, save configurations for quick access, download data for external analysis, and manage alerts through configurable alert rules. Advanced capabilities include custom calculations, detailed metric definitions, recovery of deleted performance dashboards, and Analytics-as-a-Service (A3S) add-on functionality for enhanced reporting and analysis capabilities.