Queues Activity Detail view

These terms relate to interactions in the queue and are on the left side of the view.

These terms relate to agents in the queue and are on the right side of the view.

These icons indicate specific media types throughout the view.

Icon	Media Type
	Voice
	Callback
	Chat
	Email
	Messages

To filter the displayed interactions to see only waiting interactions, click the Waiting statistics section. 

To filter the displayed interactions to see only interacting interactions, click the Interacting statistics section.

To stop filtering, click the selected filter again.

To sort the Waiting and Interacting lists by duration, click the Duration column header.

In the Waiting list, Genesys Cloud bases duration on the amount of time an interaction has been waiting in the queue.

In the Interacting list, Genesys Cloud displays the time duration since an agent answered the interaction. 

You can manually assign waiting interactions to on-queue agents, or to yourself.

Manually assign a waiting interaction in a queue to an on-queue agent

1. From the Queues Activity Detail view, in the Waiting list, find the interactions waiting in the queue.
2. For a waiting interaction, select the moremenu beside the interaction.
3. On the menu, select Assign to Other.
4. In the search box, begin typing the on-queue agent's name. As you enter a name, agent names are displayed in the search results.
5. Select the agent's name. 

For an agent to assign a waiting interaction to themself

1. From the Queues Activity Detail view, in the Waiting list, find the interactions waiting in the queue.
2. For a waiting interaction, select the moremenu beside the interaction.
3. On the menu, select Assign to Self. 

To monitor an interaction, select More beside the interaction in the Interacting list. Then click View Details.

The interaction’s detail page appears in a new tab. You can jump between the interaction tabs to see the interaction list view and the interaction detail view. The title of the interaction detail view tab shows the truncated Interaction ID and has a fixed width as all other tabs in the workspace. When hovering on the tab name, a tooltip with the untruncated Interaction ID displays.

Click More  in the title of the interaction detail view tab and choose the required task to perform any of the following:

To rename the title of the interaction detail view tab:

1. Click Save View on the right side. The Save view pane appears.
2. Click the Save To drop-down list and perform one of the following steps:
   • To save the view as a new view, click New and in the View Name field, enter a name for the view.
   • To overwrite the existing view’s current settings, click the existing view’s name.
3. Click Save. The title of the interaction detail view tab changes. 

The interaction’s detail page appears. For more information about monitoring an interaction, see Monitor in-progress interactions. 

The supervisor can preview an active email while in queue or parked state to gain a clear understanding of the content before assigning it to themselves or another agent. The email preview feature helps evenly distribute the workload to prevent burnout, significantly improve query handling speed and productivity, and ensure faster response times to customer inquiries while maintaining high service levels.

To preview an active email:

1. From the Queues Activity Detail view, in the Waiting list, find the interactions waiting in the queue.
2. Click the More icon corresponding to the required interaction and click the Preview email icon. The preview email window opens.

To filter the agent list to see only agents who are in a specified routing status, click the routing status above the agent list that you want to filter by. For example, click Not Responding to see only agents who are not responding.

To stop filtering, click the selected routing status again.

For more information, see Routing status.

Search for and filter agents in the agent list by an agent’s name, skills, or language. 

1. In the Filter user(s) box, type the name, skill, or language that you want to filter the agent list by. 
2. From the list that automatically displays, select a category for the keyword. For example, if you want to filter the agent list to show only agents who speak English, type English, then select in Languages. 
3. If you want to add more filters, repeat the previous steps. You can filter by multiple skills and languages, but you can only filter by one agent name.
4. To delete a filter, click X next to the filter’s keyword. 

To filter the agent list by an agent’s status, click the up and down arrows beside the Status column heading. 

Then select a status from the list. To filter by more than one status, select another status.

To show or hide columns:

1. At the top right corner of the columns, click the Pick columns icon. The Add/Remove Column pane appears.
2. Click the Manage columns tab. 
3. (Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z. 
4. (Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
5. (Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle.
6. Search or scroll to select the columns you want to view.
   Note: You can also use keyboard navigation to choose the columns.
   
7. 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:

1. At the top right corner of the columns, click the Pick columns icon. The Add/Remove Column pane (column picker) appears.
2. Click the Reorder columns tab. 
3. Click the grid icon of a column, and then drag and drop to reorder it within the column picker. 

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. 

When a user is on multiple conversations, Duration columns can be displayed, horizontally, to show the duration time for the interactions from Shortest to longest, or Longest to shortest. 

To rearrange the Duration columns in the agents list:

1. Click the Sort icon to the right of the Duration columns in the table header.
2. Select either Shortest to longest or Longest to shortest. Here’s an example.

This setting also applies to the interactions listed below an agent when you view more information about an agent’s activity. 

To see more information about an agent’s current activity, click More details next to that agent’s name. When expanded, the row shows the current activity for each of the agent’s interactions, such as Interacting, ACW, or Hold. It also shows how long the interaction has been in that state.

Managers can activate and deactivate agents in queues.

After you activate an agent for a queue, when the agent’s status is On Queue, the agent receives interactions from that queue. Agents can also choose the queues to work themselves.

Activate and deactivate agents to and from queues

1. Click Performance > Workspace > Contact Center > Queue Activity.
2. Click Menu > Analytics > Analytics Workspace > Contact Center > Queue Activity.
3. Select the appropriate queue.
4. From either the active agents or inactive agents list, click the more menu beside an agent’s name.
5. Click either Activate or Deactivate to activate or deactivate the agent for the queue.

To change an agent's status, complete the following steps:

1. Click Performance > Queues Activity. 
2. Click Menu > Analytics > Analytics Workspace.
3. In the Contact Center section, click Queue Activity.
4. Select a queue in which the agent is a member. 
5. From the queue's activity detail view, hover over the presence dot beside an agent's name. 
   
6. To set the agent's status to Off Queue or On Queue, select On Queue or Off Queue. If you change the status from On Queue to Off Queue, then the agent's status automatically also changes to Available. 
   
7. To set the agent's user status, select a status from the status drop-down. If the agent's status is On Queue, selecting a user status also sets them to Off Queue.
   
   Note: The status drop-down does not have an option to change an agent’s status to Out of Office. If an agent’s presence status is Out of Office, it cannot be changed.
8. If the status you select has secondary statuses, select a secondary status in the drop-down below the primary status.
   

From the Queues Activity Detail view, hover over the presence dot beside an agent’s name.

To log out an agent, click Log off. If the agent is On Queue, set the agent's status to Off Queue, and then click Log off.

From the Queues Activity Detail view, hover over the presence dot beside an agent’s name.

To disassociate an agent from the station, click Disassociate Station.

In both the Queue Activity Summary and Detail views, user statuses and routing statuses sometimes add up to more than the total number of agents in the queue. This situation arises when agents change their user status while working with interactions. 

For example, agents Bob and Alex are each working with an interaction. Bob changes his status to Break, and Alex changes his status to Meeting, but they both still have a chat interaction. In this situation, the view displays “2” in the Off Queue section, but it also displays “2” in the Interacting section.