About views and dashboards
Managers, supervisors, and agents can use dynamic views and dashboards to see contact center performance and metrics.
Views
Dynamic views display historical and real-time metrics for the contact center, queues, agents, interactions, outbound campaigns, scheduled callbacks, and workforce management. Configure and personalize your views to meet your business needs.
Agent Performance
Agent Status
Campaign Performance
DNIS Performance
Interactions
Queue Activity
Queue Performance
Queue Routing Performance
Workitem Performance
Scheduled Callbacks
Skills Performance
Wrap-up Performance
Agent Development
Agent Evaluation
Insights
My Development
Survey Performance
Flow Destination
Flow Outcome Performance
Flow Performance
Journey Action Map Performance
Journey Outcome Performance
Journey Segment Performance
My Evaluations
My Interactions
My Performance
My Queues Activity
My Status
Alert Rules
API Usage
Bot Performance
Data Actions Performance
Scheduled Exports
Agent Topics
Content Search
Flow Topics
Queue Topics
Topic Trends
Intraday Monitoring
Outbound Campaigns
Real-Time Adherence
FAQs
Work with views
To see only the data for the dates you need, customize the views. Save your current view and settings to return quickly to that data. Download the data for more analysis or to share with others. Activate agents in queues so that agents work the queues where you need them. Change an agent’s status from the Queues Activity Detail view.
- Select a date range for views
- View aggregate performance data
- Save a view’s filters and column settings
- Export view data and Scheduled Exports view
- Export best practices
- Activate and deactivate agents in queues
- Change an agent’s status
- Log an agent out of Genesys Cloud
- Disassociate an agent from a station
- Limited PII masking in performance views and exports
Dashboards
Monitor the real-time activity for the contact center, including service level, ASA, and the number of customers interacting and waiting. View assigned and completed interactions. Monitor evaluation and calibration activity for the contact center.
Configure analytics options
Change the way Genesys Cloud calculates metrics in views.
Metric definitions
Learn the definitions of common metrics used in the dashboards and views.
