Agents Wrap-Up Detail 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:

1. To display the date filter, click the date.
2. In the Presets list, select a preset date option.

Date presets

To use a custom date range to filter metrics, complete the following steps:

1. Click the date to display the date filter.
2. 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.

1. To filter by media type, click the Filter icon .
2. Select the media type. 
   

The selected media type icon is displayed above the column headers. For more information about various media types and their settings, see the Set behavior and thresholds for all interaction types section in the Create and configure queues.

To enter the names of wrap-up codes for the information you want to view, click the Filter by wrap-up code(s) search icon . Enter the name of the wrap-up code and select the name from the search results. You can continue to enter and select additional wrap-up codes to add to the view. 

Filter by selecting multiple wrap-up codes

You can select multiple wrap-up codes to filter by. 

1. In the wrap-up code's row, select the check box.
2. Continue selecting wrap-up code check boxes to add to filters. 
3. Click Add to filters.

To show or hide columns:

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

The top of the view displays totals for your selected date range. To display a graph of a metric per interval within the date range, select a metric in the totals row. 

In the graph:

• View metrics by interval for the selected metric.
• View the highest and lowest intervals for the selected date range, as indicated by and  above the bars.
• View talk, hold, and ACW metrics in relation to handle metrics.
• Hover over the bars to see numeric information.

To filter by information about the interaction, click the Filter , and then search or scroll to select the filter you want to use.

Interaction filters

To filter by outbound information about the interaction:

1. Click the Filter .
2. Click the Outbound tab.
3. Search or scroll to select the filter you want to use.

Outbound filters

To filter by information about the Predictive Engagement journey details of the interaction:

1. Click Toggle filters panel . 
2. Click the Journey tab.

Journey filters