Feature coming soon: Work automation for EMEA (UAE) and EMEA (Zurich) Genesys Cloud regions

Prerequisites

The following permissions:

  • Workitems > Workbin > View
  • Workitems > Worktype > View
  • Analytics > taskManagementAggregate > View

To access the list view:

  • Workitems > queryJob > All Permissions, Add, or View
  • Workitems > queryJobResults > All Permissions or View

The Workitem Performance view displays the number of workitems across all workbins and their related worktypes and statuses. The supervisors and the administrators can use these statistics to understand the amount of work that comes into the contact center and the amount of work accumulated via the predefined process flows.

Set a default time zone in the workspace

You can set the default time zone in the analytics workspace before viewing any analytics view.

To set the default time zone in the workspace, follow these steps:

  1. Click Performance > Workspace.
  2. On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.

To see the Workitem Performance view, navigate to Performance > Workspace > Contact Center > Workitem Performance.

Note: This view does not update automatically. To see the most current data, click Refresh .

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

To save the view with your filter and column settings, click Save View .

To export the data in the view, click Toggle export panel .

Customize the view

To show only certain data and to manage your exports, customize the Workitem Performance view. For example, you can choose to show only certain columns or filter to see certain types of interactions. 

Data in the view can be displayed in a chart. To view the chart, click the Show/Hide chart icon .

To show or hide topic columns, click the Pick columns icon on the right side and then search or scroll to select the columns you want to view. 

To rearrange topic 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 topic columns.

For more information about the metrics shown in the columns, see the Available Columns section in this article.

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 one month. 

To use a preset to filter metrics, complete the following steps:

  1. Click the date to display the date filter.
  2. In the Presets list, select a preset date option.

Date presets

Presets Description
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 and Sunday through Saturday.
Previous 7 days Shows data for the previous seven days.
This month Shows data for the current month with no extra days.
This month by week If the month does not start on Sunday or end on Saturday, shows data for the current calendar month starting on Sunday and ending on Saturday including extra days.
Last month Shows data for the previous calendar month with no extra days.
Previous 30 days Shows data for the previous 30 days.
Day Shows data for a single 24-hour day.
Week Shows data for a Sunday through Saturday time period.
Month Shows data for the exact month with no extra days. If the current month is selected, you see the data up to the current date.
Month by Week If the month does not start on Sunday or end on Saturday, shows data for a calendar month starting on Sunday and ending on Saturday including extra days.

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

  1. To display the date filter, click the date.
  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.

The global search allows you to easily find the available filters from the list of filters.

To find filters by global search:

  1. Click the Filter icon . The Filters pane appears.
  2. In the top section, in the Search for filters search box, enter the name of the preferred filter and select the filter from the search results.

To enter the names of the workbins you want to view, click Filter workbin(s) . Enter the name of the workbin and select the workbin from the search results. You can continue to enter and select more workbins to add to the view.

Filter by selecting multiple workbins

You can select multiple workbins to filter by. 

  1. In the workbin row, select the check box.
  2. To add filters, select more check boxes. 
  3. Click Add to filters.

To filter metrics by queue, follow these steps:

  1. Click the Filter icon . The Filters pane appears.
  2. Under Queue, in the Search for queues search box, enter the name of the queue and select the queue from the search results. You can continue to enter and select more queues to add to the view.

    To filter metrics by worktype, follow these steps:

    1. Click the Filter icon . The Filters pane appears.
    2. Under Worktype, in the Filter by worktype search box, enter the name of the worktype and select the worktype from the search results. You can continue to enter and select more worktypes to add to the view.

      To filter metrics by workitem assignee, follow these steps:

      1. Click the Filter icon . The Filters pane appears.
      2. Under Worktype assignee, in the Filter by assignee search box, enter the name of the assignee and select the assignee from the search results. You can continue to enter and select more assignees to add to the view.
      3. (Optional) To see and select inactive users in the assignee filter search, select Include inactive users. 
      4. (Optional) To see and select deleted users in the assignee filter search, select Include deleted users.

      To filter metrics by external tag, follow these steps:

      1. Click the Filter icon Icon included. The Filters pane appears.
      2. Under Worktype assignee, in the Filter by External Tag search box, enter the name of the external tag and select the external tag from the search results. You can continue to enter and select more external tags to add to the view.

      To filter metrics by status, follow these steps:

      1. Click the Filter icon . The Filters pane appears.
      2. Under Status, in the Filter by status search box, enter the name of the status and select the status from the search results. You can continue to enter and select more statuses to add to the view.

        Note: To filter by workitem, select at least one workbin or worktype and click Add to filter.

        To filter metrics by workitem, follow these steps:

        1. Click the Filter icon . The Filters pane appears.
        2. Under Workitem, in the Filter by workitem search box, enter the name of the workitem and select the workitem from the search results. You can continue to enter and select more workitems to add to the view.

          Note:
          • To edit a workbin from the Workitem Performance view page, click the more icon corresponding to the workitem and click Edit workbin . 
          • To edit a worktype from the Workitem Performance view page, click the more icon corresponding to the worktype and click Edit worktype .

          Available columns

          Your customizations determine which metric columns the view shows.

          Column Description
          Avg Duration

          The average amount of time that a workitem has spent in a specific status.

          Note: The avg duration is calculated only after the workitem has transitioned to another state or the workitem is terminated.

          Created Number of workitems created.
          Deleted Number of workitems deleted.
          Met SLA

          The total number of workitems terminated on a date that matches the date filter criteria and also before the due date.
          Over SLA

          The total number of workitems terminated on a date that matches the date filter criteria and also after the due date.
          Purged Number of workitems purged.
          Service Level %

          The service level % is the percentage of workitems that met SLA and the total number of workitems terminated during the date criteria. The formula to calculate the service level % is:

          Workitems service level percentage

          • The Number of Workitems Terminated is the total number of workitems terminated during the date specified by the date filter.
          • The total number of workitems terminated on a date that matches the date filter criteria and after the due date defined for the workitems.

          For example, if the total number of workitems terminated at the specified date is 125 and the total number of Over SLA is 15.
          Status The current status of the workitem defined by the custom status transitions of the worktype.
          Status Category

          The status category of the workitem. The predefined status categories are Open, In Progress, On Hold, and Closed.
          Transitions The count of workitems that have transitioned into another status or out of the status or status category listed.
          Workbin Name of the workbin. 
          Worktype Name of the worktype.

          For real-time examples and more advanced Workitems metric definitions, see Genesys Cloud Developer Center.