Agent Workitems Performance Summary view

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

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, follow these steps:

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 required filter and select the filter from the search results.

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

Filter by selecting multiple users

You can select multiple users to filter by, follow these steps. 

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

To filter the agent list by user type, in the top left-hand corner, choose any one of the required user types from the Active Users filter:

• Active Users (Default) – To filter only the active agents in the organization from the agent list.
• Inactive Users – To filter only the inactive agents in the organization from the agent list.
• Active and Inactive Users – To filter both the active and inactive agents in the organization from the agent list.
• Deleted Users – To filter only the deleted agents in the organization from the agent list.

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 skill, follow these steps:

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

To filter metrics by language, follow these steps:

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

To filter metrics by workbin, follow these steps:

1. Click the Filter icon . The Filters pane appears.
2. Under Workbin, in the Filter by workbin search box, 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.

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 wrap-up code:

1. Click the Filter icon . The Filters pane appears.
2. Under Wrap-up, in the Search for wrap-up codes box, enter the name of the wrap-up code and select the wrap-up code from the search results. You can continue to enter and select more wrap-up codes to add to the view.

Displays the routing methods requested for the interaction. Gives insight into each of the routing methods that the conversation went through before being answered, abandoned, or flow-out.

The routing data is relevant beginning September 5, 2020.

To filter metrics by routing requested, follow these steps:

1. Click the Filter icon . The Filters pane appears.
2. Under Routing Requested, select the required routing method to add to the view.

Displays the routing method used to get to the agent who answered the interaction.

The routing data is relevant beginning September 5, 2020.

To filter metrics by routing used, follow these steps:

1. Click the Filter icon . The Filters pane appears.
2. Under Routing Used, select the required routing used to add to the view.

Displays information for interactions that have the External Tag attached to the conversation record.

To filter metrics by external tag, follow these steps:

1. Click the Filter icon . The Filters pane appears.
2. Under External Tag, 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.

Performance

Routing

For an overview of routing methods, see Routing and evaluation methods.