Email Queue 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 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. 

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 2 years. 

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.

To enter names of queues you want to view, click the Filter queue(s) search icon . Enter the name of the queue and select the queue from the search results. You can continue to enter and select additional queues to add to the view.

Filter by selecting multiple queues

You can select multiple queues to filter by. 

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

To use the summary row above the queue rows to see aggregate metrics for multiple queues, search for and select multiple queues. The summary row then shows the aggregate metrics for the selected queues. 

View aggregate data

To view aggregate data about a group of selected queues, filter for multiple queues and click View as group. Genesys Cloud displays the Email Queue Performance Detail view with aggregate data for the queues that you selected.

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

Some metrics are not relevant for all filters. For example, the "offer" metric only applies to queues, not users. If you filter by a user, then the offer column does not include data.

Interactions filters

To filter by information about the outbound details of the interaction:

1. Click Toggle filters panel . 
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

To filter by information about External Contact details of the interaction:

1. Click Toggle filters panel . 
2. Click the External Contact tab.

External Contact filters