Announced on	Effective date	Aha! idea
2025-02-17	-	-

In a future release, Genesys Cloud will introduce the Agent Timeline view to improve supervisory visibility into agent activity. The new Agent Timeline view provides a clear, visual timeline of an agent’s workday, including status changes and interactions across voice and digital channels. Supervisors will be able to track workload distribution, see how digital conversations overlap with voice calls, and gain insights into agent efficiency. Supervisors can access this view under the Performance Workspace > Agent Performance view. The timeline allows filtering by date range, and media type, ensuring relevant insights. 

Key features and benefits

• Unified activity timeline – View an agent’s presence, primary and secondary routing status, and interactions in a single, structured timeline.
• Historical insights – Monitor current activities and review past trends to understand agent workload and performance.
• Multi-channel visualization – See how simultaneous digital interactions overlap with voice calls to better assess workload distribution.
• Drill-down for detailed analysis – Click on any interaction to access deeper insights and performance details.
• Customizable filters – Focus on specific timeframes, and media types, to analyze relevant data.
• Improved coaching and performance monitoring – Identify workload patterns, and response times to optimize staffing and coaching strategies.