About views and dashboards

Managers, supervisors, and agents can use dynamic views and dashboards to see contact center performance and metrics. 

Views

Dynamic views display historical and real-time metrics for the contact center, queues, agents, interactions, outbound campaigns, scheduled callbacks, and workforce management. Configure and personalize your views to meet your business needs. 

Agent Performance

Agent Status

Campaign Performance

Digital

DNIS Performance

Interactions

Queue Activity

Queue Performance

Queue Routing Performance

Workitem Performance

Scheduled Callbacks

Skills Performance

Social

Wrap-up Performance

Agent Development

Agent Evaluation

Insights

My Development

Survey Performance

Flow Destination

Flow Outcome Performance

Flow Performance

Journey Action Map Performance

Journey Outcome Performance

Journey Segment Performance

My Evaluations

My Interactions

My Performance

My Queues Activity

My Status

Alert Rules

API Usage

Bot Performance

Data Actions Performance

Scheduled Exports

Agent Topics

Content Search

Flow Topics

Queue Topics

Topic Trends

Intraday Monitoring

Outbound Campaigns

Real-Time Adherence

Predictive Routing

FAQs

Work with views

To see only the data for the dates you need, customize the views. To return quickly to that data, save your current view and settings. Download the data for more analysis or to share with others. Activate agents in queues so that agents work the queues where you need them. Change an agent’s status from the Queues Activity Detail view. 

Dashboards

Monitor the real-time activity for the contact center, including service level, ASA, and the number of customers interacting and waiting. View assigned and completed interactions. Monitor evaluation and calibration activity for the contact center. 

    Configure analytics options

    Change the way Genesys Cloud calculates metrics in views.

    Metric definitions

    Learn the definitions of common metrics used in the dashboards and views.