Agent topics detail view

Use the date filter to customize analytics views.

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Use presets to filter metrics by date, or configure a custom date range. When filtering metrics for this view, select any custom date range up to 6 weeks. 

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. 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.

1. To filter by media type, click the Filter icon.
2. Select the media type. 
   

The selected media type icon is displayed above the column headers. 

To show or hide columns, click  and then search or scroll to select the columns you want to view. 

To rearrange 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.  

To enter names of users you want to view, click the Filter user(s) search icon . Genesys Cloud populates the summary row with aggregate data about those users. You can filter by a User name, Division name, Group name, Work Team name, Role, or a Location. As you enter a name, the suggested names are displayed in the search results with the filtering type on the right. When entering a user name, you can also select the Reports to filtering type, to display the user's direct reports. You can continue to enter and select additional users to add to the view. 

Filter by selecting multiple users

You can select multiple users to filter by. 

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

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

View aggregate data

To view aggregate data for several users, filter for multiple users and click View as group. Genesys Cloud displays the Agents Performance Detail view with aggregate data for the users you selected. Use the Back arrow icon to return to the Agents Performance Summary view.

Interactions filters

These columns show current data if you use the date filter to show the current date. If you use the date filter to show a past date, then these columns display historical data. 

To show or hide columns, click  and then search or scroll to select the columns you want to view. 

To add a column for a specific topic or for a topic based on a specific dialect, click and type the topic name or dialect name in the field provided at the bottom of the column list. If you entered a dialect name the topic list will only contain topics associated with the specific dialect. From the list that appears select the topic that you want to add to the view and click Add Columns.