Agent topics summary view

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 year. 

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.

You can select the column header for the topic to see a distribution of that topic across the selected time period.

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. For more information about various media types and their settings, see the Set behavior and thresholds for all interaction types section in the Create and configure queues.

You can hover over the topic name column header to get information about the topic including the topic name, description, and Participants. With the topic information, you can gain an understanding of how the topic works and select the required topic.

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 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 Topics Detail view with aggregate data for the users you selected. Use the Back arrow icon to return to the Agents Topics Detail view.

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.

Interactions filters