Feature coming soon: Work automation for EMEA (UAE) and EMEA (Zurich) Genesys Cloud regions

Prerequisites

The following permissions:

  • Workitems > Workbin > View
  • Workitems > Worktype > View
  • Analytics > taskManagementAggregate > View
  • UI > Supervisor Agent Details > View
  • Directory > User > View
  • Analytics > conversationAggregate > View

To access the list view:

  • Workitems > queryJob > All Permissions, Add, or View
  • Workitems > queryJobResults > All Permissions or View

The Agent Workitems Performance Summary view gives insights about the number of workitems an agent handles across specific time intervals. This view is a stand-alone view and does not support any other media type. The supervisors and the administrators can use these statistics to get agent-level data about the workitems.

Set a default time zone in the workspace

You can set the default time zone in the analytics workspace before viewing any analytics view.

To set the default time zone in the workspace, follow these steps:

  1. Click Performance > Workspace.
  2. On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.

To see the Agent Workitems Performance Summary view, go to Performance > Workspace > Contact Center > Agent Workitems Performance.

The top of the view displays the totals for that page. To display a graph of a metric per interval within the date range, select a metric in the total row.

Note: The workitem metrics update only after a workitem gets disconnected or terminated in a specified time interval. The metrics do not update when the workitem is connected to an agent.

For more information about a specific agent workitem, click the agent’s name to see its Agent Workitems Performance Detail view.

This view does not update automatically. To see the most current data, click Refresh .

To save the view with your filter and column settings, click Save View .

To export the data in the view, click Toggle export panel .

Customize the view

To show only certain data and to manage your exports, customize the Agent Workitems Performance Summary view. For example, you can choose to show only certain columns or filter to see certain types of interactions. 

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.

    Sort by options that appear when you add or remove column
  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 one month. 

      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

      Presets Description
      Current interval

      Shows data for the current 30-minute time period.

      Today Shows data for the time period that includes the current interval.
      Yesterday Shows data for the previous day.
      This week Shows data for a Sunday through Saturday time period.
      Last week Shows data for the previous week and Sunday through Saturday.
      Previous 7 days Shows data for the previous seven days.
      This month Shows data for the current month with no extra days.
      This month by week  If the month does not start on Sunday or end on Saturday, shows data for the current calendar month starting on Sunday and ending on Saturday including extra days.
      Last month Shows data for the previous calendar month with no extra days.
      Previous 30 days Shows data for the previous 30 days.
      Interval

      Shows data for a 30-minute time period.

      Day Shows data for a single 24-hour day.
      Week Shows data for a Sunday through Saturday time period.
      Month Shows data for the exact month with no extra days. If the current month is selected, you see the data up to the current date.
      Month by Week If the month does not start on Sunday or end on Saturday, shows data for a calendar month starting on Sunday and ending on Saturday including extra days.

      To use a custom date range to filter metrics, complete the following steps:

      1. To display the date filter, click the date.
      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.

      The global search allows you to easily find the available filters from the list of filters.

      To find filters by global search, follow these steps:

      1. Click the Filter icon . The Filters pane appears.
      2. In the top section, in the Search for filters search box, enter the name of the required filter and select the filter from the search results.

      To enter the names of the users you want to view, click Filter user(s) . Enter the name of the user and select the user from the search results. You can continue to enter and select more users to add to the view.

      Filter by selecting multiple users

      You can select multiple users to filter by, follow these steps. 

      1. In the agent row, select the check box.
      2. To add filters, select more check boxes. 
      3. Click Add to filters.

      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.

      Note: You can filter the deleted users only by using the user name and cannot filter by using other user filters such as division, group, location, reports to, role, or work team. 

      To filter metrics by queue, follow these steps:

      1. Click the Filter icon . The Filters pane appears.
      2. Under Queue, in the Search for queues search box, enter the name of the queue and select the queue from the search results. You can continue to enter and select more queues to add to the view.

        To filter metrics by skill, follow these steps:

        1. Click the Filter icon . The Filters pane appears.
        2. Under Skills, in the Search for skills search box, enter the name of the skill and select the skill from the search results. You can continue to enter and select more skills to add to the view.

          To filter metrics by language, follow these steps:

          1. Click the Filter icon . The Filters pane appears.
          2. Under Languages, in the Search for languages search box, enter the name of the language and select the language from the search results. You can continue to enter and select more languages to add to the view.

            To filter metrics by workbin, follow these steps:

            1. Click the Filter icon . The Filters pane appears.
            2. Under Workbin, in the Filter by workbin search box, enter the name of the workbin and select the workbin from the search results. You can continue to enter and select more workbins to add to the view.

              To filter metrics by worktype, follow these steps:

              1. Click the Filter icon . The Filters pane appears.
              2. Under Worktype, in the Filter by worktype search box, enter the name of the worktype and select the worktype from the search results. You can continue to enter and select more worktypes to add to the view.

                To filter metrics by wrap-up code:

                1. Click the Filter icon . The Filters pane appears.
                2. Under Wrap-up, in the Search for wrap-up codes box, enter the name of the wrap-up code and select the wrap-up code from the search results. You can continue to enter and select more wrap-up codes to add to the view.

                Note: When using this filter, Genesys Cloud returns only a few workitems, where the wrap-up code is applied during the specified time interval. Genesys Cloud does not return other metrics.

                  Displays the routing methods requested for the interaction. Gives insight into each of the routing methods that the conversation went through before being answered, abandoned, or flow-out.

                  The routing data is relevant beginning September 5, 2020.

                  To filter metrics by routing requested, follow these steps:

                  1. Click the Filter icon . The Filters pane appears.
                  2. Under Routing Requested, select the required routing method to add to the view.

                    Displays the routing method used to get to the agent who answered the interaction.

                    The routing data is relevant beginning September 5, 2020.

                    To filter metrics by routing used, follow these steps:

                    1. Click the Filter icon . The Filters pane appears.
                    2. Under Routing Used, select the required routing used to add to the view.

                      Displays information for interactions that have the External Tag attached to the conversation record.

                      Note: External tag data is not available for web chat interactions.

                      To filter metrics by external tag, follow these steps:

                      1. Click the Filter icon . The Filters pane appears.
                      2. Under External Tag, in the Filter by External Tag search box, enter the name of the external tag and select the external tag from the search results. You can continue to enter and select more external tags to add to the view.

                        Available columns

                        Your customizations determine which metric columns the view shows.

                        Performance

                        Column Description
                        ACD Cancelled The number of workitems canceled during ACD.
                        ASA

                        The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction.

                        Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count)

                        Note: Raw values are provided in milliseconds.

                        Agent The name of the agent.
                        Agent Transfer The number of workitems transferred by an agent to another agent.
                        Alert

                        The number of times agents receive an alert for interactions. 

                        Answered The number of workitems answered by an agent via routing, manual assignment, or transfer.
                        Avg Handle

                        The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

                        Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

                        Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete.

                        For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.

                        In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.

                        Avg Hold Handled

                        The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held.

                        Calculated by: Hold / Total Hold

                        Blind Transfer The number of workitems blind transferred.
                        Declined The number of workitems declined.
                        Disconnected The number of workitems disconnected.
                        Focus The number of times an agent has a workitem in focus. This number can be higher than the count of workitems handled as the number helps to identify each time an agent has a workitem in focus (vs. on hold).
                        Handled The number of workitems handled by agents in a queue.
                        Hold 

                        The number of interactions with holds.

                        Max Alerting The maximum number of times an agent was alerted for a workitem.
                        Max Focus The maximum amount of time an agent spent focusing on a workitem.
                        Max Hold

                        The maximum amount of time spent on hold for the selected interval. 

                        Max Park The maximum amount of time a workitem was parked by an agent.
                        Min Focus
                        The minimum amount of time an agent spent focusing on a workitem.
                        Min Hold

                        The minimum amount of time spent on hold for the selected interval.

                        Min Park The minimum amount of time a workitem was parked by an agent.
                        Not Responding
                        The time an agent was being alerted without responding to a workitem.
                        Parked The number of workitems parked by agents in a queue.
                        Queue Transfer The number of workitems transferred by a queue to another agent.
                        Terminated The number of workitems terminated.
                        Timed Out The number of workitems with agent timeouts.
                        Total Focus The total amount of time an agent spent focusing on a workitem. This time can be less than the Total Handled duration that an agent parks or puts a workitem on hold.
                        Total Handle

                        The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.

                        Total Park The total amount of time a workitem was parked by an agent.
                        Transfer The number of all transfers made by an agent in a queue. This number includes both blind and consult transfers. A transfer is counted on the queue in which an agent answers the interaction.
                        Transfer %

                        The number of transfers compared to the total number of interactions answered.

                        Calculated by: (# of transfers / Interactions Answered) * 100

                        Wrap-Up The number of wrap-ups added.
                        Wrap-Up Removed The number of wrap-ups removed.

                        Routing

                        For an overview of routing methods, see Routing and evaluation methods.

                        Column Description
                        Bullseye Requested

                        The number of interactions in which bullseye routing was requested.

                        Bullseye Used

                        The number of answered interactions in which bullseye routing was used.

                        Direct Requested The number of interactions assigned directly to a user via the API or the list view.
                        Note: The workitems using direct routing does not alert the agents. But these workitems are found in the list view assigned to the appropriate user.
                        Direct Used The routing method used to assign a workitem to an agent.
                        Manual Used

                        The number of answered interactions in which manual routing was used.

                        Preferred Requested

                        The number of answered interactions in which preferred agent routing was used.

                        Preferred Used

                        The number of answered interactions in which preferred agent routing was used.

                        Standard Requested

                        The number of answered interactions in which standard routing was requested. 

                        Standard Used

                        The number of answered interactions in which standard routing was used.

                        For real-time examples and more advanced Workitems metric definitions, see Genesys Cloud Developer Center.