Prerequisites

The following permissions:

  • AnalyticsData Export All
  • Directory > User > View
  • Routing > QueueJoin or RoutingQueueMemberManage (to activate and deactivate queue members)
  • RoutingWrap-Up CodeView
  • UISupervisor Agent Details > View 
  • UI > Supervisor Wrap-Up Performance > View

The Agents Wrap-Up Interval Detail view displays agent statistics based on a specific wrap-up code set by a specific agent. These statistics can help supervisors determine agent performance issues with interactions set a specific wrap-up code in one or multiple queues. 

The metrics for the selected wrap-up code represent the portion of the interaction where the wrap-up code was selected. For example, Agent Alex answers and then transfers an interaction to agent Blake. Alex then sets a wrap-up code of Transfer to Sales. Blake accepts the transfer and interacts with the customer. The customer ends the call. Blake then sets a wrap-up code of Sale Success. Any metrics associated with Alex’s portion of the interaction appear in her Agents Wrap-Up Interval Detail view based on the Transfer to Sales wrap-up code. Metrics associated with Blake’s portion of the interaction appear in his Agents Wrap-Up Interval Detail view based on the Sale Success wrap-up code.

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

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 view the Agents Wrap-Up Interval Detail view: 

  1. Click Performance > Workspace > Contact Center > Agent Performance
  2. From the Agents Performance Summary view, click the agent you want to view. 
  3. From the Agents Performance Detail view, click the Wrap-Up tab.
  4. From the Agents Wrap-Up Detail view, click a wrap-up code. 
  5. To save the view with your filter and column settings, click Save .
  6. To export the data in the view, click Export .
  7. Click the tabs to open to the agent’s Performance, StatusEvaluationsInteractionsQueues or Schedule detail views.
Note: Each view has its own permissions. For permission requirements, see each view’s article.

Activate agents for a queue

Activate and deactivate queues for agents. After you activate a queue for an agent, when the agent’s status is On Queue, the agent receives interactions from that queue. Agents can also choose the queues to work themselves. To activate a queue for an agent, the agent must be a member of that queue.

To activate an agent for a queue from this view:

  1. Click the Queue Activation icon Queue Activation icon.
  2. Select the queues you want the agent to work.
  3. Click Update.

Customize the view

Customize the Agents Wrap-Up Interval Detail view to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. Your customizations remain as you navigate from view to view or leave and return to a view. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same 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 6 weeks

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

Presets Description
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, 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 Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Last month Shows data for the previous calendar month with no extra days.
Previous 30 days Shows data for the previous 30 days.
Previous 3 months Shows data for the previous 3 months. For example, Nov 1, 2022 – Jan 31, 2023.
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 can see the data up to the current date.
Month by Week Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

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.

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

Notes:
  • When filtering you can select more than one media type. Click the relevant media type to select or deselect the type.
  • You cannot select the voice and callback types at the same time.
  • If you select voice, the callback option will be deselected. If you select callback, the voice interaction will be deselected.
  • The available media types may vary from those shown above.

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.

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. 

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

      In the graph:

      • View metrics by interval for the selected metric.
      • View the highest and lowest intervals for the selected date range, as indicated by and  above the bars.
      • View talk, hold, and ACW metrics in relation to handle metrics.
      • Hover over the bars to see numeric information.

      To filter by information about the interaction, click Filters , and then search or scroll to select the filter you want to use.

      Interaction filters

      Filter Description
      Skills

      Displays metrics for interactions with agents who have the selected skills.

      Filter for multiple skills at one time by entering other skills and searching again.

      Languages

      Displays metrics for interactions with agents who have the selected languages.

      Filter for multiple languages at one time by entering other languages and searching again.

      DNIS

      Displays information for interactions with the selected original DNIS number. This DNIS number was dialed at the beginning of the interaction.

      • Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
      • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
      • Filter for multiple numbers at one time by entering other numbers and searching again.
      Session DNIS

      Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction.

      • Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
      • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
      • Filter for multiple numbers at one time by entering other numbers and searching again.
      Direction

      Displays information about interactions of the selected directions.

      Initial Direction

      Displays information about interactions with the selected initial direction.

      Queue

      Displays metrics for interactions associated with the selected queues.

      Filter for multiple queues at one time by entering other queues and searching again. 

      Provider

      The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.

      Routing Used

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

      The routing data is relevant beginning September 5, 2020.

      Routing Requested

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

      The routing data is relevant beginning September 5, 2020.

      To filter by information about the interaction:

      1. Click Filters
      2. Click the Outbound tab.
      3. Search or scroll to select the filter you want to use.

      Outbound filters

      Filter Description
      Campaign Name

      Displays interactions associated with the selected campaigns. When you type a campaign name, the suggested campaigns are displayed with their campaign types, Voice, Email, or SMS. 

      Email campaign type: Display interactions for multiple campaigns by entering other campaign names and searching again. 

      Contact List Displays interactions associated with the selected contact lists.
      Contact ID Displays interactions associated with the selected contact IDs.

      To filter by information about the Predictive Engagement journey details of the interaction:

      1. Click Filter
      2. Click the Journey tab.

      Journey filters

      Filter Description
      Has Customer Journey Data Displays data for interactions that have customer journey data related to Predictive Engagement.
      Proactive Displays data for interactions where Predictive Engagement offered a chat during a customer's website visit based on the Predictive Engagement action map settings.   

      Available columns

      Your customizations determine which metric columns the view shows.

      Column Description
      Handle

      The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

      % Handle

      The percentage of interactions of an agent's wrap-up code for a selected date and media type, in relation to the total interactions for the selected date and media type, by interval.

      Calculated by (Handle for agent wrap-up code by interval / total agent interactions for the selected date and media type, by interval)

      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 average handle column using cumulative counts rather than averages.

      Avg Talk

      The average number of seconds spent interacting on a media type.

      Calculated by: Total Talk time / Count of interactions with Talk time

      Avg Hold

      The average number of seconds that interactions were placed on hold.

      Calculated by: Total Hold Time / Count of interactions with holds

      Avg ACW

      The average amount of time agents spent completing after-call work.

      Calculated by: Total ACW / Interactions with ACW

      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 Handle

      The percentage of the total length of the interactions of an agent's wrap-up code for a selected date and media type, in relation to the total length of interactions for the selected dates and media type, by interval.

      Calculated by (Total Handle for agent wrap-up code / total length of agent interactions for the selected dates and media type, by interval)

      Total Talk

      The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.

      Total Hold

      The cumulative hold time for all interactions.

      Total ACW

      The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. 

      Hold

      The number of interactions with holds.

      % Total Talk Time

      The talk time for a wrap-up code in relation to the total talk time for the selected dates. Calculated by (Total Talk Time for a wrap-up code / Total Talk Time)

      ACW

      The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. 

      Max ACW

      The maximum amount of time spent on after call work for the selected interval.

      Min ACW

      The minimum amount of time spent on after call work for the selected interval.

      Max Handle

      The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.

      Min Handle

      The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.

      Talk

      The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.

      Max Talk

      The maximum amount of time spent interacting for the selected interval.

      Min Talk

      The minimum amount of time spent interacting for the selected interval.

      Max Hold

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

      Min Hold

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