Agents Queues Detail view

Prerequisites

The following permissions:

  • Analytics > Conversation Aggregate > View
  • Analytics > Data Export > All
  • Directory > User > View
  • Routing > Queue > Join or Routing > QueueMember > Manage (to activate and deactivate queue members)
  • Routing > Queue > View
  • UI > Supervisor Agent Details > View
  • UI > Supervisor Queue Details > View 
  • Groups > Team > View (to filter agent list by Work Team)

To see survey columns and data:

  • Analytics > Survey Aggregate > View
  • Quality > Survey Form > View

View data about the queues in which an agent is a member. The data displayed in this view includes all the data for the queues and not just the data for the agent’s interactions in that queue. This view updates automatically except when you use filters from the Filters pane.

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 Queue 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 Queues tab.
  4. To save the view with your filter and column settings, click Save .
  5. To export the data in the view, click Export .
  6. Click a queue’s name to see more details about the queue’s performance and to go to that queues’ performance detail view.
  7. Click the tabs to open to the agent’s Performance, Status Summary, Evaluations, Interactions, Wrap-Up, or Schedule detail views.

View all queues that the agent is a member of

By default, this view shows only the queues that the current agent has actively joined. To show all the queues in which an agent is a member including inactive queues, click Show inactive queues at the bottom of the view. If the agent has no inactive queues, then Show inactive queues do not appear. 

Note: For async interactions, such as email and messaging, it takes up to 72 hours for Speech and Text Analytics metrics, such as topics and sentiment, to update in the reporting aggregate views.

Activate agents in queues 

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

To show only certain data, customize the agents queues detail view. 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
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, 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.
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 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.

To enter names of queues you want to view, click the Filter queue(s) search icon . Enter the name of the queue and select the queue from the search results. You can continue to enter and select additional queues to add to the view.

Filter by selecting multiple queues

You can select multiple queues to filter by. 

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

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

      Some metrics are not relevant for all filters. For example, the "offer" metric only applies to queues, not users. If you filter by a user, then the offer column does not include data.

      Interactions 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.
      Direction

      Displays information about interactions of the selected directions.
      Initial Direction

      Displays information about interactions with the selected initial direction.
      DNIS

      Displays information for interactions with the selected DNIS numbers.

      • Enter only the DNIS number, including the country code. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
      • Enter the full DNIS number, such as 13172223333. The filter cannot search for a partial DNIS number. 
      • 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.
      To

      Displays information for interactions sent to the selected email addresses. 

      • Enter the full email address, such as person@example.com. The filter cannot search for a partial address. 
      • Filter for multiple addresses at one time by entering other addresses and searching again.
      • When searching for a phone number, enter the entire phone number. For example, enter 13171002997 or 3171002997 to search for interactions sent to +1 317-100-2997.
        The filter cannot search for a partial phone number and it cannot process hyphens. You can omit the country code.
      User

      Displays information associated with the selected users.

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

      To see and select inactive users in the User filter search, select Include inactive users. To see and select deleted users in the User filter search, select Include deleted users.
      Wrap-up

      Displays information for interactions that have the selected wrap-up codes.

      Filter for multiple wrap-up codes at one time by entering other wrap-up codes and searching again.
      Message Type

      Displays metrics for interactions of the selected ACD message type. This filter only appears if you set the media type filter to Message. If you do not have any message types selected, the view displays information for all message types.

      Genesys Cloud currently supports the following message types: Facebook, Line, Open, SMS, Twitter, Web Messaging, and WhatsApp. 
      Has Media

      Only shows interactions that have multimedia content. This filter only appears if you set the media type filter to Message. 
      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.
      Agent Assist

      Yes displays data for interactions that had Agent Assist.

      No displays data for interactions that did not have Agent Assist.
      Work Team

      Displays metrics for interactions associated with the selected work team.

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

      For more information, see Work teams overview.
      First Queue

      Displays data for the first queue of an interaction. 

      Select the First Queue check box to retrieve queue statistics for only the first queue that the interaction occurred on. 
      External Tag

      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.

      Notes:

      • Real-time updates stop while any filters in the Filters pane are active. 
      • The skills and languages filters use agents’ ACD skills or languages, not the skills or languages listed in their profiles. To add an ACD skill or language to an agent, see Manage ACD skills.
      • When you apply skill or language filters, the view shows the SLA. However, if the SLA is below the target, the view does not show SLA targets and the color does not change.

      To filter by information about the outbound details of 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
      Contact ID

      Unique system ID for the user.
      Contact List

      Displays metrics for interactions associated with the selected contact lists.

      Filter for multiple contact lists at one time by entering other contact list names and searching again.

      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.   

      To filter by information about External Contact details of the interaction:

      1. Click Filter . 
      2. Click the External Contact tab.

      External Contact filters

      Filter Description
      External Contact

      Displays information about interactions associated with the selected external contact. You can filter for:

      • Contact name
      • Address
      • Phone number
      • Email address
      • Organization name
      • Custom fields  

      When you filter by external contact, the contact name appears with the associated organization name. 

      Filter for multiple external contacts at one time by entering another contact and searching again.

      Enable Include merged contacts to search all the contacts that relate to the external contacts in the filter.

      Note: You can associate each merged contact with many individual contact IDs. When you enable the Include merged contacts, all merged contact IDs are automatically added to the search. The search filters are limited to 200 total search dimensions.

      For example, if you merge one contact into five other contacts, the search, performed along with the merged contacts, filters a total of six contacts. If an organization heavily uses the merged contacts, a search for a few external contacts can hit the search filter limit.

      External Organization

      Displays information about interactions associated with the selected external organization. You can filter for:

      • Organization name
      • Address
      • Phone number
      • Custom fields

      Filter for multiple external organizations at one time by entering another organization and searching again.

      Available columns

      To view the available columns, see Agents Queues Detail view section in the View available columns in performance views by category article.

      To view the consolidated list of available columns in the performance views, see Consolidated view of available columns in performance views.

      To view the list of available columns in the performance views by category, see View available columns in performance views by category.