Prerequisites

The following permissions:

  • AnalyticsData Export All
  • Analytics > User Aggregate > View
  • Directory > User > View
  • Routing > QueueJoin or RoutingQueueMemberManage (to activate and deactivate queue members)
  • UISupervisor Agent Details > View   

To log an agent out of Genesys Cloud:

  • OAuthTokenDelete 

To disassociate an agent from a station:

  • Telephony > StationDisassociate

To access the Login and Logout columns:

  • Analytics > User Detail > View

The Agents Status Summary Detail view displays real-time information about an agent’s statuses, including the length of time the agent stays in each status. Data in the columns updates when the agent leaves a status. This view updates 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.

View data for an agent

  1. Click Performance > Workspace > Contact Center > Agent Status
  2. From the Agents Status Summary view, click an agent’s name. The Agent’s Status Summary Detail view displays.  
  3. From the View by list, select one of the following: 
    Displays the time spent in each status, broken down by interval.
    By displaying a list of status changes throughout the selected date range, the Timeline view provides a detailed view of how agents spend their time. The view details when the status was entered and for how long. It is also sorted chronologically according to the start time, with the oldest on top.
    With this data, supervisors can review periods of time that are longer or shorter than expected. For example, an agent is only on queue for 30 minutes instead of 1 hour, or an agent is on break for 20 minutes but was only approved for 10 minutes.
    The Timeline view includes the following columns:
    Start Time – The date and time the status was entered.
    End Time – The date and time the status was exited.
    Primary Status – The primary Genesys Cloud status (available, away, busy, meal, and so on).
    Secondary Status – The secondary status (for example, the primary status is meal and the secondary status is breakfast).
    Duration – The time between start time and end time.
    The Log in – Log out view provides a detailed view of when a user logged in and logged out, and the time that passed between each. The view is sorted chronologically according to Log in time, with the oldest on top.
    With this data, supervisors can know when a user was using the application. For example, this data will show when a user did not stay logged in long enough during their shift, or when a user did not log in when they were supposed to.
    The Log in – Log out view includes the following columns:
    Log In – When the user logged in during the selected date range. N/A will appear if the user logged in before the selected date range.
    Log Out – When the user logged out during the selected date range. N/A will appear if the user logged out after the selected date range.
    Duration – The time between when the user logged in and logged out. N/A will appear when the when Log In or Log out are N/A.
  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 the tabs to open to the agent’s PerformanceEvaluationsInteractionsQueuesWrap-Up, or Schedule detail views.

View aggregate data for a group of agents

  1. Click Performance > Workspace > Agent Status.
  2. From the Agents Status Summary view, in the Filter by agent(s) field, search for and select agents for which you want to see data.
  3. Near the list of agents you selected, click View as group. Genesys Cloud displays the Agents Status Summary Detail view with aggregate data for the agents you selected. 
  4. To save the view with your filter and column settings, click Save .
  5. To export the data in the view, click Export .
    Note: Agent log in and log out information is available only in the Export file after you select the View as group and Split Filters options. For more information, see the Export data from a view section of this article.
  6. Click the tabs to open the agent group’s Performance or Interactions 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.
Note: You cannot activate agents in queues when the view shows aggregate data for agent groups.

Customize the view

Customize the Agents Status Summary view to show only certain data. For example, you can choose to show only certain columns or filter to show previous weeks. 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.

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 Agents Status Summary view displays certain columns together as groups if the table columns are sorted as default. To rearrange column groups, click a column group header and drag it.

      To reorder columns within the column groups:

      1. Click the Pick columns icon
      2. In the Table Columns pane, hover over the table column header name you want to move.
      3. Click the up or down arrowsReorder columns

      From the Agents Status Summary Detail view, hover over the agent’s profile picture.

      To set the agent's status to Off Queue or On Queue, select On Queue or Off Queue. If you change the status from On Queue to Off Queue, then the agent's status automatically also changes to Available.   

      To set the agent's user status, select a status from the status drop-down. If the agent's status is On Queue, selecting a user status also sets them to Off Queue.

      Note: You cannot select Out of Office as a status.

      If the status you select has secondary statuses, select a secondary status in the drop-down below the primary status. 

      From the Agents Status Summary Detail view, hover over the agent’s profile picture.

      To log out an agent, click Log off. If the agent is On Queue, set the agent's status to Off Queue, and then click Log off.

      Important: When you log out an agent, all active connections will be ended.

      From the Agents Status Summary Detail view, hover over the agent’s profile picture.

      To disassociate an agent from the station, click Disassociate Station.

      Note: Users with Telephony > Station > Disassociate and Directory > User > View are able to disassociate agents from stations even if those agents are not within their divisions.

      Available columns

      Your customizations determine which metric columns the view shows.

      Column Description
      Column Description
      Logged in

      The total amount of time a user is logged in for the specified period.

      On Queue The amount of time that an agent spent on queue.
      Idle

      The amount of time an agent spends in the Idle routing status. This routing status represents agents who are On Queue and able to take interactions but are not currently working with interactions.

      Not Responding

      The amount of time an agent spends in the Not Responding routing status after not accepting an interaction. The Not Responding routing status is when an agent was On Queue or Interacting and did not answer an offered interaction. The agent could still be handling and completing other previous interactions. While Not Responding, the agent does not receive new interactions.

      Off Queue The amount of time that an agent spent off queue.
      Available

      The time spent in the Available status for the specified period.

      Busy

      The time spent in the Busy status for the specified period.

      Away

      The time spent during the specified period in the Away status when the user sets their status to Away.

      Note: If Genesys Cloud automatically sets the user’s status to Away due to inactivity, then this view displays that time in the System Away column. 

      Meeting

      The time spent in the Meeting status for the specified period.

      Break

      The time spent in the Break status for the specified period.

      Meal

      The time spent in the Meal status for the specified period.

      Training

      The time spent in the Training status for the specified period.

      Communicating

      The agent is on a non-ACD call, and, in relation to agent utilization and call routing, Genesys Cloud treats the non-ACD call like an ACD call. For example, administrators could configure agent utilization so Genesys Cloud does not route new interactions to agents while they are on an ACD or non-ACD call. This status only appears if administrators have selected “Count non-ACD calls in utilization capacity” within the agent utilization configuration.

      System Away

      The time spent during the specified period in the Away status when Genesys Cloud automatically sets the user's status to Away due to inactivity.

      Note: If users manually set their status to Away, then this view displays that time in the Away column. 

      Interacting

      The time that the agent was handling interactions.

      Log in

      The time the user first logged in within the supplied interval.

      Data for this column is limited to a one-month time range for data that is up to 558 days old.  If the column is blank, a log in event did not occur within the view’s requested interval.

      Log out

      The last time the user logged out within the supplied interval. 

      Data for this column is limited to a one-month time range for data that is up to 558 days old.  If the column is blank, a log out event did not occur within the view’s requested interval.

      Total ACD

      The amount of time that an agent spent in the Interacting, Idle, and Not Responding statuses. For example, an agent spent 5:01:00 interacting, 1:47:30 idle, and 0:21:30 not responding. The total ACD time is 7:10:00.

      Primary Status Off Queue %

      The percentage of time that an agent spent off queue. For example, in the Available, Away, and Busy statuses.

      Primary Status On Queue %

      The percentage of time that an agent spent on queue. For example, in the Interacting, Idle, and Not Responding statuses.

      ACD Status Interacting %

      The percentage of on-queue time that an agent spent in the Interacting status, calculated by:

      Interacting / (INTERACTING + IDLE + NOT RESPONDING) * 100

      ACD Status Idle %

      The percentage that an agent spent in the idle status, calculated by:

      Idle / (INTERACTING + IDLE + NOT RESPONDING) * 100

      This routing status represents agents who are On Queue and able to take interactions but are not working with interactions.

      ACD Status Not Responding %

      The percentage of time that an agent spent in the Not Responding status, calculated by:

      Not Responding  / (INTERACTING + IDLE + NOT RESPONDING) * 100

      Occupancy

      The percentage of time that an agent spent handling ACD conversations against the total time on queue calculated by: (total time in "Interacting" routing status / (total time in “idle”, “interacting”, and “communicating” routing statuses in interval)) * 100; range: 0-100%