Agents Status Summary view

Prerequisites

The following permissions: 

  • AnalyticsData Export All
  • Analytics > User Aggregate > View
  • Directory > User > View
  •  UISupervisor Agent Details > View  
  • AuthorizationRoleView (to filter agent list by Role)   
  • Groups > TeamView (to filter agent list by Work Team)
  • OAuthTokenDelete (to log an agent out of Genesys Cloud)
  • Telephony > StationDisassociate (to disassociate an agent from a station)
  • Analytics > User Detail > View (to access the Login and Logout columns)

    The Agent Status Summary view displays real-time information about agents’ statuses, including the length of time agents stay in each status. Its real-time columns always display current status data for agents, even if you use the date filter to show historical data in the other columns.

    Note: The real time status columns will not be exported since they are a point-in-time snapshot, while the export is an asynchronous operation.

    View the Agent Status Summary view

    1. Click Performance > Workspace > Agents
    2. Click the Statuses tab. 
    3. To see the most current data, click Refresh . This view updates automatically. Data in the columns updates when agents leave a status.
    4. To save the view with your filter and column settings, click Save .
    5. To export the data in the view, click Export .
    6. To see the agent’s Status Summary detail view, click an agent’s name.
    7. To access the other Agents Performance views, click the tabs. 
      Note: Each view has its own permissions. For permission requirements, see each view’s article.

    View duration, timeline, or log in – log out data

    1. Click Performance > Workspace > Agents
    2. Click the Statuses tab. 
    3. From the View by list select one of the following options:
      • Duration – Displays the time spent in each status, broken down by interval.
      • Timeline – Displays a list of status changes.
      • Log inLog out – Displays a list of when the agent logged in and logged out.

    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. 

    Filter by users to populate the summary row with aggregate data about those users.

    Use the date filter to customize analytics views.

    Use presets to filter metrics by date, or configure a custom date range. 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. 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.

    Note: Because Detail views include Interval in the data grid, the Current interval preset is not displayed for these views.

    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.
    Interval

    Shows data for a 30-minute time period.

    Note: Because Detail views include Interval in the data grid, the Interval preset is not displayed for these views.

    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 will 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.
      Date picker apply

     

    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 show or hide columns, click and then search or scroll to select the columns you want to view. The Agents Status Summary view displays certain columns together as groups. To rearrange columns groups, click a column group header and drag it.

    To reorder columns within the column groups:

    1. Click +
    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

    To reset a view to default column settings, click Reset view to defaults.

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

     

    From the Agents Status Summary view, hover over the presence dot beside an agent’s name.



    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 view, hover over the presence dot beside an agent’s name.

    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 view, hover over the presence dot beside an agent’s name.

    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.

    Real-time columns

    These columns always show current, real-time data, even if you use the date filter to show historical data. 

    Column  Description
    Column Description
    Time in Status

    The amount of time agents have been in their current primary status.

    This column is not included in an exported CSV file or PDF report.

    Status

    The current primary status of an agent, such as Available, Away, or Busy.

    This column is not included in an exported CSV file or PDF report.

    Secondary Status

    The current secondary status of an agent. If there is no secondary status, then this column displays the agent's primary status. 

    This column is not included in an exported CSV file or PDF report.

    Time in Routing Status

    The amount of time agents have been in their current routing status.

    This column is not included in an exported CSV file or PDF report.

    Routing Status

    The current routing status of an agent.

    This column is not included in an exported CSV file or PDF report.

    Skills

    The routing skills and languages assigned to an agent. 

    This column is not included in an exported CSV file or PDF report.

    Station

    Icon that shows if an agent is associated with a station. Hover over the icon to display the Station Name.

    This column is not included in an exported CSV file or PDF report.

    Division

    Displays the name of a division that an agent or queue belongs to. For more information, see About access control

    Agent

    The full name for the user.

    ID

    Unique system ID for the user.

    Email

    Email address configured for the user.

    Group

    Official Genesys Cloud groups that the user is part of.

    Role

    Roles within Genesys Cloud that the user is assigned.

    This column is not included in an exported CSV file or PDF report.

     

    Reports To

    The manager as defined for the user within Genesys Cloud.

    Location

    Location for the user as defined in Genesys Cloud.

    Media Types

    The media types an agent is permitted to handle, such as voice, callback, chat, email, and message.

    This column is not included in an exported CSV file or PDF report.

    Title

    Title of the user as defined within Genesys Cloud.

    Department

    Department of the user as defined within Genesys Cloud.

     
    Primary Phone

    Phone number for the user as defined in Genesys Cloud.

     
    Adherence Status

    The current adherence status of the user, including In Adherence, Out of Adherence, Unscheduled, Ignored, or Unknown.

    Scheduled Activity

    The activity for which the user is currently scheduled, including On Queue Work, Break, Meal, Meeting, Off Queue Work, Time Off, Training, Unavailable, or Unscheduled.

     
    Adherence Duration

    The amount of time represented in days, hours, minutes, and seconds, of the adherence exception.

     
    Interactions

    The number of interactions assigned to the queue that agents are currently interacting with.

     

    Duration

    Duration 2

    Duration 3

    The amount of time an agent has been working on an interaction. If an agent is working multiple interactions, then Genesys Cloud displays each interaction's duration in a separate column labeled Duration 2 or Duration 3. 

     

    Historical data columns

    These columns show current data if you use the date filter to show the current date. If you use the date filter to show a past date, then these columns display historical data. 

    Column Description
    Column Description
    Logged in

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

    On Queue The time spent in the On Queue status for the specified period.
    Idle

    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 time spent in any status other than Offline and On Queue for the specified period.
    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 “Include non-ACD conversations” when they configured agent utilization.

    Interacting

    The time that the agent was handling interactions.

    Division

    Displays the name of a division that an agent or queue belongs to. For more information, see About access control

    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. 

    Agent

    The full name for the user.

    Email

    Email address configured for the user.

    Log in

    The time the user first logged in on this date. If the field is blank, then the user did not log in this day. Data in this column in limited to a one-month date range.

    Log out

    The last time the user logged out on this date. If the field is blank, then the user did not log out this day. Data in this column in limited to a one-month date range.

    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 call agents spend handling interactions against the available or idle time calculated by:

    percent; (total time in "Interacting" routing status / (total time in “idle”, “interacting”, and “communicating” routing statuses in interval)) * 100; range: 0-100%