Feature coming soon: Workspace default time zone selection, view level time zone selection

Prerequisites

The following permissions:

  • Analytics Conversation AggregateView
  • Outbound > Campaign View 
  • Outbound > Messaging Campaign > View or OutboundEmail CampaignView (select at least one of these two permissions).

To see current and past metrics and data for campaigns, click Performance > Workspace > Campaign Performance. Customize the view with filters and column controls.

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.

For more information about a specific campaign, see Campaign performance detail view.

To view aggregate data about a group of selected campaigns, filter for and select multiple campaigns and click View as group. Genesys Cloud displays the Campaign performance detail view with aggregate data for the campaigns that you selected.

To export the data in the view, click Export .

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

To see the most current data, click Refresh .

Note: The Offer, Answer %, Abandon %, ASA, Service Level, and Avg Wait columns show metrics for inbound interactions handled in a campaign. All other columns show metrics for both inbound and outbound interactions that a campaign handled.

Customize the view

To show only certain data, customize the Campaigns Performance Summary view. For example, you can choose to show only certain columns or filter to see certain types of interactions. If you return to the Campaigns Performance Summary view, then your filters and column changes remain. You can also save your filter and column settings as a saved view to switch quickly between different data of interest in the same view. 

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

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 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 .

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 .
  2. Select the media type.

The selected media type icon appears above the column headers. 

Note: Supported media types include: callback, email, messaging, and voice (excluding chat).

Data in the view can be displayed in a chart. To view the chart, click the Show/Hide chart icon show/hide chart icon.

To show or hide topic columns, click  and then search or scroll to select the columns you want to view. 

To rearrange topic 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 topic columns.

For more information about the metrics shown in the columns, see the Available Columns section in this article.

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

You can search for a campaign or a division. If you search for a division, the campaign list is updated to show only the campaigns associated with the selected division.

Filter by selecting multiple campaigns

You can select multiple campaigns by which to filter. 

  1. In the campaign’s row, select the check box.
  2. To add multiple campaigns to the filters, continue selecting the campaign check boxes. 
  3. Click Add to filters.

To see aggregate metrics for multiple campaigns, use the summary row above the campaign rows, search for and select multiple campaigns. The summary row shows aggregate metrics for the selected campaigns. 

Note: The summary row can populate aggregate data for up to 50 campaigns at once.

View aggregate data

To view aggregate data about a group of selected campaigns, filter for multiple campaigns and click View as group. Genesys Cloud displays the Campaign performance detail view. with aggregate data for the campaigns you selected.

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 campaigns, 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.

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. 

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.

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.

Division The number of interactions for a specific division.
Queue Displays interactions associated with the selected queues. 

Notes: 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.

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 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

Your customizations determine which metric columns the view shows.

Performance

Column Description
Column Column Description
Offer

The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

Answer %

The percentage of offered interactions that an agent answered. 

Calculated by:  (Answered / Offered) * 100

Answer

A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

Flow-Out

Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics).

Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.

ASA

The average amount of time an interaction waits in campaign before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with 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 Time to Answer / Number Answered 

Avg Wait

The average amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it.

Calculated by: Total Wait Time / Interactions

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. 

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

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.

In some cases, as after-call work overlaps with talk time or hold time, this sum of cumulative metrics represented in Total Handle may not be the same as the tHandle metric, which eliminates any overlap.

Total Talk

The total number of segments where an agent spent time talking/interacting on a conversation

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.

Transfer 

A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred. 

Blind Transfer

The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction. 

Consult

The number of interactions an agent answered and then consulted with another participant with or without fully transferring the interaction. A consult counts for the queue in which an agent answers the interaction, even if they consult with another queue.

Consult Transfer

The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.

Avg Abandon The average amount of time before a customer disconnects in an ACD campaign before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.
Total Wait

The total amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it. Genesys Cloud calculates the wait time in milliseconds.

Total Abandon

The total amount of time interactions are in queue waiting for an agent to answer them before customers abandoned the interactions.

Connection

The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR.

Transfer %

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

Calculated by: (# of transfers / interactions answered) * 100

Max Abandon

The maximum time of an abandoned interaction for the selected interval.

Min Abandon

The minimum time of an abandoned interaction for the selected interval.

Max Wait

The maximum amount of time spent waiting in queue for the selected interval. 

Min Wait

The minimum amount of time spent waiting in queue for the selected interval.

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.

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.

Over SLA

Number of interactions that were over the defined Service Level.

Short Abandon

Number of interactions that were short abandoned.

Short Abandon %

Percent of interactions that were short abandoned.

Abandon – No Short

Number of abandons excluding the short abandons.

Abandon – No Short %

Percent of abandons excluding the short abandons.

Alert

The number of times agents receive an alert for interactions. 

Alert – No Answer

The number of times an agent was alerted to a conversation but did not answer the conversation. 

Note: This metric does not specifically count the number of times an agent was placed in a Not Responding routing status. An agent is transitioned to Not Responding status after a specific alert time threshold for ACD-routed conversations. Alert – No Answer can be incremented for all conversation types for any situation where an alert was not followed by an answer event.

Max Alert

The maximum amount of time an agent was being alerted.

Max Alert – No Answer

The maximum amount of time an agent was being alerted without responding to an interaction.

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 Alert

The minimum amount of time an agent was being alerted.

Min Alert – No Answer

The minimum amount of time an agent was being alerted without responding to an interaction.

Min Handle

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

Total Alert

The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction. 

Total Alert – No Answer

The total number of seconds Genesys Cloud offered an agent an interaction before the agent declined the interaction or the interaction timed out.

Campaign

Column Column Description
Campaign Connect Rate The total number of interactions detected as live voice interactions, divided by the total number of interactions initiated, expressed as a percentage. This is based on the previous 10-minute time interval.
Campaign Name The campaign’s given name.
Compliance Abandon Rate

The percentage of interactions that did not reach the agent within the configured compliance abandon threshold, compared with the configurable interactions subject to the compliance abandon rate. For more information, see Outbound settings, and Outbound abandoned calls.

Contact Abandon

The number of times a contact connected to the platform, but was not connected to an agent within the Compliance Abandon Threshold. For more information about abandoned calls, see Outbound abandoned calls.

Contact Abandon Rate

The percentage of Compliance Abandons divided by total contacts.

Contacts

The number of times a contact connected to an agent.

Dial Abandon Rate

The percentage of Compliance Abandons divided by total dials.

Dials

The number of interactions initiated by the campaign.

Division

The number of campaigns for a specific division.

True Abandon

The number of abandoned interactions that did not reach the agent within the configured compliance abandon threshold. For more information, see Outbound abandoned calls.

True Abandon Rate

The percentage of interactions transferred to the queue that never reached an agent. It usually occurs because the customer ended the interaction.