My Performance view

Prerequisites

The following permissions:

  • Analytics > Conversation Aggregate > View permission
  • To activate and deactivate queues: Routing > Queue > Join permission
  • To export view data: Analytics > Data Export > All

View your detailed performance metrics, including a summary row of data for the dates displayed. To see your My Performance view, click Performance > Workspace > My Performance. 

This view updates automatically except when you use filters from the Filters pane. To see the most current data, click Refresh .

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

To export the data in the view, click Export .

Click the tabs to open your My Status, My Evaluations,  My Schedule, and My Development views.

Note: Each view has its own permissions. For permission requirements, see each view’s article.

Activate yourself for queues

Choose which queues to work by activating and deactivating queues. After you activate a queue, when you are On Queue, you receive interactions from that queue. You must be a member of a queue in order to activate or deactivate it. 

To activate or deactivate queues 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 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. 

Use the date filter to customize analytics views.

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

To use a preset to filter metrics, complete the following steps:

  1. Click the date to display the date filter.
  2. Under KEY DATE select Transcript Start or Conversation Start.
  3. 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.

Transcript Start

 Sorts the search results according to when the transcript begins.

Conversation Start

 Sorts the search results according to when the conversation begins.
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.
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. Year filter

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.

  1. To filter by media type, click the Filter icon.
  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, and if you select callback, the voice interaction will be deselected.

The selected media type icon is displayed above the column headers. 

Note: The available media types may vary from those shown above.

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. Reset view

You can select up to 20 topic columns.

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

Interactions filters

Filter Description
ACD

Displays metrics for data that is either associated or not associated with a queue.

Select Yes to filter for data associated with a queue, and No to filter for data not associated with a queue.
Queue

Displays metrics for interactions associated with the selected queues.

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

Displays metrics 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.
Direction Displays metrics for interactions of the selected directions.
Initial Direction

Displays information about interactions with the selected initial direction.
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.

 
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. To get the most current data, click the  Refresh icon.
  • When filtering the interaction information, the metrics change based on the filters used and the list of agents remains the same. 
  • 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.

Available columns

Your customizations determine which metric columns the view shows.

Column Description
Answered

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.
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
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
Avg Dialing
The average amount of time an agent spends dialing and waiting for a contact to answer during outbound interactions.
Calculated by: (total dialing time/ total number of dialing segments)
Avg Contacting

The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.
Calculated by: (total contacting time/ total number of contacting segments)
Total Handle

The total amount of time agents spend 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)
Total Talk

Amount of time spent interacting on a media type.
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. 
Total Dialing

The total amount of time an outbound interaction spends dialing a contact.
Total Contacting

The total amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.
Held

The number of interactions with holds.
Transferred

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. 
Outbound

This metric represents the number of outbound interactions placed on behalf of queue.
Alert – No Answer

The number of times the agent did not answer an offered interaction while On Queue or Interacting.  While Not Responding, the agent does not receive new interactions, but the agent could still be handling and completing other previous interactions.
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.
Alert

The number of times agents receive an alert for interactions. 
Total Alert

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

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

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

 

  Feature coming soon

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. 

  Feature coming soon

Contacting

The number of contacting segments for the agent and interval.

  Feature coming soon

Dialing

The number of dialing segments for the agent and interval.

  Feature coming soon

Max Contacting

The maximum amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.

  Feature coming soon

Max Dialing

The maximum amount of time an outbound interaction spends dialing a contact.

  Feature coming soon

Min Contacting

The minimum amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.

  Feature coming soon

Min Dialing

The minimum amount of time an outbound interaction spends dialing a contact.

  Feature coming soon

Talk

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