My Performance view - Genesys Cloud Resource Center

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 > My Performance.

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:

Click Performance > Workspace.
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.

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:

Click the Queue Activation icon .
Select the queues you want the agent to work.
Click Update.

Customize the view

To show only certain data, customize the 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.

Filter metrics by date

To customize analytics views, use the date filter.

Show me

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:

To display the date filter, click the date.
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 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:

Click the date to display the date filter.
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.

Filter by media type

To filter by media type, click the Filter icon .
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.

Show or hide chart

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

Show, hide, and rearrange columns

To show or hide topic columns, click the Pick columns icon on the right side 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.

Filter by interaction details

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.
Station Errors	A subset of error codes specific to station errors. For more information, see Station errors.

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 the metric columns that the view shows.

Available columns

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 Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.
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 on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.
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 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.
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
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.
Contacting	The number of contacting segments for the agent and interval.
Dialing	The number of dialing segments for the agent and interval.
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.
Max Dialing	The maximum amount of time an outbound interaction spends dialing a contact.
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.
Min Dialing	The minimum amount of time an outbound interaction spends dialing a contact.
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.