My Status view
The following permissions:
- Analytics > User Aggregate > View
- To activate and deactivate queues: Routing > Queue > Join
- To export view data: Analytics > Data Export > All
To access the Login and Logout columns:
- Analytics > User Detail > View
The My Status view displays real-time information about your statuses, including the length of time that you stayed in each status. Data in the columns updates when you leave 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:
- 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.
View your status data
- Click Performance > Workspace > My Performance > My Status.
- 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 Performance, My Evaluations, My Schedule, and My Development views.
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
Customize the 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:
- To display the date filter, click the date.
- 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:
- 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.
Data in the view can be displayed in a chart. To view the chart, click the Show/Hide chart icon .
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.
The My Status 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:
- Click the Pick columns icon .
- In the Table Columns pane, hover over the table column header name you want to move.
- Click the up or down arrows.
Available columns
Your customizations determine which metric columns the view shows.
| Column | Description |
|---|---|
| Available | The time spent in the Available status for the specified period. |
| Away | The time spent in the Away status for the specified period. |
| Break | The time spent in the Break status for the specified period. |
| Busy | The time spent in the Busy 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 “Block calls when on a non-ACD call (excludes transfers)” within the agent utilization configuration. |
| 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. |
| Idle % | The percentage of the Total ACD time that is spent in Idle. |
| Interacting | The time that the agent was handling interactions. |
| Interacting % | The percentage of time spent in the Interacting statuses out of all ACD time, where ACD time is the sum of time spent in the Interacting, Idle, and Not Responding statuses. |
| Interval | Shows the time interval of the data. |
| 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. |
| Logged in | The total amount of time a user is logged in for the specified period. |
| Meal | The time spent in the Meal status for the specified period. |
| Meeting | The time spent in the Meeting status for the specified period. |
| 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. |
| Not Responding % | The percentage of the Total ACD time that is spent in Not Responding. |
| 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% |
| Off Queue | Off Queue represents the number of agents that are off queue for a specific queue. These agents are in another status, such as Available, Busy, Away, Break, Meal, Meeting, or Training. Agents in the Out of Office and Offline statuses are not included in this number. |
| Off Queue % | The percentage of the Logged In time that is spent Off Queue. |
| On Queue | The On Queue metric represents the number of agents that are on queue for a specific queue. |
| On Queue % | The percentage of the Logged In time that is spent On Queue. |
| 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. |
| 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. |
| Training | The time spent in the Training status for the specified period. |
