My Status view - Genesys Cloud Resource Center

Prerequisites

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 .

View your status data

Click Performance > Workspace > 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.

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

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.

Filter metrics by date

Use the date filter to customize analytics views.

Show me

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

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

Click the date to display the date filter.
Under KEY DATE select Transcript Start or Conversation Start.
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:

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.

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 columns, click and then search or scroll to select the columns you want to view.

The My Status 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:

Click +.
In the Table Columns pane, hover over the table column header name you want to move.
Click the up or down arrows.

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

Available columns

Your customizations determine which metric columns the view shows.

Available columns

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.