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 .
View your status data
- Click Performance > Workspace > My Performance.
- Click the Statuses tab.
- 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.
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:
- Click the date to display the date filter.
- In the Presets list, select a preset date option.
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.
|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.|
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.
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.
Your customizations determine which metric columns the view shows.
The total amount of time a user is logged in for the specified period.
The On Queue metric represents the number of agents that are on queue for a specific queue.
This routing status represents agents who are On Queue and able to take interactions but are not currently working with interactions.
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.
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.
The time spent in the Available status for the specified period.
The time spent in the Busy status for the specified period.
The time spent in the Away status for the specified period.
The time spent in the Meeting status for the specified period.
The time spent in the Break status for the specified period.
The time spent in the Meal status for the specified period.
The time spent in the Training status for the specified period.
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 “Include non-ACD conversations” when they configured agent utilization.
The time that the agent was handling interactions.
The time the user first logged in on this date. If the field is blank, then the user did not log in this day. Data in this column in limited to a one-month date range.
The last time the user logged out on this date. If the field is blank, then the user did not log out this day. Data in this column in limited to a one-month date range.
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.
|Primary Status Off Queue %||
The percentage of time that an agent spent off queue. For example, in the Available, Away, and Busy statuses.
|Primary Status On Queue %||
The percentage of time that an agent spent on queue. For example, in the Interacting, Idle, and Not Responding statuses.
|ACD Status Interacting %||
The percentage of on-queue time that an agent spent in the Interacting status, calculated by:
Interacting / (INTERACTING + IDLE + NOT RESPONDING) * 100
|ACD Status Idle %||
The percentage that an agent spent in the idle status, calculated by:
Idle / (INTERACTING + IDLE + NOT RESPONDING) * 100
This routing status represents agents who are On Queue and able to take interactions but are not working with interactions.
|ACD Status Not Responding %||
The percentage of time that an agent spent in the Not Responding status, calculated by:
Not Responding / (INTERACTING + IDLE + NOT RESPONDING) * 100
The percentage of time that call agents spend handling interactions against the available or idle time calculated by:
percent; (total time in "Interacting" routing status / (total time in “idle”, “interacting”, and “communicating” routing statuses in interval)) * 100; range: 0-100%