Agents Performance Detail view
The following permissions:
- Analytics > Conversation Aggregate > View
- Analytics > Data Export > All
- Analytics > Speech and Text Analytics Aggregates > View
- Directory > User > View
- Routing > Queue > Join or Routing > QueueMember > Manage (to activate and deactivate agents)
- UI > Supervisor Agent Details > View
- Groups > Work Team > View (to filter by Work Team)
- OAuth > Token > Delete (to log an agent out of Genesys Cloud)
- Telephony > Station > Disassociate (to disassociate an agent from a station)
View detailed performance metrics for an agent or a group of agents including a summary row of data for the dates displayed. This view updates automatically except when you use filters from the Filters pane.
This view performs live updates to the data in the real-time columns when the following occurs:
- If you view a date range that includes the current interval such as today, this month, and more.
- If you apply a filter other than media type or user.
This view does not perform live updates to data if you view a historical date range that does not include the current interval.
To see the most current data, click Refresh .
Available columns
To view the available columns, see the Agents Performance Detail view section in the View available columns in performance views by category article.
To view the consolidated list of available columns in the performance views, see Consolidated view of available columns in performance views.
To view the list of available columns in the performance views by category, see View available columns in performance views by category.
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 data for an agent
- Click Performance > Workspace > Contact Center > Agent Performance.
- From the Agents Performance Summary view, click an agent’s name. The Agent’s Performance Detail view displays.
- To save the view with your filter and column settings, click Save .
- To export the data in the view, click Export .
- To open the agent’s Status Summary, Evaluations, Interactions, Queues, Wrap-Up, or Schedule detail views, click the tabs.
View aggregate data for a group of agents
- Click Performance > Workspace > Agent Performance.
- From the Agents Performance Summary view in the Filter by agent(s) field, search for and select agents for which you want to see data.
- Near the list of agents you selected, click View as group. Genesys Cloud displays the Agents Performance Detail view with aggregate data for the agents that you selected.
- To save the view with your filter and column settings, click Save .
- To export the data in the view, click Export .
- To open the agent group’s Status Summary or Interactions detail views, click the tabs.
Activate agents for queues
Activate and deactivate queues for agents. After you activate a queue for an agent, when the agent’s status is On Queue, the agent receives interactions from that queue. Agents themselves can also choose the queues to work. To activate a queue for an agent, the agent must be a member of that queue.
To activate an agent for a queue from this view:
- Click the Queue Activation icon
. The Queue Activation pane appears. - Search or scroll to select the queues in which you want the agent to work.
- (Optional) To traverse between the pages, use the pagination controls such as Previous
, Next 
, First 
, and Last 
icons.
Note: The list of queues is limited to 500 and the number of queues per page is limited to 25. - Click Update.
For more information, see Activate and deactivate agents in queues.
Customize the view
To show only specific data, customize the agents’ performance detail 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 switch quickly 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 |
|---|---|
| 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.
- To filter by media type, click the Filter icon
. - Select the media type.
- 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. If you select callback, the voice interaction will be deselected.
- The available media types may vary from those shown above.
The selected media type icon is displayed above the column headers. For more information about various media types and their settings, see the Set behavior and thresholds for all interaction types section in the Create and configure queues.
To show or hide columns:
- Click the Pick columns icon on the right side. The Add/Remove Column pane appears.
- (Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z.
- (Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
- (Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle. Click the image to enlarge.
- Search or scroll to select the columns you want to view. Note: You can also use keyboard navigation to choose the columns.
- Click Save. The selected columns appear on the screen. Note: The column selections appear only after saving the changes and do not apply to the table immediately.
To rearrange the 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 columns.
For more information about the metrics shown in the columns, see the Available Columns section in this article.
To filter by information about the interaction, click Toggle filters panel , and then search or scroll to select the filter you want to use.
Interactions filters
| Filter | Description |
|---|---|
| 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. |
| Direction | Displays metrics for interactions of the selected directions. |
| Initial Direction | Displays information about interactions with the selected initial direction. |
| Provider | The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on. |
| 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. |
| 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. |
| 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. |
| 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. |
| 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. |
| Has Media | Only shows interactions that have multimedia content. This filter only appears if you set the media type filter to Message. |
| 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. |
| 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. |
| Social Classification | Displays interactions matching the selected parameters.
|
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.
Data in the view can be displayed in a chart. To view the chart, click the Show/Hide chart icon .
To filter by information about the Predictive Engagement journey details of the interaction:
- Click Toggle filters panel .
- Click the Journey tab.
Journey filters
| Filter | Description |
|---|---|
| Has Customer Journey Data | Displays data for interactions that have customer journey data related to Predictive Engagement. |
| Proactive | Displays data for interactions where Predictive Engagement offered a chat during a customer's website visit based on the Predictive Engagement action map settings. |
To filter by information about External Contact details of the interaction:
- Click Toggle filters panel .
- Click the External Contact tab.
External Contact filters
| Filter | Description |
|---|---|
| External Contact | Displays information about interactions associated with the selected external contact. You can filter for:
When you filter by external contact, the contact name appears with the associated organization name. Filter for multiple external contacts at one time by entering another contact and searching again. Enable Include merged contacts to search all the contacts that relate to the external contacts in the filter. Note: You can associate each merged contact with many individual contact IDs. When you enable the Include merged contacts, all merged contact IDs are automatically added to the search. The search filters are limited to 200 total search dimensions.
For example, if you merge one contact into five other contacts, the search, performed along with the merged contacts, filters a total of six contacts. If an organization heavily uses the merged contacts, a search for a few external contacts can hit the search filter limit. |
| External Organization | Displays information about interactions associated with the selected external organization. You can filter for:
Filter for multiple external organizations at one time by entering another organization and searching again. |
From the Agents Performance Detail view, hover over the agent’s profile picture.
To set the agent's status to Off Queue or On Queue, select On Queue or Off Queue. If you change the status from On Queue to Off Queue, then the agent's status automatically also changes to Available.
To set the agent's user status, select a status from the status drop-down. If the agent's status is On Queue, selecting a user status also sets them to Off Queue.
If the status you select has secondary statuses, select a secondary status in the drop-down below the primary status.
From the Agents Performance Detail view, hover over the agent’s profile picture.
To log out an agent, click Log off. If the agent is On Queue, set the agent's status to Off Queue, and then click Log off.
From the Agents Performance Detail view, hover over the agent’s profile picture.
To disassociate an agent from the station, click Disassociate Station.
