Prerequisites

The following permissions: 

  • Analytics > Conversation Aggregate > View 
  • AnalyticsData Export All 
  • AnalyticsSpeech and Text Analytics Aggregates > View 
  • Directory > User > View
  • Routing > QueueJoin or Routing > QueueMember > Manage (to activate and deactivate agents)
  • UISupervisor Agent Details > View 
  • Groups > TeamView (to filter by Work Team) 
  • OAuthTokenDelete (to log an agent out of Genesys Cloud)
  • Telephony > StationDisassociate (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.

    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:

    1. Click Performance > Workspace.
    2. 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

    1. Click Performance > Workspace > Contact Center > Agent Performance
    2. From the Agents Performance Summary view, click an agent’s name. The Agent’s Performance Detail view displays. 
    3. To save the view with your filter and column settings, click Save .
    4. To export the data in the view, click Export .
    5. To open the agent’s Status Summary, Evaluations, InteractionsQueuesWrap-Up, or Schedule detail views, click the tabs.

    View aggregate data for a group of agents

    1. Click Performance > Workspace > Agent Performance.
    2. 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.
    3. 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. 
    4. To save the view with your filter and column settings, click Save .
    5. To export the data in the view, click Export .
    6. To open the agent group’s Status Summary or Interactions detail views, click the tabs.
    Note: Each view has its own permissions. For permission requirements, see each view’s article.

    Activate agents in 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 can also choose the queues to work themselves. 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:

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

    For more information, see Activate and deactivate agents in queues.

    Note: You cannot activate agents in queues when the Agents Performance Detail view shows aggregate data for agent groups.

    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 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:

    1. To display the date filter, click the date.
    2. 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:

    1. Click the date to display the date filter.
    2. 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.

    1. To filter by media type, click the Filter icon Filter button.
    2. 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. 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:

    1. Click the Pick columns icon on the right side. The Add/Remove Column pane appears.
    2. (Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z
    3. (Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
    4. (Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle. Click the image to enlarge.

      Sort by options that appear when you add or remove column
    5. Search or scroll to select the columns you want to view.
      Note: You can also use keyboard navigation to choose the columns.
    6. 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 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.

        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:

        1. Click Filter
        2. 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:

        1. Click Filter
        2. 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:

        • Contact name
        • Address
        • Phone number
        • Email address
        • Organization name
        • Custom fields  

        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:

        • Organization name
        • Address
        • Phone number
        • Custom fields

        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.

        Note: You cannot select Out of Office as a status.

        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.

        Important: When you log out an agent, all active connections will be ended.

        From the Agents Performance Detail view, hover over the agent’s profile picture.

        To disassociate an agent from the station, click Disassociate Station.

        Note: Users with Telephony > Station > Disassociate and Directory > User > View are able to disassociate agents from stations even if those agents are not within their divisions.

        Available metrics

        Your customizations determine the metric columns that the view shows.

        Metric Definition
        Metric Definition
        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.

        Error

        The number of errors that occurred on conversations.

        Held

        The number of interactions with holds.

        Transfer

        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. 

        Total Monitor

        Total time that the user spent monitoring interactions.

        Avg Monitor

        Average time that the user spent monitoring interactions.

        Max Monitor

        Maximum time that the user spent monitoring interactions.

        Min Monitor

        Minimum time that the user spent monitoring interactions.

        Monitor

        Number of interactions that were monitored.

        Transfer %

        The number of transfers compared to the total number of interactions answered.

        Calculated by: (# of transfers / interactions answered) * 100

        Min Alert

        The minimum amount of time an agent was being alerted.

        Max Alert

        The maximum amount of time an agent was being alerted.

        Min Alert – No Answer

        The minimum amount of time an agent was being alerted without responding to an interaction.

        Max Alert – No Answer

        The maximum amount of time an agent was being alerted without responding to an interaction.

        Min Handle

        The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.

        Max Handle

        The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.

        Min Talk

        The minimum amount of time spent interacting for the selected interval.

        Max Talk

        The maximum amount of time spent interacting for the selected interval.

        Min Hold

        The minimum amount of time spent on hold for the selected interval.

        Max Hold

        The maximum amount of time spent on hold for the selected interval. 

        Min Answer

        The minimum amount of time an agent spent answering assigned ACD interactions for the selected interval.

        Max Answer

        The maximum amount of time an agent spent answering assigned ACD interactions for the selected interval.

        Min ACW

        The minimum amount of time spent on after call work for the selected interval.

        Max ACW

        The maximum amount of time spent on after call work for the selected interval.

        Blind Transfer

        The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction. 

        Blind Transfer %

        The percentage of interactions an agent answered in one queue and then blind transferred. 

        Consult Transfer

        The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.

        Consult Transfer %

        The percentage of interactions an agent answered in one queue and then consult transferred.

        Avg Hold Handled

        The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held.

        Calculated by: Hold / Total Hold

        Avg ACW Handled

        The average time any interaction spent in ACW. This calculation takes into account all interactions, not just those interactions that had ACW time.

        Calculated by: ACW / Total ACW

        Sentiment Instances

        Number of instances of sentiment in the given interval with the provided filters.

        Avg Sentiment

        Average sentiment score (-100 to 100) in the given interval with the provided filters.

        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 of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.

        Routing

        For an overview of routing methods, see Routing and evaluation methods.

        Column Description
        Bullseye Requested

        The number of interactions in which bullseye routing was requested.

        Bullseye Requested %

        The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.

        Bullseye Used

        The number of answered interactions in which bullseye routing was used.

        Bullseye Used %

        The rate of interactions in which bullseye routing was used in comparison to all answered interactions.

        Conditional Requested

        The number of interactions in which conditional routing was requested.

        Conditional Requested %

        The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.

        Conditional Used

        The number of interactions in which conditional routing was used.

        Conditional Used %

        The rate of interactions in which conditional routing was used in comparison to all answered interactions.
        Last Requested

        The number of answered interactions in which last routing was used. See Last agent handling.

        Last Requested %

        The rate of interactions in which last routing was requested in comparison to all answered interactions. See Last agent handling.

        Last Used

        The number of answered interactions in which last routing was used. See Last agent handling.

        Last Used %

        The rate of interactions in which last routing was used in comparison to all answered interactions. See Last agent handling.

        Manual Used

        The number of answered interactions in which manual routing was used.

        Manual Used %

        The rate of interactions in which manual routing was used in comparison to all answered interactions.

        Predictive Requested

        The number of answered interactions in which predictive routing was requested.

        Predictive Requested %

        The rate of interactions in which predictive routing was requested in comparison with all answered interactions. 

        Predictive Used

        The number of answered interactions in which predictive routing was used. 

        Predictive Used %

        The rate of interactions in which predictive routing was used in comparison with all answered interactions.

        Preferred Requested

        The number of answered interactions in which preferred agent routing was used.

        Preferred Requested %

        The rate of interactions in which preferred agent routing was requested in comparison with all answered interactions.

        Preferred Used

        The number of answered interactions in which preferred agent routing was used.

        Preferred Used %

        The rate of interactions in which preferred agent routing was used in comparison to all answered interactions.

        Standard Requested

        The number of answered interactions in which standard routing was requested. 

        Standard Requested %

        The rate of interactions in which standard routing was requested in comparison to all answered interactions.

        Standard Used

        The number of answered interactions in which standard routing was used.

        Standard Used %

        The rate of interactions in which standard routing was used in comparison to all answered interactions.

        Speech and text analytics

        Column Column Description
        Avg Sentiment

        Average sentiment score (-100 to 100) in the given interval with the provided filters.

        Negative Sentiment Instances

        The number of negative sentiment instances. For more information, see Understand sentiment analysis.

        Positive Sentiment Instances

        The number of positive sentiment instances. For more information, see Understand sentiment analysis.

        Sentiment Instances

        Number of instances of sentiment in the given interval with the provided filters.