Agents Performance Summary view
The following permissions:
- Analytics > Conversation Aggregate > View
- Analytics > Data Export > All
- Analytics > Speech and Text Analytics Aggregates > View
- Directory > User > View
- UI > Supervisor Agent Details > View
- Groups > Work Team > View (to filter by Work Team)
- Authorization > Role > View (to filter agent list by Role)
- OAuth > Token > Delete (to log an agent out of Genesys Cloud)
- Telephony > Station > Disassociate (to disassociate an agent from a station)
The Agents Performance Summary view displays current and historical metrics and data about agents. Its real-time columns always display the current status data for agents, even if you use the date filter to show historical data in the other columns.
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.
| To | Do this |
|---|---|
| Display the view | Click Performance > Workspace > Contact Center > Agent Performance. |
| Filter by a collection of users, by name, division, group, role, or location |
Click the Filter user(s) search icon in the top left. For more information, see Filter by user or collection of users in the Customize the view section below. Note:
|
| Customize the view using interaction filters | Click the Toggle filters panel icon in the top right. For more information about the available filters and columns, see the below sections. Note: You can combine the interaction filters with user filters. |
| Modify the columns that appear in the view | See Show, hide, and rearrange columns section. |
| Refresh the view | Click Refresh The view updates automatically except when you use filters in the Filters pane. Refresh to display the most current data. |
| Save the view with your filter and column settings | Click Save . |
| Export the data in the view | Click Export . |
| Access other Agents Performance views | For example, click an agent name to see the Agents Performance Detail view. Note: Each view has its own permissions. For permission requirements, see each view’s article. |
Customize the view
To show only certain data, customize the Agents Performance Summary view using any combination of filters and by hiding, showing, or rearranging columns. 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.
You can combine user/group/role/division/location filters with interaction filters. For example, you can specify the Agent role in the user search at the top left of the view:
and then filter by the Marketing queue using the interaction filters at the top right of the view:
can filter the Agents Performance Summary view by any of the following:
- Date
- User or collection of users, based on user name, division name, group name, role, or location
- Media type
- Interaction details
- Predictive Engagement journey details
- External contacts
In addition to the filter customizations, you can specify the columns to display and choose to show or hide the chart.
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.
- 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, and if you select callback, the voice interaction will be deselected.
The selected media type icon is displayed above the column headers.
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.
To enter names of users you want to view, click the Filter user(s) search icon . Genesys Cloud populates the summary row with aggregate data about those users. You can filter by a User name, Division name, Group name, Work Team name, Role, or a Location. As you enter a name, the suggested names are displayed in the search results with the filtering type on the right. When entering a user name, you can also select the Reports to filtering type, to display the user's direct reports. You can continue to enter and select additional users to add to the view.
Filter by selecting multiple users
You can select multiple users to filter by.
- In the user's row, select the check box.
- Continue selecting user check boxes to add to filters.
- Click Add to filters.
To use the summary row to see aggregate metrics for multiple users, search for and select multiple users. The summary row then shows aggregate metrics for the selected users.
View aggregate data
To view aggregate data for several users, filter for multiple users and click View as group. Genesys Cloud displays the Agents Performance Detail view with aggregate data for the users you selected. Use the Back arrow icon to return to the Agents Performance Summary view.
To filter the agent list by user type, in the top left-hand corner, choose any one of the required user types from the Active Users filter:
- Active Users (Default) – To filter only the active agents in the organization from the agent list.
- Inactive Users – To filter only the inactive agents in the organization from the agent list.
- Active and Inactive Users – To filter both the active and inactive agents in the organization from the agent list.
- Deleted Users – To filter only the deleted agents in the organization from the agent list.
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:
- Click Filter .
- 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 Filter .
- 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 Summary view, hover over the presence dot beside an agent’s name.
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 Summary view, hover over the presence dot beside an agent’s name.
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 Summary view, hover over the presence dot beside an agent’s name.
To disassociate an agent from the station, click Disassociate Station.
Available columns
Your customizations determine the metric columns that the view shows.
Real-time columns
- Time in Status
- Status
- Secondary Status
- Routing Status
- Time in Routing Status
- Station
- Media Types
- Role
- Interactions
- Duration / Duration 2 / Duration 3
- Adherence
- Adherence Duration
- Scheduled Activity
These columns always show current, real-time data, even if you use the date filter to show historical data.
| Column | Description |
|---|---|
| Column | Description |
| Time in Status |
The amount of time agents have been in their current primary status. |
| Status |
The current primary status of an agent, such as Available, Away, or Busy. |
| Secondary Status |
The current secondary status of an agent. If there is no secondary status, then this column displays the agent's primary status. |
| Time in Routing Status |
The amount of time agents have been in their current routing status. |
| Routing Status |
The current routing status of an agent. |
| Skills |
The routing skills and languages assigned to an agent. |
| Station | Icon that shows if an agent is associated with a station. Hover over the icon to display the Station Name. |
| Division | Displays the name of a division that an agent or queue belongs to. For more information, see About access control. |
| Agent | The full name for the user. |
| ID | Unique system ID for the user. |
Email address configured for the user. |
|
| Group | Official Genesys Cloud groups that the user is part of. |
| Role | Roles within Genesys Cloud that the user is assigned. |
| Reports To | The manager as defined for the user within Genesys Cloud. |
| Location | Location for the user as defined in Genesys Cloud. |
| Media Types | The media types an agent is permitted to handle, such as voice, callback, chat, email, and message. |
| Title | Title of the user as defined within Genesys Cloud. |
| Department | Department of the user as defined within Genesys Cloud. |
| Primary Phone | Phone number for the user as defined in Genesys Cloud. |
| Adherence Status | The current adherence status of the user, including In Adherence, Out of Adherence, Unscheduled, Ignored, or Unknown. |
| Scheduled Activity | The activity for which the user is currently scheduled, including On Queue Work, Break, Meal, Meeting, Off Queue Work, Time Off, Training, Unavailable, or Unscheduled. |
| Adherence Duration | The amount of time represented in days, hours, minutes, and seconds, of the adherence exception. |
| Interactions | The number of interactions assigned to the queue that agents are currently interacting with. |
|
Duration Duration 2 Duration 3 |
The amount of time an agent has been working on an interaction. If an agent is working multiple interactions, then Genesys Cloud displays each interaction's duration in a separate column labeled Duration 2 or Duration 3. |
Metrics
These metrics represent data for the dates that you selected for the view.
| Metric | Description |
|---|---|
| Metric | Description |
| 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. |
| 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. |
| Transferred | 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. |
| Division | Displays the name of a division that an agent or queue belongs to. For more information, see About access control. |
| 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. |
| 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 |
|
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 sessions where user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect. |
Historical data columns
These columns show current if you use the date filter to show the current date. If you use the date filter to show a past date, then these columns display historical data.
| Column | Description |
|---|---|
| Column | Description |
| 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. |
| 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. |
| Held | The number of interactions with holds. |
| Transferred | 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. |
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. |
