Agents Performance Summary view

Prerequisites

The following permissions:

  • Analytics > Conversation Aggregate > View 
  • AnalyticsData Export All
  • Directory > User > View
  •  UISupervisor Agent Details > View  
  • AuthorizationRoleView (to filter agent list by Role)
  • OAuthTokenDelete (to log an agent out of Genesys Cloud)
  • Telephony > StationDisassociate (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 current status data for agents, even if you use the date filter to show historical data in the other columns.

    Workforce engagement for PureConnect and Genesys Engage users

    The following Genesys Cloud features are not available to users from the PureConnect and Genesys Engage platforms:

    • Filter by journey
    • Change an agent’s status
    • Disassociate an agent from a station

    Users from those platforms can supplement or replace their platform’s workforce engagement features with the robust and scalable features available in Genesys Cloud. For more information about how customers from those platforms use Genesys Cloud features, see the Genesys Cloud Workforce Engagement for PureConnect Solution Guide and the Workforce Engagement Management for Genesys Engage Solution Guide.

    To see the view, click Performance > Agents.

    This view updates automatically except when you use filters from the Filters pane. To see the most current data, click Refresh 

    To save the view with your filter and column settings, click Save .

    To export the data in the view, click Export .

    From the summary view, you can access other Agents Performance views. For example, click an agent 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. 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. 

    Filter by users to populate the summary row with aggregate data about those users.

    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:

    1. Click the date to display the date filter.
    2. In the Presets list, select a preset date option.

    Date presets

    Presets Description
    Current interval

    Shows data for the current 30-minute time period.

    Note: Because Detail views include Interval in the data grid, the Current interval preset is not displayed for these views.

    Today Shows data for the time period that includes the current interval.
    Yesterday Shows data for the previous day.
    This week Shows data for a Sunday through Saturday time period.
    Last week Shows data for the previous week, Sunday through Saturday.
    Previous 7 days Shows data for the previous seven days.
    This month Shows data for the current month, with no extra days.
    This month by week Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
    Last month Shows data for the previous calendar month with no extra days.
    Previous 30 days Shows data for the previous 30 days.
    Previous 3 months Shows data for the previous 3 months.
    Interval

    Shows data for a 30-minute time period.

    Note: Because Detail views include Interval in the data grid, the Interval preset is not displayed for these views.

    Day Shows data for a single 24-hour day.
    Week Shows data for a Sunday through Saturday time period.
    Month Shows data for the exact month with no extra days. If the current month is selected, you will see the data up to the current date.
    Month by Week Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

     

    To use a custom date range to filter metrics, complete the following steps:

    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.
      Date picker apply

     

    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.

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

    The selected media type icon is displayed above the column headers. 

    Note: The available media types may vary from those shown above.

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

    To rearrange columns, click a column header and drag it.

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

    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, 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. 

    1. In the user's row, select the check box.
    2. Continue selecting user check boxes to add to filters. 
    3. 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 by information about the interaction, click Filters , 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.

    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.

       
    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.

    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

    Feature coming soon

    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 is displayed with the associated organization name. 

    Filter for multiple external contacts at one time by entering another contact and searching again.

    External Organization

    Feature coming soon

    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 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.

    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 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.

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

    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.

    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 columns

    Your customizations determine which metric columns the view shows.

    Real-time columns

    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.

    This column is not included in an exported CSV file or PDF report.

    Status

    The current primary status of an agent, such as Available, Away, or Busy.

    This column is not included in an exported CSV file or PDF report.

    Secondary Status

    The current secondary status of an agent. If there is no secondary status, then this column displays the agent's primary status. 

    This column is not included in an exported CSV file or PDF report.

    Time in Routing Status

    The amount of time agents have been in their current routing status.

    This column is not included in an exported CSV file or PDF report.

    Routing Status

    The current routing status of an agent.

    This column is not included in an exported CSV file or PDF report.

    Skills

    The routing skills and languages assigned to an agent. 

    This column is not included in an exported CSV file or PDF report.

    Station

    Icon that shows if an agent is associated with a station. Hover over the icon to display the Station Name.

    This column is not included in an exported CSV file or PDF report.

    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

    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.

    This column is not included in an exported CSV file or PDF report.

     

    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.

    This column is not included in an exported CSV file or PDF report.

    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. 

     

    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

    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 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)

    Total Talk

    Amount of time spent interacting on a media type.

    Total Hold

    The cumulative hold time for all interactions.

     
    Total ACW

    The total time spent in after-call work (ACW). 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 the agent did not answer an offered interaction while On Queue or Interacting.  While Not Responding, the agent does not receive new interactions, but the agent could still be handling and completing other previous interactions.

    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. 

    Inbound Media

    The count of inbound media for 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

    Feature coming soon

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

    Feature coming soon

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