Agents Performance views overview


Note: This article is about the most recent version of the Agents Performance views. For help with the classic version, see Classic Agents Performance views.

See agent performance, including their metrics, time in statuses, and evaluations. To access agent metrics, click Performance > Agents. This view includes the following related views.

Note: Each view has its own permissions. For permission requirements, see each view’s article.

Multiple agent summary views

These views show information about multiple agents. You can use filters to customize which agents the views show.

Single agent detail views

Click an agent’s name in any of the summary views to see detailed information about that agent. These detail views show information about a single agent. From these views, you can also activate or deactivate agents in queues and view the agent’s schedule.

Customize the views

Where applicable, you can customize these views to show only certain data. For example, you can arrange to see only some columns or only some agents. 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. For more information about the customizations available in each view, see each view’s article. 

Customizations available include:

  • media type
  • date
  • showing or hiding columns
  • rearranging columns
  • filtering by user name
  • filtering by interaction details such as skills and languages
    Note: Real-time updates stop while any interaction detail filters in the Filters pane are active.