Queues Activity Detail view

Feature coming soon: Interaction panel Priority row

Prerequisites

The following permissions:

Analytics > Conversation Aggregate > View
Analytics > Conversation Detail > View
Analytics > Queue Observation > View
Directory > User > View
Routing > Queue > View
UI > Supervisor Queue Details > View
Routing > Queue > Edit or Routing > QueueMember > Manage (to activate and deactivate agents)
UI > Supervisor Status Control > View (to change an agent’s status)
OAuth > Token > Delete (to log an agent out of Genesys Cloud)
Telephony > Station > Disassociate (to disassociate an agent from a station)

Individual access to assignment permissions

Conversation > Call > Assign (to manually assign a call to an agent)
Conversation > Webchat > Assign (to manually assign a chat to an agent)
Conversation > Message > Assign (to manually assign a message to an agent)
Conversation > Callback > Assign (to manually assign a callback to an agent)
Conversation > Email > Assign (to manually assign an email to an agent)
Conversation > Call > Pull (to manually assign a call to yourself)
Conversation > Webchat > Pull (to manually assign a chat to yourself)
Conversation > Message > Pull (to manually assign a message to yourself)
Conversation > Callback > Pull (to manually assign a callback to yourself)
Conversation > Email > Pull (to manually assign an email to yourself)

The Queues Activity Detail view allows you to see real-time information about a specific queue. See a queue’s current interactions, agents, and service levels in one view. Check the number of interactions that are waiting or interacting and the status of agents in that queue. Manually assign waiting interactions in a queue to an available agent. Activate or deactivate agents based on need.

To open a queue’s activity detail view, complete the following steps:

Click Performance > Workspace > Queues Activity.
From the Queues Activity Summary view, click a queue’s name.

Show an example

The information in the Queues Activity Detail view updates in real time. The agent Activate and Deactivate prevent the auto page refresh. When you activate or deactivate an agent, to update the Agent list, click Refresh at the top of the page.

Notes:

Calls that are part of the callback appear as a separate interaction from the callback. These interactions appear as two separate interactions.
The Queues Activity Detail view is based on real-time statistics. The active callback interactions are available for 14 days.
A consult with two agents appears as two separate interactions.
The Waiting list and Interacting lists show a maximum of 100 interactions per media type across both lists. If a media type has more than 100 interactions, then the lists display only 50 interactions for that media type.
The Updated time stamp, at the bottom of the agent panel, indicates the last time the list of agents updated, before applying a filter or clicking Refresh .

Manage access to Queue Activity detail view based on division permissions

You can manage access to the Queue Activity detail view based on the division permissions of the user. You can restrict the managers and team leads from viewing the agent detail or performance information in the Queue Activity detail view. For example, if you have permission for division 1 and division 2 alone, then you can view the detail or performance information of the agent belonging only to division 1 and division 2 alone. You cannot view the agent detail or performance information of other divisions. The details of the agents belonging to other divisions are blurred out.

To enable the division permission, use Developer Tools or your application of choice to make the following API call:

PATCH /api/v2/analytics/reporting/settings

{ “queueAgentAccessObfuscation”: true }

Click the image to enlarge.

On exporting the Queue Activity detail report, the blurred-out agent name displays as REDACTED.

Click the image to enlarge.

Customize the view

To show only certain data, customize the Queues Activity Detail view. For example, you can choose to show only certain columns or filter to see agents in certain statuses. Your customizations remain as you leave and return to a view. You can also save your customizations as a saved view to switch between different data of interest in the same view.

Filter the interactions list by waiting or interacting interactions

To filter the displayed interactions to see only waiting interactions, click the Waiting statistics section.

To filter the displayed interactions to see only interacting interactions, click the Interacting statistics section.

To stop filtering, click the selected filter again.

Sort Waiting and Interacting lists by duration

To sort the Waiting and Interacting lists by duration, click the Duration column header.

In the Waiting list, Genesys Cloud bases duration on the amount of time an interaction has been waiting in the queue.

In the Interacting list, Genesys Cloud displays the time duration since an agent answered the interaction.

Note: If you re-sort the Waiting and Interacting lists by duration, different interactions appear depending on the number of interactions of a media type in the list. For example, if a queue has 140 waiting chats and you sort the list to see the longest waiting interactions, the Waiting list displays the 50 longest waiting chat interactions. If you re-sort to see the shortest waiting interactions, then the list displays the 50 shortest waiting chat interactions.

Manually assign waiting interactions

You can manually assign waiting interactions to on-queue agents, or to yourself.

Manually assign a waiting interaction in a queue to an on-queue agent

From the Queues Activity Detail view, in the Waiting list, find the interactions waiting in the queue.
For a waiting interaction, select the moremenu beside the interaction.
On the menu, select Assign to Other.
In the search box, begin typing the on-queue agent's name. As you enter a name, agent names are displayed in the search results.
Select the agent's name.

For an agent to assign a waiting interaction to themself

From the Queues Activity Detail view, in the Waiting list, find the interactions waiting in the queue.
For a waiting interaction, select the moremenu beside the interaction.
On the menu, select Assign to Self.

Monitor interactions

To monitor an interaction, select the moremenu beside the interaction in the Interacting list.

Then click View Details.

The interaction’s detail page appears. For more information about monitoring an interaction, see Monitor in-progress interactions.

Filter the agents list by routing status.

To filter the agent list to see only agents who are in a specified routing status, click the routing status above the agent list that you want to filter by. For example, click Not Responding to see only agents who are not responding.

To stop filtering, click the selected routing status again.

For more information, see Routing status.

Note: When a status filter is applied, the list of agents is limited to five pages of users.

Filter the agents list by agent details

Search for and filter agents in the agent list by an agent’s name, skills, or language.

Note: Genesys Cloud filters the agent list by agents’ ACD skills or languages, not by the skills or languages listed in their profiles. To add an ACD skill or language to an agent, see Manage ACD skills.

In the Filter user(s) box, type the name, skill, or language that you want to filter the agent list by.
From the list that automatically displays, select a category for the keyword. For example, if you want to filter the agent list to show only agents who speak English, type English, then select in Languages.
If you want to add more filters, repeat the previous steps. You can filter by multiple skills and languages, but you can only filter by one agent name.
To delete a filter, click X next to the filter’s keyword.

Filter the agents list by user statuses

To filter the agent list by an agent’s status, click the up and down arrows beside the Status column heading.

Then select a status from the list. To filter by more than one status, select another status.

Note: To order the agents’ list when filtering by Status, use the Time in column.

Notes:

You can filter by multiple user presence statuses, such as Busy and Meeting, or multiple routing statuses, such as Idle and Not Responding. However, you cannot filter by a combination of presence and routing statuses.
On filtering the agents’ list by user presence or routing status, the list of agents gets updated in real time as agent statuses go in and out of the selected filters.
When filtering by Status, the Agent column arrows are not available for ordering the agents’ list. Use the Time in column to order the agents’ list when filtering by Status.
On applying a status filter, the list of agents is limited to five pages of users.

Show, hide, and rearrange columns in the agents' list

To show or hide topic columns, click 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.

Rearrange the duration columns and rows in the agents' list

When a user is on multiple conversations, Duration columns can be displayed, horizontally, to show the duration time for the interactions from Shortest to longest, or Longest to shortest.

To rearrange the Duration columns in the agents list:

Click the Sort icon to the right of the Duration columns in the table header.
Select either Shortest to longest or Longest to shortest. Here’s an example.

This setting also applies to the interactions listed below an agent when you view more information about an agent’s activity.

View more information about an agent's activity

To see more information about an agent’s current activity, click More details next to that agent’s name. When expanded, the row shows the current activity for each of the agent’s interactions, such as Interacting, ACW, or Hold. It also shows how long the interaction has been in that state.

Activate and deactivate agents

Managers can activate and deactivate agents in queues.

Notes:

To activate an agent for a queue, the agent must be a member of that queue.
To view more information about an agent or activate them for a queue, the agent must be in a division granted to you in the Directory > User > View permission. For more information about divisions and access control, see About access control.

After you activate an agent for a queue, when the agent’s status is On Queue, the agent receives interactions from that queue. Agents can also choose the queues to work themselves.

Activate and deactivate agents to and from queues

Click Performance > Workspace > Queues Activity.
Select the appropriate queue.
From either the active agents or inactive agents list, click the more menu beside an agent’s name.
Click either Activate or Deactivate to activate or deactivate the agent for the queue.

Change an agent's status

To change an agent's status, complete the following steps:

Go to Performance > Queues Activity.
Select a queue in which the agent is a member.
From the queue's activity detail 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: The status drop-down does not have an option to change an agent’s status to Out of Office. If an agent’s presence status is Out of Office, it cannot be changed.
If the status you select has secondary statuses, select a secondary status in the drop-down below the primary status.

Log out an agent

From the Queues Activity Detail 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.

Disassociate an agent from a station

From the Queues Activity Detail 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.

Interpret counts in the view

In both the Queue Activity Summary and Detail views, user statuses and routing statuses sometimes add up to more than the total number of agents in the queue. This situation arises when agents change their user status while working with interactions.

For example, agents Bob and Alex are each working with an interaction. Bob changes his status to Break, and Alex changes his status to Meeting, but they both still have a chat interaction. In this situation, the view displays “2” in the Off Queue section, but it also displays “2” in the Interacting section.

Available information

The following information is available in the Queues Activity Detail view.

Interaction panel information

These terms relate to interactions in the queue and are on the left side of the view.

Term	Description
Waiting	Interactions that are in the queue and waiting for an agent to answer them.
Interacting	Interactions that an agent has answered and is working on.
Alerting	The total number of alerting conversations.
Priority	Includes the number that represents the priority score.
Duration	The amount of time since an interaction entered the queue or an agent answered the interaction. In the Waiting list, Genesys Cloud bases duration on the amount of time an interaction has been waiting in the queue. In the Interacting list, Genesys Cloud bases duration on the amount of time since an agent answered the interaction.
Skills	The skills specified for the interaction.
Routing	Whether the system requested a preferred agent during ACD routing for the interaction. Up to 20 agents could be specified for the interaction in the preferred agents routing. If the system did not request a preferred agent, then the column is blank. Note: Depending on the routing method selected for each queue, administrators set up timeout options where, after a set period of time, Genesys Cloud transitions from one routing method to another. For example, the queue starts out by using Preferred Agent Routing, and after some time, transitions to Bullseye Routing, and after another amount of time, transitions to standard routing. Depending on the setup and how long it takes for an interaction to be answered, different combinations are listed.
Agent	The agent who is working on the interaction.
Service Level	Service level target is a contact center performance statistic expressed as “X percent of contacts answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues. Note: In the skill group row, the Service Level target displays a -. To view individual queue service level target values for each queue, click the + to expand the row. The service level percentage is the percentage of interactions that meet your contact center's service level target. Calculated by: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions)100 Note: In the skill group row, the Service Level % displays a -. To view individual queue service level % values for each queue, click the + to expand the row. Include Flowouts in Calculation* Admins can also choose to include flow-outs in the calculation. For more information, see Configure the service level calculation. If you include flow-outs, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions+ number of flow-outs)100 Note: Any interactions that leave a queue without an agent handling or transferring the interaction, including callbacks, count as flow-outs. Callbacks do not count as answered within service level, even if the callback was offered before the Service Level Target was reached. Include Short Abandons in Calculation* Admins can also choose to include short abandons in the calculation. For more information, see Configure the service level calculation. If you include short abandons, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions - number of short abandoned interactions) 100. Include Abandons in Calculation* The default service level calculation includes abandoned interactions. Admins can also choose to exclude abandons in the calculation. For more information, see Configure the service level calculation. If you exclude abandons, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions) *100.
Abandon %	The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner. Calculated by: (Abandoned Count / Offered Count) * 100
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Time to Answer / Number Answered

Agent panel information

These terms relate to agents in the queue and are on the right side of the view.

Term	Description
On Queue	The On Queue metric represents the number of agents that are on queue for a specific queue.
Off Queue	Off Queue represents the number of agents that are off queue for a specific queue. These agents are in another status, such as Available, Busy, or Meeting. Agents in the Out of Office and Offline statuses are not included in this number.
Presence indicators	Indicates the number of agents off queue and in a particular status: green (Available), yellow (Away, Break, Meal, or Training), or red (Busy or Meeting).
Interacting	The number of agents working with interactions. This number includes agents completing after call work.
Communicating	The agent is on a non-ACD call, and, in relation to agent utilization and call routing, Genesys Cloud treats the non-ACD call like an ACD call. For example, administrators could configure agent utilization so Genesys Cloud does not route new interactions to agents while they are on an ACD or non-ACD call. This status only appears if administrators have selected “Include non-ACD conversations” when they configured agent utilization.
Idle	The amount of time an agent spends in the Idle routing status. This routing status represents agents who are On Queue and able to take interactions but are not currently working with interactions.
Not Responding	An agent was On Queue or Interacting and did not answer an offered interaction. The agent could still be handling and completing other previous interactions. While Not Responding, the agent does not receive new interactions.

Agent list columns

Column	Description
Agent	The name of the agent in the queue. To open that agent’s Performance Detail view, click the agent’s name. Note: To view more information about an agent, the agent must be in a division granted to you in the Directory > User > View permission. For more information about divisions and access control, see About access control. To order the Agent column by name, use the up and down arrows. When filtering by Status, the Agent column arrows are not available. Use the Time in column to order the agents’ list when filtering by Status.
Duration, Duration 2, and 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. If the interaction is on hold or in after call work (ACW), then the column also displays the amount of time that the interaction has been in either the hold or ACW state. ACW duration appears beside the ACW icon, and Hold time appears beside the Hold icon. The color of the interaction icon and duration time indicates whether the interaction belongs to this specific queue. A black icon means that the interaction belongs to this queue. A gray icon means that the interaction does not belong this queue, for example, the interaction belongs to another queue. Duration information can be delayed during periods of high system volume. Click the Refresh button at the top of the page if the duration value is missing.
Interactions	The current number of interactions that an agent has, including interactions in Alerting, Interacting, Hold, and ACW.
Presence	Indicates the agent’s presence: green (Available), yellow (Away, Break, Meal, or Training), red (Busy or Meeting), blue (On Queue, Interacting, Not Responding, or Idle), pink (Out of Office), or gray (Offline).
Skills	The skills an agent has assigned to them.
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.
Status	The agent’s current status.
Time in	The number of times the agents are in their current status. When filtering by Status, use the Time in column up and down arrows to order the agents’ list.