Queues Activity Summary view

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 

To open the Queues Activity Summary view and see real-time statistics for all queues at the same time, click Performance > Workspace > Contact Center > Queue Activity. This view updates in real time. This view performs a live update on the displayed data. If the data does not appear to update in real time, click Refresh to resync the view. 

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

Available columns

To view the available columns, see the Queues Activity Summary view section in the View available columns in performance views by category article.

To view the consolidated list of available columns in the performance views, see Consolidated view of available columns in performance views.

To view the list of available columns in the performance views by category, see View available columns in performance views by category.

Access other views from the Queues Activity Summary view:

For more information about seeing statistics for only the queues you are a member of, see My Queues Activity view.

Customize the view

Customize the Queues Activity Summary view so that it shows only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. Your customizations remain as you leave and return to a view. You can also save your filter and column settings as a saved view to switch between different data of interest in the same view. 

  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.

Icon Media Type
All All media types
Voice media type Voice
callback media type Callback 
chat media type Chat
email media type Email
messages media type Messages

To enter names of queues you want to view, click the Filter queue(s) search icon . Enter the name of the queue and select the queue from the search results. You can continue to enter and select additional queues to add to the view.

Filter by selecting multiple queues

You can select multiple queues to filter by. 

  1. In the queue's row, select the check box.
  2. Continue selecting queue check boxes to add to filters. 
  3. Click Add to filters.

To populate the summary row above the queue rows to see the aggregate metrics for multiple queues, search for and select multiple queues. The summary row then displays the aggregate metrics for the selected 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 enter names of queues you want to view, click the Filter queue(s) search icon . Enter the name of the queue and select the queue from the search results. You can continue to enter and select additional queues to add to the view.

      Filter by selecting multiple queues

      You can select multiple queues to filter by. 

      1. In the queue's row, select the check box.
      2. Continue selecting queue check boxes to add to filters. 
      3. Click Add to filters.

      To collapse or expand the summary row in the view, to the right of the summary row, click Collapse  or Expand . 

      Note: The summary row can populate aggregate data for up to 50 queues at once. Due to technical limitations, Genesys Cloud does not display aggregate data for user routing statuses in the summary row. Instead, those columns display N/A.

      Interpret counts in the Queues Activity view

      In both the 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.