Prerequisites

The following permissions:

  • Analytics > Conversation Aggregate > View
  • Analytics > Data Export > All
  • Directory > User > View
  • Routing > Queue > View
  • Routing > Queue > Edit or Routing > QueueMember > Manage (to activate and deactivate agents)
  • UI > Supervisor Agent Details > View
  • UI > Supervisor Queue Details > View  
  • Groups > Team > View (to filter agent list by Work Team) 
  • OAuth > Token > Delete (to log an agent out of Genesys Cloud)
  • Telephony > Station > Disassociate (to disassociate an agent from a station)

      The Queues Agents Detail view allows you to view a summary of metrics related to agents who are a member of a particular queue. This view updates automatically except when you use filters from the Filters pane. To see the most current data, click Refresh . 

      View and work with the Queues Agents Detail view:

      1. Click Performance > Queues, click the Performance tab.
      2. From the Queues Performance Summary view, select a queue. 
      3. From the Queues Performance Detail view, click the Agents tab. 
      4. To view both active and inactive agents in the Queues Agents Detail view at the same time, click the (Inactive) link at the bottom of the view. To hide the inactive agents again, click (Hide inactive).
      5. To view more information about an agent, click the agent’s name to open that agent’s performance detail view.
      6. To save the view with your filter and column settings, click Save .
      7. To export the data in the view, click Export . 
        Note: The export does not include data in the real-time metrics columns. For more information about the real-time metrics columns, see the Available metrics section in this article.

      Activate and deactivate agents for a queue

      In the Queues Agents Detail view, you can activate and deactivate agents who are already members of that queue. While On Queue, agents receive interactions for the activated queues to which they belong. Agents can also activate and deactivate their queues.

      You can bulk activate and deactivate multiple agents or you can individually activate and deactivate an agent for a queue.

      Note: To activate a queue for an agent, the agent must be a member of that queue. For more information about making an agent a member of a queue, see Assign queues to an agent or Edit queue membership in Edit or delete queues. 

      To activate multiple agents for a queue

      1. To view inactive agents, click the (Inactive) link at the bottom of the view. 
      2. In an inactive agent’s row, select the agent’s check box, and continue selecting the agents to activate them. To select all inactive agents, select the check box in the header row.
      3. Click Activate Agents. Agents activated notification popup appears on the top right corner of the screen.
      4. Click OK to dismiss the notification or click Refresh to see the changes.
        Note: Clicking OK does not show any change in the agent list. To see the changes, reload the page.

      To deactivate multiple agents for a queue

      1. In an active agent’s row, select the agent’s check box, and continue selecting the agents to activate them. To select all active agents, select the check box in the header row.
      2. Click Deactivate Agents. Agents deactivated notification popup appears on the top right corner of the screen.
      3. Click OK to dismiss the notification or click Refresh to see the changes.
        Note: Clicking OK does not show any change in the agent list. To see the changes, reload the page.

        To activate an agent for a queue

        1. To view inactive agents, click the (Inactive) link at the bottom of the view. 
        2. In the inactive agent’s row, click More .
        3. Click Activate. An agent activated notification popup appears on the top right corner of the screen.
        4. Click OK to dismiss the notification or click Refresh to see the changes.
          Note: Clicking OK does not show any change in the agent list. To see the changes, reload the page.

        To deactivate an agent for a queue

        1. In the agent’s row, click More .
        2. Click Deactivate. An agent deactivated notification popup appears on the top right corner of the screen.
        3. Click OK to dismiss the notification or click Refresh to see the changes.
          Note: Clicking OK does not show any change in the agent list. To see the changes, reload the page.

          Manage access to Queue Agent detail view based on division permissions

          You can manage access to the Queue Agent 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 Agent 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.

          Click the image to enlarge.

          Queue Agent detail view

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

          Click the image to enlarge.

          Queues Activity Detail view report

          Customize the view

          To show only certain data, customize the queues agents detail 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 quickly switch between different data of interest in the same view. 

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

          Note: The real-time metric columns always show current data, even if you select a past date. To see a list of the real-time metrics in this view, see the Available metrics section in this article.

          Use the date filter to customize analytics views.

          Use presets to filter metrics by date, or configure a custom date range. 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:

          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 3 months Shows data for the previous 3 months. For example, Nov 1 2022 – Jan 31 2023.
          Previous 30 days Shows data for the previous 30 days.
          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 icon.
          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, and if you select callback, the voice interaction will be deselected.

          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 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 Reset view.

          You can select up to 20 topic columns.

          To enter the name of a user you want to view, click the Search for users search icon . Enter the name of the user and select the name from the search results.

          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.

          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

          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

          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 Queues Agents Detail view, hover over the presence dot beside an agent’s name.

          Change an agent's status

          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 Queues Agents 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.

          From the Queues Agents 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.

          Available columns

          Your customizations determine the metric columns that the view shows.

          Real-time metrics

          These metrics update continually and always display current data, even if you select a date from the past.

          Real-time metric Description
          Real-time metric Description
          Presence Displays a colored dot related to the agent’s current status. For more information, see Presence, status, and activity indicators overview and Agent presence, status, and activity indicators. 
          Time in Status The amount of time an agent has been in their current status.
          Status The agent’s current status. For more information, see Presence, status, and activity indicators overview and Agent presence, status, and activity indicators. 
          Secondary Status The agent’s current secondary status. For more information, see Presence, status, and activity indicators overview and Secondary status overview.
          Time in Routing Status The amount of time an agent has been in their current routing status. For more information, see Routing status.
          Routing Status The agent’s current routing status set by the system. For more information, see Routing status.
          Skills The current skills assigned to an agent. For more information, see User skills overview.
          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.
          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
          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 on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
          Total Talk

          The total number of segments where an agent spent time talking/interacting on a conversation
          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 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. 
          Division

          Displays the name of a division that an agent or queue belongs to. For more information, see About access control. 
          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.

           
          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.
          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.

          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. 

           

          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.