Queues Wrap-up detail view - Genesys Cloud Resource Center

Prerequisites

The following permissions:

UI > Supervisor Queue Details > View
Analytics > Conversation Aggregate > View
UI > Supervisor Wrap Up Performance > View

The Queues Wrap-Up Detail view displays exportable wrap-up performance data grouped by the queue. These statistics help supervisors determine queue performance issues with interactions that are set with specific wrap-up codes in one or more queues.

The metrics in each wrap-up code row represent the portion of the interaction where the wrap-up code was selected. For example, Queue-1 answers and then transfers an interaction to Queue-2. Alex then sets a wrap-up code of Transfer to Sales. Blake accepts the transfer and interacts with the customer. The customer ends the call. Blake then sets a wrap-up code of Sale Success. Any metrics associated with Alex’s portion of the interaction appear in the Transfer to Sale wrap-up code row in the Queues Wrap-Up Detail view. Metrics associated with Blake’s portion of the interaction appear in the Sale Success wrap-up code row in his Queues Wrap-Up Detail view.

This view does not update automatically. To see the most current data, click Refresh .

To see the Queues Wrap-Up Detail view:

Click Performance > Workspace > Contact Center > Queue Performance.
From the Queues Performance Summary view, click the queue you want to view.
From the Queues Performance Detail view, click the Wrap-Up tab.
Near the list of queues you selected, click View as group. Genesys Cloud displays the Queues Performance Detail view with aggregate data for the queues that you selected.
To export the aggregate data in the view, click Export .
To save the view with your filter and column settings, click Save .
To export the data in the view, click Export .
To see more details about a queue’s performance, click a queue’s name.
To open the agent’s Performance, Agents, Interactions, or Topics detail views, click the tabs.

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 Queues Wrap-Up 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 metrics by date

Use the date filter to customize analytics views.

Show me

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:

Click the date to display the date filter.
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:

Click the date to display the date filter.
Select a start date and an end date on the calendar, and click the filter arrow .

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.

Filter by media type

To filter by media type, click the Filter icon .
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.

Filter by wrap-up code

To enter the names of wrap-up codes for the information you want to view, click the Filter by wrap-up code(s) search icon . Enter the name of the wrap-up code and select the name from the search results. You can continue to enter and select additional wrap-up codes to add to the view.

Filter by selecting multiple wrap-up codes

You can select multiple wrap-up codes to filter by.

In the wrap-up code's row, select the check box.
Continue selecting wrap-up code check boxes to add to filters.
Click Add to filters.

Note: The Filter by wrap-up code(s) option is only available when working with a single queue.

Filter by queue

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

Note: Filter by queue is only available when you first work on queue performance and use the View as group feature to include multiple queues in the queue wrap-up detail view.

Filter by selecting multiple queues

You can select multiple queues to filter by.

In the queues row, select the check box.
Select the appropriate queue checkboxes to add them to the filters.
Click Add to filters.

Show or hide chart

Data in the view can be displayed in a chart. To view the chart, click the Show/Hide chart icon .

Show, hide, and rearrange columns

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.

For more information about the metrics shown in the columns, see the Available Columns section in this article.

View a graph of a metric

The top of the view displays the totals for your selected date range. To display a graph of a metric per interval within the date range, select a metric in the totals row.

In the graph:

View the metrics by interval for the selected metric.
View the highest and lowest intervals for the selected date range, as shown by and above the bars.
View talk, hold, and ACW metrics in relation to handle metrics.
To see numeric information, hover over the bars.

Filter by interaction details

To filter by information about the interaction, click the Filter , and then search or scroll to select the filter you want to use.

Interaction filters

Filter	Description
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.
DNIS	Displays information for interactions with the selected DNIS numbers. Enter only the DNIS number, including the country code. For example, enter 13172223333. Do not include other characters such as +, -, or ( ). Enter the full DNIS number, such as 13172223333. The filter cannot search for a partial DNIS number. Filter for multiple numbers at one time by entering other numbers and searching again.
Session DNIS	Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction. Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ). You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search. Filter for multiple numbers at one time by entering other numbers and searching again.
Direction	Displays information about interactions of the selected directions.
Initial Direction	Displays information about interactions with the selected initial direction.
User	Displays information associated with the selected users. Filter for multiple users at one time by entering other users and searching again. To see and select inactive users in the User filter search, select Include inactive users. To see and select deleted users in the User filter search, select Include deleted users.
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.
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.

Filter by outbound details

To filter by outbound information about the interaction:

Click the Filter .
Click the Outbound tab.
Search or scroll to select the filter that you want to use.

Outbound filters

Filter	Description
Campaign Name	Displays interactions associated with the selected campaigns. When you type a campaign name, the suggested campaigns are displayed with their campaign types, Voice, Email, or SMS. Email campaign type: Display interactions for multiple campaigns by entering other campaign names and searching again.
Contact List	Displays interactions associated with the selected contact lists.
Contact ID	Displays interactions associated with the selected contact IDs.

Filter by journey details

To filter by information about the Predictive Engagement journey details of the interaction:

Click Filter .
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.

Available columns

Your customizations determine the metric columns that the view shows.

Available columns

Column	Description
Wrap-up	Displays the name of the wrap-up code that includes data for the queue and interval.
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 In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.
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
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 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 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.
Hold	The number of interactions with holds.
% Handle	The percentage of interactions assigned the wrap-up code in relation to the total interactions for the selected dates and media type, for the selected agent. Calculated by (Handle for wrap-up code / total interactions for the selected date and media type for the selected agent)
% Total Handle	The percentage of the total length of the interactions assigned the wrap-up code in relation to the total length of interactions for the selected dates and media type, for the selected agent. Calculated by (Total Handle for the wrap-up code / total length of interactions for the selected dates and media type, for the selected agent)
% Total Talk Time	The talk time for a wrap-up code in relation to the total talk time for the selected dates. Calculated by (Total Talk Time for a wrap-up code / Total Talk 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.
Max ACW	The maximum amount of time spent on after call work for the selected interval.
Min ACW	The minimum amount of time spent on after call work for the selected interval.
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 Handle	The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
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.
Max Talk	The maximum amount of time spent interacting for the selected interval.
Min Talk	The minimum amount of time spent interacting for the selected interval.
Max Hold	The maximum amount of time spent on hold for the selected interval.
Min Hold	The minimum amount of time spent on hold for the selected interval.