Genesys Cloud FedRAMP region
Introducing new digital-focused views in Genesys Cloud

Announced on Effective date
2024-06-19 -

In a future release, Genesys Cloud will introduce new digital-focused views. These views will provide managers and supervisors of digitally focused contact centers with a user-friendly set of tools. These tools offer detailed insights into key performance indicators (KPIs) that relate to digital interactions and the agents who handle them. These views build upon the existing Interactions View, Queue Performance View, and Agent Performance View.

The new digital-focused views will equip managers and supervisors with essential performance metrics for queues and agents handling digital interactions. These views will enhance the existing Interactions View, Queue Performance View, and Agent Performance View by incorporating new default columns specific to digital interactions, while retaining all other data, columns, and interactivity features.

New view category

A new view category, Digital, will be added to the Performance Workspace. This expandable category will include four new views:

  • Email Agent Performance
  • Email Queue Performance
  • Message Agent Performance
  • Message Queue Performance

The Email Agent Performance and Message Agent Performance views will be subviews under Agent Performance, with default columns tailored to agents managing email and messaging interactions. Similarly, the Email Queue Performance and Message Queue Performance views will be subviews under Queue Performance, featuring default columns relevant to queues that handle email and messaging interactions.

Benefits

  • Enhanced discoverability: Easily find and use the new digital-focused views within the Performance Workspace.
  • Targeted insights: Gain access to detailed KPIs and metrics specific to digital interactions, improving the management of digital contact center operations.
  • Optimized performance tracking: Monitor and evaluate the performance of agents and queues handling digital interactions with views customized to your needs.

This enhancement will streamline the oversight of digital interactions, helping to ensure optimal performance and efficient management within digital contact centers.

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Email Agent Performance View

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Email Queue Performance View

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Message Agent Performance View

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Message Queue Performance View