Agent topics summary view

PrerequisitesClick to expand

The Agents Topics Summary view displays current and historical metrics and data about agent topics. The data in the topic column changes in relation to the dates/times selected.

In the Agents Topics Summary view, you can view agent data (for example, Average Handle Time) and sentiment data (Average Sentiment Score, Negative Interactions, Negative Interactions %, Neutral Interactions, Neutral Interactions %, Positive Interactions, Positive Interactions %, Sentiment) distributed over time. Also, you can add topics of interest in columns, so that you can make a topic detection comparison between agents. You can hover over the Topic name column header to get information about the topic including Topic Name, Description, and Participants. By looking for outliers in specific topics, you can use this view to identify challenges between agents.

Available columns

To view the available columns, see the Agent topics 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.

Set a default time zone in the workspace

You can set the default time zone in the analytics workspace before viewing any analytics view.

To set the default time zone in the workspace, follow these steps:

Click Performance > Workspace.
On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.

To	Do this
Display the view	Click Performance > Workspace > Speech and Text Analytics > Agent Topics.
Filter by a collection of users, by name, division, group, role, or location	Click Filter User(s) in the top left corner of the screen For more information, see Filter by user or collection of users in the Customize the view section below. You can also combine this filter with an interaction filter.
Customize the view using interaction filters	Click Toggle Filters Panel in the top left corner of the screen. For more information about the available filters and columns, see the sections below. You can also combine the interaction filters with user filters.
Modify the columns that appear in the view	See Show, hide, and rearrange topic columns below.
Refresh the view	Click Refresh . The view updates automatically except when you use filters in the Filters pane. Refresh to display the most current data.
Save the view with your filter and column settings	Click Save .
Export the data in the view	Click Export .
Access the Agent topics detail view	Click an individual agent name.
Access the Agent performance views	Click the performance tab.

Note: Each view has its own permissions. For permission requirements, see each view’s article. For more information, see Agent performance views. Speech and Text Analytics requires 72 hours of inactivity for asynchronous interactions (such as email and messaging) to determine that a conversation has ended. When processing the topic metrics, the system uses the session end time rather than the session start time. The topic metrics are emitted only after the session is classified as ended. Therefore, it takes 72 to 96 hours for the topic reporting to be completely updated after the session end time.

View data for a group of agents

Click Performance > Workspace > Speech and Text Analytics > Agent Topics.
From the Agent Topics view in the Filter by agent(s) field, search for and select agents for which you want to see data.
Next to the list of selected agents, click the View as a group option. Genesys Cloud displays the Agents Performance Detail view with aggregate data for the agents whom you selected.
To save the view with your filter and column settings, click Save .
To export the data in the view, click Export.
To access the other Agents Performance views, click the other tabs.

Customize the view

To show only certain data, customize the Agents Topics Summary view using any combination of filters and by hiding, showing, or rearranging columns. 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 switch quickly between different data of interest in the same view.

More information about customizing the Agents Topics Summary view is available in the following sections.

Note: When the aggregate data is unavailable in the summary row, Genesys Cloud hides the summary row and replaces it with the Summary Row UnavailableUse the search box to filter users message.

Filter metrics by dateClick to expand

To customize analytics views, use the date filter.

Show meClick to expand

To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to one year.

To use a preset to filter metrics, complete the following steps:

To display the date filter, click the date.
In the Presets list, select a preset date option.

Date presets

Presets	Description
Current interval	Shows data for the current 30-minute time period.
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 30 days	Shows data for the previous 30 days.
Previous 3 months	Shows data for the previous three months. For example, Nov 1, 2022 – Jan 31, 2023.
Interval	Shows data for a 30-minute time period.
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 can 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.

To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

You can select the column header for the topic to see a distribution of that topic across the selected time period.

Filter by media typeClick to expand

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. 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.

Show or hide chartClick to expand

Show, hide, and rearrange topic columnsClick to expand

You can hover over the topic name column header to get information about the topic including the topic name, description, and Participants. With the topic information, you can gain an understanding of how the topic works and select the required topic.

To show or hide columns:

Click the Pick columns icon on the right side. The Add/Remove Column pane appears.
(Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z.
(Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
(Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle. Click the image to enlarge.
Search or scroll to select the columns you want to view.
Note: You can also use keyboard navigation to choose the columns.
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.

Filter by userClick to expand

To enter names of users you want to view, click the Filter user(s) search icon . Genesys Cloud populates the summary row with aggregate data about those users. You can filter by a User name, Division name, Group name, Work Team name, Role, or a Location. As you enter a name, the suggested names are displayed in the search results with the filtering type on the right. When entering a user name, you can also select the Reports to filtering type, to display the user's direct reports. You can continue to enter and select additional users to add to the view.

Filter by selecting multiple users

You can select multiple users to filter by.

In the user's row, select the check box.
Continue selecting user check boxes to add to filters.
Click Add to filters.

To use the summary row to see aggregate metrics for multiple users, search for and select multiple users. The summary row then shows aggregate metrics for the selected users.

Note: The summary row can populate aggregate data for up to 50 agents at once.

View aggregate data

To view aggregate data for several users, filter for multiple users and click View as group. Genesys Cloud displays the Agents Topics Detail view with aggregate data for the users that you selected. Use the Back arrow icon to return to the Agents Topics Detail view.

Filter agent list by user typeClick to expand

To filter the agent list by user type, in the top left-hand corner, choose any one of the required user types from the Active Users filter:

Active Users (Default) – To filter only the active agents in the organization from the agent list.
Inactive Users – To filter only the inactive agents in the organization from the agent list.
Active and Inactive Users – To filter both the active and inactive agents in the organization from the agent list.
Deleted Users – To filter only the deleted agents in the organization from the agent list.

Note: You can filter the deleted users only by using the user name and cannot filter by using other user filters such as division, group, location, reports to, role, or work team.

Filter by interaction detailsClick to expand

Interactions filters

Filter	Description
Detected Topic	You can filter the data in the Agent Topics summary to view only interactions that contain certain topics, which allows you to perform a layering analysis of the interactions. By default, the Includes (Any) option is enabled. You can select single or multiple topics at the same level or different levels using OR/AND functions. When you add multiple topics at the same level, an OR is used between the topics. For example, if you add Topic A and Topic B to the first level under Includes (Any), the filtered data shows interactions where Topic A OR Topic B is detected. When you add Topics at different levels, an AND is used between the topics. For example, if you add Topic A to the first level using Includes (Any) and add Topic B to the second level using + AND with topics, the filtered data shows interactions where Topic A AND Topic B are detected.
Message Type	The ACD message type used. Genesys Cloud currently supports the following message types: Facebook, Instagram, Line, Open, SMS, Web Messaging, WhatsApp, and X (Twitter). Note: Line message type is deprecated. But we still support display filtering.
From	Displays information for interactions sent from the selected email addresses. Enter the full email address, such as person@example.com. The filter cannot search for a partial address. Filter for multiple addresses at one time by entering other addresses and searching again. When searching for a phone number, enter the entire phone number. For example, enter 13171002997 or 3171002997 to search for interactions sent to +1 317-100-2997. The filter cannot search for a partial phone number and it cannot process hyphens. You can omit the country code.
To	Displays information for interactions sent to the selected email addresses. Enter the full email address, such as person@example.com. The filter cannot search for a partial address. Filter for multiple addresses at one time by entering other addresses and searching again. When searching for a phone number, enter the entire phone number. For example, enter 13171002997 or 3171002997 to search for interactions sent to +1 317-100-2997. The filter cannot search for a partial phone number and it cannot process hyphens. You can omit the country code.
ANI	Displays interactions with the selected ANIs. 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. You can search for multiple numbers by searching again.
DNIS	Displays information for interactions with the selected original DNIS number. This DNIS number was dialed at the beginning of 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. Whether the interaction was inbound, outbound, or inbound/outbound.
Queue	Displays interactions associated with the selected queues.
Flows	Displays interactions associated with the selected IVR flows.
Flow Version	Displays interactions associated with the selected IVR flow version.
Conversation Duration	Displays interactions of the selected duration. To search for interactions of a custom duration, select the timeframe and use the controls to set the duration: Range: Displays interactions with durations within the selected range. Above: Displays interactions with durations above the selected duration. Below: Displays interactions with durations below the selected duration.
Total Handle	Displays interactions of the selected total handle time. To search for interactions of a custom total handle time, select the timeframe and use the controls to set the duration: Range: Displays interactions with total handle time within the selected range. Above: Displays interactions with total handle time above the selected duration. Below: Displays interactions with total handle time below the selected duration.
Wrap-Up	Displays interactions that have the selected wrap-up codes.
Participant	Displays information about the type of participant including Internal, External, or All.

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