To customize analytics views, use the date filter.

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 6 weeks. 

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

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

Date presets

• To use a custom date range to filter metrics, complete the following steps:

1. 1. Click the date to display the date filter.
   2. Select a start date and an end date on the calendar.
   3. Click 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.

• 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.

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

Tables are updated to provide a more accessible and user-friendly experience through enhanced keyboard navigation, screen reader support, focus management, and improved accessibility compliance. These enhancements help users interact with table content more effectively. You can also resize columns and scroll horizontally, making it easier to view and work with large datasets.

To show or hide columns:

1. At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane appears.
2. Click the Manage columns tab. 
3. (Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z. 
4. (Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
5. (Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle.
6. Search or scroll to select the columns you want to view.
   Note: You can also use keyboard navigation to choose the columns.
7. 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 reorder the columns within the column picker:

1. At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane (column picker) appears.
2. Click the Reorder columns tab. 
3. Click the grid icon of a column, and then drag and drop to reorder it within the column picker.

To reset a view to default column settings, click Reset view to defaults .

You can select up to 20 columns.

To better accommodate your screen size and reporting needs, you can customize the table layout in the view.

Resize columns

To resize the width of a column:

1. Hover over the boundary between two column headers.
2. When the resize cursor appears, click and drag the column border left or right.
3. Release the mouse button when the column reaches the desired width.

Resizing columns can help you view longer values, such as conversation IDs, user names, or other data, without truncation.

Scroll horizontally

If the view contains more columns than can fit within the available screen width, a horizontal scroll bar appears at the bottom of the table.

To view more columns:

1. Use the horizontal scroll bar at the bottom of the table.
2. Scroll left or right to access columns that are not currently visible.

Horizontal scrolling lets you view all available data while maintaining your selected column widths.

When the table columns are sorted as default, the Agents Status Summary view displays certain columns together as groups. To rearrange column groups, click a column group header and drag it.

To reorder columns within the column groups:

1. Click the Pick columns icon . 
2. In the Table Columns pane, hover over the table column header name you want to move.
3. Click the up or down arrows. 

View the agent’s secondary status

Supervisors can view the primary status of the agents, broken down by the agents’ secondary status. The secondary statuses appear as columns under the corresponding primary status. Supervisors can choose as many secondary statuses as they want for an agent to appear in the column header. In the column header, the name of the secondary status prepends the name of the primary status. 

To view the secondary statuses’ in the column header, follow these steps:

1. Click the Pick columns icon Icon included. The Add/Remove Column pane appears. 
2. Click the drop-down icon next to the required primary status. The list of secondary statuses that correspond to the chosen primary status appears below as columns.
3. Choose the required secondary status or statuses.
   
4. Click Save. The chosen secondary status/statuses appears in the column header with the name of the primary status prepended.

Because the secondary statuses are division-aware, users see the secondary statuses only if permitted. Users can view the duration of each secondary status alongside the duration of the primary status. If the secondary statuses are selected and the user has permission to view all existing secondary statuses, then the sum of the duration of the secondary statuses equals the duration of the corresponding primary status.

From the Agents Status Summary Detail view, hover over the agent’s profile picture.

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.

If the status you select has secondary statuses, select a secondary status in the drop-down below the primary status. 

From the Agents Status Summary Detail view, hover over the agent’s profile picture.

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.

From the Agents Status Summary Detail view, hover over the agent’s profile picture.

To disassociate an agent from the station, click Disassociate Station.