My Queues Activity view - Genesys Cloud Resource Center
My Queues Activity view
AI-generated summary
Genesys Cloud's My Queues Activity view provides real-time statistics and metrics for all queues to which a user belongs, accessible through Menu > Analytics > Analytics Workspace with live updates that automatically refresh displayed information. The view requires four specific permissions: Analytics > Conversation Aggregate – View, Analytics > Queue Observation – View, Routing > Queue – View, and UI > Agent Queue Activity – View.
Users can customize the My Queues Activity view through extensive filtering and display options. Media type filtering allows selection of voice, callback, chat, email, or messages, with the constraint that voice and callback types cannot be selected simultaneously. Queue filtering enables users to search and select specific queues by name, supporting multiple queue selection to populate aggregate data. The view supports comprehensive column customization through an Edit columns interface, allowing users to show, hide, rearrange, and resize columns. Additional features include sorting columns alphabetically in ascending or descending order, grouping columns by categories, and enhanced keyboard navigation and screen reader support for improved accessibility. Customizations persist when users leave and return to the view.
The customizable table layout functionality enables users to modify column visibility, order, and width to accommodate different screen sizes and reporting requirements. Users can select up to 20 columns through the Add/Remove Column pane, with changes taking effect after saving. Column reordering is performed via the Reorder Columns tab using drag-and-drop or keyboard shortcuts (Spacebar to select, arrow keys to position). Column width can be adjusted by hovering over column boundaries and dragging borders left or right, allowing longer values such as conversation IDs and user names to display without truncation. Horizontal scrolling functionality appears automatically when columns exceed available screen width, enabling access to all data while maintaining selected column widths. A Reset View to Defaults option restores original column settings.
The My Queues Activity view displays user statuses and routing statuses that may exceed total agent counts when agents change status while handling interactions, reflecting simultaneous status states rather than indicating data errors
bs_well size=”md”]Prerequisite
The following permissions:
Analytics > Conversation Aggregate – View
Analytics > Queue Observation – View
Routing > Queue – View
UI > Agent Queue Activity – View [/bs_well]
To see real-time statistics for all queues to which you belong, perform the following:
Click Menu > Analytics > Analytics Workspace.
In the Default section, search for My Queues Activity and then click the view name to open it.
This view displays current metrics and information about your queues, such as the number of waiting interactions, current interactions, and agents on queue. This view performs a live update on the displayed data. Customize the view with filters and column controls.
Available columns
To view the available columns, see My Queues Activity view section in the View available columns in performance views by category article.
Customize your My Queues Activity view so that it displays only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. Your customizations remain as you leave and return to the view. Filter by queues to populate the summary row with aggregate data about those queues.
To filter by media type, perform the following:
Click the Toggle filters panel icon .
Select the required 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.
Icon
Media Type
All
All media types
Voice
Callback
Chat
Email
Messages
To enter names of queues you want to view, click the Filter queue(s) search icon . Enter the name of the queue and select the queue from the search results. You can continue to enter and select additional queues to add to the view.
Filter by selecting multiple queues
You can select multiple queues to filter by.
In the queue's row, select the check box.
Continue selecting queue check boxes to add to filters.
Click Add to filters.
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:
At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane appears.
Click the Manage columns tab.
(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.
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 reorder the columns within the column picker:
At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane (column picker) appears.
Click the Reorder columns tab.
Click the grid icon of a column, and then drag and drop to reorder it within the column picker.
Notes:
You can also use keyboard shortcuts to reorder the columns. To reorder the columns using the keyboard, perform the following:
Click to select the grid icon of the column to be reordered, and on the keyboard, press the Spacebar.
To position the column, use the Up or Down arrow keys.
Press the Spacebar. The chosen column is reordered.
To improve keyboard accessibility and provide a more consistent user experience, column reordering is no longer performed by dragging column headers directly in the table. To reorder columns, use the Reorder Columns tab.
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:
Hover over the boundary between two column headers.
When the resize cursor appears, click and drag the column border left or right.
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:
Use the horizontal scroll bar at the bottom of the table.
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.
Note: Column resizing and horizontal scrolling affect only the display of the current view and do not change the underlying data.
Interpret counts in the My Queues Activity view
In the My Queues view, user statuses and routing statuses sometimes add up to more than the total number of agents in the queue. This situation arises when agents change their user status while working with interactions.
For example, agents Bob and Alex are each working with an interaction. Bob changes his status to Break, and Alex changes his status to Meeting, but they both still have a chat interaction. In this situation, the view displays “2” in the Off Queue section, but it also displays “2” in the Interacting section.