Genesys Cloud's Queue Workitems Performance view delivers queue-level insights into total workitems handled across specific time intervals for supervisors and administrators. Access requires permissions spanning Workitems (Workbin and Worktype), Analytics (taskManagementAggregate and conversationAggregate), UI (Supervisor Queue Details), and Routing (Queue), with additional queryJob permissions needed for list view access.
The view displays workitem metrics aggregated by time interval and updates only after workitems are disconnected or terminated. Users access the view through Menu > Analytics > Analytics Workspace after setting a default time zone. The interface displays page totals, allows metric selection to generate interval-based graphs, and provides drill-down capability to Queue Workitems Performance Detail view. The view does not update automatically; users must click Refresh to display current data.
Customization capabilities include showing or hiding charts, filtering specific queue types, managing column visibility and arrangement through the Edit columns interface, and resizing columns. The platform supports up to 20 columns for display, with reordering functionality accessed through drag-and-drop or keyboard shortcuts (Spacebar to select, arrow keys to position). Column width adjusts by hovering over column header boundaries and dragging borders to accommodate longer values. Horizontal scrolling accommodates views with more columns than available screen width. A Reset view to defaults option restores original column settings. Users can sort columns in ascending or descending order and optionally group columns by categories using the Sort by menu.
Filtering capabilities include user-based filtering through the Filter icon, date filtering with preset options (Current interval, Today, Yesterday, This week, Last week, Previous 7 days, This month, Last month, Previous 30 days) and custom date ranges up to one month, workbin filtering with multi-select capability, worktype filtering, workitem assignee filtering, routing requested filtering (available from September 5, 2020 onward), skill assignments, language, wrap-up code, and external tag filtering. Navigation arrows enable viewing of adjacent time periods, and a Time zone dropdown allows timezone selection with the ability to save reports using the selected timezone. The view supports data export via the Toggle export panel option and allows users to save customized views with applied filters and column settings. When aggregate data is unavailable, the row is hidden and replaced with a notification message.
Genesys Cloud provides comprehensive documentation on views, dashboards, work automation capabilities, and various performance monitoring features including Workitem Performance views, Queue Workitems Performance Detail views, Agent Workitems Performance and Detail views, and Workitem Insights views. Users can access community support for additional assistance and submit feedback through a structured form capturing user role, feedback type, and email contact information
The following permissions:
Workitems > Workbin – View
Workitems > Worktype – View
Analytics > taskManagementAggregate – View
UI > Supervisor Queue Details – view
Analytics > conversationAggregate – view
Routing > Queue – View
To access the list view:
Workitems > queryJob – Add or View
All permissions under Workitems > queryJob
Workitems > queryJobResults – View
All permissions under Workitems > queryJobResults
The Queue Workitems Performance Summary view gives insight about the total workitems handled in a queue across specific time intervals. This view is a stand-alone view and does not support any other media type. The supervisors and the administrators can use these statistics to get queue-level data about the workitems.
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.
Click Menu > Analytics > Analytics 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 see the Queue Workitems Performance Summary view, perform the following:
Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Queue Workitems Performance and then click the view name to open it.
Note: This view does not update automatically. To see the most current data, click Refresh .
The top of the view displays the totals for that page. To display a graph of a metric per interval within the date range, select a metric in the total row.
Note: The workitem metrics update only after a workitem gets disconnected or terminated in a specified time interval. The metrics do not update when the workitem is connected to an agent.
To show only certain data and to manage your exports, customize the Queue Workitems Performance Summary view. For example, you can choose to show only certain columns or filter to see certain types of interactions.
Note: When the aggregate data is unavailable in the summary row, Genesys Cloud hides the summary row and replaces it with the Summary Row Unavailable Use the search box to select queues message.
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:
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.
To filter metrics by user:
Click the Filter icon . The Filters pane appears.
Under User, in the Search for users search box, enter the name of the user and select the user from the search results. You can continue to enter and select more users to add to the view.
(Optional) To see and select inactive users in the user filter search, select Include inactive users.
(Optional) To see and select deleted users in the user filter search, select Include deleted users.
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 one month.
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.
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 and 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.
Last month
Shows data for the previous calendar month with no extra days.
Previous 30 days
Shows data for the previous 30 days.
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 see the data up to the current date.
To use a custom date range to filter metrics, complete the following steps:
To display the date filter, click the date.
Select a start date and an end date on the calendar.
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.
The global search allows you to easily find the available filters from the list of filters.
To find filters by global search:
Click the Filter icon . The Filters pane appears.
In the top section, in the Search for filters search box, enter the name of the preferred filter and then select the filter from the search results.
To filter metrics by workbin, follow these steps:
Click the Filter icon Icon included. The Filters pane appears.
Under Workbin, in the Filter by workbin search box, enter the name of the workbin and select the workbin from the search results. You can continue to enter and select more workbins to add to the view.
To filter metrics by worktype, follow these steps:
Click the Filter icon Icon included. The Filters pane appears.
Under Worktype, in the Filter by worktype search box, enter the name of the worktype and select the worktype from the search results. You can continue to enter and select more worktypes to add to the view.
To filter metrics by workitem assignee, follow these steps:
Click the Filter icon Icon included. The Filters pane appears.
Under Workitem assignee, in the Filter by assignee search box, enter the name of the assignee and select the assignee from the search results. You can continue to enter and select more assignees to add to the view.
(Optional) To see and select inactive users in the assignee filter search, select Include inactive users.
(Optional) To see and select deleted users in the assignee filter search, select Include deleted users.
Displays the routing methods requested for the interaction. Gives insight into each routing method that the conversation went through before being answered, abandoned, or flow-out.
The routing data is relevant beginning September 5, 2020.
To filter metrics by routing requested, follow these steps:
Click the Filter icon . The Filters pane appears.
Under Routing Requested, select the required routing method to add to the view.
Displays the routing method used to get to the agent who answered the interaction.
The routing data is relevant beginning September 5, 2020.
To filter metrics by routing used, follow these steps:
Click the Filter icon . The Filters pane appears.
Under Routing Used, select the required routing used to add to the view.
Displays interactions with the routing skills assigned to the selected user. When one user views another user, divisional access is evaluated against the user being viewed, not against each individual skill assigned to that user. If you have permission to view a user, the Skills field displays all routing skills assigned to that user, regardless of the divisions to which those skills belong. To ensure that skill visibility aligns with your organization's access model, assign users only the skills that are intended to be visible to anyone who has permission to view that user.
For example, Agent Annie and Supervisor Bert both belong to the Alpha division. Bert is assigned the Returns skill (Alpha division) and the Warranty Support skill (Bravo division). When Annie searches for Bert, Bert appears in the search results because Annie has permission to view users in the Alpha division. Because Annie can view Bert, the Skills field displays both the Returns and Warranty Support skills, even though the Warranty Support skill belongs to the Bravo division.
To filter metrics by skill:
Click the Filter icon . The Filters pane appears.
Under Skills, in the Search for skills search box, enter the name of the skill and select the skill from the search results. You can continue to enter and select more skills to add to the view.
To filter metrics by language:
Click the Filter icon . The Filters pane appears.
Under Languages, in the Search for languages search box, enter the name of the language and select the language from the search results. You can continue to enter and select more languages to add to the view.
To filter metrics by wrap-up code:
Click the Filter icon . The Filters pane appears.
Under Wrap-up, in the Search for wrap-up codes box, enter the name of the wrap-up code and select the wrap-up code from the search results. You can continue to enter and select more wrap-up codes to add to the view.
Note: When using this filter, Genesys Cloud returns only a few workitems, where the wrap-up code is applied during the specified time interval. Genesys Cloud does not return other metrics.
Displays information for interactions that have the External Tag attached to the conversation record.
Note: External tag data is not available for web chat interactions.
To filter metrics by external tag, follow these steps:
Click the Filter icon . The Filters pane appears.
Under External Tag, in the Filter by External Tag search box, enter the name of the external tag and select the external tag from the search results. You can continue to enter and select more external tags to add to the view.