Agent Development Detail view

AI-generated summary

Genesys Cloud provides a comprehensive Agent Development Detail view that displays extensive information about agents' assigned, in-progress, and completed coaching appointments and learning modules within the Resource Center. Access to this view requires appropriate permissions including Learning Assignment View, Coaching Appointment View, UI Supervisor Agent Details View, and Directory User View permissions. The platform offers robust customization capabilities for managing development data. Users can customize column displays through drag-and-drop reordering or keyboard shortcuts, adjust column widths to prevent text truncation, and manage up to 20 columns with a reset-to-defaults option. Horizontal scrolling accommodates views with more columns than available screen width. Data filtering options include Development Role (Assigned by User, Attendee, or Facilitator), Development Status (Completed, In Progress, Invalid Schedule, or Planned), Development Type (Assessment, Coaching, Learning, or Learning with Assessment), Overdue status, and searchable Development Name fields. Users can also filter by date using either the Key Date or Completion Date, with preset options including Today, Yesterday, This Week, Last Week, Previous 7/30 days, This/Last Month, Previous 3 Months, and custom date ranges through calendar selection. Key functionalities include assigning learning modules to agents (available to Performance Admin Role members), scheduling coaching appointments (accessible to quality managers, performance management administrators, evaluators, and supervisors), and managing queue activation for agents with a maximum display of 500 queues. All customizations, including saved filter and column settings, persist across sessions, enabling users to quickly switch between different data views. The view does not update automatically and requires manual refresh. Export functionality provides detailed data extraction with comprehensive metadata including interval start/end times, completion status, and applied filters for analysis and reporting purposes. The interface includes enhanced accessibility features such as keyboard navigation, screen reader support, and improved focus management. Users can set a default time zone for the analytics workspace before accessing the view through Menu > Analytics > Analytics Workspace. The platform also includes a feedback mechanism allowing users to report issues or provide positive feedback while specifying their role, with references to the Genesys Cloud privacy policy in its feedback collection process.

PrerequisitesClick to expand

The Agent Development Detail view displays information about an agent’s assigned, in progress, and completed coaching appointments and informational learning modules. View detailed coaching appointment and learning module information, such as assigned by, assigned date, completion date, due date, and status.

Available columns

To view the available columns, see Agent Development Detail 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.

Extra columns for export

The export file contains extra columns.

Additional export columnsClick to expand

Column	Description
Interval Start	The start of the time period selected for the export.
Interval End	The end of the time period selected for the export.
Interval Complete	True if the export was run after Interval End, and false otherwise.
Filters	Any filters applied to the export.

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.
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 view agent coaching appointment and learning module detailed information, perform the following:

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Agent Development and then click the view name to open it.
From the Agent Development Summary view, click an agent’s name. The Agent Development Detail view displays.

You can customize the detail view with filters and column controls.

To save the view with your filter and column settings, click Save.

To export the data in the view, click Export .

This view does not automatically update. To see the most current data, click Refresh.

Assign learning modules to agentsClick to expand

Schedule coachingClick to expand

Activate agents for queues

Activate and deactivate queues for agents. After you activate a queue for an agent, when the agent’s status is On Queue, the agent receives interactions from that queue. Agents themselves can also choose the queues to work. To activate a queue for an agent, the agent must be a member of that queue.

To activate an agent for a queue from this view:

Click the Queue Activation icon . The Queue Activation pane appears.
Search or scroll to select the queues in which you want the agent to work.
(Optional) To traverse between the pages, use the pagination controls such as Previous , Next , First , and Last icons.
Note: The list of queues is limited to 500 and the number of queues per page is limited to 25.
Click Update.

Customize the view

Customize the Agent Development Detail view to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of coaching appointment and learning module data. Your customizations remain in effect even if you leave and return to the 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.

Filter metrics by dateClick to expand

The view displays data for coaching appointments and informational learning modules for the date range selected for the view.

To customize the analytics views, use the date filter.

Show meClick to expand

Select the Key Date to filter the view by the Due Date of the coaching appointment or learning module. Or, select Completion Date to filter the view by the date the coaching appointment or learning module was completed.

Use presets to filter metrics by date, or configure a custom date range.

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
Today	Shows data for the time period that includes the current day.
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.
Last month	Shows data for the previous calendar month with no extra days.
Previous 30 days	Shows data for the previous 30 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.
Previous 3 months	Shows data for the previous 3 months.
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 will 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:

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.

Show, hide, and rearrange columnsClick to expand

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:
1. Click to select the grid icon of the column to be reordered, and on the keyboard, press the Spacebar.
2. To position the column, use the Up or Down arrow keys.
3. 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.

FiltersClick to expand

To filter by data for coaching appointments and learning modules, click Filters.

Filter	Description
Development Role	Select Assigned by User to display data for an agent's coaching appointments that were assigned by another user. Select Attendee to display the coaching appointments for the agent, or display informational learning modules that the agent is assigned to. Select Facilitator to display the coaching appointments the agent is responsible for leading, or informational learning modules the agent is responsible for assigning.
Development Status	Displays data by the current status for a coaching appointment or for an informational learning module. You can filter by: Completed, In Progress, Invalid Schedule, and Planned statuses.
Development Type	Select Assessment to display data for standalone assessments. Select Coaching to display data for coaching appointments. Select Learning to display data for learning modules. Select Learning with Assessment to display data for learning modules with assessments.
Overdue	Select Yes to display coaching appointments and informational learning modules that have an elapsed completion date, including elapsed appointments and modules that are scheduled, in progress, or have an invalid schedule. Select No to display coaching appointments and informational learning modules that do not have an elapsed completion date.
Development Name	Displays data by Informational learning module name. Enter the module name in the Filter name(s) search field. Note: Development filter names might not match the name that is displayed in the Name column. If a learning module name has been changed, the new name does not match the filter name, but the filter should still work properly.
Passed	Select Yes to display the assessments you have passed. Select No to display the assessments you have failed.

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