My Performance view

AI-generated summary

Genesys Cloud's My Performance view provides agents with comprehensive performance metrics and analytics accessible through the Analytics Workspace, requiring specific permissions including Analytics > Conversation Aggregate – View for basic access, with additional permissions needed for queue management and data export functionality. The view offers extensive customization capabilities, allowing users to configure columns, apply filters, and save personalized view configurations for quick access to specific datasets. Users can set a default time zone for the analytics workspace and access preset date options including Today, Yesterday, This Week, Last Week, Previous 7/30 Days, This/Last Month, and Previous 3 Months, with the ability to define custom date ranges up to 6 weeks. Navigation arrows enable viewing data across different time periods using the same preset, while a time zone dropdown allows data viewing across multiple time zones with the option to save reports with selected time zone settings. Key functionality includes real-time updates for current date ranges (today, this month, etc.), though historical data requires manual refresh. Queue activation and deactivation features allow agents to select which queues to work on and receive interactions accordingly, provided they are queue members. The platform supports comprehensive filtering by media type, with voice and callback interaction types operating as mutually exclusive selections. Additional filtering options include Queue, Skills, Languages, Direction, Initial Direction, Provider sources, Wrap-up codes, Routing Requested methods, Agent Assist status, Work Team assignment, ACD queue association, External Tags, Message Type, and Station Errors. The system processes multiple message types including Apple Messages for Business, Facebook, Instagram, SMS, Web Messaging, WhatsApp, and X (Twitter). Table management features include column selection (up to 20 columns), reordering through drag-and-drop or keyboard shortcuts, and resizing column widths for improved data visibility. Horizontal scrolling accommodates datasets exceeding available screen width, and users can reset views to default settings. The interface supports keyboard navigation and screen reader accessibility. Routing data tracks methods used prior to interaction resolution, abandonment, or flow-out, with availability from September 5, 2020 onward. Real-time updates pause when active filters are applied, requiring manual refresh for current data. When skill or language filters are active, SLA metrics display only when meeting targets. Related views include My Status, My Evaluations, My Schedule, and My Development, each with independent permission requirements.

PrerequisitesClick to expand

View your detailed performance metrics, including a summary row of data for the dates displayed. To see your My Performance view, perform the following:

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for My Performance and then click the view name to open it.

Available columns

To view the available columns, see My Performance 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.
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.

This view updates automatically except when you use filters from the Filters pane.

This view performs live updates of data in the real-time columns if you view a date range that includes the current interval such as today, this month, and more.

This view does not perform live updates to data if you view a historical date range that does not include the current interval.

To see the most current data, click Refresh .

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

To export the data in the view, click Export .

Click the tabs to open your My Status, My Evaluations, My Schedule, and My Development views.

Note: Each view has its own permissions. For permission requirements, see each view’s article.

Activate yourself for queues

Choose which queues to work by activating and deactivating queues. After you activate a queue, when you are On Queue, you receive interactions from that queue. You must be a member of a queue in order to activate or deactivate it.

To activate or deactivate queues from this view:

Click the Queue Activation icon .
Select the queues you want the agent to work.
Click Update.

Customize the view

To show only certain data, customize the view. 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 between different data of interest in the same view quickly.

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 6 weeks.

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
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.

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. For example, Nov 1, 2022 – Jan 31, 2023.
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:

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.

Filter by media typeClick to expand

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.

Show or hide chartClick to expand

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.

Filter by interaction detailsClick to expand

To filter by information about the interaction, click Toggle filters panel , and then search or scroll to select the filter you want to use.

Interactions filters

Filter	Description
Queue	Displays metrics for interactions associated with the selected queues. Filter for multiple queues at one time by entering other queues and searching again.
Skills	Displays metrics for interactions with agents who have the selected skills. Filter for multiple skills at one time by entering other skills and searching again.
Languages	Displays metrics for interactions with agents who have the selected languages. Filter for multiple languages at one time by entering other languages and searching again.
Direction	Displays metrics for interactions of the selected directions.
Initial Direction	Displays information about interactions with the selected initial direction.
Provider	The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.
Wrap-up	Displays metrics for interactions that have the selected wrap-up codes. Filter for multiple wrap-up codes at one time by entering other wrap-up codes and searching again.
Routing Requested	Displays the routing methods that were requested for the interaction. Gives insight into each of the routing methods the conversation went through prior to being answered, abandoned, or flow-out. The routing data is relevant beginning September 5, 2020.
Routing Used	Displays the routing method that was used to get to the agent who answered the interaction. The routing data is relevant beginning September 5, 2020.
Agent Assist	Yes displays data for interactions that had Agent Assist. No displays data for interactions that did not have Agent Assist.
Work Team	Displays metrics for interactions associated with the selected work team. Filter for multiple work teams at one time by entering other work teams and searching again. For more information, see Work teams overview.
ACD	Displays metrics for data that is either associated or not associated with a queue. Select Yes to filter for data associated with a queue, and No to filter for data not associated with a queue.
Has Media	Only shows interactions that have multimedia content. This filter only appears if you set the media type filter to Message.
Message Type	Displays metrics for interactions of the selected ACD message type. This filter only appears if you set the media type filter to Message. If you do not have any message types selected, the view displays information for all message types. Genesys Cloud currently supports the following message types: Apple Messages for Business, Facebook, Instagram, Line, Open, SMS, Web Messaging, WhatsApp, and X (Twitter). Note: Line message type is deprecated, but Genesys Cloud still supports display filtering.
External Tag	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.
Station Errors	A subset of error codes specific to station errors. For more information, see Station errors.