Agents Performance views overview

AI-generated summary

Genesys Cloud provides Agents Performance views that enable monitoring of agent performance metrics, status durations, and evaluations through multiple customizable interfaces. The platform offers two primary view categories: multiple agent views (including Agents Performance , Status , Evaluation , Development , Topics , and Email/Message Agent Performance Summaries) that display information across multiple agents with filterable options, and single agent detail views that provide comprehensive information for individual agents with queue activation/deactivation capabilities. Agents can access personal performance data through dedicated "My Performance" views covering performance metrics, status, evaluations, schedule, and development. All views support customization options including media type selection, date filtering, column visibility and arrangement, and filtering by user name or interaction details such as skills and languages. Customizations persist across navigation and can be saved as named views for quick switching between different data sets. Each view requires specific permissions, and real-time updates pause when interaction detail filters are active. Users can reset views to default column settings as needed

See agent performance, including their metrics, time in statuses, and evaluations. This view includes the following related views.

Multiple agent summary views

These views show information about multiple agents. You can use filters to customize which agents the views show.

Single agent detail views

To see detailed information about that agent, click an agent’s name in any of the summary views. These detailed views show information about a single agent. From these views, you can also activate or deactivate agents in queues.

Performance views for agents

Agents can see their performance metrics.

My Performance views

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

Customize the views

Wherever applicable, you can customize these views to show only certain data. For example, you can arrange to see only some columns or only some agents. Your customizations remain as you navigate from view to view or leave and return to a view. To quickly switch between different data of interest in the same view, you can also save your filter and column settings as a saved view. You can reset a view to default column settings. For more information about the customizations available in each view, see each view’s article.

Customizations available include:

media type
date
showing or hiding columns
rearranging columns
filtering by user name
filtering by interaction details such as skills and languages
Note: Real-time updates stop while any interaction detail filters in the Filters pane are active.

[NEXT] Was this article helpful?

Get user feedback about articles.