Genesys Cloud provides an intraday monitoring view that enables users to track real-time workforce data organized by planning group and date. Users access this feature through Menu > Performance Management > Intraday Monitoring and can select their business unit from the upper right corner. The view supports multiple filtering and customization options: users can select one or multiple planning groups from the upper left corner list, choose specific dates using a date picker, and switch between time zones (administrator-only capability). The system automatically refreshes every 30 minutes when the selected date filter includes the current interval; historical data views do not auto-refresh. Users can navigate between time periods using directional arrows adjacent to the date display or click "Today" to return to the current period. The view supports data export functionality, allowing users to download filtered data as .csv files for either the current planning group(s) or all planning groups within the business unit. Manual page refresh updates displayed data when start time, end time, or date parameters change. The system also performs automatic refresh cycles at approximately 2 minutes and 32 minutes after each hour.
You can view intraday data by planning group and date. You can select one or more planning groups. To begin working with the intraday monitoring view:
Click Admin.
Under Workforce Management, click Intraday Monitoring.
Click Menu > Performance Management > Intraday Monitoring.
From the Business Unit list, located in the upper right corner, select the business unit.
By default, this view uses the business unit’s time zone. Users with administrator permissions can change the displayed time zone by selecting from the list in the upper right corner of the view. This option is helpful for administrators who access the view from a different time zone.
To select one or more planning groups, click the Planning Groups list in the upper left corner and then click each planning group to include.
To select all planning groups, click the Planning Groups list in the upper left corner and then click Select All.
The view displays the time period for the selected filter.
If the selected date filter includes the current interval, then Genesys Cloud refreshes the view every 30 minutes to get the most up-to-date information. If you want to update the current interval statistics, then refresh the page. If the selected date filter shows historical data (past intervals), then the view does not refresh.
Icon
Time Period
Options
Custom date
Date picker: Click the date display to select a date on the calendar. Shows data for the date you select with the date picker view.
View metrics for a different time period
To view metrics for a different time period using the same filter settings, click the arrows on either side of the date display. For example, to view metrics for the previous week, click the week filter and then click the arrow on the left side of the date.
View metrics for the current time period
To view metrics for the time period that includes the current interval, click Today.
When you download the data into a .csv file, Genesys Cloud exports data for the selected planning group or groups, date, and selected columns.
Click Export:
Select one of the following:
To export the data for the current planning group or groups, select Export Current.
To export the data for all planning groups in the business unit, select Export All Planning Groups.
Genesys Cloud saves the file to your Downloads folder.
If you change the start time, end time, or date, click Refresh to update the displayed data.
Note: The view automatically refreshes at approximately 2 minutes and 32 minutes after each hour.