Message Agent Performance Summary view

AI-generated summary

Genesys Cloud's Message Agent Performance view provides comprehensive real-time and historical metrics for agents managing message conversations, with persistent status columns that remain visible across date-filtered views. Access to this functionality requires multiple permissions spanning analytics conversation aggregates, data export, speech and text analytics, directory management, supervisor capabilities, work team and role filtering, OAuth token management, telephony station operations, and agent utilization viewing. The platform delivers extensive customization capabilities for data visualization. Users can show, hide, and reorder columns through dedicated interfaces supporting up to 20 viewable columns, with alphabetical sorting and category grouping options. Column resizing accommodates longer values such as conversation IDs and usernames, while horizontal scrolling provides access to additional columns without modifying underlying data. A Reset view to defaults option restores original settings. Enhanced keyboard navigation and screen reader support improve accessibility throughout the interface. Comprehensive filtering functionality enables refined data analysis across multiple dimensions. Date filtering supports preset options including Current interval, Today, Yesterday, This week, Last week, Previous 7 days, This month, Last month, Previous 30 days, and custom ranges up to 6 weeks. User filtering allows searches by name, division, group, work team, role, or location, with simultaneous multi-user selection generating aggregate metrics for up to 50 agents. Agent list filtering distinguishes between Active Users, Inactive Users, Active and Inactive Users, and Deleted Users. Interaction details filtering provides granular control over displayed metrics through Queue, Skills, Languages, Direction, Message Type (including Apple Messages for Business, Facebook, Instagram, Line, Open, SMS, Web Messaging, WhatsApp, and X), Provider, Wrap-up codes, and Routing Requested options. Additional filtering capabilities include Agent Assist status, Work Team assignment, ACD queue association, External Tags, Social Classification, Predictive Engagement data, and External Contact and Organization filtering supporting searches across up to 200 dimensions. Administrative functions enable operational management of agent availability and resource allocation. Administrators can adjust queue status (On Queue or Off Queue) and user status through presence indicator dropdowns, with automatic adjustments when transitioning between statuses. Agent logout functionality terminates all active connections, while station disassociation allows authorized users to disassociate agents from stations across divisional boundaries. Real-time data updates pause when filters are active, requiring manual refresh to obtain current information. Users should note that asynchronous interactions like email and messaging require up to 72 hours for speech and text analytics metrics to update in reporting aggregates, and rows become hidden when aggregate data is unavailable. An upcoming feature will provide dynamic agent utilization for messaging. The platform supports view saving with custom filter and column settings, automatic updates when filters are not applied, and manual refresh options, with a Time zone drop-down menu enabling selection of different time zones for data display and saved reports

Feature coming soon: Dynamic agent utilization for messaging

PrerequisitesClick to expand

The following permissions:

Analytics > Conversation Aggregate – View
All permissions under Analytics > Data Export
Analytics > Speech and Text Analytics Aggregates – View
Directory > User – View
UI > Supervisor Agent Details – View
Groups > Work Team – View (to filter agent list by Work Team)
Authorization > Role – View (to filter agent list by Role)
OAuth > Token – Delete (to log an agent out of Genesys Cloud)
Telephony > Station – Disassociate (to disassociate an agent from a station)
Agent Utilization Aggregate – View (to view agent utilization aggregates)

The Message Agent Performance Summary view displays current and historical metrics and data about agents handling message conversations. Its real-time columns always display the status data for agents, even if you use the date filter to show historical data in the other columns.

Available columns

To view the available columns, see the Message Agent Performance Summary 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.

To see current and past metrics and data for the agents handling email conversations, perform the following:

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

For more information about a specific agent handling the message conversation, click the agent’s name to see its Message Agent Performance Detail view.

To export the data in the view, click Export .

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

This view updates automatically except when you use filters from the Filters pane. To see the most current data, click Refresh .

Note: Async interactions, such as email and messaging, take up to 72 hours for speech and text analytics metrics, such as topics and sentiment, to update in the reporting aggregate views.

Customize the view

To show only certain data, customize the Message Agent Performance Summary view via any combination of filters and by hiding, showing, or rearranging columns. 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.

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 filter users message.

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 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
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, 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.
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 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 userClick to expand

To enter names of users you want to view, click the Filter user(s) search icon . Genesys Cloud populates the summary row with aggregate data about those users. You can filter by a User name, Division name, Group name, Work Team name, Role, or a Location. As you enter a name, the suggested names are displayed in the search results with the filtering type on the right. When entering a user name, you can also select the Reports to filtering type, to display the user's direct reports. You can continue to enter and select additional users to add to the view.

Filter by selecting multiple users

You can select multiple users to filter by.

In the user's row, select the check box.
Continue selecting user check boxes to add to filters.
Click Add to filters.

To use the summary row to see aggregate metrics for multiple users, search for and select multiple users. The summary row then shows aggregate metrics for the selected users.

Note: The summary row can populate aggregate data for up to 50 agents at once.

View aggregate data

To view aggregate data for several users, filter for multiple users and click View as group. Genesys Cloud displays the Message Agent Performance Detail view with aggregate data for the users that you select. Use the Back arrow icon to return to the Message Agent Performance Summary view.

Filter agent list by user typeClick to expand

To filter the agent list by user type, in the top left-hand corner, choose any one of the required user types from the Active Users filter:

Active Users (Default) – Filter only the active agents in the organization from the agent list.
Inactive Users – Filter only the inactive agents in the organization from the agent list.
Active and Inactive Users – Filter both the active and inactive agents in the organization from the agent list.
Deleted Users – Filter only the deleted agents in the organization from the agent list.

Note: You can filter deleted users only via the user name and you cannot filter via other user filters such as division, group, location, reports to, role, or work team.

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 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.
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.
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.
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.
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.
Social Classification	Displays interactions based on one of the following options selected. Public - Displays interactions with social listening public data. Private - Displays interactions with social listening private data.

Notes:

Real-time updates stop while any filters in the Filters pane are active. To get the most current data, click the Refresh icon.
When filtering the interaction information, the metrics change based on the filters used and the list of agents remains the same.
The skills and languages filters use agents’ ACD skills or languages, not the skills, or languages listed in their profiles. To add an ACD skill or language to an agent, see Manage ACD skills.
When you apply skill or language filters, the view shows the SLA. However, if the SLA is below the target, the view does not show SLA targets and the color does not change.

Filter by journey detailsClick to expand

To filter by information about the Predictive Engagement journey details of the interaction:

Click Toggle filters panel .
Click the Journey tab.

Journey filters

Filter	Description
Has Customer Journey Data	Displays data for interactions that have customer journey data related to Predictive Engagement.
Proactive	Displays data for interactions where Predictive Engagement offered a chat during a customer's website visit based on the Predictive Engagement action map settings.

Filter by External ContactClick to expand

To filter by information about External Contact details of the interaction:

Click Toggle filters panel .
Click the External Contact tab.

External Contact filters

Filter	Description
External Contact	Displays information about interactions associated with the selected external contact. You can filter for: Contact name Address Phone number Email address Organization name Custom fields When you filter by external contact, the contact name appears with the associated organization name. Filter for multiple external contacts at one time by entering another contact and searching again. Enable Include merged contacts to search all the contacts that relate to the external contacts in the filter. Note: You can associate each merged contact with many individual contact IDs. When you enable the Include merged contacts, all merged contact IDs are automatically added to the search. The search filters are limited to 200 total search dimensions. For example, if you merge one contact into five other contacts, the search, performed along with the merged contacts, filters a total of six contacts. If an organization heavily uses the merged contacts, a search for a few external contacts can hit the search filter limit.
External Organization	Displays information about interactions associated with the selected external organization. You can filter for: Organization name Address Phone number Custom fields Filter for multiple external organizations at one time by entering another organization and searching again.

Filter

Description

External Contact

Displays information about interactions associated with the selected external contact. You can filter for:

Contact name
Address
Phone number
Email address
Organization name
Custom fields

When you filter by external contact, the contact name appears with the associated organization name.

Filter for multiple external contacts at one time by entering another contact and searching again.

Enable Include merged contacts to search all the contacts that relate to the external contacts in the filter.

Note: You can associate each merged contact with many individual contact IDs. When you enable the Include merged contacts, all merged contact IDs are automatically added to the search. The search filters are limited to 200 total search dimensions.

For example, if you merge one contact into five other contacts, the search, performed along with the merged contacts, filters a total of six contacts. If an organization heavily uses the merged contacts, a search for a few external contacts can hit the search filter limit.

External Organization

Displays information about interactions associated with the selected external organization. You can filter for:

Organization name
Address
Phone number
Custom fields

Filter for multiple external organizations at one time by entering another organization and searching again.

Change an agent's statusClick to expand

From the Message Agent Performance Summary view, hover over the presence dot beside an agent’s name.

To set the agent's status to Off Queue or On Queue, select On Queue or Off Queue. If you change the status from On Queue to Off Queue, then the agent's status automatically also changes to Available.

To set the agent's user status, select a status from the status drop-down. If the agent's status is On Queue, selecting a user status also sets them to Off Queue.

Note: You cannot select Out of Office as a status.

If the status you select has secondary statuses, select a secondary status in the drop-down below the primary status.

Log out an agentClick to expand

Disassociate an agent from a stationClick to expand

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