View aggregate performance data

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Genesys Cloud enables users to view aggregate performance data across multiple dimensions through its Analytics Workspace, allowing comprehensive monitoring of organizational performance metrics. Users can access aggregated agent performance data by navigating to Menu > Analytics > Analytics Workspace, selecting Agent Performance, filtering for specific users, and clicking "View as group" to display combined metrics in the Agents Performance Detail view. Additional agent-focused views include the Agents Status Detail view and Agents Interactions Detail view, accessible through dedicated tabs. Queue performance aggregation is similarly available through the Queues Performance view by filtering for multiple queues and selecting "View as group," which consolidates metrics in the Queues Performance Detail view. Multiple DNIS numbers can be aggregated through the DNIS Performance view using the same workflow. All aggregate views support customization through filter and column options, with data export functionality available for queue views and save capabilities enabling quick access to frequently used groupings. The DNIS Performance Detail view requires manual refresh to display current data, as automatic updates are not supported. Notable limitations include the inability to activate or deactivate agents for queues while viewing agent group aggregate data, and the unavailability of the Abandon Insights view from the Queue Performance Detail view when displaying aggregate data. Genesys Cloud provides functionality to save customized views with applied filters and column settings through a Save option and enables data export capabilities via an Export function. The platform includes a feedback mechanism allowing users to report on article helpfulness through options indicating whether content answered questions, was easy to locate, or provided valuable insights. Users can specify their role within the system—including Agent, Administrator, Developer/Engineer, Partner, Supervisor, or Support—to tailor their experience. The documentation references multiple performance view types available within the system, including Performance views query best practices, Agents Performance views , Agents Performance view, My Performance view, Skills Performance view, and Bot Performance Detail and views. Access to community support is available for users with additional questions, and submission of feedback requires acknowledgment of the Genesys Cloud privacy policy

View summary data for a group of users in select agents performance detail views, for a group of queues in the Queues Performance Detail view, and DNIS numbers in the DNIS Performance Detail view.

View aggregate data for a group of users

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Agent Performance and then click the view name to open it.
From the Agents Performance Summary view in the Filter user(s) field, search for and select users for which you want to see data.
Near the list of users you selected, click View as group. Genesys Cloud displays the Agents Performance Detail view with aggregate data for the users you selected.
To display the Agents Status Summary Detail view with aggregate data for the users you selected, click the Statuses summary tab.
To display the Agents Interactions Detail view with aggregate data for the users you selected, click the Interactions tab.
To customize the view to show only certain data, use the view’s filter and column customization options. For more information about a view’s customization options, see the Customize the view section in the article for that view.
To save the view so you can quickly return to the same group and view, click Save .

Note: You cannot while the detail views show agent group aggregate data.

View aggregate data for a group of queues

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Queue Performance and then click the view name to open it.
From the Queues Performance Summary view in the Filter queue(s) field, search for and select queues for which you want to see data.
Near the list of queues you selected, click View as group. Genesys Cloud displays the Queues Performance Detail view with aggregate data for the queues you selected.
To customize the view to show only certain data, use the view’s filter and column customization options. For more information about a view’s customization options, see the Customize the view section in Queues Performance Detail view.
To export the aggregate data in view, click Export .
To save the view so you can quickly return to the same group and view, click Save .

Note: You cannot view the from the Queue Performance Detail view with aggregate data.

View aggregate data for multiple DNIS numbers

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for DNIS Performance and then click the view name to open it.
On the DNIS Performance Summary view, in the Filter by full DNIS field, search for and select multiple DNIS numbers.
Near the list of DNIS numbers you selected, click View as group. Genesys Cloud displays the DNIS Performance Detail view with aggregate data for the DNIS numbers you selected.
To see the most current data, click Refresh. This view does not update automatically.
To save the view with your filter and column settings, click Save.
To export the data in the view, click Export .

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View aggregate data for a group of users

Click Menu > Analytics > Analytics Workspace.

In the Default section, search for Agent Performance and then click the view name to open it.

From the in the Filter user(s) field, search for and select users for which you want to see data.

Near the list of users you selected, click View as group. Genesys Cloud displays the with aggregate data for the users you selected.

To display the with aggregate data for the users you selected, click the Statuses summary tab.

To display the with aggregate data for the users you selected, click the Interactions tab.

To customize the view to show only certain data, use the view’s filter and column customization options. For more information about a view’s customization options, see the Customize the view section in the article for that view.

To so you can quickly return to the same group and view, click Save .

Note: You cannot while the detail views show agent group aggregate data.

View aggregate data for a group of queues

Click Menu > Analytics > Analytics Workspace.

In the Default section, search for Queue Performance and then click the view name to open it.

From the in the Filter queue(s) field, search for and select queues for which you want to see data.

Near the list of queues you selected, click View as group. Genesys Cloud displays the with aggregate data for the queues you selected.

To in view, click Export .

To so you can quickly return to the same group and view, click Save .

Note: You cannot view the from the Queue Performance Detail view with aggregate data.

View aggregate data for multiple DNIS numbers

Click Menu > Analytics > Analytics Workspace.

In the Default section, search for DNIS Performance and then click the view name to open it.

On the , in the Filter by full DNIS field, search for and select multiple DNIS numbers.

Near the list of DNIS numbers you selected, click View as group. Genesys Cloud displays the with aggregate data for the DNIS numbers you selected.

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

To with your filter and column settings, click Save.

To in the view, click Export .

View aggregate performance data

View aggregate data for a group of users

View aggregate data for a group of queues

View aggregate data for multiple DNIS numbers

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View aggregate performance data

View aggregate data for a group of users

View aggregate data for a group of queues

View aggregate data for multiple DNIS numbers

[NEXT] Was this article helpful?