AI-generated summary
Genesys Cloud provides comprehensive analytics functionality through its Analytics Workspace, enabling users to create, customize, and manage saved views with specific filters, column configurations, and date range settings. Users with appropriate Analytics permissions can save multiple view configurations across numerous pre-built analytical views, including Agent Performance, Queue Performance, Campaign Interactions, Flow Outcomes, Email/Message Agent Performance, Predictive Routing, Bot Performance, Surveys Performance, and various performance dashboards such as Genesys Agent Assist and Virtual Agent dashboards.
The view customization process allows users to apply filters for media types, interaction details, users, queues, and other entities, then organize columns to support both detailed and aggregate data analysis. When saving views, users can select from predefined date range options including Selected Interval, Today, Yesterday, This week, Last week, This month, and Last month. Static date ranges capture filtered interactions from a specific period, while dynamic date ranges automatically adjust relative to the current usage date. Users can replace existing saved views by selecting an existing view name and confirming the overwrite action, and can rename views through the three-dot menu option.
The system includes certain operational constraints: users cannot directly edit filter, column, or date range settings within existing views but must instead open a saved view, modify parameters, and save changes as a new saved view. Additionally, some views do not support date ranges exceeding one month, preventing selection of extended periods such as Prior 3 months. Saved views can be accessed from the Saved list in Analytics Workspace, and users can delete views no longer needed through the three-dot menu option in the Saved list. The platform supports maintaining selected date ranges when navigating between views if "None" is set as the default time period.