Performance dashboards overview

AI-generated summary

Genesys Cloud performance dashboards enable users to create customizable dashboards displaying contact center metrics and performance data through Metric, Chart, Web Content, and Agent Status widgets. Users can select metrics related to queues, users, wrap-up codes, flows, and flow outcomes, and incorporate streaming videos, real-time charts, and interactive content. Access occurs via Menu > Analytics > Analytics Workspace, where users can set a default time zone for the workspace. Each user can create up to 20 dashboards with no limit on accessing public dashboards. Dashboard visibility is restricted to public dashboards or those created by the current user; private dashboards and those created by others remain inaccessible. Users can search, sort alphabetically by title, and filter dashboards by status (All, Public, Private, Shared, Favorites) or ownership (Owned by me, Owned by anyone). Dashboard customization options include favoriting, column selection, renaming, duplicating, sharing, and deletion, with permissions varying by ownership and administrative role. Specific permissions are required for various functions, including Analytics permissions for viewing conversation aggregates, queue observations, and dashboard configurations; Workforce Management permissions for real-time adherence metrics; and Directory, Routing, and Architect permissions for related data access. Publishing dashboards as public requires Analytics > Dashboard Configurations – Publish permission. Only dashboard creators can designate dashboards as public or private, while administrators can manage all organizational dashboards and perform bulk deletions. Deleting user dashboards removes all associated dashboards regardless of public or private status, with separate permissions required for deleting active and inactive user dashboards and recovering deleted dashboards. The system retains deleted dashboards for 30 days, allowing recovery through Customer Care tickets, subject to maximum dashboard limits per organization. Performance dashboards refresh in near real-time based on system processing of data jobs, with actual refresh timing dependent on regional load, internet connection lag, and local machine processing speed. Real-time updates occur continuously except when historical date ranges (Yesterday, Last Week, Last Month) are selected, with date intervals automatically adjusting at midnight. The dark/light mode toggle applies globally to all dashboards for individual users, with theme changes visible only to the selecting user on shared or public dashboards.

Series: Performance Dashboards

Next suggested step: Add and edit Performance dashboards

PrerequisitesClick to expand

Prerequisites

The following permissions:

Analytics > Conversation Aggregate – View
Analytics > Queue Observation – View
Analytics > Dashboard Configurations – Edit or Analytics > Dashboard Configurations – View
Analytics > flowObservation – View
Analytics > flowAggregate – View
Directory > User – View
Routing > Queue – View
Routing > Wrap-up Code – View
Architect > flowOutcome – View
Architect > flow – View
To view the real-time adherence metrics: Workforce Management > Real-Time Adherence – View
To make a dashboard Public: Analytics > Dashboard Configurations – Publish
To delete the dashboards of active users in the organization: Analytics > Dashboard Configurations – Delete Active
To delete the dashboards of inactive users in the organization: Analytics > Dashboard Configurations – Delete Inactive
To recover the dashboards within the organization: Analytics > DashboardConfigurations – Restore

Notes:

The number of public dashboards that the user can view depends on a user’s individual permissions. Based on configured permissions, the user cannot open the dashboard, or the user receives a notification at the top of the dashboard that informs the user that they can only view partial data.
When you delete a user, Genesys Cloud also deletes the dashboards that the user created or owned, whether those dashboards are public or not.

Performance dashboards allow you to create dashboards to display selected metrics and performance data about your contact center. Using the Metric and Chart widgets, you can select the metrics about the queues, users, wrap-up codes, flows, or flow outcomes that you want to see on your dashboards. To view online content such as streaming videos, real-time charts, news feeds, social media, and more, and to bring interactive content into your dashboard, add a Web Content widget. Use the Agent Status widget to select users to see agent statuses on your dashboards.

To access your Performance dashboards, perform the following:

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

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.

From Performance dashboards, you can create new dashboards and see the list view of all the dashboards created. To create a new dashboard, click New Dashboard. You can create up to 20 dashboards. There is no limit to the number of public dashboards that a user can access.

Note: You can view only public dashboards or dashboards created by the current user in the dashboard summary page. You cannot view private dashboards or dashboards created by other users.

After you create the dashboard, add widgets that customize the information that you want to see. For more information, see Add and edit Performance dashboards.

You can sort and search for dashboards. To search for a dashboard, enter its name in the Search field. To sort dashboards in ascending or descending alphabetical order, click the Title column.

You can filter your dashboards to display the All, Public, Private, Shared, and Favorites dashboards. You can filter your dashboards based on dashboard ownership. To display only the dashboards that you own, choose the Owned by me filter. To display all the dashboards that you and others own or share, choose the Owned by anyone filter. To display the dashboards that others own and share, choose the Not owned by me filter.

Note: If you choose the Private and Not owned by me filters, the system does not provide results.

You can also filter your dashboards based on the dashboard type. To display only the active dashboards, choose the Active dashboards filter. To display only the deleted dashboards, choose the Deleted dashboards filter.

Note: You can view only the dashboards, within the organization, deleted within the last 30 days.

You can recover only the dashboards, within the organization, deleted within the last 30 days. For more information about recovering the deleted dashboards, see the Recover deleted performance dashboards.

Note: If the recovery action is going to result in the number of active dashboards being higher than the allowed maximum limit, you cannot recover the selected dashboards. For more information about the limits, see .

To favorite any dashboard, click the Favorite dashboard icon. To customize the table columns, on the right side, click Pick columns . To rename, duplicate, share, and delete the dashboard, click the more icon that corresponds to each dashboard respectively and select Rename, Duplicate, Share, and Delete. For more information about how to share the performance dashboards, see Share Performance dashboards.

Notes:

The user can edit, rename, and delete the dashboards that they create (own). The user cannot edit, rename, or delete the dashboards that other users created (owned). The users with admin permission alone can delete the dashboards owned by other users.
Only the user who creates (owns) the dashboard can make it public or private.
You can favorite and duplicate any dashboard regardless of the ownership of the dashboard.
The users can recover deleted dashboards within 30 days. To recover the deleted dashboard, the user must log a ticket with Customer Care.
A deleted user’s dashboards are available for 30 days unless the dashboard was deleted due to a GDPR request.

Administrators can access and manage both public and private dashboards created by all the organization’s users from the dashboard summary page. The administrators can bulk delete dashboards of a single user or multiple users from the dashboard summary page to control the total number of dashboards within the organization. You can filter the dashboards based on active and inactive users and teams. For more information, see the Delete dashboards for users section in Add and edit Performance Dashboards. You can also bulk delete dashboards from the Dashboard owners page. For more information, see Performance dashboard owners.

Dark/Light mode

To select the dark/light mode theme for all the existing dashboards, enable/disable the Dark Mode toggle switch.

Notes:

By default, the light mode theme is on. When the dark mode theme is enabled, it is applied to all dashboards, including private dashboards owned by the user, public dashboards, and dashboards shared with the user.
When you change the dark mode theme for public dashboards or dashboards shared with you, the theme changes are visible only to you. The theme change is not visible to other users.

Performance dashboards refresh rate

Performance dashboard refresh rate is defined as the rate at which the system processes the near real-time data at the earliest possible time and makes it available to the user once all the jobs along the chain are done. The actual refresh timing depends on the load on the region at that time, the lag on the user’s internet connection, and the speed at which the user’s machine processes the data.

The Performance dashboards always update in real time except when you select a historical date range such as Yesterday, Last Week, and Last Month in your widget. At midnight, the date interval adjusts to the new version. For example, if the date range selected as Yesterday is May 6, then at midnight, the Yesterday date updates to May 7.

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