Queues Performance Detail view

AI-generated summary

Genesys Cloud's Queues Performance Detail view provides comprehensive queue monitoring and analytics capabilities through customizable filters, column controls, and real-time data visualization. The platform requires specific permissions including Analytics Conversation Aggregate View, Speech and Text Analytics Aggregates View, Routing Queue View, and Supervisor Queue Details View access to enable full functionality. Users can monitor key performance indicators such as Offer, Answer %, Abandon %, Average Speed to Answer (ASA), Service Level, and Average Wait time for inbound queue interactions. The view supports automatic updates for real-time data when viewing current date ranges, while historical date ranges require manual refresh. Data visualization includes bar graphs that update every 30 minutes or upon page reload, with layered visualization capabilities for dual-statistic comparisons and hover functionality displaying specific time periods and numerical values. Customization options enable users to display specific data columns, apply multiple filters, and save personalized view configurations with particular filters and column settings for quick switching between different data perspectives. Date filtering supports custom ranges up to 366 days or preset options including Today, Yesterday, This Week, Last Week, Previous 7/30 days, and Previous 3 months. Users can aggregate data across multiple queues by selecting them in the Filter by queue(s) field and using the View as group option. The platform provides extensive filtering capabilities across multiple interaction parameters including skills, languages, direction, DNIS, phone numbers, email addresses, users, wrap-up codes, message types, routing methods, work teams, and external tags. Media type filtering allows selection of multiple types simultaneously, except voice and callback types which are mutually exclusive. Skills filters display routing skills assigned to selected users based on divisional access permissions, while language filters enable multi-selection to display metrics for interactions with agents possessing specified languages. Table management features include column visibility controls, resizing, and horizontal scrolling for large datasets. Users can select up to 20 columns, reset views to default settings, and resize individual columns by dragging column borders. Column reordering is performed via drag-and-drop or keyboard navigation to prioritize accessibility through improved keyboard navigation and screen reader support. Additional filtering options support survey data analysis by survey type and response status, outbound detail searches by campaign name and contact lists, journey detail interactions with customer journey data, and external contact searches by name, address, phone number, email address, organization name, and custom fields. For asynchronous interactions such as email and messaging, Speech and Text Analytics metrics including topics and sentiment require up to 72 hours to update in reporting aggregate views. The platform includes data export functionality and access to related Interaction and Agent detail tabs, enabling comprehensive queue performance reporting and analysis.

PrerequisitesClick to expand

The following permissions:

Analytics > Conversation Aggregate – View
Analytics > Speech and Text Analytics Aggregates – View
Routing > Queue – View
All permissions under Analytics > Data Export
UI > Supervisor Queue Details – View
Groups > Work Team – View (to filter by Work Team)

To see survey columns and data, the following permissions:

Analytics > Survey Aggregate – View
Quality > Survey Form – View

In the Queues Performance Detail view, see current and past activity and statistics for a specific queue or a group of queues. Customize the view with filters and column controls. To view information about statistics relative to the currently selected filters, use the bar graphs.

You can also view queue metrics based on skill and language groups in the Queues Performance Detail view. For more information, see Skills Performance view.

This view updates automatically except when you use filters from the Filters pane.

This view performs live updates to data in the real-time columns when the following occurs:

If you view a date range that includes the current interval such as today, this month, and more.
If you apply a filter other than media type or queue.

This view does not perform live updates to data if you view a historical date range that does not include the current interval.

To see the most current data, click Refresh.

Available columns

To view the available columns, see the Queues Performance Detail 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.

View data for a specific queue

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, select a queue. The Queues Performance Detail view appears with data for that queue.
To open the Abandon Insights view and see more details about the abandoned metric, click the Abandoned statics in the summary row.
To export the data in the view, click Export .
To save the view with your filter and column settings, click Save.
To view data about interactions related to the queue, click the Interaction tab to open the Queues Interactions detail view.
To view data about the performance of agents who are a member of that queue, click the Agents tab to open the Queues Agents Detail view.

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 by 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 that you selected.
To export the aggregate data in the view, click Export .
To save the view with your group, filter, and column settings, click Save
To view data about interactions related to the queues, click the Interaction tab to open the Queues Interactions detail view.

Note: The Offer, Answer %, Abandon %, ASA, Service Level, and Avg Wait columns show metrics for inbound interactions handled in a queue. All other columns show metrics for both inbound and outbound interactions that a queue handled.

For async interactions, such as email and messaging, it takes 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 queues performance detail view. For example, you can choose to show only certain columns or filter to see certain types of interactions. If you return to the Queue Performance Detail view, then your filters and column changes remain. You can also save your filter and column settings as a saved view to switch between different data of interest in the same view quickly.

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 366 days.

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
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.
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.
Last month	Shows data for the previous calendar month with no extra days.
Previous 30 days	Shows data for the previous 30 days.
Previous 3 months	Shows data for the previous 3 months. For example, Nov 1, 2022 – Jan 31, 2023.
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, and click the filter arrow .

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.

When each row shows a day, click a row to view that day’s 30-minute intervals.

View bar graphsClick to expand

To view bar graphs for different statistics, click a metric in the header section. For example, click Answer % to view a graph of offered and answered interactions.

The graphs update every 30 minutes or on page reload: they do not update in real time.
To see the time period and numbers that the graph represents, hover over a bar in the graph.
In graphs that show two statistics, the view layers the bar chart instead of stacking it. The view layer graphs to make identifying ratios easy.
To view more information about the data displayed in a specific column in a bar chart, click the column. The entire view updates to show the details for the time period in the column that you clicked. If the view shows 30-minute intervals, then this option is not available because 30-minute intervals are the smallest unit of time that this view can display.

Filter metrics by media typeClick to expand

To filter by media type, perform the following:

Click the Toggle filters panel icon .
Select the required media type.

Notes:

When filtering, you can select more than one media type. Click the relevant media type to select or deselect the type.
You cannot select the voice and callback types at the same time.
If you select voice, the callback option will be deselected. If you select callback, the voice interaction will be deselected.
The available media types may vary from those shown above.

The selected media type icon is displayed above the column headers. For more information about various media types and their settings, see the Set behavior and thresholds for all interaction types section in the Create and configure queues.

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 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.

Some metrics are not relevant for all filters. For example, the "offer" metric only applies to queues, not users. If you filter by a user, then the offer column does not include data.

Interactions filters

Filter	Description
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 information about interactions of the selected directions.
Initial Direction	Displays information about interactions with the selected initial direction.
DNIS	Displays information for interactions with the selected DNIS numbers. Enter only the DNIS number, including the country code. For example, enter 13172223333. Do not include other characters such as +, -, or ( ). Enter the full DNIS number, such as 13172223333. The filter cannot search for a partial DNIS number. Filter for multiple numbers at one time by entering other numbers and searching again.
Session DNIS	Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction. Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ). You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search. Filter for multiple numbers at one time by entering other numbers and searching again.
To	Displays information for interactions sent to the selected email addresses. Enter the full email address, such as person@example.com. The filter cannot search for a partial address. Filter for multiple addresses at one time by entering other addresses and searching again. When searching for a phone number, enter the entire phone number. For example, enter 13171002997 or 3171002997 to search for interactions sent to +1 317-100-2997. The filter cannot search for a partial phone number and it cannot process hyphens. You can omit the country code.
User	Displays information associated with the selected users. Filter for multiple users at one time by entering other users and searching again. To see and select inactive users in the User filter search, select Include inactive users. To see and select deleted users in the User filter search, select Include deleted users.
Wrap-up	Displays information 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.
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.
Has Media	Only shows interactions that have multimedia content. This filter only appears if you set the media type filter to Message.
Provider	The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.
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.
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.
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.
First Queue	Displays data for the first queue of an interaction. Select the First Queue check box to retrieve queue statistics for only the first queue that the interaction occurred on.
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.
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 survey detailsClick to expand

To filter by survey details of the interactions:

Click Filters.
Click the Surveys tab.

Filter	Description
Survey Type	Web: Displays data for web surveys. Voice: Displays data for voice surveys.
Survey Response Status	Full: Displays data for the surveys that were completed with all required questions answered by the customer. Partial: Displays data for the surveys that were completed with some but not all required questions answered by the customer.

Currently, Genesys Cloud does not save the conversation direction data for the survey-related metrics.

If you do not suppress the voice recording, you can hear the voice survey part of the recording, even if the survey status shows Error.

Filter by outbound detailsClick to expand

To filter by information about the outbound details of the interaction:

Click Toggle filters panel .
Click the Outbound tab.
Search or scroll to select the filter you want to use.

Outbound filters

Filter	Description
Campaign Name	Name of the campaign.
Contact List	Displays metrics for interactions associated with the selected contact lists. Filter for multiple contact lists at one time by entering other contact list names and searching again.

Filter

Description

Campaign Name

Name of the campaign.

Contact List

Displays metrics for interactions associated with the selected contact lists.

Filter for multiple contact lists at one time by entering other contact list names and searching again.

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.

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