Queue Topics Detail view

AI-generated summary

Genesys Cloud provides comprehensive analytics capabilities through its Queue Topics Detail view, which displays statistics and speech and text analytics topic data for interactions entering architect queues. Access to this feature requires appropriate permissions including UI supervisor queue details, routing queue, analytics conversation aggregate, analytics speech and text analytics aggregates, and speech and text analytics topic view permissions, with the view accessible through the Analytics Workspace. The platform offers extensive customization options to tailor analytics displays according to specific business requirements. Users can filter data by specific queues, user collections (organized by name, division, group, role, or location), and interaction parameters. The interface supports configurable column displays with show/hide and rearrangement capabilities, allowing users to select up to 20 columns and adjust column widths by dragging boundaries between headers. Customized filter and column settings can be saved as named views for quick access to frequently used data subsets, with these settings maintained across navigation and sessions. Date filtering functionality includes preset options spanning various time periods (Today, Yesterday, This week, Last week, Previous 7 days, This month, Last month, Previous 30 days, This month by week, Previous 3 months, Day, Week, Month, and Month by Week) as well as custom date ranges up to one year. Users can navigate between time periods using directional arrows and select alternative time zones for report generation. Media type filtering allows simultaneous selection of multiple interaction types, with the exception that voice and callback types cannot be selected concurrently. Additional filtering capabilities include DNIS (Dialed Number Identification Service) searches accepting full or partial numbers from the beginning of sequences with optional country codes, Direction filters for call direction organization, Flows and Flow Version filters for IVR routing path organization, Conversation Duration and Total Handle Time filters supporting Range, Above, and Below search modes, Wrap-Up code filters for specific classifications, and User filters for agent or team member associations. Interaction detail filters for "From" and "To" fields accept full email addresses and complete phone numbers with optional country codes, though partial phone number searches and hyphenated formats are not supported. The interface includes enhanced accessibility features such as improved keyboard navigation, screen reader support, and enhanced focus management. Users can sort columns in ascending or descending alphabetical order, apply categorical grouping through the Sort by menu, and reorder columns using drag-and-drop or keyboard navigation. Horizontal scrolling accommodates tables exceeding available screen width while preserving selected configurations. The Reset view to defaults option restores original column settings, and all modifications affect only the current view display without altering underlying data. Technical considerations include a 72-hour inactivity requirement for asynchronous interactions (email, messaging) to determine conversation completion, with topic metrics calculated using session end time rather than start time. Complete topic reporting updates require 72 to 96 hours after session end. The view integrates with other queue performance views and supports data refresh, export functionality, and toggleable chart displays for enhanced data visualization and analysis.

PrerequisitesClick to expand

The Queues Topics Detail view displays statistics and speech and text analytics topic data for interactions that enter an architect queue. For information about speech and text analytics topics, see About programs, topics, and phrases.

Available columns

To view the available columns, see Queue Topics 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.

To	Do this
Display the view	Click Menu > Analytics > Analytics Workspace. In the Default section, search for Queue Topics and then click the view name to open it. Select a specific queue.
Filter by a collection of users, by name, division, group, role, or location	Click Filter User(s) in the top left corner of the screen For more information, see Filter by user or collection of users in the Customize the view section below. Note that you can combine this filter with an interaction filter.
Customize the view using interaction filters	Click Toggle Filters Panel in the top left corner of the screen. See the sections below for more information about the available filters and columns. Note that you can combine the interaction filters with user filters.
Modify the topic trend columns that appear in the view	See how to Show, hide, and rearrange columns below.
Refresh the view	Click Refresh . The view updates automatically except when you use filters in the Filters pane. Refresh to display the most current data.
Save the view with your filter and column settings	Click Save .
Export the data in the view	Click Export .
Access the Queues Performance Detail view	Click any other tab.

Note: Each view has its own permissions. For permission requirements, see each view’s article. For more information, see . Speech and Text Analytics requires 72 hours of inactivity for asynchronous interactions (such as email and messaging) to determine that a conversation has ended. When processing the topic metrics, the system uses the session end time rather than the session start time. The topic metrics are emitted only after the session is classified as ended. Therefore, it takes 72 to 96 hours for the topic reporting to be completely updated after the session end time.

Customize the view

To show only certain data, customize the Queue Topics Detail view using 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. You can also save your filter and column settings as a saved view to switch quickly between different data of interest in the same view.

More information about customizing the Agents Topics Summary view is available in the following sections.

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 one year.

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.
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 three 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.
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 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.

You can select up to 20 topic columns.

Filter by interaction detailsClick to expand

Interactions filters

Filter	Description
From	Displays information for interactions sent from 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.
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.
ANI	Displays interactions with the selected ANIs. 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. You can search for multiple numbers by searching again.
DNIS	Displays information for interactions with the selected original DNIS number. This DNIS number was dialed at the beginning of 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.
Direction	Displays information about interactions of the selected directions.
Flows	Displays interactions associated with the selected IVR flows.
Flow Version	Displays interactions associated with the selected IVR flow version.
Conversation Duration	Displays interactions of the selected duration. To search for interactions of a custom duration, select the timeframe and use the controls to set the duration: Range: Displays interactions with durations within the selected range. Above: Displays interactions with durations above the selected duration. Below: Displays interactions with durations below the selected duration.
Total Handle	Displays interactions of the selected total handle time. To search for interactions of a custom total handle time, select the timeframe and use the controls to set the duration: Range: Displays interactions with total handle time within the selected range. Above: Displays interactions with total handle time above the selected duration. Below: Displays interactions with total handle time below the selected duration.
Wrap-Up	Displays interactions that have the selected wrap-up codes.
User	Displays interactions associated with the selected user.

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