Genesys Cloud's Workitem Performance view enables supervisors and administrators to monitor workitems across all workbins, worktypes, and statuses to understand contact center workload and accumulated work through predefined process flows. Access requires specific permissions including Workitems view, Worktype view, Analytics taskManagementAggregate view, and queryJob permissions.
The view displays page totals and allows users to generate metric graphs within specified date ranges. Users can customize the interface by showing or hiding columns, filtering data, resizing columns, and scrolling horizontally for large datasets. The interface supports enhanced keyboard navigation and screen reader accessibility, with users able to set a default time zone in the analytics workspace and save customized views with applied filters and column settings. Data export is available through the export panel, though the view does not update automatically and requires manual refresh to display current information.
Column management options include sorting alphabetically or by category grouping through the Edit columns icon in the table header. Users can reorder columns using drag-and-drop functionality or keyboard shortcuts (Spacebar to select, arrow keys to position), with a maximum of 20 selectable columns. Column resizing is available by hovering over column header boundaries and dragging to adjust width, enabling visibility of longer values such as conversation IDs and usernames without truncation. A Reset View to Defaults option restores original column settings, and all modifications affect only the current display without altering underlying data.
Filtering capabilities include metrics refinement by workbin through searchable checkboxes supporting multiple selections, and by date using preset options (Today, Yesterday, This Week, Last Week, Previous 7 Days, This Month, Last Month, Previous 30 Days, Day, Week, Month) or custom date ranges up to one month. Additional filtering options allow users to refine views by queue, worktype, workitem assignee, external tag, status, and workitem. The queue and worktype filters support multi-selection through searchable fields, while the workitem assignee filter includes optional toggles to display inactive and deleted users. A global search function accessible through the Filter icon enables users to quickly locate available filters by name. The interface provides inline editing capabilities for modifying workbins and worktypes directly from the Workitem Performance view page through a more options menu.
Genesys Cloud includes a feedback mechanism for documentation improvement, allowing users to rate article helpfulness and specify reasons for their assessment by role (Agent, Administrator, Developer/Engineer, Partner, Supervisor, Support, or Other). Related documentation covers views and dashboards, work automation, and performance summaries for queue and agent workitems.
The following permissions:
Workitems > Workbin – View
Workitems > Worktype – View
Analytics > taskManagementAggregate – View
To access the list view:
Workitems > queryJob – Add or View
All permissions under Workitems – queryJob
All permissions under Workitems – queryJobResults
Workitems > queryJobResults – View
The Workitem Performance view displays the number of workitems across all workbins and their related worktypes and statuses. The supervisors and the administrators can use these statistics to understand the amount of work that comes into the contact center and the amount of work accumulated via the predefined process flows.
Available columns
To view the available columns, see the Workitem Performance view section in the View available columns in performance views by category article.
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 see the Workitem Performance view, perform the following:
Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Workitem Performance and then click the view name to open it.
Note: This view does not update automatically. To see the most current data, click Refresh .
The top of the view displays the totals for that page. To display a graph of a metric per interval within the date range, select a metric in the total row.
To save the view with your filter and column settings, click Save View.
To show only certain data and to manage your exports, customize the Workitem Performance view. For example, you can choose to show only certain columns or filter to see certain types of interactions.
Data in the view can be displayed in a chart. To view the chart, click the Show/Hide chart icon .
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:
Click to select the grid icon of the column to be reordered, and on the keyboard, press the Spacebar.
To position the column, use the Up or Down arrow keys.
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.
To enter the names of the workbins you want to view, click Filter workbin(s). Enter the name of the workbin and select the workbin from the search results. You can continue to enter and select more workbins to add to the view.
Filter by selecting multiple workbins
You can select multiple workbins to filter by.
In the workbin row, select the check box.
To add filters, select more check boxes.
Click Add to filters.
To customize analytics views, use the date filter.
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 month.
To use a preset to filter metrics, complete the following steps:
Click the date to display the date filter.
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 and 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.
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 see the data up to the current date.
To use a custom date range to filter metrics, complete the following steps:
To display the date filter, click the date.
Select a start date and an end date on the calendar.
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.
The global search allows you to easily find the available filters from the list of filters.
To find filters by global search:
Click the Filter icon . The Filters pane appears.
In the top section, in the Search for filters search box, enter the name of the preferred filter and select the filter from the search results.
To filter metrics by queue, follow these steps:
Click the Filter icon . The Filters pane appears.
Under Queue, in the Search for queues search box, enter the name of the queue and select the queue from the search results. You can continue to enter and select more queues to add to the view.
To filter metrics by worktype, follow these steps:
Click the Filter icon . The Filters pane appears.
Under Worktype, in the Filter by worktype search box, enter the name of the worktype and select the worktype from the search results. You can continue to enter and select more worktypes to add to the view.
To filter metrics by workitem assignee, follow these steps:
Click the Filter icon . The Filters pane appears.
Under Workitem assignee, in the Filter by assignee search box, enter the name of the assignee and select the assignee from the search results. You can continue to enter and select more assignees to add to the view.
(Optional) To see and select inactive users in the assignee filter search, select Include inactive users.
(Optional) To see and select deleted users in the assignee filter search, select Include deleted users.
To filter metrics by external tag, follow these steps:
Click the Filter icon Icon included. The Filters pane appears.
Under Worktype assignee, in the Filter by External Tag search box, enter the name of the external tag and select the external tag from the search results. You can continue to enter and select more external tags to add to the view.
To filter metrics by status, follow these steps:
Click the Filter icon . The Filters pane appears.
Under Status, in the Filter by status search box, enter the name of the status and select the status from the search results. You can continue to enter and select more statuses to add to the view.
Note: To filter by workitem, select at least one workbin or worktype and click Add to filter.
To filter metrics by workitem, follow these steps:
Click the Filter icon . The Filters pane appears.
Under Workitem, in the Filter by workitem search box, enter the name of the workitem and select the workitem from the search results. You can continue to enter and select more workitems to add to the view.
Note:
To edit a workbin from the Workitem Performance view page, click the more icon corresponding to the workitem and click Edit workbin .
To edit a worktype from the Workitem Performance view page, click the more icon corresponding to the worktype and click Edit worktype .