Agent Timeline Detail view

AI-generated summary

Genesys Cloud's Agent Timeline Detail view provides supervisors with comprehensive visual representations of agent activities and conversations through Analytics Workspace under Agent Performance. This feature displays how voice interactions interweave with simultaneous digital interactions including callbacks, chat, email, and messages, requiring specific permissions (ui > supervisorAgentDetails, analytics > conversationDetail, and analytics > userAggregate) for access. The timeline interface displays primary status, secondary status, routing status, and various interaction types with customizable zoom and horizontal scroll functionality to examine specific time intervals. Users can zoom using Ctrl+scroll on Windows or Cmd+scroll on Mac, and scroll horizontally using trackpad navigation on Windows or Shift+scroll on Mac. The platform supports data filtering by custom date ranges up to seven days, though a warning displays when interactions exceed 200 within the selected timeframe. Genesys Cloud provides extensive filtering and customization options for metrics analysis across various time periods and data dimensions. Date presets include Current Interval, Today, Yesterday, This Week, Last Week, Previous 7 Days, Interval, Day, and Week, with the ability to select custom date ranges through the date filter. Time zone selection functionality allows users to view data in different time zones and save reports with the selected time zone preference. Navigation arrows enable movement between consecutive time periods using the same preset. Additional filtering capabilities include media type selection through the Filter icon to isolate specific interaction types, and the Select Metrics function allows users to choose up to 12 metrics from Count-based, Percentage-based, and Time-based categories. The Select Rows feature enables users to display or hide timeline rows such as Primary Status, Secondary Status, Routing Status, and Interactions. The Show Interactions List function displays all interactions for the chosen date range on the right side, with the ability to click individual interactions to access detailed information on a dedicated details view page. Notable limitations include no display of status information during extended agent inactivity periods and a maximum seven-day data retention window for analysis.

PrerequisitesClick to expand

The Agent Timeline Detail view provides a detailed visual representation of the conversations handled by the agents. This view enables the supervisors to gain increased visibility into the activities of the agents. The supervisors can see how the sequence of voice conversations handled by the agents is interwoven with the overlap of multiple simultaneous digital interactions.

By default, this view provides details about primary status, secondary status, routing status, and various interactions such as voice, callback, chat, email, and message.

To view the agent timeline details:

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Agent Performance and then click the view name to open it.
From the Agents Performance Summary view, click an agent name. The Agent’s Performance Detail view displays.
Click the Timeline tab. The Agent Timeline Detail view appears.

To see the most current data, click Refresh .

To save the view, click Save View.

You can zoom in and out of the time range in the timeline. For example, you can see that the 9–10 PM time interval on March 3rd is selected in the date picker. However, the timeline is zoomed in to just before 9:15 and just after 9:45 PM. If you zoom out, you can see the whole hour from 9 to 10 PM. If you have zoomed in to shorter than an hour, you can scroll horizontally to the 9:00 PM boundary to the left and the 10:00 PM boundary to the right.

To zoom in and out in the Windows OS system, you can hold the Control (Ctrl) key and scroll with your mouse or trackpad. To scroll horizontally in the Windows OS system, you can use a trackpad. To zoom in and out in the Mac OS system, you can hold the Command (CMD) key and scroll with your mouse or trackpad. To scroll horizontally in the Mac OS system, you can hold the shift key and scroll with your mouse or trackpad.

Note:

The timeline does not show any results for primary status, secondary status, or routing status if the agent has had long periods of inactivity.
You can view data only for up to seven days.
If the number of interactions within the selected time range is more than 200, a warning message is shown at the top and a link is given to the Agent Interaction Details view page.

Customize the view

To show only specific data, customize the agent timeline detail view. For example, you can choose to view only certain metrics or filter to see certain types of interactions.

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 7 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
Current interval	Shows data for the current 30-minute time period.
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.
Interval	Shows data for a 30-minute time period.
Day	Shows data for a single 24-hour day.
Week	Shows data for a Sunday through Saturday time period.

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

Select metricsClick to expand

To select the metrics for the summary row:

Click Select Metrics.
Select the required metric categories such as Count-based, Percentage-based, and Time-based.
Choose the required metric. For more information about the available metrics, see the Agent Timeline Detail view section in the View available columns in performance views by category article.
Note: You can choose up to 12 metrics.
Click Add. The selected metrics are displayed.

To view the consolidated list of available metrics in the performance views, see Consolidated view of available columns in performance views.

Select rowsClick to expand

Show or hide interaction listClick to expand

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Customize the view

To show only specific data, customize the agent timeline detail view. For example, you can choose to view only certain metrics or filter to see certain types of interactions.

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 7 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
Current interval	Shows data for the current 30-minute time period.
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.
Interval	Shows data for a 30-minute time period.
Day	Shows data for a single 24-hour day.
Week	Shows data for a Sunday through Saturday time period.

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

Select metricsClick to expand

To select the metrics for the summary row:

Click Select Metrics.
Select the required metric categories such as Count-based, Percentage-based, and Time-based.
Choose the required metric. For more information about the available metrics, see the Agent Timeline Detail view section in the View available columns in performance views by category article.
Note: You can choose up to 12 metrics.
Click Add. The selected metrics are displayed.

To view the consolidated list of available metrics in the performance views, see Consolidated view of available columns in performance views.

Select rowsClick to expand

Show or hide interaction listClick to expand

Agent Timeline Detail view

Customize the view

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Agent Timeline Detail view

Customize the view

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