Agents Evaluation Detail view - Genesys Cloud Resource Center
Agents Evaluation Detail view
AI-generated summary
Genesys Cloud's Agents Evaluation Detail view within the Analytics Workspace displays completed and released evaluations for agents across selected time periods, requiring specific permissions including Analytics Data Export Directory, Quality Evaluation, Routing Queue, and Supervisor Agent Details access. The view offers extensive customization capabilities, allowing users to configure columns, set default time zones, and save filtered configurations as custom views for streamlined access to specific datasets.
Key functionality includes the ability to click individual agents to view detailed evaluation information, manually refresh data through user-initiated actions, and export data for external analysis. The interface provides navigation tabs for accessing related detail views such as Status , Evaluations, Interactions, Queues, Wrap-Up, and Schedule information. Queue Activation functionality enables administrators to control agent queue assignments by activating or deactivating queues, determining which interactions agents receive when their status is "On Queue." The Queue Activation pane supports searching and filtering through up to 500 queues with pagination controls displaying 25 queues per page.
Date filtering capabilities include custom date range selection up to one month or preset options such as Current Interval, Today, Yesterday, This Week, Last Week, Previous 7 Days, This Month, Last Month, and Previous 30 Days, with granular intervals available at 30-minute, daily, weekly, and monthly levels. Users can navigate between time periods using directional arrows and select time zones with the ability to save reports using the selected time zone. Data visualization features include expandable chart displays accessible through Show/Hide chart icons.
Table management functionality enables users to show, hide, and rearrange columns through an Edit Columns interface with sorting options in ascending or descending alphabetical order and grouping capabilities by categories. Column reordering utilizes a dedicated Reorder Columns tab with drag-and-drop functionality or keyboard shortcuts (Spacebar to select, arrow keys to position) to optimize accessibility. Users can select up to 20 columns and reset views to default settings. Column width adjustment is performed by hovering over column header boundaries and dragging borders to display longer values without truncation. Horizontal scrolling accommodates datasets exceeding available screen width while maintaining selected column widths. Enhanced accessibility features include keyboard navigation, screen reader support, and improved focus management. The platform supports multiple specialized views for monitoring agent performance, status, evaluations, queues, schedules, and interactions. Data variations between Agent Evaluation and Detail views may occur due to differences in data retrieval methods, time dimensions, and data sources, with each related view maintaining separate permission requirements
The following permissions:
All permissions under Analytics > Data Export
Directory > User – View
Quality > Evaluation – View
Routing > Queue – Join or Routing > QueueMember – Manage (to activate and deactivate queue members)
The Agents Evaluation Detail view displays information about an agent’s evaluations. This view shows all completed and released evaluations for an agent during the selected time period.
Available columns
To view the available columns, see Agents Evaluation Detail 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 view the Agents Evaluation Detail view:
Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Agent Evaluation and then click the view name to open it.
Click an agent.
To see the most current data, click Refresh . This view does not update automatically.
Note: The data shown in the Agent Evaluation Summary and Agent Evaluation Detail views do not always align exactly. This variation is due to differences in how each view retrieves and filters data, including distinct time dimensions and data sources.
To save the view with the your filter and column settings, click Save.
Note: Each view has its own permissions. For permission requirements, see each view’s article.
Activate agents for queues
Activate and deactivate queues for agents. After you activate a queue for an agent, when the agent’s status is On Queue, the agent receives interactions from that queue. Agents themselves can also choose the queues to work. To activate a queue for an agent, the agent must be a member of that queue.
To activate an agent for a queue from this view:
Click the Queue Activation icon . The Queue Activation pane appears.
Search or scroll to select the queues in which you want the agent to work.
(Optional) To traverse between the pages, use the pagination controls such as Previous , Next , First , and Last icons.
Note: The list of queues is limited to 500 and the number of queues per page is limited to 25.
Click Update.
Customize the view
Customize the Agents Evaluation Summary view to show only certain data. For example, you can choose to show only certain columns or filter to show previous weeks. 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 quickly switch between different data of interest in the same view.
Filter by users to populate the summary row with aggregate data about those users.
This view shows all released evaluations for an agent during the selected time period.
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
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 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.
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.
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.
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.