Genesys Cloud's Email Agent Performance Detail view provides supervisors with comprehensive monitoring capabilities for individual and group agent performance metrics handling email conversations, featuring automatic updates and customizable display options. Access to this functionality requires specific permissions including Analytics, Directory, Routing, UI Supervisor, Groups, OAuth, and Telephony privileges.
The view supports extensive customization through configurable columns—up to 20 available options—with capabilities to show, hide, sort, resize, and reorder columns using drag-and-drop or keyboard navigation for improved accessibility. All customizations affect only the current display without modifying underlying data, and views can be reset to default settings at any time. Users can set default workspace time zones and toggle chart visibility according to reporting needs.
Data filtering capabilities span multiple dimensions including date ranges (with preset options and custom ranges up to 6 weeks), queues, skills, languages, direction, provider source, wrap-up codes, routing methods, Agent Assist status, work teams, ACD queue association, external tags, and external contact information. Multi-selection filtering is supported for languages, wrap-up codes, and work teams. When filtering by skills or languages, metrics adjust based on selections while agent lists remain constant. Real-time metric updates pause when filters are active, requiring manual refresh for current data.
Queue activation functionality allows supervisors to activate or deactivate specific queues for agents, enabling interactions from selected queues when agent status is "On Queue," with queue lists limited to 500 items displayed at 25 per page. Agent activation is unavailable when displaying aggregate data for agent groups. Administrative capabilities include modifying agent queue status, user status through dropdown selections, logging out agents to terminate active connections, and disassociating agents from stations. Out of Office is not available as a selectable status option.
The platform includes enhanced accessibility features such as keyboard navigation, screen reader support, and improved focus management. Data export functionality and custom filter configurations that persist across sessions are supported. Speech and text analytics metrics for asynchronous interactions such as email require up to 72 hours to update in reporting views. Routing data availability begins September 5, 2020, and SLA targets display only when meeting thresholds.
The following permissions:
Analytics > Conversation Aggregate – View
All permissions under Analytics > Data Export
Analytics > Speech and Text Analytics Aggregates – View
Directory > User – View
Routing > Queue – Join or Routing > QueueMember – Manage (to activate and deactivate agents)
UI > Supervisor Agent Details – View
Groups > Work Team – View(to filter by Work Team)
OAuth > Token – Delete (to log an agent out of Genesys Cloud)
Telephony > Station – Disassociate (to disassociate an agent from a station)
View detailed performance metrics for an agent or a group of agents that handle email conversations, including a summary row of data for the dates displayed. This view updates automatically except when you use filters from the Filters pane.
To see the most current data, click Refresh .
Available columns
To view the available columns, see the Email Agent Performance Detail view section in the View available columns in performance views by category article.
Near the list of agents you selected, click View as group. Genesys Cloud displays the Email Agent Performance Detail view with aggregate data for the agents that you select.
To save the view with your filter and column settings, click Save.
Note: Each view has its own permissions. For permission requirements, see each view’s article. Async interactions, such as email and messaging, take up to 72 hours for speech and text analytics metrics, such as topics and sentiment, to update in the reporting aggregate views.
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.
Note: You cannot activate agents in queues when the Email Agent Performance Detail view shows aggregate data for agent groups.
Customize the view
To show only specific data, customize the agents’ performance detail view. 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.
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 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 6 weeks.
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 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:
Click the date to display the date filter.
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.
To filter by information about the interaction, click Toggle filters panel , and then search or scroll to select the filter you want to use.
Interactions filters
Filter
Description
Queue
Displays metrics for interactions associated with the selected queues.
Filter for multiple queues at one time by entering other queues and searching again.
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 metrics for interactions of the selected directions.
Initial Direction
Displays information about interactions with the selected initial direction.
Provider
The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.
Wrap-up
Displays metrics 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.
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.
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.
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.
Displays metrics for data that is either associated or not associated with a queue.
Select Yes to filter for data associated with a queue, and No to filter for data not associated with a queue.
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.
Notes:
Real-time updates stop while any filters in the Filters pane are active. To get the most current data, click the Refresh icon.
When filtering the interaction information, the metrics change based on the filters used and the list of agents remains the same.
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.
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.
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.
From the Email Agent Performance Detail view, hover over the agent’s profile picture.
To set the agent's status to Off Queue or On Queue, select On Queue or Off Queue. If you change the status from On Queue to Off Queue, then the agent's status automatically also changes to Available.
To set the agent's user status, select a status from the status drop-down. If the agent's status is On Queue, selecting a user status also sets them to Off Queue.
Note: You cannot select Out of Office as a status.
If the status you select has secondary statuses, select a secondary status in the drop-down below the primary status.
From the Email Agent Performance Detail view, hover over the agent’s profile picture.
To log out an agent, click Log off. If the agent is On Queue, set the agent's status to Off Queue, and then click Log off.
Important: When you log out an agent, all active connections will be ended.
From the Email Agent Performance Detail view, hover over the agent’s profile picture.
To disassociate an agent from the station, click Disassociate Station.
Note: Users with Telephony > Station > Disassociate and Directory > User > View are able to disassociate agents from stations even if those agents are not within their divisions.
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Email Agent Performance Detail view - Genesys Cloud Resource Center