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 366 days. 

To use a preset to filter metrics, complete the following steps:

1. To display the date filter, click the date.
2. In the Presets list, select a preset date option.

Date presets

• To use a custom date range to filter metrics, complete the following steps:

1. 1. Click the date to display the date filter.
   2. Select a start date and an end date on the calendar, and click the filter arrow .

• 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 media type, perform the following:

1. Click the Toggle filters panel icon .
2. Select the required media type. 

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.

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:

1. At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane appears.
2. Click the Manage columns tab. 
3. (Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z. 
4. (Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
5. (Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle.
6. Search or scroll to select the columns you want to view.
   Note: You can also use keyboard navigation to choose the columns.
7. 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:

1. At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane (column picker) appears.
2. Click the Reorder columns tab. 
3. Click the grid icon of a column, and then drag and drop to reorder it within the column picker.

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:

1. Hover over the boundary between two column headers.
2. When the resize cursor appears, click and drag the column border left or right.
3. 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:

1. Use the horizontal scroll bar at the bottom of the table.
2. 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.

To enter names of users you want to view, click the Filter user(s) search icon . Genesys Cloud populates the summary row with aggregate data about those users. You can filter by a User name, Division name, Group name, Work Team name, Role, or a Location. As you enter a name, the suggested names are displayed in the search results with the filtering type on the right. When entering a user name, you can also select the Reports to filtering type, to display the user's direct reports. You can continue to enter and select additional users to add to the view. 

Filter by selecting multiple users

You can select multiple users to filter by. 

1. In the user's row, select the check box.
2. Continue selecting user check boxes to add to filters. 
3. Click Add to filters.

To use the summary row to see aggregate metrics for multiple users, search for and select multiple users. The summary row then shows aggregate metrics for the selected users. 

View aggregate data

To view aggregate data for several users, filter for multiple users and click View as group. Genesys Cloud displays the Agents Performance Detail view with aggregate data for the users that you selected. Use the Back arrow icon to return to the Agents Performance Detail view.

To filter the agent list by user type, in the top left corner, choose any one of the required user types from the Active Users filter:

• Active Users (Default) – To filter only the active agents in the organization from the agent list.
• Inactive Users – To filter only the inactive agents in the organization from the agent list.
• Active and Inactive Users – To filter both the active and inactive agents in the organization from the agent list.
• Deleted Users – To filter only the deleted agents in the organization from the agent list.

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

Data in the view can be displayed in a chart. To view the chart, click the Show/Hide chart icon .

To filter by information about the Predictive Engagement journey details of the interaction:

1. Click Toggle filters panel . 
2. Click the Journey tab.

Journey filters

To filter by information about External Contact details of the interaction:

1. Click Toggle filters panel . 
2. Click the External Contact tab.

External Contact filters

From the Agents Performance Summary view, hover over the presence dot beside an agent’s name.

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.

If the status you select has secondary statuses, select a secondary status in the drop-down below the primary status. 

From the Agents Performance Summary view, hover over the presence dot beside an agent’s name.

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.

From the Agents Performance Summary view, hover over the presence dot beside an agent’s name.

To disassociate an agent from the station, click Disassociate Station.