View aggregate performance data
View summary data for a group of users in select agents performance detail views, for a group of queues in the Queues Performance Detail view, and DNIS numbers in the DNIS Performance Detail view.
View aggregate data for a group of users
- Click Performance > Workspace > Contact Center > Agent Performance.
- 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 in the Filter user(s) field, search for and select users for which you want to see data.
- Near the list of users you selected, click View as group. Genesys Cloud displays the Agents Performance Detail view with aggregate data for the users you selected.
- To display the Agents Status Summary Detail view with aggregate data for the users you selected, click the Statuses summary tab.
- To display the Agents Interactions Detail view with aggregate data for the users you selected, click the Interactions tab.
- To customize the view to show only certain data, use the view’s filter and column customization options. For more information about a view’s customization options, see the Customize the view section in the article for that view.
- To save the view so you can quickly return to the same group and view, click Save .
Note: You cannot activate or deactivate agents for queues while the detail views show agent group aggregate data.
View aggregate data for a group of queues
- Click Performance > Workspace > Contact Center > Queue Performance.
- Click Menu > Analytics > Analytics Workspace.
- In the Default section, search for Queue Performance and then click the view name to open it.
- From the Queues Performance Summary view in the Filter queue(s) field, search for and select queues for which you want to see data.
- Near the list of queues you selected, click View as group. Genesys Cloud displays the Queues Performance Detail view with aggregate data for the queues you selected.
- To customize the view to show only certain data, use the view’s filter and column customization options. For more information about a view’s customization options, see the Customize the view section in Queues Performance Detail view.
- To export the aggregate data in view, click Export .
- To save the view so you can quickly return to the same group and view, click Save .
Note: You cannot view the Abandon metric detail view from the Queue Performance Detail view with aggregate data.
View aggregate data for multiple DNIS numbers
- Click Performance > Workspace Contact Center DNIS Performance.
- Click Menu > Analytics > Analytics Workspace.
- In the Default section, search for DNIS Performance and then click the view name to open it.
- On the DNIS Performance Summary view, in the Filter by full DNIS field, search for and select multiple DNIS numbers.
- Near the list of DNIS numbers you selected, click View as group. Genesys Cloud displays the DNIS Performance Detail view with aggregate data for the DNIS numbers you selected.
- To see the most current data, click Refresh. This view does not update automatically.
- To save the view with your filter and column settings, click Save.
- To export the data in the view, click Export .
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