Home overview

The Home view enables agents and supervisors to view widgets and corresponding data directly related to their roles. 

As an agent, you can view data related to your schedule, tasks, and performance in one place. At a glance, you can see your off-queue summary, current or upcoming schedule, scorecard, leaderboard, and coaching appointments. You can do the following:

• View today’s schedule.
• Stay in adherence and conformance by taking breaks at the scheduled time.
• View manager evaluations and provide feedback.
• Meet with your supervisor for coaching.
• Track your performance against objectives and peers in My Performance.
• Stay up to date on new policies and procedures.
• Complete learning content for professional development.

As a supervisor, you can enable the supervisor view from the Home view to monitor team performance and take action in one place. Use widgets to identify where to focus and act without navigating to individual feature pages. You can:

• Monitor team performance and identify areas that need attention.
• View agent scorecards (requires Scorecard > View All permission with access to the agent’s division).
• View leaderboards across gamification profiles (requires Leaderboard > View All permission with division access).
• Open an agent’s scorecard directly from the leaderboard by clicking the agent’s name.
• View custom profile leaderboards that include all members, regardless of division.
• Access features directly from widgets for deeper administration.
  Notes:

  • A custom profile belongs to one division.
  • Profile members can belong to any division.
  • You can view custom profiles only for divisions to which you have access.
  • To view an agent’s scorecard, you must have permission to access the agent’s division. For more information, see Scorecard and Leaderboards.

  Available actions in the Home view

  The upper right corner of the Home view displays icons using which you can perform specific actions. Click a tile for information on each action. 

  Expand allCollapse all

  Customize viewClick to expand

  The Customize View list allows you to edit the layout and manage the widgets available on the Home view. 

  To edit the layout in the Home view, perform the following steps:

  1. From the Customize View list, click Edit Layout.
  2. The widgets are unavailable. Use the icon to move around each widget.
  3. Once you have arranged the widgets, click .  

  To manage the widgets on the Home view, perform the following steps:

  1. From the Customize View list, click Manage Widgets.
  2. The Manage Overview widgets panel is displayed. All widgets are selected by default.
  3. Modify the selections on this panel as required.
  4. Click Save.

  Refresh dataClick to expand

  To refresh the data in the Home view, perform the following steps:

  1. Click Menu > Home.
  2. The Home view appears. From the upper right corner of the screen, click Refresh . The data is refreshed in real time. 

  To navigate to the Home view, click Menu > Home.

  Widgets on the Home view for agents

  As an agent, you can view the following widgets. For more information, click a tile.

  ScheduleClick to expand

  View your daily activities, including start times for each activity. To see your full schedule, click View Full Schedule. Your schedule updates in real time. For more information about viewing your schedule and your team's schedule, see My Schedule view and Team schedule view, respectively.

  Notes:

  • The cards displayed in the Home view depend on your permissions.
  • You can rearrange cards to suit your preferences.

  Coaching appointmentsClick to expand

  The coaching appointments card shows your future coaching appointments. For more information, see My Development view. 

  Evaluation summaryClick to expand

  The evaluation summary card shows details about aggregate evaluation scores. It includes: 

  • This week (Sunday to Saturday)
  • This month (Calendar month)

  Each interval includes:

  • Average total score
  • Average critical score
  • Number of scored evaluations
  • Day span or month
  • Select how to view dates:
    • Release date (default) - The date on which the evaluation was released to you
    • Created date - The date on which the evaluation was generated
    • Conversation date - The date of the conversation

  Use the form selector to view all forms or a specific form

  Evaluations Due for Review

  View evaluations from the last 30 days that require your acknowledgment. Each evaluation includes:

  • Form name
  • Media type, Queue, Conversation Date
  • Evaluator
  • Total score

  You can review details, add comments, and acknowledge each evaluation.

  ScorecardClick to expand

  View performance metrics based on your assigned gamification profile, including:

  • Daily points total
  • All-time total number of points
  • Average points for the day of the week
  • Average points across agents in your profile

  The trend chart shows daily points over time. A dotted line indicates your average points for the selected interval.

  Assigned modulesClick to expand

  The assigned modules card shows the modules assigned to you. For more information, see My Development view. 

  Personal bestsClick to expand

  View your highest points for a day, week, and month. You can also see top performers in your gamification profile.

  Note: When you move to a different gamification profile, your personal bests remain. Profile bests update based on your current profile. Historical profile bests are not displayed.

  ContestsClick to expand

  View your active, completed, and upcoming contests.

  • Active contests: See your current rank and remaining time
  • Completed contests: See past contests and your rank (if you reached a prize tier)
  • Upcoming contests: See future contests

  Click any contest to see the details. The Contests pane displays. Click the image to enlarge.

  

  • Home: Rules, rankings, points, and remaining time
  • Scoring: Your score and metric breakdown
  • Leaderboard: Top participants and your position (± one rank)
  • Prizes: Available rewards

  If multiple users win the gold tier, the system displays the prize with all winners listed. If one user wins, it shows their name and avatar (if available). If the contest is anonymized, the system hides winner identities in the celebration banner.

  AdherenceClick to expand

  View your adherence for the current day, including:

  • Adherence percentage
  • Progress toward your target
  • Number of exceptions
  • Conformance percentage

  A progress bar shows your target (for example, 90%).

  To view past data, use the navigation arrows next to the date.

  To change the Adherence card's view to display data by day, week, or month, perform the following steps:

  1. Click the Adherence Filter icon. The Adherence Settings pop-up appears.
  2. Click the View By list.
  3. Select whether you want to display the details for a day, week, or month.
  4. Select the dates you want to view.

  The widget automatically updates in the background as you select a different view.

  When you select the day view, the View Details link is displayed. Click the link to open the Adherence dialog box, which provides the following information:

  • On the left side of the dialog box, the date for which adherence data appears. You can change the date by clicking the and arrows or the  icon.
  • On the right of the dialog box, the Adherence %, Adherence Target, Exceptions, and Conformance % details appear.
  • The graph represents your adherence data by category: Scheduled, Actual, and Exceptions.

  When you hover over an exception, you can view detailed information, including the scheduled and actual activities, status, secondary status, start and end times, and duration.

  Note: Changes to schedules, activity codes, or adherence settings can take up to 15 minutes to update on the adherence widget.

  Today's leaderboardClick to expand

  View your ranking for today and compare your performance with others in your gamification profile.

  Submit an adherence adjustmentClick to expand

  In the Adherence Details view, click Request Adjustment to open the Adjustment dialog box. You can then configure and submit an adherence adjustment request.

  1. To change the date, use one of the following methods:
     • Click the Calendar icon next to the displayed date, and then select a date.
     • Click the Previous or Next arrows to move to the previous or next date.
  2. To automatically populate the Start Time and End Time fields, click an exception.
  3. To manually change the start or end time, enter a new time or click the Clock icon and select a time.
  4. To adjust the time range visually, enable Drag to select, and then:
     • Drag the start time to the beginning of the previous exception.
     • Drag the end time to the end of the next exception.
  5. From the Reason Code list, select a reason for the adjustment.
  6. (Optional) Add notes to the request.
  7. Click Submit.

  When you hover over a pending adjustment, you can view details such as the start time, end time, status, and reason code. You can also edit or delete a pending adjustment.

  Note: You can view all previously submitted adherence adjustments in your schedule. For more information, see My Schedule view.

  The Home view for agents displays the following icons on the widgets:

  • Refresh icon: Refreshes and displays the latest data on the corresponding widget.
  • Filter icon: Displays the filter options on the Evaluation Summary widget. When you click , it further displays the Customize Evaluations View dialog box, which further displays options to filter the results. 

  Widgets on the Home view for supervisors

  As a supervisor, you can use the View As list to access the available Home views. To enable the supervisor view, perform the following steps:

  1. In the right corner of the Home view, click the View As list.
  2. Select Supervisor. The Supervisor view displays the widgets that are applicable to the supervisor. You can also select Favorites to view widgets that you marked as favorites from other Home views.

  Add widgets to the Favorites view

  Use the Favorites view to access your preferred widgets from different Home views in one place. You can add widgets from any available view to Favorites and arrange the view based on your preferences.

  To add a widget to the Favorites view, perform the following steps:

  1. From the View As list, select the view that contains the widget that you want to add.
  2. On the widget, click the Favorite star icon. If the Favorite icon does not appear because of the widget size, click More and select the Favorite option.
  3. Repeat these steps to add widgets from other views as needed.
  4. From the View As list, select Favorites.
     Note: You can rearrange and resize widgets in the Favorites view in the same way as widgets in other Home views.
  Learning performanceClick to expand

  Filter module assignments to focus on specific users or time periods. To select a user grouping, click the Settings icon in the upper-right corner. Available options include Direct Reports, Group, Work Team, and Date From/To.

  
  

  View the following indicators:

  • All Module Assignments: Shows the ratio of completed and outstanding assignments, including those with or without scores
  • Scored Module Assignments: Shows only scored assignments and displays the pass/fail ratio for completed items

  Click the Expand icon to expand and Collapse icon to collapse the view. The action icon () allows supervisors to open the Agent development detail view, with pre-filtered module information.

  To navigate to the Agent development summary view, click View all learning in the lower left corner.

  Learning complianceClick to expand

  Filter assignments by category or user grouping. To select a grouping, click the Settings icon in the upper-right corner. Available options include Direct Reports, Group, Work Team, and Date From/To. 

  

  To view assignments by status, click a status segment:

  • Overdue – Assignments that are not completed and have exceeded their due date.
  • Invalid – Assignments that are not completed and require rescheduling within Workforce Management.
  • Upcoming – Assignments that are not completed and have not yet exceeded their due date.

  Click the Expand icon to expand and Collapse icon to collapse the view. The action icon () allows you to reschedule an assignment directly in the supervisor view.

  To navigate to the Agent development summary view, click View all learning in the lower left corner.

  Coaching complianceClick to expand

  The Coaching Compliance widget provides supervisors and managers with a quick overview of coaching appointment activity for their direct reports within a specified evaluation period.

  The widget categorizes coaching appointments into the following statuses:

  • Overdue – Coaching sessions that were expected to occur but have not been completed within the required timeframe.
  • Invalid – Coaching appointments that are incomplete, incorrectly configured, or do not meet compliance criteria.
  • Upcoming – Scheduled coaching sessions that are planned for a future date.

  Since there are currently no appointments, all categories display a count of zero.

  The View All Coaching link at the bottom of the widget allows users to navigate to the detailed coaching view for additional management and tracking activities.

  

  Real-time adherenceClick to expand

  The Real-Time Adherence widget displays the list of agents according to their adherence status. You can view the adherence details at management unit or team level but not at business unit level. As a supervisor, you can view the list of agents who are: 

  • Severely out of adherence
  • Out of adherence
  • Unscheduled
  • In adherence

  

  In the widget, you can perform the following actions:

  • To view and change the management unit or team, click the Settings icon on the upper right corner of the widget.
  • To view the agent details who are out of adherence, perform one of the following steps:
    • Click the status bar and view the status of agents in the corresponding color code.
    • Click the status name.
    • Click the Expand icon to expand and Collapse icon to collapse the view. 
      • To view the details of agents, expand the status. 
      • To send a message or navigate to the agent's schedule for the day, click the corresponding icons in the Action column.

  

  • To view the real-time adherence details view, click the View Real-Time Adherence link at the lower part of the widget.

  ContestsClick to expand

  The Contests widget groups active, completed and upcoming contests.

  

  1. To see details about a contest, click the contest.
  2. Genesys Cloud navigates you to the overview of the respective contest, in the Contests section of Genesys Cloud Admin.

  View all contests navigates you to the Contests screen.

  Insights summaryClick to expand

  The Insights Summary widget lets you see the top three highest and the three lowest performing agents for the selected time period.

  To select a gamification profile, division, and specify a time interval, click the cogwheel icon () in the upper right corner of the widget.

  • You can see their presence status, navigate to their performance details in Insights, and see the profile card pop-up with other workforce management-related actions.
    
    Note: If an agent's presence status changes, it does not update automatically in the Insights widget. You must reload the screen.
  • The graph icon () next to the agent's name navigates you to the respective agent's profile.
    
    

  

  To navigate to the Agent activity insights view, click View all insights in the lower left corner.

  The Home view for supervisors displays the following icons on the widgets:

  • Refresh icon: Refreshes the widget to display the latest data on the corresponding widget. This option is available on all widgets on the Home view.
  • Filter icon: Displays the filter options corresponding to the widget that you want to use. For example, when you click on the Learning Performance widget, it displays the Select a user grouping dialog box, which further displays options to filter the data.   

  Depending on the zoom level of your screen, the icons display. For example, if the zoom level of the screen is set to Actual size, these options appear when you click the More icon on each of the widgets. Click the image to enlarge.

  

  If the zoom level of the screen 90%, these options appear as icons on the widgets. Click the image to enlarge.