Genesys Cloud provides a comprehensive Home interface that serves as a centralized dashboard for agents and supervisors to access role-specific widgets and performance data. The platform supports customizable layouts through a Manage Widgets panel, allowing users to arrange and modify widget selections according to their preferences, with real-time data refresh capabilities available from the upper right corner of the screen.
For agents, the Home view displays multiple key widgets including Schedule (showing daily activities and start times with real-time updates), Coaching Appointments (displaying future coaching sessions), Evaluation (presenting aggregate evaluation scores by week or month with filtering options), Evaluations Due for Review (showing evaluations from the last 30 days requiring acknowledgment), Scorecard (displaying performance metrics based on assigned gamification profiles), Assigned Modules, Personal Bests (presenting highest points achieved across time periods), and Contests (enabling viewing of active, completed, and upcoming contests). The Adherence feature displays current-day adherence metrics including adherence percentage, progress toward targets, exceptions, and conformance percentage, with the ability to navigate historical data by day, week, or month. Agents can submit adherence adjustment requests through a dedicated dialog, allowing manual or automatic population of time ranges and selection of reason codes.
Supervisors and managers access supervisor-specific widgets including Learning Compliance (displaying module assignment metrics filtered by Direct Reports, Group, Work Team, or date range), Coaching Compliance (categorizing coaching appointments by status within specified evaluation periods), Real-Time Adherence (displaying agent adherence status at management unit or team level with capabilities to modify units and send messages), Contests (organizing active, completed, and upcoming contests), and Insights (displaying top three highest and lowest performing agents for selected time periods). All widgets support expand/collapse functionality, customizable filtering through settings icons, and action icons enabling supervisors to perform management tasks.
Access to the Home view requires specific license types (CX 1-4, Digital, WEM Add-ons, or EX licenses) and granular permissions including Coaching, Gamification, Learning, Workforce Management, Quality, and Troubleshooting capabilities. Widget visibility and arrangement depend on user permissions, and the system supports anonymized contest displays when applicable. System updates to schedule changes, activity codes, or adherence settings may require up to 15 minutes to reflect on widgets. Presence status changes do not automatically update in the Insights widget and require manual screen reload. Widget controls display as icons or within a More menu depending on screen zoom level settings
For supervisors:
Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 3 Digital, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud EX license
The following permissions:
Coaching > Appointment > View
Gamification > Insights – View all
Gamification > Scorecard – View all
Gamification > Leaderboards – View all
Learning > Assignment > View
UI > Agent activity > View
UI > Supervisor activity > View
Workforce Management > Real-Time Adherence > View
For agents:
Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 3 Digital, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud EX license
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.
Monitor queue performance and investigate queues that may require 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.
The supervisor Home view includes a Queue Monitoring scope that provides real-time queue performance information. Use the Queue Performance widget in this scope to monitor selected queues, identify queues that may require attention, and investigate detected anomalies.
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.
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:
From the Customize View list, click Edit Layout.
The widgets are unavailable. Use the icon to move around each widget.
Once you have arranged the widgets, click Home view" class="inline alignnone wp-image-418109 size-full">.
To manage the widgets on the Home view, perform the following steps:
From the Customize View list, click Manage Widgets.
The Manage Overview widgets panel is displayed. All widgets are selected by default.
Modify the selections on this panel as required.
Click Save.
To refresh the data in the Home view, perform the following steps:
Click Menu > Home.
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.
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.
The coaching appointments card shows your future coaching appointments. For more information, see My Development view.
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.
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.
The assigned modules card shows the modules assigned to you. For more information, see My Development view.
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.
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.
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:
Click the Adherence Filter icon. The Adherence Settings pop-up appears.
Click the View By list.
Select whether you want to display the details for a day, week, or month.
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.
View your ranking for today and compare your performance with others in your gamification profile.
In the Adherence Details view, click Request Adjustment to open the Adjustment dialog box. You can then configure and submit an adherence adjustment request.
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.
To automatically populate the Start Time and End Time fields, click an exception.
To manually change the start or end time, enter a new time or click the Clock icon and select a time.
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.
From the Reason Code list, select a reason for the adjustment.
(Optional) Add notes to the request.
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, to enable the supervisor view, perform the following steps:
In the right corner of the Home view, click the View As list.
Select Supervisor. The Supervisor view of the dashboard displays with the widgets that are applicable to the supervisor.
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.
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.
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.
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.
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The Queue Performance widget provides a real-time view of queue performance in the Queue Monitoring scope. It displays queues in the following sections:
Queues to Watch: Displays up to five queues automatically selected based on anomaly activity. You cannot manually configure the queues in this section.
Selected Queues: Displays up to 10 queues that you select for monitoring.
Each queue displays current performance metrics for the selected media type. When Anomaly Detection is available for a queue and metric, the widget can also display predicted values and highlight anomalous metrics.
Use Current and Previous to view the current or previous 15-minute interval. Click a queue or anomalous metric to view additional queue insights and agent information.
When Genesys Cloud detects anomalies, the anomaly summary provides access to additional information about the detected anomalies. For more information, see Monitor queues with the Queue Performance widget.
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The Contests widget groups active, completed and upcoming contests.
To see details about a contest, click the contest.
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.
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.
icon to move around each widget.
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