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State of Wisconsin |
Genesys Cloud CX |
Release 25-01 |
6.1 Introduction to Performance
6.1.1 Viewing Agent Performance Statistics (Video instructions available: Viewing Agent Performance Statistics)
6.1.1.1 Default Agent Performance View
6.1.2 Viewing Agent Status (Video instructions available: Viewing Agent Status)
6.1.2.1.1 Busy Secondary Status (Video instructions available: Viewing Secondary Statuses)
6.1.2.2 Status, Secondary Status, and Routing Status
6.1.2.3 Add Secondary and Routing Status to the Agent Status View
6.1.3 Viewing Queue Activity (Video instructions available: Viewing Queue Activity)
6.1.3.1 Default Queue Activity View
6.1.4 Viewing Queue Performance (Video instructions available: Viewing Queue Performance)
6.1.4.1 Default Queue Performance View
6.1.5 Viewing Interaction Details (Video instructions available: Viewing Interaction Details)
6.1.5.1 Default Interactions View
6.1.6 Creating a Dashboard (Video instructions available: Creating a Dashboard)
6.1.7 Exporting or Scheduling a Report (Video instructions available: Exporting Reports)
6.1.7.1 Export a Report
6.1.7.2 Schedule a Report
6.1.8.1 Renewing Reports (Video instructions available: Renewing Reports)
6.2.1 Coaching and Monitoring Agents (Video instructions available: Coaching and Monitoring Agents)
6.2.1.1 Selecting a Live Call
6.2.1.2 Coaching a Call
6.2.1.3 Monitoring a Call
6.2.2 Selecting a Call to Review (Video instructions available: Selecting a Call to Review)
6.2.3 Logging an Agent Out of Genesys (Video instructions available: Logging an Agent Out of Genesys)
6.2.4 Taking an Agent Off Queue
6.2.5 Activate and Deactivate Agents in a Queue (Video instructions available: Activating and Deactivating Agents in a Queue)
This section describes the agent and queue metrics, call monitoring and coaching, and dashboards that supervisors can use.
This page last updated in Release Number: 25-01
Release Date:04/09/2025
Effective Date: 04/09/2025
Notice: The content within this manual is the sole responsibility of the State of Wisconsin's Department of Health Services (DHS). This site will link to sites outside of DHS where appropriate. DHS is in no way responsible for the content of sites outside of DHS.
Publication Number: P-03208