6.1 Introduction to Performance
Use the supervisor workspace views to display agent performance, agent status, queue activity, queue performance, and dashboards. For general information about the toolbar and the collapsible and expandable menu, see section 3.1 Introduction to the User Interface.
The following views display agent, queue, and call information.
- Agent Performance Show/Hide an example of the view Show/Hide an example of the view see Section 6.2 Viewing Agent Performance Statistics.
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- Agent Status Show/Hide an example of the viewShow/Hide an example of the view see Section 6.3 viewing Agent Status.
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- Queue Activity Show/Hide an example of the viewShow/Hide an example of the view see Section 6.4 viewing Queue Activity.
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- Queue Performance Show/Hide an example of the viewShow/Hide an example of the view see Section 6.5 Viewing Queue Performance.
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- Interactions Show/Hide an example of the viewShow/Hide an example of the view see Section 6.6 Viewing Interaction Details.
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- Dashboards Show/Hide an example of the viewShow/Hide an example of the view see Section 6.7 Creating a Dashboard.
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This section describes general navigation in these views. Sections 6.2 Viewing Agent Performance Statistics, 6.3 Viewing Agent Status, 6.4 Viewing Queue Activity, and 6.5 Viewing Queue Performance provide view-specific information.
6.1.1 Open a View
To open a view:
- In the Analytics Workspace, from the New Tab, scroll down to the “Contact Center” section and select a view to display: Agent Performance, Agent Status, Interactions, Queue Activity, or Queue Performance. If a New Tab is needed, click the plus button.
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6.1.2 Add or Remove Columns
Default views include the columns that are most likely needed. The view can be customized by removing or adding columns.
- Click the plus button on the right side of a view to display the Add/Remove Column.
- Check the checkboxes to add or remove columns from the display.
- Click Save.
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6.1.3 Isolate Selected Items
To isolate and aggregate selected items:
- Check the checkboxes next to the agent or queue and click the Add to filters button to isolate those items.
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- The selected items are displayed individually. Some views include a View as group link.
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- Click the View as group link to aggregate the information for the selected items.
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6.1.4 Save, Filter, or Export a View
Use the buttons on the right of the view to save, refresh, filter, or download views.
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6.1.4.1 Save and Open a View
Click the Save button on the right. In the Save view pop-up, enter a name for the saved view and click Save again. The tab's name displays.
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To later open that view, from the New Tab, select the saved view from the list. If a New Tab is needed, click the plus button.
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6.1.4.2 Filter a View
Click the filter button to open the filtering panel, and then select options to change the filtering defaults. Available filters vary by view.
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Changes to the default filter settings are displayed in the view.
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6.1.4.3 Reset a View
Click the reset button to reset the view to the defaults or reset a saved view to its saved settings.
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When the Reset view pop-up appears and requests confirmation, click Confirm.
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This page last updated in Release Number: 26-01
Release Date:02/04/2026
Effective Date: 02/04/2026