Administrative Resource Center
Job Aid | Genesys Cloud CX

The Workspace

The Workspace is where you will see an overall view of your interactions with Genesys and manage your performance. These instructions are written for a standard help desk agent. Please see Supervisor Workspace for details on Supervisor uses of Workspace.


To open the Workspace select Performance in the top navigation panel and select Workspace.

Workspace option in the Performance menu highlighted

The default view will appear the first time.

Under My Performance you will see different categories of information based upon your role in Genesys. As an agent your views will be limited to your own information and queues you are in.

My Development

This area is not used by service desks.

My Interactions

Select My Interactions to see the current interactions.

My interactions link in the workspace highlighted

If you are engaged with a contact in more than one simultaneous interaction, such as simultaneous Chat and Voice interactions, both interactions are shown in the interactions window.

An example of an interactions window for both a chat and voice interaction

My Performance

Selecting My Performance will show you your average stats on handling calls on a timeline. Such as you average talk time, or average hold time and importantly your ACW (After Call Work time). You can use the date scroll bar at the top to move forward and backward through time to look at your statistics.

A sample of a my performance window showing average talk times

 My Queues Activity

Selecting My Queues Activity will show you a listing of all of the queues you are in and statistics on those queues. Such as how many current interactions there are and how many are waiting.

an example of the queue activity under My Queue Activity

My Status

Selecting My Status will show you a timeline of your status state and totals for each state.

My statuses example

 

Last modified: Feb 28, 2023