The Workspace can be used to create views that will allow you to quickly move through the Genesys interface showing you content relevant to your queues. The information can can be used to monitor the real-time activity for the contact center, including service level, average speed of answer (ASA), and the number of customers interacting and waiting.
When you first open Workspace you will be presented with the default view. You have the ability to access everything from the default view. Navigation is done using the panel on the left side of the window.
Contact Center
Under Contact Center you can see different views of:
- Agent Performance
- Agent Status
- DNIS Performance
- Interactions
- Queue Activity
- Queue Performance
- Scheduled Callbacks
- Skills Performance
- Wrap-Up Performance
You also have the ability to modify the views. Please see Views and Editing Views for details.
Dashboards
Dashboards are used to provide an organized view of information that can be quickly and easily accessed. You will have to build your own dashboards beyond the built in defaults.
To see your Dashboards click the blue Dashboard link. If you have dashboards they will appear here. To create a new one click the Add New Dashboard button
in the upper right hand corner of the panel. This will open the Add New Dashboard pop up. You will need to enter a new unique name for the dashboard. Use something descriptive so you will be able to identify it from a list. Type the name and click the Add button.
The dashboard will be created but there is no content. You add content by adding widgets to the dashboard. All dashboards are private to you. You can make a dashboard public by using the visibility button in the upper right hand corner.
To add a widget click the Toggle Edit Mode button to turn on edit mode.
In edit mode your screen will be broken into three sections with drop down menus that you can use to add different content types. You can change the grid sizing of your layout using the grid size button at the top of the panel.
In any of the widgets of the main screen you can drop open the menu and choose one of the 4 options:
- Metric
- Text
- Chart
- Web Content
On the right side of the grid you will see a section with only the option of Agent Status. This is a widget specific to either Agent Status or Real-Time Adherence.
The help system in Genesys is context aware. Click the Help button in the lower left hand corner of the screen and you will be presented with the Add and Edit Performance Dashboards help information. The details of each widget and the statistics they provide are beyond the scope of this documentation however all the information you need to choose and manipulate the correct widgets can be found at the bottom of the help panel. Additionally complete details can be found in the Genesys documentation on Dashboards.
When done with the Widget options, click Save and the widget will be added to the dashboard.
When done adding widgets, toggle the edit mode button in the top right of the panel. The dashboard will be displayed with all widgets based on the options chosen.
Everything below these sections are accessible to all users. Please see The Workspace for details.
Last modified: Feb 28, 2023