Workitem Insights Summary view

AI-generated summary

Genesys Cloud's Workitem Insights feature delivers comprehensive real-time analytics and workload management capabilities for supervisors through both and Detail views accessible via Analytics Workspace. The view provides a unified dashboard displaying key metrics across all queues, worktypes, statuses, and agents, including assigned and unassigned workitems with age tracking, items due within 24 and 72 hours, and detailed worktype breakdowns showing assigned, unassigned, due, and overdue workitems. This enables supervisors to quickly identify workload distribution, operational bottlenecks, and time-sensitive risks while determining which worktypes drive overall workload volume. The platform tracks workitem status across multiple categories—Assigned, Unassigned, Due, and Overdue—within various states including Open, In Progress, On Hold, and Closed, allowing supervisors to pinpoint specific bottlenecks and make data-driven decisions for workload balancing and routing rule adjustments. Agent-level metrics provide real-time visibility into presence, routing status, and individual workitem counts across assigned, connected, parked, held, due within 24 hours, and overdue items. Workitem assignment states are visualized graphically, distinguishing between actively owned work, items awaiting action, and at-risk delayed items through categories such as Started, Connected, Parked, Held, Disconnected, Declined, Idle, and Expired. Supervisors can customize their experience by selecting specific queues, setting default time zones, and refreshing data to view current information, with live and near real-time aggregated data displayed alongside timestamps indicating last refresh times. Access requires specific permissions including Workitems > Worktype > View, Routing > Queue > View, Analytics permissions for task and queue observation, and Presence Definition viewing rights. Additionally, metrics are accessible via API for programmatic integration, though dashboard usage is subject to performance limits outlined in the Developer Center

PrerequisitesClick to expand

The Workitem Insights Summary view provides a unified, real-time view of all workitems across queues, worktypes, statuses, and agents. This view helps supervisors quickly understand workload distribution, optimize agent workload, identify and resolve operational bottlenecks, and proactively manage workitems.

Access Workitem Insights Summary View

To see Workitem Insights Summary, perform the following:

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Workitem Insights and then click the view name to open it.

Set a default time zone in the workspace

You can set the default time zone in the analytics workspace before viewing any analytics view.

To set the default time zone in the workspace, follow these steps:

Click Performance > Workspace.
Click Menu > Analytics > Analytics Workspace.
On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.

Workitems Insights and metrics

By default, this view appears empty. In the upper right corner, select the required queue from the Queue list to view live and recent data of the required queue. In the upper right corner, view the last updated time stamp, which indicates when the data was last refreshed. The time cards, such as Live and Recent indicate whether the metric reflects real-time or near real-time aggregated data.

To save the view, click Save . To see the most current data, click Refresh .

This view provides the following key insights about each workitem in the selected queue:

Assigned workitems

Displays the total number of workitems currently assigned to agents. This widget updates in real time to reflect the live workload of the agents.

Unassigned workitems

Displays the total number of workitems waiting to be assigned to agents. You can view the age (days) of the oldest (from the date of creation), non-terminated, unassigned workitem. This widget displays the real-time data of the unassigned workitems and the recent data of the oldest unassigned workitem(s).

Workitems due

Displays the number of workitems due in 24 hours and 72 hours. This widget also displays the total workitems past their due date. Supervisors can use this metric to immediately spot workload spikes and time-sensitive risks without drilling into detailed views for quick escalation.

Worktype details

Displays the breakdown of workitems per worktype as follows:

Assigned – Displays the number of workitems currently assigned to agents.
Unassigned – Displays the number of workitems waiting to be assigned to agents.
Due in 24h – Displays the number of workitems due in 24 hours.
Overdue – Displays the number of workitems past their due date.

The supervisors can easily identify the worktypes that drives the workload and intervene as needed. To get the detailed information about the required worktype, click that worktype. For more information, see Workitem Insights Detail view.

Workitem status

Displays a breakdown of workitems as Assigned, Unassigned, Due, and Overdue per status category, including Open, In Progress, On Hold, and Closed.

The supervisors can identify bottlenecks, such as the number of items stuck in progress or on hold.

Displays the agent availability along with the distribution of the number of workitems. This metric helps supervisors to make data-driven decisions, such as reassigning work, adjusting routing rules, or coaching agents who are overloaded, and to balance workload effectively.

The agents are grouped based on agent status indicators. For more information about different agent statuses, see status.

You can also view the following agent-level metrics of each agent:

Agent Presence – Displays the real-time user presence of the agent. For more information about different user presence, see presence metrics.
Routing Status – Displays the real-time routing status of the agent. For more information about various agent routing statuses, see routing status.
Assigned – Displays the number of workitems currently assigned to agents in real time.
Connected – Displays the number of workitems currently connected to agents in real time.
Parked – Displays the number of workitems parked by agents in real time.
Held – Displays the number of workitems currently held on the roster by agents in real time.
Due in 24h – Displays the number of workitems due in 24 hours.
Overdue – Displays the number of workitems passed the due date.
Longest active – Displays the age of the workitem that is longest assigned to the agent (from the date of creation) and not terminated.

Workitem assignment states

Displays the real-time graphical representation of the distribution of workitems across agents and their current assignment states as follows:

Started – Displays the number of workitems currently started by the agent.
Connected – Displays the number of workitems currently connected to agents.
Parked – Displays the number of workitems parked by agents.
Held – Displays the number of workitems currently held on the roster by agents.
Disconnected – Displays the number of workitems currently disconnected by agents.
Declined – Displays the number of workitems currently declined by agents.
Idle – Displays the number of workitems currently kept idle by agents.
Expired – Displays the number of workitems expired.

The supervisors can use the status to understand whether work is actively owned, waiting for action, or at risk of delay.

Notes:

You can also query metrics via the API in addition to the metrics shown in the User Interface (UI).
To maintain performance, dashboard usage is limited. For more information about limits, see the Developer Center article.

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