Workitem Insights Detail view

AI-generated summary

Genesys Cloud's Workitem Insights Detail view provides supervisors with comprehensive granular analysis and real-time monitoring capabilities for workitems across specific queues and worktypes. Accessible through Analytics > Analytics Workspace, this focused view displays queue-worktype combination data with automatic updates and real-time/near-real-time metrics indicated by time cards, enabling supervisors to monitor performance, workload, and identify time-sensitive risks for immediate escalation. Key metrics include Average Handle Time, which shows agent completion duration across 24 hours, 72 hours, and seven days to identify work complexity trends, and Workitems Due, which displays items due within 24-72 hours and past-due workitems. The platform provides workitem status breakdowns across categories including Assigned, Unassigned, Due, and Overdue, with status tracking for Open, In Progress, On Hold, and Closed items, allowing supervisors to quickly identify bottlenecks such as items stuck in progress or on hold without requiring detailed view drilling. The view supports extensive customization through queue and worktype selection, includes a last-updated timestamp, and offers save and refresh functionality. Users can set a default time zone in the workspace via Performance > Workspace settings. Genesys Cloud integrates social listening capabilities to display social media posts with details on creator, date, sentiment, and engagement, with data retained for 60 days and filterable by date, topic, type, sentiment, platform, location, language, and specific words/phrases. The system integrates multiple performance views including Agents Performance, Status , Evaluation, Interactions, Queues, and Schedule Detail views to support comprehensive workforce management and operational oversight. Required permissions include Workitems > Worktype > View, Routing > Queue > View, Analytics > taskManagementObservation > View, and Analytics > taskManagementAggregate > View

PrerequisitesClick to expand

The Workitem Insights Detail view provides a focused, drilled-down view of workitems for a specific queue and worktype. This view enables supervisors to analyze performance, workload, and risk at a granular level, making targeted and timely decisions.

Access the Workitem Insights Detail view

To see Workitem Insights Detail, 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.
In the Worktype Details widget, click the required worktype. The Workitems Insights detail view opens.

The Workitems Insights detail view page updates automatically to show insights only for the selected queue-worktype combination. You can select another queue or worktype from the Queue or Worktype list. In the upper right corner, view the last updated time stamp, indicating 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 .

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 detail metrics

This view provides the following key insights about the selected queue-worktype combination:

Average handle time

Displays the average amount of time taken by agents to complete a workitem for the selected worktype the last 24 hours, last 72 hours, and last seven days. The supervisors can use this metric to identify trends in work complexity, detect sudden increases in handling time, and compare short-term and long-term performances.

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 spot workload spikes and time-sensitive risks immediately without drilling into detailed views for quick escalation.

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.

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