Home overview

AI-generated summary

Genesys Cloud offers a comprehensive activity management system with role-specific widgets and visualization tools for agents and supervisors. The platform requires specific licensing (CX 3, CX 1 WEM Add-on II, CX 3 Digital, CX 2 WEM Add-on I, or Genesys Cloud EX) and provides real-time data monitoring, schedule management, and performance tracking capabilities. The tab centralizes essential information including daily schedules, evaluation summaries, scorecard metrics, coaching appointments, and contest tracking. Agents can manage shift trades, submit time-off requests, participate in work plan bidding, and monitor their adherence through the Schedule tab. The system features comprehensive performance monitoring through the Insights tab, allowing supervisors to track agent metrics against goals and peer groups. The Scorecard tab displays gamification profiles with individual metric cards showing KPI performance, while leaderboards rank up to 300 agents across various time intervals. Work plan management enables agents to participate in bidding cycles, set schedule preferences, and view allocations. Mobile access is available through the Genesys Tempo app for both iOS and Android, with calendar integration options for various platforms. The platform supports customizable layouts, detailed adherence tracking, and automated notifications for out-of-adherence situations, with data updates typically occurring within 15 minutes

PrerequisitesClick to expand

For supervisors:
- Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 3 Digital, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud EX license
- The following permissions:
  - Coaching > Appointment > View
  - Gamification > Insights > View all
  - Gamification > Scorecard > View all
  - Gamification > Leaderboards > View all
  - Learning > Assignment > View
  - UI > Agent activity > View
  - UI> Supervisor activity > View
  - Workforce Management > Real-Time Adherence > View
For agents:
- Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 3 Digital, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud EX license
- UI > Agent Activity > View permission
- At least one of the following permissions:
  - Workforce Management > Agent Schedule > View
  - Gamification > Scorecard > View
  - Gamification > Leaderboards > View
  - Learning > Assignment > View
  - Coaching > Appointment > Participate
  - Quality > Evaluation > Edit Agent Sign-off (for evaluation widgets)
For agents to send log capture to administrators:
- Troubleshooting > On Demand Log Capture > Add
To view the widget and historical adherence:
- Workforce Management > Agent Historical Adherence > View
To see the widget, adherence, and conformance:
- Workforce Management > Agent Historical Adherence Conformance > View

The Home view enables agents and supervisors to view widgets and corresponding data directly related to their roles.

As an agent, you can view data related to your schedule, tasks, and performance in one place. At a glance, you can see your off-queue summary, current or upcoming schedule, scorecard, leaderboard, and coaching appointments. You can do the following:

View today’s schedule.
Stay in adherence and conformance by taking breaks at the scheduled time.
View manager evaluations and provide feedback.
Meet with your supervisor for coaching.
Track your performance against objectives and peers in My Performance.
Stay up to date on new policies and procedures.
Complete learning content for professional development.

Note: You can also view your performance in external environments. For more information, see.

As a supervisor, you can enable the supervisor view from the Home view to monitor team performance and take action in one place. Use widgets to identify where to focus and act without navigating to individual feature pages. You can:

Monitor team performance and identify areas that need attention.
View agent scorecards (requires Scorecard > View All permission with access to the agent’s division).
View leaderboards across gamification profiles (requires Leaderboard > View All permission with division access).
Open an agent’s scorecard directly from the leaderboard by clicking the agent’s name.
View custom profile leaderboards that include all members, regardless of division.
Access features directly from widgets for deeper administration.

Notes:

A custom profile belongs to one division.
Profile members can belong to any division.
You can view custom profiles only for divisions to which you have access.
To view an agent’s scorecard, you must have permission to access the agent’s division. For more information, see Scorecard and Leaderboards.

Available actions in the Home view

The upper right corner of the Home view displays icons using which you can perform specific actions. Click a tile for information on each action.

Customize viewClick to expand

The Customize View list allows you to edit the layout and manage the widgets available on the Home view.

To edit the layout in the Home view, perform the following steps:

From the Customize View list, click Edit Layout.
The widgets are unavailable. Use the icon to move around each widget.
Once you have arranged the widgets, click .

To manage the widgets on the Home view, perform the following steps:

From the Customize View list, click Manage Widgets.
The Manage Overview widgets panel is displayed. All widgets are selected by default.
Modify the selections on this panel as required.
Click Save.

Refresh dataClick to expand

To navigate to the Home view, click Menu > Home.

Widgets on the Home view for agents

As an agent, you can view the following widgets. For more information, click a tile.

ScheduleClick to expand

View your daily activities, including start times for each activity. To see your full schedule, click View Full Schedule. Your schedule updates in real time. For more information about viewing your schedule and your team's schedule, see My Schedule view and Team schedule view, respectively.

Notes:

The cards displayed in the Home view depend on your permissions.
You can rearrange cards to suit your preferences.

Coaching appointmentsClick to expand

Evaluation summaryClick to expand

The evaluation summary card shows details about aggregate evaluation scores. It includes:

This week (Sunday to Saturday)
This month (Calendar month)

Each interval includes:

Average total score
Average critical score
Number of scored evaluations
Day span or month
Select how to view dates:
- Release date (default) - The date on which the evaluation was released to you
- Created date - The date on which the evaluation was generated
- Conversation date - The date of the conversation

Use the form selector to view all forms or a specific form

Evaluations Due for Review

View evaluations from the last 30 days that require your acknowledgment. Each evaluation includes:

Form name
Media type, Queue, Conversation Date
Evaluator
Total score

You can review details, add comments, and acknowledge each evaluation.

ScorecardClick to expand

Assigned modulesClick to expand

Personal bestsClick to expand

ContestsClick to expand

View your active, completed, and upcoming contests.

Active contests: See your current rank and remaining time
Completed contests: See past contests and your rank (if you reached a prize tier)
Upcoming contests: See future contests

Click any contest to see the details. The Contests pane displays. Click the image to enlarge.

Home: Rules, rankings, points, and remaining time
Scoring: Your score and metric breakdown
Leaderboard: Top participants and your position (± one rank)
Prizes: Available rewards

If multiple users win the gold tier, the system displays the prize with all winners listed. If one user wins, it shows their name and avatar (if available). If the contest is anonymized, the system hides winner identities in the celebration banner.

AdherenceClick to expand

View your adherence for the current day, including:

Adherence percentage
Progress toward your target
Number of exceptions
Conformance percentage

A progress bar shows your target (for example, 90%).

To view past data, use the navigation arrows next to the date.

To change the Adherence card's view to display data by day, week, or month, perform the following steps:

Click the Adherence Settings icon. The Adherence Settings pop-up appears.
Click the View By list.
Select whether you want to display the details for a day, week, or month.

The widget automatically updates in the background as you select a different view.

When you select the day view, the View Details link is displayed. Click the link to open the Adherence dialog box, which provides the following information:

On the left side of the dialog box, the date for which adherence data appears. You can change the date by clicking the and arrows or the icon.
On the right of the dialog box, the Adherence %, Adherence Target, Exceptions, and Conformance % details appear.
The graph presents your adherence data by category: Scheduled, Actual, and Exceptions.

When you hover over an exception, you can view detailed information, including the scheduled and actual activities, status, secondary status, start and end times, and duration.

Note: Changes to schedules, activity codes, or adherence settings can take up to 15 minutes to update on the adherence widget.

Today's leaderboardClick to expand

The Home view for agents displays the following icons on the widgets:

Refresh icon: Refreshes and displays the latest data on the corresponding widget.
Filter icon: Displays the filter options on the Evaluation Summary widget. When you click , it further displays the Customize Evaluations View dialog box, which further displays options to filter the results.

Widgets on the Home view for supervisors

As a supervisor, to enable the supervisor view, perform the following steps:

In the right corner of the Home view, click the View As list.
Select Supervisor. The Supervisor view of the dashboard displays with the widgets that are applicable to the supervisor.

Learning performanceClick to expand

Filter module assignments to focus on specific users or time periods. To select a user grouping, click the Settings icon in the upper-right corner. Available options include Direct Reports, Group, Work Team, and Date From/To.

View the following indicators:

All Module Assignments: Shows the ratio of completed and outstanding assignments, including those with or without scores
Scored Module Assignments: Shows only scored assignments and displays the pass/fail ratio for completed items

Click the Expand icon to expand and Collapse icon to collapse the view. The action icon () allows supervisors to open the Agent development detail view, with pre-filtered module information.

To navigate to the Agent development summary view, click View all learning in the lower left corner.

Learning complianceClick to expand

Filter assignments by category or user grouping. To select a grouping, click the Settings icon in the upper-right corner. Available options include Direct Reports, Group, Work Team, and Date From/To.

Learning compliance widget

To view assignments by status, click a status segment:

Overdue – Assignments that are not completed and have exceeded their due date.
Invalid – Assignments that are not completed and require rescheduling within Workforce Management.
Upcoming – Assignments that are not completed and have not yet exceeded their due date.

Click the Expand icon to expand and Collapse icon to collapse the view. The action icon () allows you to reschedule an assignment directly in the supervisor view.

To navigate to the Agent development summary view, click View all learning in the lower left corner.

Coaching complianceClick to expand

The Coaching Compliance widget provides supervisors and managers with a quick overview of coaching appointment activity for their direct reports within a specified evaluation period.

The widget categorizes coaching appointments into the following statuses:

Overdue – Coaching sessions that were expected to occur but have not been completed within the required timeframe.
Invalid – Coaching appointments that are incomplete, incorrectly configured, or do not meet compliance criteria.
Upcoming – Scheduled coaching sessions that are planned for a future date.

Since there are currently no appointments, all categories display a count of zero.

The View All Coaching link at the bottom of the widget allows users to navigate to the detailed coaching view for additional management and tracking activities.

Real-time adherenceClick to expand

The Real-Time Adherence widget displays the list of agents according to their adherence status. You can view the adherence details at management unit or team level but not at business unit level. As a supervisor, you can view the list of agents who are:

Severely out of adherence
Out of adherence
Unscheduled
In adherence

Real time adherence widget

In the widget, you can perform the following actions:

To view and change the management unit or team, click the Settings icon on the upper right corner of the widget.
To view the agent details who are out of adherence, perform one of the following steps:
- Click the status bar and view the status of agents in the corresponding color code.
- Click the status name.
- Click the Expand icon to expand and Collapse icon to collapse the view.
  - To view the details of agents, expand the status.
  - To send a message or navigate to the agent's schedule for the day, click the corresponding icons in the Action column.

Displays the agent details who are severely out of adherence

To view the real-time adherence details view, click the View Real-Time Adherence link at the lower part of the widget.

ContestsClick to expand

Insights summaryClick to expand

The Insights Summary widget lets you see the top three highest and the three lowest performing agents for the selected time period.

To select a gamification profile, division, and specify a time interval, click the cogwheel icon () in the upper right corner of the widget.

You can see their presence status, navigate to their performance details in Insights, and see the profile card pop-up with other workforce management-related actions.
Note: If an agent's presence status changes, it does not update automatically in the Insights widget. You must reload the screen.
The graph icon () next to the agent's name navigates you to the respective agent's profile.

Insights widget

To navigate to the Agent activity insights view, click View all insights in the lower left corner.

The Home view for supervisors displays the following icons on the widgets:

Refresh icon: Refreshes the widget to display the latest data on the corresponding widget. This option is available on all widgets on the Home view.
Filter icon: Displays the filter options corresponding to the widget that you want to use. For example, when you click on the Learning Performance widget, it displays the Select a user grouping dialog box, which further displays options to filter the data.

Depending on the zoom level of your screen, the icons display. For example, if the zoom level of the screen is set to Actual size, these options appear when you click the More icon on each of the widgets. Click the image to enlarge.

Displays the Home view for agents.

If the zoom level of the screen 90%, these options appear as icons on the widgets. Click the image to enlarge.

Displays the widgets in the supervisors view.

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