Queue Skill Expression Performance view

AI-generated summary

Genesys Cloud's Queue Skill Expression Performance view provides supervisors with comprehensive analytics to monitor skill-based and language-based statistics across queues and evaluate routing method effectiveness. The feature requires specific permissions including Analytics Conversation Aggregate View, Data Export, Routing Queue View, and UI Supervisor Performance and Queue Details access. The view supports extensive customization through multiple filtering and organizational tools. Users can configure time zones, organize skill groups, and access detailed queue metrics with up to 20 columns using drag-and-drop and keyboard navigation for showing, hiding, sorting, grouping, and reordering. Advanced filtering is organized into three primary categories: Skills/Language filtering with dynamic search capabilities, Interaction filtering including queue metrics and DNIS filtering, and Journey Details filtering for Customer Journey Data and Predictive Engagement interactions. Date filtering includes preset options such as Current interval, Today, Yesterday, This week, Last week, Previous 7/30 days, and Previous 3 months, with analysis windows up to 6 weeks and custom date range selection. Users can filter metrics by media type, though voice and callback options are mutually exclusive. Additional filterable fields include User ID, Provider source, Routing Used, and Routing Requested methods. The platform captures External Tags for conversation records and classifies social interactions as Public or Private. Column management features include reordering through drag-and-drop functionality or keyboard shortcuts, with a "Reset view to defaults" option to restore original configurations. Users can save customized filter and column settings as saved views for quick access, refresh data manually, and export view data. Clicking on individual queue names opens the Queue Performance Detail view with active filters applied. All routing data is available from September 5, 2020 forward. The view requires manual refresh to display the most current data and does not update automatically. Non-ACD interactions appear in the "None" queue category within the "None" skill group. To access the Queue Skill Expression Performance view, users navigate to Menu > Analytics > Analytics Workspace, search for "Queue Skill Expression" in the Default section, and click the view name to open it. Users can set a default time zone in the analytics workspace before viewing any analytics data by navigating to Performance > Workspace > Menu > Analytics > Analytics Workspace and selecting the required time zone from the dropdown menu. The interface supports keyboard shortcuts for column reordering and provides enhanced accessibility features including keyboard navigation, screen reader support, and improved focus management. Users can resize individual columns by dragging column borders and scroll horizontally to view additional data when columns exceed available screen width. The interaction filter panel enables filtering by message type, DNIS (Dialed Number Identification Service), session DNIS, user, provider, and routing method. Message type filtering applies only when the media type is set to Message and supports Apple Messages for Business, Facebook, Instagram, Line, Open, SMS, Web Messaging, WhatsApp, and X (Twitter). DNIS and session DNIS filters accept numeric input with specific formatting rules: entries must exclude special characters, support partial searches from the number's beginning with optional country codes, but do not permit mid-string partial searches. User filtering allows selection of multiple users with options to include inactive or deleted users in search results. Provider filtering identifies the conversation source, while routing requested filtering displays the routing methods applied to interactions. Multiple filters can be applied simultaneously by entering additional search criteria and conducting repeated searches. The "Routing Used" feature identifies the specific routing method employed to connect interactions to answering agents, with routing data available from September 5, 2020 onward. The platform also includes an "External Tag" field that displays information for interactions with external tags attached to conversation records, though this data is not available for web chat interactions. Reports can be created and saved with consistent time zone settings across sessions. Users can export view data using the Toggle export panel option and access supplementary resources including documentation on queue configuration, routing evaluation methodologies, and performance view column categorization.

PrerequisitesClick to expand

The Queue Skill Expression Performance view provides insight into how skill expressions applied during conversation routing influence queue performance metrics, helping administrators evaluate the effectiveness of their routing logic. With expression-level insights, administrators can better understand usage patterns, evaluate routing effectiveness, and identify expressions that are too restrictive or too broad. These insights support informed routing decisions and help optimize queue performance by refining skill-based routing strategies.

Available columns

To view the available columns, see the Queue Skill Expression Performance view section in the View available columns in performance views by category article.

To view the consolidated list of available columns in the performance views, see Consolidated view of available columns in performance views.
To view the list of available columns in the performance views by category, see View available columns in performance views by category.

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.

Access Queue Skill Expression Performance view

To see the view, perform the following:

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

This view does not update automatically. To see the most current data, click Refresh .

To save the view with your filter and column settings, click Save View .

To export the data in the view, click Toggle export panel .

Customize the view

To show only certain data, customize the view. For example, you can choose to show only certain columns or filter to see certain types of interactions.

Filter metrics by dateClick to expand

To customize analytics views, use the date filter.

Show meClick to expand

To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to 6 weeks.

To use a preset to filter metrics, complete the following steps:

To display the date filter, click the date.
In the Presets list, select a preset date option.

Date presets

Presets	Description
Current interval	Shows data for the current 30-minute time period.
Today	Shows data for the time period that includes the current interval.
Yesterday	Shows data for the previous day.
This week	Shows data for a Sunday through Saturday time period.
Last week	Shows data for the previous week, Sunday through Saturday.
Previous 7 days	Shows data for the previous seven days.
This month	Shows data for the current month, with no extra days.
Last month	Shows data for the previous calendar month with no extra days.
Previous 30 days	Shows data for the previous 30 days.
This month by week	Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Previous 3 months	Shows data for the previous 3 months. For example, Nov 1, 2022 – Jan 31, 2023.
Interval	Shows data for a 30-minute time period.
Day	Shows data for a single 24-hour day.
Week	Shows data for a Sunday through Saturday time period.
Month	Shows data for the exact month with no extra days. If the current month is selected, you can see the data up to the current date.
Month by Week	Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

To use a custom date range to filter metrics, complete the following steps:

1. Click the date to display the date filter.
2. Select a start date and an end date on the calendar.
3. Click Apply.

To view data for a different time period using the same date presets, click the arrows on either side of the date display. For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.

To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

Filter by queuesClick to expand

Show, hide, and rearrange columnsClick to expand

Tables are updated to provide a more accessible and user-friendly experience through enhanced keyboard navigation, screen reader support, focus management, and improved accessibility compliance. These enhancements help users interact with table content more effectively. You can also resize columns and scroll horizontally, making it easier to view and work with large datasets.

To show or hide columns:

At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane appears.
Click the Manage columns tab.
(Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z.
(Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
(Optional) To categorize or uncategorize the columns, click Sort by, and enable or disable the Group by Categories toggle.
Search or scroll to select the columns you want to view.
Note: You can also use keyboard navigation to choose the columns.
Click Save. The selected columns appear on the screen.
Note: The column selections appear only after saving the changes and do not apply to the table immediately.

To reorder the columns within the column picker:

At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane (column picker) appears.
Click the Reorder columns tab.
Click the grid icon of a column, and then drag and drop to reorder it within the column picker.

Notes:

You can also use keyboard shortcuts to reorder the columns. To reorder the columns using the keyboard, perform the following:
1. Click to select the grid icon of the column to be reordered, and on the keyboard, press the Spacebar.
2. To position the column, use the Up or Down arrow keys.
3. Press the Spacebar. The chosen column is reordered.
To improve keyboard accessibility and provide a more consistent user experience, column reordering is no longer performed by dragging column headers directly in the table. To reorder columns, use the Reorder Columns tab.

To reset a view to default column settings, click Reset view to defaults .

You can select up to 20 columns.

To better accommodate your screen size and reporting needs, you can customize the table layout in the view.

Resize columns

To resize the width of a column:

Hover over the boundary between two column headers.
When the resize cursor appears, click and drag the column border left or right.
Release the mouse button when the column reaches the required width.

Resizing columns can help you view longer values, including conversation IDs, user names, or other data, without truncation.

Scroll horizontally

If the view contains more columns than can fit within the available screen width, a horizontal scroll bar appears at the bottom of the table.

To view more columns:

Use the horizontal scroll bar at the bottom of the table.
Scroll left or right to access columns that are not currently visible.

Horizontal scrolling lets you view all available data while maintaining your selected column widths.

Note: Column resizing and horizontal scrolling affect only the display of the current view and do not change the underlying data.

Filter metrics by media typeClick to expand

To filter by media type, perform the following:

Click the Toggle filters panel icon .
Select the required media type.

Notes:

When filtering, you can select more than one media type. Click the relevant media type to select or deselect the type.
You cannot select the voice and callback types at the same time.
If you select voice, the callback option will be deselected. If you select callback, the voice interaction will be deselected.
The available media types may vary from those shown above.

The selected media type icon is displayed above the column headers. For more information about various media types and their settings, see the Set behavior and thresholds for all interaction types section in the Create and configure queues.

Filter by interaction detailsClick to expand

To filter by information about the interaction, click Toggle filters panel icon , and then search or scroll to select the filter you want to use.

Interaction filters

Filter	Description
Message Type	Displays metrics for interactions of the selected ACD message type. This filter only appears if you set the media type filter to Message. If you do not have any message types selected, the view displays information for all message types. Genesys Cloud currently supports the following message types: Apple Messages for Business, Facebook, Instagram, Line, Open, SMS, Web Messaging, WhatsApp, and X (Twitter). Note: Line message type is deprecated, but Genesys Cloud still supports display filtering.
DNIS	Displays information for interactions with the selected original DNIS number. This DNIS number was dialed at the beginning of the interaction. Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ). You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search. Filter for multiple numbers at one time by entering other numbers and searching again.
Session DNIS	Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction. Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ). You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search. Filter for multiple numbers at one time by entering other numbers and searching again.
User	Displays information associated with the selected users. Filter for multiple users at one time by entering other users and searching again. To see and select inactive users in the User filter search, select Include inactive users. To see and select deleted users in the User filter search, select Include deleted users.
Provider	The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.
Routing Requested	Displays the routing methods that were requested for the interaction. Gives insight into each of the routing methods the conversation went through prior to being answered, abandoned, or flow-out. The routing data is relevant beginning September 5, 2020.
Routing Used	Displays the routing method that was used to get to the agent who answered the interaction. The routing data is relevant beginning September 5, 2020.
External Tag	Displays information for interactions that have the External Tag attached to the conversation record. Note: External tag data is not available for web chat interactions.

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