Genesys Cloud - Main

Hello,

We are using the Interaction view within the Analytics Workspace and noticed a couple of anomalies affecting user experience.

1. We have saved the view (as another name), and used 'default time period' as 'Today' however when logging into GC and opening the same view on the next day or later, it has defaulted to the last date it was opened and used. This means the user has to save the view again to see current dates data.  This seems like a fault unless i am missing something?
2. Is there a auto refresh setting so continues to display the latest interactions?  At the moment the user has to manually refresh.

We are using manual assignment so want to use the view for all users to view the latest waiting interactions without the manual interventions mentioned above.

regards,

Hi Wasim,

The Resource Center article below may help here, as it explains that when a saved view uses Today, it is a dynamic time period, and "the date range is relative to the day that you use the saved view, not the day you saved the view."

https://help.genesys.cloud/articles/save-a-views-filters-and-column-settings/

So based on that, if your saved Interaction view is reopening with a previous date instead of the current day, that does seem a little unexpected.

I'm also not aware of a setting that forces a saved view to reset to Today on login, and I only see manual refresh/reload options rather than a true auto-refresh setting.

For your use case, where multiple users need to see the latest waiting interactions for manual assignment, the Interaction view may not be the best fit if you want it to behave like a live operational view. A Queue Activity view, dashboard, or another more real-time queue view may be a better option for that type of monitoring.

Additional resources:

• Analytics Workspace overview: https://help.genesys.cloud/articles/analytics-workspace-overview/
• About reports, views, and dashboards: https://help.genesys.cloud/articles/about-reports-views-and-dashboards/

Hope this helps, and someone may be able to add more detail here as well.