Genesys Cloud - Main

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

📢 New Video Demo: Agent Activity Widget Now Live on Dashboards!

  Thread closed by the administrator, not accepting new replies.

  • 1.  📢 New Video Demo: Agent Activity Widget Now Live on Dashboards!

    Posted 07-01-2025 14:41
    No replies, thread closed.

    Hey everyone! 

    🚨 This feature is already live and ready to use! If you're a supervisor, lead, or anyone monitoring real-time agent activity, this is one update you'll want to check out. 

    We've just published a short demo video on YouTube walking through the Agent Activity widget, our newest real-time monitoring tool for dashboards in Genesys Cloud. If you haven't tried it yet, this is a great way to get familiar with it in just a few minutes. 

    🎥 Watch the demo here → 

    🔍 What is the Agent Activity widget? 

    This widget gives supervisors and leads real-time visibility into what your agents are working on right now - across voice, chat, email, and more. You can: 

    • Filter by skills, queues, manager, division, or media type 

    • Sort agents by time in wrap-up, hold, or conversation 

    • Drill into live sessions with no manual refresh needed 

    It's designed to enhance real-time oversight and will evolve over time as we expand our unified monitoring experience. 

    🧭 Where do I find it? 

    You can add the Agent Activity widget to any dashboard built in the new UI layout. Just click "Add Widget" → "Agent Activity" and apply the filters that best fit your team. 

    🔒 Heads up: You'll need a few specific permissions to access the widget - your admin can enable those if you don't see it. 

    🛣 Looking Ahead 

    There's a lot to be excited about in this space. The roadmap includes expanding the Agent Activity widget and its API to support presence and routing status, work item visibility, and WFM insights like adherence and scheduled activities. These enhancements will make it even easier for supervisors to get a complete, real-time view of agent activity and efficiency. 

    It's a strong foundation for what's shaping up to be one of the most powerful areas in the product. 

    Have feedback or a use case you'd love to see? Drop it below - we're listening, and your ideas help shape future releases. 


    #Reporting/Analytics

    ------------------------------
    Marta Martinez Fernandez
    Product Marketing Manager, Analytics & Reporting
    ------------------------------


  • 2.  RE: 📢 New Video Demo: Agent Activity Widget Now Live on Dashboards!
    Best Answer

    Posted 07-31-2025 10:43
    No replies, thread closed.

    I see this dashboard shows when an agent is in ACW (called Wrapup in the Segment column, but it's what folks want to see). Nice!



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------



Related Content