Workforce Engagement Management

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  • 1.  Agent Dashboard

    Posted 09-11-2025 15:25

    Currently our Dashboard can only sort by Agent Name.  Is it possible to set to sort by Status?  

    Thanks!


    #RealTimeMonitoring

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    Rob Luckett
    Workforce Analyst Manager Member Service Center
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  • 2.  RE: Agent Dashboard

    Posted 09-17-2025 08:55

    Hi Rob,

    Are you referring to the Agent Status Performance view? This is only sortable by agents (as you mentioned). I did see the below idea that would be good to vote on on our ideas portal.

    https://genesyscloud.ideas.aha.io/ideas/ANLS-I-841

    Additionally, have you used the 'Real-Time Adherence View' (Performance > Real-Time Adherence)? Once you select the appropriate group you can sort by status. This may help you out. 



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    Kieron Wrigley
    Sr. Principal Consultant
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    Original Message


  • 3.  RE: Agent Dashboard

    Posted 09-17-2025 14:49

    Thank you.  I'll review this. 



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    Rob Luckett
    Workforce Analyst Manager Member Service Center
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    Original Message


  • 4.  RE: Agent Dashboard

    Posted 09-18-2025 11:22

    I'm curious - which dashboard are you looking at here (I know Kieron gave you an alternative)?

    Is it multiple queues you want to see, or just agents in general? Something else? Wallboard, or down to the supervisor level in a client?



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    George Ganahl GCCX-AI, GCP, GCSME
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
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    Original Message


  • 5.  RE: Agent Dashboard

    Posted 09-18-2025 11:30

    My peers and myself have created different Dashboards in Performance/Workspace and we all have the same issues.  This is all of our Representatives regardless of their queues.  I know in our old Genesys we could sort this column by Status so they would be easier to view.  However this version only lets us sort by Agent.  



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    Rob Luckett
    Workforce Analyst Manager Member Service Center
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    Original Message


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