Original Message:
Sent: 06-30-2025 04:25
From: Samuel Jillard
Subject: Release notes: Enhanced Performance dashboards with real-time agent status counts by work team
I have had confirmation the resource center article has now been updated
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 06-20-2025 11:19
From: Nikhil Ponnam
Subject: Release notes: Enhanced Performance dashboards with real-time agent status counts by work team
@Ekaterina Kononova - I apologize for the inconvenience. We will get the documentation updated as soon as possible.
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Nikhil Ponnam
Principal Product Manager, Genesys Cloud CX
Original Message:
Sent: 06-17-2025 11:07
From: Ekaterina Kononova
Subject: Release notes: Enhanced Performance dashboards with real-time agent status counts by work team
Ah, nice! Now I know it's "analytics:teamObservation:view". And it's definitely not mentioned in documentation :)
Stort tack!
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Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
Sweden
Original Message:
Sent: 06-17-2025 10:56
From: Jan Heinonen
Subject: Release notes: Enhanced Performance dashboards with real-time agent status counts by work team
I don't have access to an Org where this is released yet, but if you open the Network log in the browser and press retry you should be able to see what permission is missing when it makes the API request.
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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
Original Message:
Sent: 06-17-2025 09:53
From: Ekaterina Kononova
Subject: Release notes: Enhanced Performance dashboards with real-time agent status counts by work team
Hi, Sam!
I have access to mutiple orgs. I tired again in India and it worked for creating a new widget with work teams as parameters, just like queues or agents. What you are describing has been released couple of months ago ;)
However, I have another issue now - when I create this widget I get an error connected to data permissions. I have all permissions mentioned in the Dashboards documentation, but still get this error. Probably something's missing in the article - https://help.mypurecloud.com/articles/add-and-edit-performance-dashboards/. New feature is mentioned only in "Add widgets to a dashboard", but not in permissions or metrics.
We could definitely benefit from more details around new releases, it would save a lot of time and increase adoption of new features :)
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Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
Sweden
Original Message:
Sent: 06-17-2025 09:35
From: Samuel Jillard
Subject: Release notes: Enhanced Performance dashboards with real-time agent status counts by work team
Hi Ekaterina,
Based on Genesys Cloud feature release schedule, it wont have rolled out in EMEA yet. But I believe once it has, you will be able to select it under the Add Users with the option of Users of a specific work team or Users who report to a specific user
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 06-16-2025 11:51
From: Ekaterina Kononova
Subject: Release notes: Enhanced Performance dashboards with real-time agent status counts by work team
Hi! This week release notes contain some enhancements for dashboards. One of our orgs must have had it released, but I can't find the new feature. Can anyone support us with the screenshots and instructions about how to use the new feature? Thank you!
Enhanced Performance dashboards with real-time agent status counts by work team
Supervisors can now configure widgets based on work teams and view real-time agent status metrics specific to their teams. This feature enables supervisors to monitor agent status counts in real-time and filter the agent list by work team.
#Dashboards #FeatureRelease
#Dashboards
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Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
Sweden
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