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Dashboard

Live contact center performance overview

Total Interactions
—
+0%
Avg Handle Time
—
vs last week
CSAT Score
—
vs last week
Active Agents
—
online now
Interaction Volume
Voice, Chat & Email by period
Channel Mix
Distribution this week
Voice Calls
52%
Live Chat
28%
Email
12%
Social
8%
First Contact Resolution
— —
Abandonment Rate
— —
SLA Compliance
— —
Recent Interactions
Agent Queue Channel Duration CSAT Status Time
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Customize Dashboard

Arrange your widgets and saved layouts

Dashboard Builder

Drag-and-drop widget customization is coming in Phase 2. Your layout will be saved per-user in Firestore.

Coming in Phase 2 Firestore-persisted layouts

Report Library

Standard report templates ready to run

Public Reports

Reports shared across the organization

Shared With Me

Reports other users shared with you

My Reports

Reports you have created

Schedule Report

Automate report delivery via email

Platform

Genesys Cloud tenant connections and platform settings

Platform Preferences
http:// .appss.cloud

When applied, a custom subdomain mapping will be automatically created in Google Cloud Run.

Platform Settings

Configure and manage client credentials, active analytics products, and synchronization cycles for multiple platforms.

Platforms
Configure Platform Details
Update details for the selected integration.
Platform Name

An email notification will be dispatched to this address if the user sync schedule experiences API authentication blocks or credential expiry.

Product Selection
Sync Configurations
Minutes

Data Partitions

Segment data by team, queue, or business unit

Roles

Configure role definitions, custom properties, and permission rules.

Role Name Description Assigned Users Actions

Users

Manage platform users, roles, and status configuration.

Role:
Group:
Team:
User Role Team Last Login Status Actions

User Groups

Organize users into groups, assign leaders, and manage member rosters.

Group Name Group Lead (Supervisor) Members Count Actions

User Teams

Organize users into teams. (Note: A user can only belong to one team at a time).

Team Name Team Lead (Supervisor) Members Count Actions
YY
Available

Ye Yi

Owner | Genesys Operations
“ SaaS Platform Management & Analytics ”
Groups & Teams
Contact & Settings