# Genesys Cloud - Admin - My queues and activity view

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## My Queue and Activity View (Genesys Cloud)

### Summary

The **My Queue and Activity view** in Genesys Cloud provides agents with real-time visibility into the **queues they are assigned to and the current activity levels within those queues**. This view allows agents to monitor queue workload, understand interaction demand, and track their personal participation in queue activity.

Agents can see information such as **active interactions, waiting interactions, queue membership, and their participation status**. This visibility helps agents stay aware of operational demand and respond appropriately when handling interactions.

---

## Utilization

| Use Case | Description |
|---|---|
| Queue workload awareness | Agents can monitor the number of interactions waiting in queues |
| Queue membership visibility | Shows the queues the agent is assigned to |
| Interaction demand monitoring | Helps agents understand current queue activity |
| Operational transparency | Provides insight into contact center workload in real time |
| Performance awareness | Agents can track their participation in queue activity |

Using the **My Queue and Activity view** helps agents maintain awareness of **current service demand and operational priorities**.

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## Best Practices

| Practice | Reason |
|---|---|
| Monitor queue activity regularly | Helps agents anticipate incoming interactions |
| Stay in **Available** status when workload is high | Supports queue performance and service levels |
| Understand assigned queues | Ensures agents are aware of which queues they support |
| Coordinate with supervisors during high volumes | Helps maintain operational balance |
| Use the view to understand workload trends | Improves situational awareness during shifts |

---

## Example Scenarios

### Scenario 1 – Monitoring Queue Demand

```text
Agent opens My Queue and Activity view
        ↓
Agent sees increased number of waiting interactions
        ↓
Agent prepares to receive additional interactions
        ↓
Agent remains available to support queue demand
````

---

### Scenario 2 – Agent Assigned to Multiple Queues

```text
Agent checks My Queue and Activity view
        ↓
Agent sees activity levels across assigned queues
        ↓
Agent understands where interactions are coming from
        ↓
Agent manages interactions accordingly
```

---

### Scenario 3 – High Interaction Volume

```text
Contact center experiences high call volume
        ↓
Agents monitor queue activity levels
        ↓
Agents remain available to handle interactions
        ↓
Supervisors adjust staffing if necessary
```

---

## Key Benefits

| Benefit                        | Explanation                                              |
| ------------------------------ | -------------------------------------------------------- |
| Real-time queue visibility     | Agents can see current interaction demand                |
| Improved situational awareness | Helps agents understand operational workload             |
| Supports service levels        | Encourages agents to remain available during high demand |
| Queue transparency             | Shows which queues agents are supporting                 |
| Operational efficiency         | Helps teams respond quickly to changing workloads        |

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```