Designer folder

Objects that you can use to organize and filter information about Interactive-Voice-Response (IVR) usage in your contact center.

Related documentation:

• How Reporting works
• Suite-level guide
• All services
• Genesys Customer Experience Insights Release Notes

RSS:

• For private edition

Designer folder and subfolders

Important

Use this document for Genesys CX Insights Multicloud deployments. For information relevant to Genesys CX Insights on-premises deployments, see the corresponding page in the Genesys CX Insights on-premises Projects Reference Guide.

The Designer folder contains numerous objects that can provide information that is used to build reports that display information about Interactive-Voice-Response (IVR) usage in your contact center. IVR Reports are created using Genesys Designer. The folder is organized into a series of subfolders, to make it easier to find the objects you need, as described in the following table. Many folders contain Custom folders, which are not described in this document; custom folders are provided to store any custom objects.

Important

Objects in each folder or subfolder are designed to be used together to create reports. Avoid mixing attributes and metrics from multiple folders into your reports. One exception to this rule is objects in the Time folder; Time attributes can be used in any report, and most reports include at least one attribute from the Time folder.

This folder contains the following root folder and subfolders.

• Designer
• Designer > Activity
• Designer > Bot
• Designer > Session
• Designer > Session > Detail
• Designer > Session Block
• Designer > Session Milestone
• Designer > Survey

Folder: Designer

Introduced: 9.0.007.03

Description: The root Designer folder. Objects in this folder enable the organization and measurement of Info Mart agent data based on high-level characteristics of Interactive-Voice-Response (IVR) session. Other objects in this folder are organized into subfolders.

Metrics: Start Date Time Key

Attributes: Application ID Application Key Application Name Application Version

Folder: Designer > Activity

Introduced: 9.0

Description: Objects in this folder enable the organization and measurement of Info Mart agent data based on interaction-related activities that are conducted by active agents at their DNs, and associated with Designer applications.

Metrics: % Completed % Incomplete Activities Activity Duration Avg Activity Duration Completed

Attributes: Activity Activity Key Completed Flag Final Disposition

Folder: Designer > Bot

Introduced: 9.0.016.02

Description: Objects in this folder enable the organization and measurement of data related to interactions involving bots, and associated with Designer applications.

Metrics: Abandoned in Queue Abandoned in Self Service Avg Intent Duration Avg Self Service Bot Duration Avg Self Service No Bot Duration Bot Hits Bots Entered Bot in Self Service Entered in Self Service Entered No Bot in Self Service Failed Intent Duration Intent Hits Routed to Agent Routed to DN Self Service Bot Duration Self Service Duration Self Service No Bot Duration Success

Attributes: Bot Country DNIS Intent Language Last Intent Media Type Region

Folder: Designer > Session

Introduced: 9.0.007.03

Description: Objects in this folder enable the organization and measurement of Info Mart agent data based on characteristics of the session.

Metrics: Abandoned in Queue Assisted Service Duration Avg Assisted Service Duration Avg Self-Service Duration Avg Session Duration Contained In Self-Service Entered in Assisted Service Entered in Self-Service Routed to Agent Routed to DN Self-Service Duration Session Session Duration Transferred to Assisted Service

Attributes: Bail Out Call Type Country Deflection Deflection Message DNIS Exit Point Final Disposition Language Last Region Strike Out User Disposition

Folder: Designer > Session > Detail

Introduced: 9.0.007.03

Description: Objects in this folder enable the organization and measurement of Info Mart data based on detailed session characteristics.

Metrics: Call Duration Input Count Menu Count

Attributes: Session Detail Session ID SSuF

Folder: Designer > Session Block

Introduced: 9.0.007.03

Description: Objects in this folder enable the organization and measurement of Info Mart agent data based on traffic in each application block.

Metrics: Avg Block Duration Avg No Input Error Avg No Match Error Block Duration Blocks No Input Error No Match Error Strikeout Success

Attributes: Block Country DNIS Language Region

Folder: Designer > Session Milestone

Introduced: 9.0.007.03

Description: Objects in this folder enable the organization and measurement of Info Mart data that describes call progress through defined milestones.

Metrics: Session

Attributes: Call Type Country DNIS Exit Point Final Disposition Language Milestone Region User Disposition

Folder: Designer > Survey

Introduced: 9.0.007.03

Description: Objects in this folder enable the organization and measurement of Info Mart data based on customer responses to post-call surveys.

Metrics: % Accepted Accepted Answered No Input Error No Match Error Not Accepted Offered Responses

Attributes: Multi - Agent Survey Answer Survey Question

Reports built primarily from the objects in the Designer folder and subfolders

• Activity Summary Report
• Application Duration Report
• Application Summary Report
• Assisted Service Interactions by Last Milestone Report
• Blocks Summary Report
• Bot Analytical Dashboard
• Final Disposition Dashboard
• Milestone Summary Report
• Self-Service Statistics Report
• Survey Answer Report
• Survey Statistics Report
• Weekly Self Service Containment Dashboard

For more information about Designer reports, see the guide Historical Reporting with Genesys CX Insights.