Historical Reporting with Genesys CX Insights
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Article | Description |
Get started with Genesys CX Insights | Learn how to navigate in Genesys CX Insights, and how to generate reports. |
About the Genesys Info Mart historical database | Genesys Info Mart is the component behind the historical reports in your Cloud deployment. For advanced users, this page introduces the Genesys Info Mart historical database, which provides a structure for collecting contact center analytics data and sorting it to provide insights to business users. |
Abandon Delay Report | Examine the number and percentage of interactions that were abandoned (or disconnected) while queued at a specific queue, and the percentage of abandoned interactions by service time interval. |
Activity Summary Report | View summary information about activities in Designer applications, including the number of activities within a given time period, and the number and percentage of those activities that were complete or incomplete. |
Agent Conduct Report | Analyze how well each agent handles incoming calls. |
Agent Details Activity Report | View a detailed breakdown of an agent's activity. |
Agent Details Activity Report | View a detailed breakdown of an agent's activity. |
Agent Group Business Attribute Report | Compare agent group interaction handling activities against the revenue generated by each group. |
Agent Group Interaction Handling Report | View detailed information about the interaction-processing performance of agent groups. |
Agent Group Membership Details Report | Examine the distribution of agents among agent groups. |
Agent Group Membership Details Report | Examine the distribution of agents among agent groups. |
Agent Group Queue Business Attribute Report | Analyze agent activities based on a range of call handling attributes. |
Agent Interval Based Report | Analyze key agent performance indicators when handling interactions during specific time intervals. |
Agent Interaction Hierarchy Report | Learn about the hierarchy of interactions that were offered to agents. |
Agent Login-Logout Details Report | Analyze the timing and duration of agent login sessions. |
Agent Login-Logout Details Report | Analyze the timing and duration of agent login sessions. |
Agent Not Ready Reason Code Report | Learn more about agent performance, including detailed call handling information for each agent. |
Agent Not Ready Report | Learn more about the time agents spend in the Not Ready State. |
Agent Omnichannel Activity Report | View detailed information about how each agent's active time was used. |
Agent Queue Report | Analyze agent performance by reviewing detailed call handling information for each agent, by queue. |
Agent Social Engagement Report | Analyze average social media scores for one or more agents. |
Agent Summary Activity Report (Active) | Analyze how agents use their active time. |
Agent Summary Activity Report (Interaction) | Analyze how agent time is spent during interaction handling. |
Agents reports | Use Agents reports to learn more about the performance of agents in your contact center. |
Agent State Details Report | Monitor agent noncall-related activities. Often used in circumstances where the agent is paid by the minute. |
Agent State Details Report | Monitor agent noncall-related activities. Often used in circumstances where the agent is paid by the minute. |
Agent Utilization Report | Analyze agent performance with respect to customer and consults interactions. |
Agent Wrap Report | Examine the time the agents (or agent groups) spend on after-call work (ACW or wrap) activities. |
Agent Outbound Campaign Report | Analyze agent performance in your outbound campaigns. |
Agent Performance Dashboard | Analyze agent performance and conduct in the contact center, including information about handle time, interaction volume, and relative ranking compared to other agents. |
Agent Summary Activity Email Report | Analyze how agent active time is used when handling email interactions. |
Agent Utilization Email Report | Perform in-depth analysis of agent active time related to handling email interactions. |
Application Duration Report | View detailed information about Interactive Voice Response (IVR) service time durations. |
Application Summary Report | Learn about the disposition of Interactive Voice Response (IVR) sessions. |
Assisted Service Interactions by Last Milestone Report | Analyze the events that precede calls moving from Self Service into Assisted Service. |
Async Interactions Report | Find out about Chat interactions that are initiated by customers outside of regular business hours. |
Blocks Summary Report | Learn about traffic and errors in each application block. |
Bot Analytical Dashboard | Analyze the impact of bots on the customer experience in interaction flows that involve Genesys Designer applications. |
Business Metrics Executive Report | Review adherence to baseline service objectives. |
Business Results reports | Use Business Results reports to learn about the business outcomes that result from activity in your contact center. |
Callback Details Report | View detailed information about Callback usage in your contact center. |
Callback reports | Learn more about the performance of Callback in your contact center. Reports in the Callback folder are ready-to-use, but as always, can be modified to suit your specific business needs. |
Callback Summary Report | Analyze overall callback success rates in your contact center by reviewing the volume of callback calls, success rates, resulting savings, and customer wait times. |
Contact Center Dashboard | View detailed information about interaction volumes and KPIs for the whole contact center. |
Chat Engagement Report | Analyze the volume and duration of agent chat engagements agents. |
Chat Message Statistics Report | Analyze the volume and duration of chat exchanges between customers and agents. |
Chat reports | Learn more about chat volumes, statistics, and outcomes in your contact center. |
Chat Session Report | Examine the number of chat sessions, the number of messages within chat sessions, and how often chats were missed or transferred. |
Chat Thread Report | View detailed information about chat sessions and threads. |
Campaign Callbacks Summary Report | Analyze the use of Callback in your campaign. |
Campaign Summary Report | Monitor the overall progress of your campaign. |
Contact List Effectiveness Report | Analyze the success rates of your contact lists, focusing on the frequency of SIT detection. |
Co-browse Detail Report | Assess agent handling of contact center interactions that include Co-browse sessions. |
Co-browse reports | Learn more about agent handling of contact center interactions that involve Co-browse sessions. |
Co-browse Summary Report | Analyze each agent's handling of interactions that involve Co-browse sessions. |
Customize reports | Modify out-of-box reports to customize them for your business needs. Information on this page applies to both reports and dashboards, but for simplicity, refers to them simply as reports. |
Customer Perspective Report | Monitor customer experience in the contact center. |
Dashboards | Learn about dashboards, which provide visual summaries of activity in your contact center, and are organized to suit your role in the organization. |
Details reports | View detailed information about activity in your contact center, from many different perspectives. |
Email reports | Learn more about email interaction volumes, statistics, and outcomes in your contact center. |
Final Disposition Dashboard | Analyze trends in interaction outcomes based on whether interactions conclude in the Self-Service phase or enter the Assisted-Service phase and are routed to a DN or agent. |
CX Insights for iWD reports and dashboards | Analyze activity in contact centers that use iWD Data Mart. |
Generate historical reports | Navigate in Genesys CX Insights so that you can access and run/generate historical reports, and control what data is included in reports. |
Predictive Routing Agent Occupancy Dashboard | Evaluate the impact that enabling Genesys Predictive Routing (GPR) has on the use of agent's time. |
Predictive Routing - AHT & Queue Dashboard | Evaluate the impact that enabling Genesys Predictive Routing (GPR) has on your contact center efficiency. |
Predictive Routing - Model Efficiency Dashboard | Evaluate the impact that enabling various GPR prediction models has on your contact center efficiency. |
Report Descriptions | View a complete list, organized by type, of the out-of-box historical reports and dashboards that are included with Genesys CX Insights. |
Bot Analytical Dashboard | Analyze the impact of bots on the customer experience in interaction flows that involve Genesys Designer applications. |
Final Disposition Dashboard | Analyze trends in interaction outcomes based on whether interactions conclude in the Self-Service phase or enter the Assisted-Service phase and are routed to a DN or agent. |
Designer reports | View information about Interactive-Voice-Response (IVR) usage in your contact center. |
Capture Point Business Value Report | Explore the distribution of tasks by process and point of entry (capture point) into the iWD system. |
Capture Point Dashboard | Analyze the business value driven through capture points, and the volume of work processed through each capture point. |
Capture Point Task Duration Report | Identify and plan remediation for bottlenecks in the system. |
Customer Segment Service Level Dashboard | Understand how well each department and process is meeting Service Level Agreements |
Customer Segment Service Level Report | Examine whether SLAs are being met for each customer segment. |
Intraday Process Dashboard | Analyze completed iWD tasks on an intraday basis. |
Intraday Process Report | Examine the performance of historical and pending work items, explore backlogs, throughput, and overdue tasks. |
Resource Performance Dashboard | Analyze the amount of time and effort required to resolve work items. |
Resource Performance Report | Examine key task-handling metrics for each agent / resource. |
Task Age Dashboard | Understand how well each department and process is meeting Service Level Agreements |
Task Age Report | Explore the volume of tasks that fail to meet Service Level Agreements. |
Task Detail Report | Perform detailed analysis of individual work items from a customer perspective. |
Task Work Detail Report | Analyze tasks that involve more than one agent / resource. |
Interactions Acceptance Dashboard | Analyze the number and percentage of customer interactions that are accepted promptly, compared to those that encounter a delay. |
Interactions Acceptance Report | Analyze how long it takes for agents to accept interactions. |
Interaction Flow Report | Understand how interactions proceed, from the customer’s perspective. |
Interaction Handling Attempt Report | Learn about agent handling of interaction handling in the contact center. |
Interaction Traffic Group Report | Examine the efficiency of interaction handling in any given queue group. |
Interaction Traffic Report | Study the efficiency of individual queues. |
Interaction Volume Business Attribute Email Report | Analyze Business Results in the context of Service Level and caller objectives. |
Interaction Volume Business Attribute Report | Analyze how effectively customer needs are being met. |
Milestone Summary Report | Learn about the dispositions of calls at each milestone. |
Outbound Contact reports | Learn about the outbound campaigns running in your contact center (outbound engagement). |
Pre-Agent Termination Report | Learn more about calls that terminated without connecting to an agent. |
Predictive Routing A/B Testing Report | Evaluate the impact of enabling various predictive models and predictors based on time-sliced A/B testing. |
Predictive Routing Detail Report | Find out how Genesys Predictive Routing (GPR) is used in your contact center, and how enabling GPR impacts Key Performance Indicators (KPI). |
Predictive Routing Operational Report | Track key operational statistics for Genesys Predictive Routing (GPR), such as interaction volume and wait times. |
Predictive Routing Queue Statistics Report | Evaluate the impact that enabling Genesys Predictive Routing (GPR) has on queue-related Key Performance Indicators (KPI). |
Predictive Routing Reports and Dashboards | Learn more about how Genesys Predictive Routing (GPR) is used in your contact center, including how GPR impacts customer experience, wait times, issue resolution rates, and other key metrics. |
Queue Dashboard | Compare the performance of various queues by viewing detailed information about agent performance on a queue-by-queue basis. |
Queues reports | Analyze activity in your contact center on a queue-by-queue basis. |
Queue Outline Report | View detailed information about queue performance. |
Queue Summary Report | Assess the performance of configured queues in your contact center. |
Work with reports | Read and understand Genesys CX Insights reports, and learn how to drill, filter, or export report results. |
Self-Service Statistics Report | Discover how often calls are completed successfully in each phase (Self-Service and Assisted Service), and what happens when they are not. |
Speed Of Accept (hours) Report | Analyze how long interactions wait in queue before being accepted. |
Speed Of Accept (seconds) Report | Find out how long interactions wait in queue before being accepted. |
Supervisor Dashboard | View detailed information about agent activities, interactions, and states, focusing on indicators that are relevant from a supervisor perspective. |
Survey Answer Report | Learn more about customers responses to post-call survey questions. |
Survey Statistics Report | Learn more about how customers interact with post-call surveys. |
Task Routing dashboards | Learn more about the performance of Genesys Task Routing in your Genesys Engage cloud contact center. |
Transfer Detail Report | Analyze the circumstances that lead to call transfers, and the outcomes. |
Agent Task Dashboard | View a breakdown of the time agents spent when handling interactions that were routed by Genesys Task Routing (GTR). |
Task Volume Dashboard | Review the volume of tasks that agents handled when working on interactions that were routed by Genesys Task Routing (GTR). |