Historical Reporting with Genesys CX Insights

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Related documentation:

• How Reporting works
• Get started with Genesys CX Insights

Article	Description
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. 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. This information is intended for advanced 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.
ANI Details Dashboard	Explore outcomes of customer interactions based on Automatic Number Identification (ANI).
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.
Billing Data reports	Learn about your consumption of billable Genesys services.
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 to access and run/generate historical reports, and control what data appears 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.
Inbound Voice User Report	View information about Named and Concurrent Users Count usage.
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.
IVR Usage Report	View information about Genesys Voice Platform (GVP) usage, as represented by daily and monthly totals of IVR Minutes and IVR Ports.
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.
ETL Audit Dashboard	Track job execution statistics, including duration, status, and other critical ETL values.
Inbound Intraday Email Process Report	Analyze the volume of iWD email tasks that are added, completed, or in process during a specified time period.
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.
Outbound Email Report	Perform detailed analysis of outbound email usage patterns.
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 Path Analysis Dashboard	Explore the first and last milestones customers traversed, and the number of sessions that ended in each final disposition.
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).
Weekly Agent Group Performance Dashboard	Explore weekly interaction handling at the group level on a weekly basis.
Weekly Agent Group Performance Dashboard	Explore weekly interaction handling at the group level on a weekly basis.
Weekly Agent Group Utilization Dashboard	Understand how agents are using their time over the course of a week.
Weekly Agent Group Utilization Dashboard	Understand how agents are using their time over the course of a week.
Weekly Business Attribute Dashboard	Explore interaction business-result categorization on a weekly basis.
Weekly Business Attribute Dashboard	Explore interaction business-result categorization on a weekly basis.
Weekly Queue Summary Dashboard	Assess the weekly performance of configured queues.
Weekly Queue Summary Dashboard	Assess the weekly performance of configured queues.
Weekly Self Service Containment Dashboard	Explore the volume of interactions that are (or are not) contained in Self-Service.
Weekly Self Service Containment Dashboard	Explore the volume of interactions that are (or are not) contained in Self-Service.