Standard Report Templates
Standard report templates are provided with Genesys Pulse.
Genesys Pulse includes templates for the most popular reports. You can use these templates to quickly add report widgets to your dashboard. Here is an overview of reports that may be included. You will also find links to statistic definitions for each report type.
Agent reports
See Agent statistic definitions.
Agent Group StatusAgents are provided logins or devices and are assigned to media that match their skills. With this report, the supervisor can ensure the agents are logged in where they should be and managing the media for which they are responsible. Objects: Agent Groups, Place Groups. Statistics:
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Agent KPIAgents manage many transactions and states in addition or related to answered calls. Viewing all the data in a single report provides the supervisor with an understanding of agent's performance as a function of first call resolution. Objects: Agent, Agent Place, Agent Groups, Place Groups. Statistics:
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Agent LoginThis report provides a quick analysis indicating some kind of action and provides the primary view used to determine if the contact center is meeting criteria or level of service that customers expect. Objects: Agent. Statistics:
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IWD Agent ActivityThis report presents agent or agent group activity as it relates to the processing iWD work items type contacts. Objects: Agent Place, Agent, Agent Group, Place Group. Statistics:
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IWD Queue ActivityThis queue report provides an overview of current or near real-time activity associated with the iWD queues. Objects: Staging Area. Statistics:
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Campaign reports
See Campaign statistic definitions.
Campaign ActivityThis report allows you to monitor the activity associated with outbound campaigns. Objects: Calling List, Campaign. Statistics:
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Campaign Callback StatusThis report presents information related to campaign initiated callbacks. Objects: Calling List, Campaign, Campaign Calling List. Statistics:
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Campaign Group ActivityThis report allows you to monitor the activity associated with outbound Campaign Groups. Objects: Campaign Group. Statistics:
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Campaign Group StatusThis report allows you to monitor the current state and duration associated with outbound campaign group activity. Objects: Campaign Group. Statistics:
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eServices reports
See eServices statistic definitions.
Chat Agent ActivityThis report presents agent or agent group activity as it relates to the processing of chat contacts. Objects: Agent, Agent Place, Agent Group, Place Group. Statistics:
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Chat Queue ActivityThis report allows you to monitor Chat Queue Group activity. Objects: Queue Group, Queue. Statistics:
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Email Agent ActivityThis report presents agent or agent group activity as it relates to the processing of Email type contacts. Objects: Agent Place, Agent, Agent Group, Place Group. Statistics:
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Email Queue ActivityThis queue report presents an overview of current or near real-time activity in the individual email queues. Note: For Engage cloud Email, released on March 31, 2021, only emails that have entered the Routing state are shown in Genesys Pulse reports. Emails in the Universal Queue that are not yet routed are not included. Use the Monitor work items and emails in Workload Manager for email backlog dashboards. Objects: Staging Area. Statistics:
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eServices Agent ActivityThis report allows you to monitor agent group KPIs related to eServices (chat, email, SM) media and determine behavior problems that need to be addressed. Objects: Agent Place, Agent, Agent Group, Place Group. Statistics:
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eServices Queue KPIsThis queue report presents an overview of current or near real-time activity for eServices channels. Objects: Staging Area. Statistics:
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Facebook Media ActivityThis report presents agent or agent group activity as it relates to the processing of social media interactions. Objects: Agent, Agent Place, Agent Group, Place Group. Statistics:
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Twitter Media ActivityThis report presents agent or agent group activity as it relates to the processing of social media interactions. Objects: Agent, Agent Place, Agent Group, Place Group. Statistics:
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Queue reports
See Queue statistic definitions.
Callback ActivityThis report provides call activity statistics associated with Callback queues. Objects: Queue. Statistics:
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Queue KPIsThis report presents a representation of all the agents assigned to a group and their current states, which provides supervisors a quick look at available staff and an at-a-glance view of their current states. Objects: Queue Group, Queue, Route Point. Statistics:
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Queue Overflow ReasonThis report presents reasons why calls were cleared from queues. Objects: Queue Group, Queue, Route Point. Statistics:
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