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Table structure:

  • appSectionHeading - Text
  • appSectionImage - File
  • appSectionGif - String
  • appSectionVideo - String
  • appSectionText - Wikitext
  • appSectionTextwide - Wikitext
  • appSectionAlignment - String
  • appSectionAnchor - String

This table has 35 rows altogether.

Page appSectionHeading appSectionImage appSectionGif appSectionVideo appSectionText appSectionTextwide appSectionAlignment appSectionAnchor
DES/Current/Designer/GetStarted More about Designer No 652496505 This video highlights several of the new features and capabilities that were added to Designer during this past year (2021). It also shares a few customer success stories and offers a quick preview of what's ahead for Designer.
Important
The information provided in this video is for general informational purposes only. Some features or functionality described may not apply to your deployment or may have changed since the date of original production. If you have any questions, contact your Genesys representative.
Horizontal moreinfo
DES/Current/Designer/GetStarted Next steps No Use this page as a starting point to learn more about key Designer features and concepts: Vertical next
Draft:DES/Current/Designer/GetStarted More about Designer No 652496505 This video highlights several of the new features and capabilities that were added to Designer during this past year (2021). It also shares a few customer success stories and offers a quick preview of what's ahead for Designer.
Important
The information provided in this video is for general informational purposes only. Some features or functionality described may not apply to your deployment or may have changed since the date of original production. If you have any questions, contact your Genesys representative.
Horizontal moreinfo
Draft:DES/Current/Designer/GetStarted Next steps No Use this page as a starting point to learn more about key Designer features and concepts: Vertical next
Draft:PEC-DC/Current/Administrator/TenantSettings Edit a setting No To specify a setting value, either type in the appropriate text box, use the toggle to turn settings on and off, or select from the drop-down list. Any existing default values are listed below the value input area.

The Cancel and Save buttons are disabled until you make a change on the page. After you save a setting, it takes effect within 10 minutes.

Vertical edit
Draft:PEC-ES/Current/Administrator/GetStarted What next? No
  • Working with Standard Responses explains how to create and edit Standard Responses and how to create the category tree structure you will use to organize your Standard Responses, Field Codes, and Screening Rules.
  • How to create and edit Field Codes, which enable you to insert personal information, such as names, into your Standard Responses.
  • Working with Screening Rules explains how to create and edit Screening Rules, which enable you to analyse what incoming messages are about and to handle them accordingly.
Vertical
Draft:PEC-REC/Current/Administrator/GetStarted Multilingual support No SpeechMiner web application supports multiple languages. When you log into SpeechMiner, the web UI is displayed in a language that you selected in the browser. If you select an unsupported language in the browser, the SpeechMiner Web UI defaults to en-US.

SpeechMiner language support

SpeechMiner language recognition and user interface (UI) support is available for the following languages:

Language Recognition Support UI Support
Dutch - NL X Dutch - NL
English - USA X English - USA
English - UK X English - USA
English - Australia X English - USA
English - South African X English - USA
English - Indian X English - USA
French - Canadian X French - Canadian
Russian - Russia X Russian - Russia
Spanish - USA X Spanish - Mexican
Spanish - Columbian X Spanish - Mexican
Spanish - Mexican X Spanish - Mexican
Spanish - Spain X Spanish - Spain
German - Germany X German - Germany
Portuguese - Brazil X Portuguese - Brazil
Korean - Korea X Korean - Korea
French - France X French - France
Japanese - Japan X Japanese - Japan
Mandarin - China X Simplified Chinese (labeled as Mandarin)
Italian - Italy X Italian - Italy
Arabic - World Wide X Arabic - World Wide
Turkish - Turkey X Turkish - Turkey
Cantonese - Hong Kong X Traditional Chinese (labeled as Cantonese)


Vertical
Draft:PEC-REP/Current/GVP/GetStarted GVP Report display controls No The controls listed below are for data table panels that appear to the right of the filter column. You don't need to know all of them, just the commands that will show you the most useful data.

The controls listed below are for data table panels that appear to the right of the filter column. You don't need to know all of them, just the commands that will show you the most useful data.

Report Data Display Controls
What it is How to control it
Data row Click to drill down on the data row for more detail on that row alone. The details appear in a new window to the right of the existing window, and the nature of those details depends upon the nature of the data row. For example, if the data is a historical list of calls, clicking on one row displays a Call Details window with information about the call that you selected.
Pagination bar Displays pagination information for the report, if it is saved in CSV format.
Column heading Click to sort the entire table by the selected column . Click-and-drag to move a column.
Next Range and
Previous Range buttons
Click to generate a related new report based on the current time frame, but a shifted time range.

These controls are available only in Operational Reports and VAR Reports.

Quick Filter field Enter text that must appear in a data row for the row to be displayed.
Export button Click to save the displayed pages of data to a file of comma-separated values, using an automatically generated name that follows this convention:

user_gvp_rpt_report type.date generated.csv
A standard Windows dialog box lets you chose the saved file's destination directory.

Tenant Filter Select one or more tenants from the list that appears when you click the solid file folder icon.
Call Disposition Select a Call Disposition from the drop-down list.
Vertical displaycontrols
Draft:PEC-REP/Current/GVP/GetStarted How to choose a GVP report
rpt_drop-down_OR_noSQ.png
No
  1. On the Genesys Portal, click the IVR Administration icon.
  2. If prompted, enter your user name and password.
  3. The Configuration Manager page appears. Select a report type from the Reports drop-down menu.

When you first open a report, it contains no data. Use the filters dialog box on the left side of your browser window to decide what information to include. Then, generate the report.

Each report offers multiple report types, with different characteristics such as multiple data sets and access to the data for multiple Genesys components. You can design a filter to display only the data that you want to see. That kind of control is huge when it's time to read a report!

You've selected a report type and displayed an empty table. Now you can fill it with the data that you need.

Horizontal choose
Draft:PEC-REP/Current/GVP/GetStarted How to design a GVP report
rpt_filterOR.png
No GVP Reports can access a huge pool of data about calls. Use the report filter to find and focus on the specific data that will help you make informed decisions.

For example, the filter on the left will let you compare how well two different MCPs handled Call Arrivals for the month of September, broken down by the week.

Mine the data easily with filters

Use the filters to design a report's output. These are your tools for mining the database. Click each link below to learn about the many ways that you can focus your chosen report type on the exact data that you seek:

Note: Some report types may not be part of your installation.

The Report filter control panel is on the left side of the page.

Look for these generic control buttons in the filters panel:

  • Rpt button collapse.png Collapse or Rpt button restore.png Restore the report filters panel.
  • Rpt button browse.png Browse a list for filter items that you can select, or Rpt button clear.png Clear the current value.
Horizontal design
Draft:PEC-REP/Current/GVP/GetStarted How to generate a GVP report
rpt_filterOR_gen.png
No Click Generate at the top (or the bottom) of any report filter dialog. Horizontal generate
Draft:PEC-REP/Current/GVP/GetStarted How to read a GVP report
CallBrowserReportAnnotated.png
No A report can contain many layers of useful data that stays out of your way—until you dig deeper for it. The report appears in a table that occupies the right-hand 3/4 of your browser window.

You clicked Generate to populate the table with the data types you selected in the filter dialog.

Now click a row to underline (select) it, then double-click to "drill down"—see more detail about that row in a new table to the right (and usually off the screen). You can continue to drill down, and generate new details in new tables, as long as you can select a line.

Click the Export button to save all generated (in other words, currently viewable) data to a file—including data that is off the screen but you could scroll to see. Horizontal read
Draft:PEC-REP/Current/RPRT/GetStarted Changing the language used in the reports
HRCXILanguage.png
No 439922447 Before you can select a language, an administrator must enable it on the server. Talk to your administrator to find out what language is available for your use. Changes described in this procedure apply only to your own sessions, not to other users.

Note that the language used in some parts of reports cannot be changed. For example, some prompt values are presented in English, even after localization is applied.

Use the following steps to change the language used in the GUI and reports.

  1. Log in to Genesys CX Insights.
  2. Click the menu next to your user name, and select Preferences.
  3. On the User Preferences > General page:
    1. Change the language used in the GUI: In the Language section, select a language from the list.
    2. Change the language used in the reports: Click Show advanced options, then from the Metadata list, select a language.
  4. Scroll to the bottom of the page, and click Apply.
  5. Use the browser's back arrow, or click in the breadcrumbs, to continue.

Supported languages

Genesys CX Insights provides support to translate (localize) the GUI and Genesys CX Insights reports into the languages listed in the following tables. The available list of languages varies depending on the project you are working in (for example, the Genesys CX Insights project or the Genesys CX Insights for iWD project):

Language LANGS variable
Language support for the Genesys CX Insights project
Arabic ar-SA
Chinese (simplified) zh-CN
Dutch nl-NL
French (Canada) fr-CA
French (France) fr-FR
German (Germany) de-DE
Italian it-IT
Japanese ja-JP
Korean ko-KR
Polish pl-PL
Portuguese (Brazil) pt-BR
Russian ru-RU
Spanish (Latin America) es-419
Turkish tr-TR
Language LANGS variable value
Language support for the Genesys CX Insights for iWD project
Chinese (People's Republic of China) zh-CN
German (Germany) de-DE
French (Canada) fr-CA
French (France) fr-FR
Japanese (Japan) ja-JP
Portuguese (Brazil) pt-BR
Russian (Russia) ru-RU
Spanish (Mexico) es-MX
Horizontal ChangeLang
Draft:PEC-REP/Current/RPRT/GetStarted Learn more about Genesys CX Insights No In this document, you can find information about the following topics:

To view more detailed information about the metrics and attributes used in the reports, and about other metrics and attributes that you can use to customize reports, see the Genesys CX Insights Multicloud Projects Reference Guide.

Vertical MoreInfo
Draft:PEC-REP/Current/RT/GetStarted Access Reports
Pulse9.0OpenDashboard.png
No To see the real-time reports, open the Genesys Pulse dashboard.

Reports are displayed in widgets, which you can expand to dashboard size to view more detail.

Horizontal
Draft:PEC-REP/Current/RT/GetStarted Expand Reports to Dashboard
Pulse9.0ExpandWidget.png
No To see a detailed view of your report, click More in the upper right corner of a widget and select Expand to Tab. This expanded report opens within a new tab, so it doesn't impact your initial dashboard.

You can:

  • Download the report data as a .csv file by selecting Download Widget from the More menu.
  • Change the source widget by selecting Edit from the More menu.
  • Sort options, define objects, and define statistics.
  • View various chart types available in the expanded widget:
    • Time Tracking
      Pulse9.0TimeTracking.png
    • Grouped Bar
      Pulse9.0GroupedBar.png
    • Stacked Bar
      Pulse9.0StackedBar.png
    • Stacked Bar
    • Data
      Starting with release 9.0.001, new options are available in the Customize menu:
      • Row Density:
        Comfy (default) or Compact
      • Row Color Contrast:
        Low (default) or High
      • Reset Column Width - resets columns width to default values.
      Pulse DataViewOptions 90001.png
Horizontal
Draft:PEC-REP/Current/RT/GetStarted Manage Dashboards and Wallboards
Pulse9.0DashMoreIcon.png
No Use tabs to manage Genesys Pulse dashboards and wallboards. For more options, click the More kebab menu (the three vertical dots menu) in the upper right corner of the dashboard:
  • Add a Widget—Add a new widget to the dashboard or wallboard.
  • Clone—Create a new copy of the dashboard or wallboard.
  • Close—Close the dashboard or wallboard.
  • Customize—Change the name, description, and other options of the dashboard or wallboard.
  • Download—Export dashboard or wallboard in JSON format.
  • Launch—Open a wallboard.
  • Publish—Share the unpublished dashboard or wallboard.
  • Save As—Save a new copy of the published dashboard or wallboard.
  • Update Shared Copy—Replace the published copy of the dashboard or wallboard.
Horizontal
Draft:PEC-REP/Current/RT/GetStarted Use Report Widgets
Pulse9.0WidgetActions.png
No Genesys Pulse widgets display Donut, Data, Key Performance Indicator (KPI), Time Tracking, or List charts of key statistics for objects on your dashboard.

You can:

  • Clone—Create a copy of the widget.
  • Delete—Delete the widget.
  • Download—Download the report data as a .csv file.
  • Edit—Edit the widget.
  • Expand to Tab—See an expanded, detailed view of the report.

You can also add new widgets to your dashboard.

Horizontal
Draft:PEC-REP/Current/RT/GetStarted Video: Get started with Pulse No 719137971 Learn how to access and use Genesys Pulse. Horizontal VideoGetStarted
Draft:PEC-REP/Current/RT/GetStarted What do I do next? No Learn more about related topics: Vertical
PEC-ES/Current/Administrator/GetStarted What next? No
  • Working with Standard Responses explains how to create and edit Standard Responses and how to create the category tree structure you will use to organize your Standard Responses, Field Codes, and Screening Rules.
  • How to create and edit Field Codes, which enable you to insert personal information, such as names, into your Standard Responses.
  • Working with Screening Rules explains how to create and edit Screening Rules, which enable you to analyse what incoming messages are about and to handle them accordingly.
Vertical
PEC-REC/Current/Administrator/GetStarted Multilingual support No SpeechMiner web application supports multiple languages. When you log into SpeechMiner, the web UI is displayed in a language that you selected in the browser. If you select an unsupported language in the browser, the SpeechMiner Web UI defaults to en-US.

SpeechMiner language support

SpeechMiner language recognition and user interface (UI) support is available for the following languages:

Language Recognition Support UI Support
Dutch - NL X Dutch - NL
English - USA X English - USA
English - UK X English - USA
English - Australia X English - USA
English - South African X English - USA
English - Indian X English - USA
French - Canadian X French - Canadian
Russian - Russia X Russian - Russia
Spanish - USA X Spanish - Mexican
Spanish - Columbian X Spanish - Mexican
Spanish - Mexican X Spanish - Mexican
Spanish - Spain X Spanish - Spain
German - Germany X German - Germany
Portuguese - Brazil X Portuguese - Brazil
Korean - Korea X Korean - Korea
French - France X French - France
Japanese - Japan X Japanese - Japan
Mandarin - China X Simplified Chinese (labeled as Mandarin)
Italian - Italy X Italian - Italy
Arabic - World Wide X Arabic - World Wide
Turkish - Turkey X Turkish - Turkey
Cantonese - Hong Kong X Traditional Chinese (labeled as Cantonese)


Vertical
PEC-REP/Current/GVP/GetStarted GVP Report display controls No The controls listed below are for data table panels that appear to the right of the filter column. You don't need to know all of them, just the commands that will show you the most useful data.

The controls listed below are for data table panels that appear to the right of the filter column. You don't need to know all of them, just the commands that will show you the most useful data.

Report Data Display Controls
What it is How to control it
Data row Click to drill down on the data row for more detail on that row alone. The details appear in a new window to the right of the existing window, and the nature of those details depends upon the nature of the data row. For example, if the data is a historical list of calls, clicking on one row displays a Call Details window with information about the call that you selected.
Pagination bar Displays pagination information for the report, if it is saved in CSV format.
Column heading Click to sort the entire table by the selected column . Click-and-drag to move a column.
Next Range and
Previous Range buttons
Click to generate a related new report based on the current time frame, but a shifted time range.

These controls are available only in Operational Reports and VAR Reports.

Quick Filter field Enter text that must appear in a data row for the row to be displayed.
Export button Click to save the displayed pages of data to a file of comma-separated values, using an automatically generated name that follows this convention:

user_gvp_rpt_report type.date generated.csv
A standard Windows dialog box lets you chose the saved file's destination directory.

Tenant Filter Select one or more tenants from the list that appears when you click the solid file folder icon.
Call Disposition Select a Call Disposition from the drop-down list.
Vertical displaycontrols
PEC-REP/Current/GVP/GetStarted How to choose a GVP report
rpt_drop-down_OR_noSQ.png
No
  1. On the Genesys Portal, click the IVR Administration icon.
  2. If prompted, enter your user name and password.
  3. The Configuration Manager page appears. Select a report type from the Reports drop-down menu.

When you first open a report, it contains no data. Use the filters dialog box on the left side of your browser window to decide what information to include. Then, generate the report.

Each report offers multiple report types, with different characteristics such as multiple data sets and access to the data for multiple Genesys components. You can design a filter to display only the data that you want to see. That kind of control is huge when it's time to read a report!

You've selected a report type and displayed an empty table. Now you can fill it with the data that you need.

Horizontal choose
PEC-REP/Current/GVP/GetStarted How to design a GVP report
rpt_filterOR.png
No GVP Reports can access a huge pool of data about calls. Use the report filter to find and focus on the specific data that will help you make informed decisions.

For example, the filter on the left will let you compare how well two different MCPs handled Call Arrivals for the month of September, broken down by the week.

Mine the data easily with filters

Use the filters to design a report's output. These are your tools for mining the database. Click each link below to learn about the many ways that you can focus your chosen report type on the exact data that you seek:

Note: Some report types may not be part of your installation.

The Report filter control panel is on the left side of the page.

Look for these generic control buttons in the filters panel:

  • Rpt button collapse.png Collapse or Rpt button restore.png Restore the report filters panel.
  • Rpt button browse.png Browse a list for filter items that you can select, or Rpt button clear.png Clear the current value.
Horizontal design
PEC-REP/Current/GVP/GetStarted How to generate a GVP report
rpt_filterOR_gen.png
No Click Generate at the top (or the bottom) of any report filter dialog. Horizontal generate
PEC-REP/Current/GVP/GetStarted How to read a GVP report
CallBrowserReportAnnotated.png
No A report can contain many layers of useful data that stays out of your way—until you dig deeper for it. The report appears in a table that occupies the right-hand 3/4 of your browser window.

You clicked Generate to populate the table with the data types you selected in the filter dialog.

Now click a row to underline (select) it, then double-click to "drill down"—see more detail about that row in a new table to the right (and usually off the screen). You can continue to drill down, and generate new details in new tables, as long as you can select a line.

Click the Export button to save all generated (in other words, currently viewable) data to a file—including data that is off the screen but you could scroll to see. Horizontal read
PEC-REP/Current/RPRT/GetStarted Changing the language used in the reports
HRCXILanguage.png
No 439922447 Before you can select a language, an administrator must enable it on the server. Talk to your administrator to find out what language is available for your use. Changes described in this procedure apply only to your own sessions, not to other users.

Note that the language used in some parts of reports cannot be changed. For example, some prompt values are presented in English, even after localization is applied.

Use the following steps to change the language used in the GUI and reports.

  1. Log in to Genesys CX Insights.
  2. Click the menu next to your user name, and select Preferences.
  3. On the User Preferences > General page:
    1. Change the language used in the GUI: In the Language section, select a language from the list.
    2. Change the language used in the reports: Click Show advanced options, then from the Metadata list, select a language.
  4. Scroll to the bottom of the page, and click Apply.
  5. Use the browser's back arrow, or click in the breadcrumbs, to continue.

Supported languages

Genesys CX Insights provides support to translate (localize) the GUI and Genesys CX Insights reports into the languages listed in the following tables. The available list of languages varies depending on the project you are working in (for example, the Genesys CX Insights project or the Genesys CX Insights for iWD project):

Language LANGS variable
Language support for the Genesys CX Insights project
Arabic ar-SA
Chinese (simplified) zh-CN
Dutch nl-NL
French (Canada) fr-CA
French (France) fr-FR
German (Germany) de-DE
Italian it-IT
Japanese ja-JP
Korean ko-KR
Polish pl-PL
Portuguese (Brazil) pt-BR
Russian ru-RU
Spanish (Latin America) es-419
Turkish tr-TR
Language LANGS variable value
Language support for the Genesys CX Insights for iWD project
Chinese (People's Republic of China) zh-CN
German (Germany) de-DE
French (Canada) fr-CA
French (France) fr-FR
Japanese (Japan) ja-JP
Portuguese (Brazil) pt-BR
Russian (Russia) ru-RU
Spanish (Mexico) es-MX
Horizontal ChangeLang
PEC-REP/Current/RPRT/GetStarted Learn more about Genesys CX Insights No In this document, you can find information about the following topics:

To view more detailed information about the metrics and attributes used in the reports, and about other metrics and attributes that you can use to customize reports, see the Genesys CX Insights Multicloud Projects Reference Guide.

Vertical MoreInfo
PEC-REP/Current/RT/GetStarted Access Reports
Pulse9.0OpenDashboard.png
No To see the real-time reports, open the Genesys Pulse dashboard.

Reports are displayed in widgets, which you can expand to dashboard size to view more detail.

Horizontal
PEC-REP/Current/RT/GetStarted Expand Reports to Dashboard
Pulse9.0ExpandWidget.png
No To see a detailed view of your report, click More in the upper right corner of a widget and select Expand to Tab. This expanded report opens within a new tab, so it doesn't impact your initial dashboard.

You can:

  • Download the report data as a .csv file by selecting Download Widget from the More menu.
  • Change the source widget by selecting Edit from the More menu.
  • Sort options, define objects, and define statistics.
  • View various chart types available in the expanded widget:
    • Time Tracking
      Pulse9.0TimeTracking.png
    • Grouped Bar
      Pulse9.0GroupedBar.png
    • Stacked Bar
      Pulse9.0StackedBar.png
    • Stacked Bar
    • Data
      Starting with release 9.0.001, new options are available in the Customize menu:
      • Row Density:
        Comfy (default) or Compact
      • Row Color Contrast:
        Low (default) or High
      • Reset Column Width - resets columns width to default values.
      Pulse DataViewOptions 90001.png
Horizontal
PEC-REP/Current/RT/GetStarted Manage Dashboards and Wallboards
Pulse9.0DashMoreIcon.png
No Use tabs to manage Genesys Pulse dashboards and wallboards. For more options, click the More kebab menu (the three vertical dots menu) in the upper right corner of the dashboard:
  • Add a Widget—Add a new widget to the dashboard or wallboard.
  • Clone—Create a new copy of the dashboard or wallboard.
  • Close—Close the dashboard or wallboard.
  • Customize—Change the name, description, and other options of the dashboard or wallboard.
  • Download—Export dashboard or wallboard in JSON format.
  • Launch—Open a wallboard.
  • Publish—Share the unpublished dashboard or wallboard.
  • Save As—Save a new copy of the published dashboard or wallboard.
  • Update Shared Copy—Replace the published copy of the dashboard or wallboard.
Horizontal
PEC-REP/Current/RT/GetStarted Use Report Widgets
Pulse9.0WidgetActions.png
No Genesys Pulse widgets display Donut, Data, Key Performance Indicator (KPI), Time Tracking, or List charts of key statistics for objects on your dashboard.

You can:

  • Clone—Create a copy of the widget.
  • Delete—Delete the widget.
  • Download—Download the report data as a .csv file.
  • Edit—Edit the widget.
  • Expand to Tab—See an expanded, detailed view of the report.

You can also add new widgets to your dashboard.

Horizontal
PEC-REP/Current/RT/GetStarted Video: Get started with Pulse No 719137971 Learn how to access and use Genesys Pulse. Horizontal VideoGetStarted
PEC-REP/Current/RT/GetStarted What do I do next? No Learn more about related topics: Vertical
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