View table: AppSection

• 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.

SpeechMiner language support

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

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.

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.

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:

• Call Browser Report filters
• Dashboard Report filters
• Operational Report filters
• VAR Report filters

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

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.

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.
   

• Learn more about how to navigate in Genesys CX Insights and generate reports: Generate and use historical reports
• Learn more about how to read and understand historical reports; Understand the reports
• Learn how to customize the reports: Customize CX Insights reports
• A complete list of the historical reports in GCXI: Report Descriptions

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.

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

    

  • Grouped Bar

    

  • Stacked Bar

    

  • 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.

    

• 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.

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.

• 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.

SpeechMiner language support

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

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.

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.

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:

• Call Browser Report filters
• Dashboard Report filters
• Operational Report filters
• VAR Report filters

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

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.

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.
   

• Learn more about how to navigate in Genesys CX Insights and generate reports: Generate and use historical reports
• Learn more about how to read and understand historical reports; Understand the reports
• Learn how to customize the reports: Customize CX Insights reports
• A complete list of the historical reports in GCXI: Report Descriptions

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.

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

    

  • Grouped Bar

    

  • Stacked Bar

    

  • 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.

    

• 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.

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.