View table: GCXI_Report

If the business-result classification changes during an interaction, Genesys Info Mart attributes the business result that is in effect when interaction handling ends to the business result that is attached to the interaction. More accurately, the business result that is associated with the interaction at the end of the segment with the first handling resource is attached to the interaction.

If the interaction does not reach a handling resource, the last associated business result is attached to the interaction. Percentages that yield zero (0) values indicate either 0 duration or 0 count. So, for example, % Abandoned Waiting could signify either that no interactions of this business result were abandoned, or that no interactions of this business result entered the contact center at all. All of the metrics in this report are disposition metrics, which means that interaction total counts are attributed to the interval in which the interaction arrives, and only when interaction processing is complete. Genesys supports customization of the % First Response Time Service Level metric to align its definition with your business.

• Total number of accepted, declined, attempted, connected, cancelled, abandoned, and successful callbacks.
• Percentages of callbacks that were successful, unsuccessful, declined, or connected.
• Savings resulting from callbacks, including the total amount time and money saved and the average time and money saved per callback.
• The number of attempts made to complete callbacks, the time customers spent waiting for an agent, and time customers waited before abandoning a call.

Use this report to view a comprehensive picture of how Callback is used in your contact center, including detailed information about the volume of callback calls, success rates, resulting savings, and customer wait times.

• The Bot Sessions tab provides an overall view of bot sessions, including information about:
  • Session durations
  • How many sessions were initiated, started, interrupted, or failed
  • Information about the number of messages sent and received by bots.
• The Media Sessions tab focuses on media sessions, contrasting the number of media sessions with the number (and percentage) of sessions with bots, and with the number of sessions (and percentage) with bots only.

Note that the term 'dashboard' is used interchangeably with the term 'dossier’. Dashboards / dossiers provide an interactive, intuitive data visualization, summarizing key business indicators (KPIs). You can change how you view the data by using interactive features such as selectors, grouping, widgets, and visualizations, and explore data using multiple paths, though text, data filtering, and layers of organization

This report helps supervisors understand agent performance, as rated by customers who respond to post-call surveys.

It is important to note that some calls involve more than one agent; in these cases, the responses shown in the report pertain to the last agent who interacted with the customer. Customer responses might also reflect their experience in interacting with other agents who were involved in the call at an earlier time. This is indicated by the Multi-Agent field; if this field contains a value of yes, you can click the value to view information about all of the agents involved in the call.

Surveys are offered to customers early in the call in either the Self Service phase, or before routing begins in the Assisted Service phase, and customers can choose to complete the survey either after the self-service portion of the call, or after the interaction with the agent ends. This report requires that the RAA option enable-sdr-survey be enabled.

• The timestamp and duration of the agent’s active (login) session.
• The collective status of the agent’s devices or DNs (for example, Ready, NotReady, or Busy), when each status began for that DN, and its duration.
• The interaction state when it was offered to or being processed by the agent.
• The Agent Summary Activity Reports complement this report by summarizing the durations of agent sessions, agent states, and interaction states over one day.

For those rows related to agent status, the Additional Information column provides the reason code selected for why the agent was in a particular state—if software and/or hardware reason codes are configured within your environment.

If an agent logs in to multiple DNs, the duration of the agent’s overall login session, which is captured by the Active Time metric, begins with the first login event and ends with the last logout event. If the agent continues to be logged in over a two-day time span (or longer) and is not forcibly logged out by the system, login duration is split over each calendar day.

Use this report for monitoring an agent's noncall-related activities, especially under those circumstances in which the agent is paid by the minute. If the agent continues to be logged in over a two-day time span (or longer) and is not forcibly logged out by the system, state duration is split over each calendar day.

The targets are handling and mediation resources including contact center agents, self-service IVR ports, ACD queues, virtual queues, interaction queues, and workbins. This report does not expose whether extended facts were used while the interaction was being processed, such as whether treatments were applied or speech recognition was used; nor does this report capture changes in user data or agent states.

This report can be useful for validating the results of some of the aggregated reports.

Because of the volume of data that this report could potentially generate, Genesys recommends that you restrict the start and end dates to the narrowest range that satisfies your report criteria. The default date selections span one day. Specification of agent and queue prompts will also improve report performance and limit the data that is returned. The Interaction Handling Attempt Report opens this report when you select an ID from the Interaction ID column in that report. To run this report as stand-alone, either provide a valid Interaction ID in the user prompt area, or use the default value (0) which returns all interactions that satisfy the report’s other conditions.

This report provides data for all interaction types, but excludes extended facts that might be associated with the interaction, such as whether treatments were applied while the customer was waiting to be connected to the agent.

The “customer” in the CUSTOMER measures is the initiator of the interaction, and might not explicitly be a customer who is external to the contact center. For example, the customer of an internal interaction is the initiating agent.

Because of the volume of data that this report could potentially generate, Genesys recommends that you restrict the start and end dates to the narrowest range that satisfy your report criteria. The default date selections span one day. You can also limit the data that is retrieved, and thereby improve report performance, by specifying agent and queue prompts.

Unlike prompt behavior in other reports, the time component of the Start and End Time prompts is active.

For multiple-switch environments that share the same queue names across switches, you can customize this report to recognize a particular switch-queue combination (instead of the queue alone) to retrieve the desired results.

For Oracle RDBMSs, the Handling Attempt Hint attribute must be listed first on the query panel in order for the instructions of optimization to be processed.

For Oracle RDBMSs, the Transfer Hint attribute must be listed first in order for the optimization instructions to be processed.

The dashboard report organizes data on the following tabs:

• Work Arrival Business Value tab — This tab provides insights into the value of work arriving at each capture point.
• Capture Point Volumes tab — This tab provides insights into the volume of work arriving at each capture point.
• Capture Point Detail tab — This tab provides a drill down to the detail of the work that is arriving at the capture point.

The dashboard breaks down the overall average duration time that is spent to complete tasks (from inception within the pre-source system to termination within iWD) into average task durations at defined milestones along a task’s routed path for each capture point. The dashboard also displays the business value range into which the tasks fall, the average time that it took to complete the tasks, and plots the total number of finished tasks against their assigned business value range.

Although this report is defined using the Business Value Range attribute, you can drill along this attribute to display larger ranges.

This report breaks down the overall average duration time that is spent to complete tasks (from inception within the presource system to termination within iWD) into average task durations at defined milestones along a task’s routed path for each capture point.

The dashboard report organizes data on the following tabs:

• Summary tab — This tab provides a high-level summary, presenting a summary for each product, for the entire reporting period, as a single line item, and provides representations of work completed broken out by Product, Department and Process, and Customer Segment. It provides a Day slider, which you can use to quickly focus on a given day or range of days.
• Throughput Calendar tab — This tab breaks down performance for each product, by day, and provides a calendar widget that shows you the relative performance on each day in the reporting period, and allows you to easily focus on a day, or range of days.

This report provides the count and percentage of tasks that were completed during the reporting interval by customer segment and business process allowing you to compare achievements against objectives that you might have preset with a focus on different customer segments.

The dashboard report organizes data on the following tabs:

• Summary Intraday tab — Use this tab to analyze job execution statistics for intraday jobs, which are jobs that run on a regular interval (every 15 minutes by default, or at user-configurable interval).
• Summary Historical tab — Use this tab to analyze job execution statistics for historical jobs, which are jobs that run on a daily basis.

• Avg Finish Time — measuring the average time it took for tasks to be completed after entering the system,
• Avg Accept Time — measuring the average amount of time that tasks were backlogged before they reached a handling resource, and
• Avg Handle Time — measuring the average amount of time that resources worked on tasks.

The dashboard also provides an overview of the task backlog for a day or reporting interval, providing summary information about how many tasks are pending, how many tasks are overdue, and how many of the completed tasks were overdue. Data is organized by day, tenant, department, and business process.

This report provides a count of the completed iWD tasks that were overdue and the counts, percentages, and averages of completed iWD tasks, and breaks down the average amount of time it took to complete tasks using three metrics:

• Avg Finish Time — measuring the average time it took for tasks to be completed after entering the system,
• Avg Accept Time — measuring average amount of time that tasks were backlogged before they reached a handling resource, and
• Avg Handle Time — measuring the average amount of time that resources worked on tasks.

The report also provides a snapshot of the task backlog for a day or reporting interval, providing detailed information about how many tasks are currently pending, how many tasks are currently overdue, and how many of the completed tasks were overdue. Data is organized by day, tenant, department, and by business process.

Each tab of the dashboard tracks tasks from inception within the presource system, through to completion within iWD, and provides insights into average task durations at defined milestones along a task’s distribution path. It also allows you to analyse tasks based on ranges of queue priorities and, various processing milestones from which tasks were distributed or proceeded through prior to completion.

The dashboard report organizes data on the following tabs:

• Summary tab — An overview of the time interactions spent in queue.
• Queue Priority tab — Insights you can use to tune the priorities in the rules system and routing strategies in order to reduce average durations at processing milestones. This report is particularly useful if you manage your operations around service level-based or business outcome-based priorities.
• Queue Time tab — Insight into the movement of tasks through the iWD system, thereby troubleshooting business rules and routing strategies.
• Queue Depth tab — Insights into pending volumes.

This report breaks down the overall average that is spent to complete tasks (from inception within the presource system, to termination within iWD) into average task durations at defined milestones along a task’s routed path for each range of queue priorities.

Although this report is defined using the Priority Range attribute, you can drill along this attribute to display larger ranges in which task priorities fall.

This report provides average task durations for the specified processes and departments at various task processing milestones from the perspective of the queues or workbins from which tasks were distributed.

The dashboard organizes data on the following tabs:

• Summary tab — This tab provides an at-a-glance view of handling resource activity as follows:
  • Where are my employees spending the most time?
  • Which days are my employees processing the highest volume of work?
• Detail Report tab — This tab provides insights into the number of interactions, and a detailed breakdown of handle time for each handling resource.

This report summarizes a resource’s handling of tasks by process over a specified time interval. It provides the total number of tasks that the resource accepted, as well as the shortest, longest, and average amounts of time that it took the resource to handle them.

This dashboard provides an aging analysis of work, contrasting work that is performed prior to the Service Level being breached with the work that has breached the Service Level Agreement for your departments and processes. This enables you to visualize and analyze how each department and process is meeting their service levels. The dashboard organizes data on the following tabs:

• Summary
• Working Age Distribution Over Time
• Work Completed Interval [15 min]
• Work Completed Interval [8 hr]
• Department And Process By Task Age

This is a detail report; because of the volume of data that this report could potentially generate, Genesys recommends that you:

• Restrict the Start Time and End Time user prompts to the narrowest range that satisfies your report criteria. The default hour selections span one day.
• Refine other prompts to the minimum dataset that is required.

Some report columns round durations to the nearest minute, whereas time-bound metrics are provided to the nearest second.

This is a detail report; because of the volume of data that this report could potentially generate, Genesys recommends that you:

• Restrict the Start Time and End Time user prompts to the narrowest range that satisfies your report criteria. The default hour selections span one day.
• Refine other prompts to the minimum dataset that is required.

Some report columns round durations to the nearest minute, whereas time-bound metrics are provided to the nearest second.

Use this report to understand the frequency with which Callback was used in your Outbound campaigns, and the overall Callback success rates.

Use this report to understand the disposition of Outbound campaign contact dialing attempts; whether calls connected, were dropped, or failed (together with the reason for failure).

Use this report to determine which calling lists are working efficiently, and which need to be adjusted. The report contrasts, for each list, the number of outbound call attempts to the number of times the call failed to connect (a SIT tone was detected).

Note that the term 'dashboard' is used interchangeably with the term 'dossier’. Dashboards / dossiers provide an interactive, intuitive data visualization, summarizing key business indicators (KPIs). You can change how you view the data by using interactive features such as selectors, grouping, widgets, and visualizations, and explore data using multiple paths, though text, data filtering, and layers of organization. This report requires that specific RAA options be enabled: enable-gpr and enable-gpr-fcr. For more information, see the Genesys CX Insights Deployment Guide.

To help you understand the graph:

• The larger the bubble on the graph, the more calls were accepted.
• The color of the bubble indicates whether GPR was on or off.
• The higher the bubble is on the vertical axis, the higher the average agent score.

Navigating the Model Efficiency Dashboard This design allows you to see, at a glance, how evenly calls are distributed, relative to agent score. If you find that a large number of calls are being routed to the agents with the best scores, and very few calls to other agents, you may want to adjust the routing model.

Note that the term 'dashboard' is used interchangeably with the term 'dossier’. Dashboards / dossiers provide an interactive, intuitive data visualization, summarizing key business indicators (KPIs). You can change how you view the data by using interactive features such as selectors, grouping, widgets, and visualizations, and explore data using multiple paths, though text, data filtering, and layers of organization.

Note that the term 'dashboard' is used interchangeably with the term 'dossier’. Dashboards / dossiers provide an interactive, intuitive data visualization, summarizing key business indicators (KPIs). You can change how you view the data by using interactive features such as selectors, grouping, widgets, and visualizations, and explore data using multiple paths, though text, data filtering, and layers of organization.

Because of the volume of data that this report could potentially generate, Genesys recommends that you restrict the start and end dates to the narrowest range that satisfy your report criteria. The default date selections span one day. You can also limit the data that is retrieved, and thereby improve report performance, by specifying agent and queue prompts.

Unlike prompt behavior in other reports, the time component of the Start and End Time prompts is active.

For multiple-switch environments that share the same queue names across switches, you can customize this report to recognize a particular switch-queue combination (instead of the queue alone) to retrieve the desired results.

For Oracle RDBMSs, the Handling Attempt Hint attribute must be listed first on the query panel in order for the instructions of optimization to be processed.

Use this report to better understand the efficiency of interaction handling in each queue group, at a high level, including summaries of interactions offered, accepted, and abandoned, and the average times to accept or abandon.

Use his report to evaluate the efficiency of queues by assessing the volume of interactions accepted in a given period, along with the average speed of answer (Avg Accept Time), maximum delays experienced before acceptance (Max Accept Time), and abandonment (Max Abandoned Waiting Time) from the perspective of the mediation DN.