View table: GCXI_Report

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Table structure:

  • reportName - Wikitext
  • shortDesc - Wikitext
  • longDesc - Wikitext
  • cloud - String
  • premise - String
  • project - String
  • notproject - String
  • displaysInFolder - String
  • compatibleWith - List of String
  • introduced - Wikitext
  • modified - Wikitext
  • discontinued - Wikitext
  • reportPage - String
  • anchor - String

This table has 210 rows altogether.

Page reportName shortDesc longDesc cloud premise project notproject displaysInFolder compatibleWith introduced modified discontinued reportPage anchor
Draft:PEC-REP/Library/GCXIPRGLibrary/Agent Agent Conduct Report Use this report to contrast agent interaction handling performance against the agent group performance, based on various metrics, including Accepted/Rejected, Responses, and Handle Time, Hold Time, Wrap Time, and whether a Consult was initiated. Use this report to contrast agent interaction handling performance against the agent group performance, based on various metrics, including Accepted/Rejected, Responses, and Handle Time, Hold Time, Wrap Time, and whether a Consult was initiated. yes yes yes HRCXIAgentConduct
Draft:PEC-REP/Library/GCXIPRGLibrary/Agent Agent Details Activity Report Use this report to view a chronological breakdown of agent activities, including times and duration of login sessions and status of agent devices / DNs, and relevant interaction states. Use this report to view a chronological breakdown of agent activities, including times and duration of login sessions and status of agent devices / DNs, and relevant interaction states. yes yes yes HRCXIAgentDtlsA
Draft:PEC-REP/Library/GCXIPRGLibrary/Agent Agent Group Business Attribute Report Use this report to contrast agent group interaction handling activities against the revenue generated, based on Business Result, Customer Segment, and Service Type for each media type and interaction type. This report is stored in the Details folder. Use this report to contrast agent group interaction handling activities against the revenue generated, based on Business Result, Customer Segment, and Service Type for each media type and interaction type. This report is stored in the Details folder. yes yes yes HRCXIAgentGrpBusAtr
Draft:PEC-REP/Library/GCXIPRGLibrary/Agent Agent Group Interaction Handling Report Use this report to monitor the interaction processing performance of groups of agents over specific day ranges. The report displays information about Handle Time, Engage Time, Wrap Time, and various transfer initiation and acceptance metrics. Use this report to monitor the interaction processing performance of groups of agents over specific day ranges. The report displays information about Handle Time, Engage Time, Wrap Time, and various transfer initiation and acceptance metrics. yes yes yes HRCXIAgentGrpIxnHndlng
Draft:PEC-REP/Library/GCXIPRGLibrary/Agent Agent Group Membership Details Report Use this report to generate a detailed view of how agents are distributed among Agent Groups, including information about when each Agent entered and exited each group. Use this report to generate a detailed view of how agents are distributed among Agent Groups, including information about when each Agent entered and exited each group. yes yes yes 9.0.010.04 HRCXIAgentGrpMbrshpReportA
Draft:PEC-REP/Library/GCXIPRGLibrary/Agent Agent Group Queue Business Attribute Report Use this report to understand agent-activity results categorized by a wide range of attributes, including Agent Group, Business Result, Customer Segment, Interaction Type, Media Type, Queue, and Service Type. Use this report to understand agent-activity results categorized by a wide range of attributes, including Agent Group, Business Result, Customer Segment, Interaction Type, Media Type, Queue, and Service Type. yes yes yes 9.0.007.03 HRCXIAgentGrpQueBusAtr
Draft:PEC-REP/Library/GCXIPRGLibrary/Agent Agent Interaction Hierarchy Report Use this report to understand the hierarchy of interactions that were offered to agents, including the nature of the accepted interactions and responses (whether interactions were threaded, logical, or base). Use this report to understand the hierarchy of interactions that were offered to agents, including the nature of the accepted interactions and responses (whether interactions were threaded, logical, or base). yes yes yes 9.0.007.03 HRCXIAgentIxnHrchy
Draft:PEC-REP/Library/GCXIPRGLibrary/Agent Agent Interval Based Report Report Use this report to view key performance indicators related to the agents, and thereby assess agent productivity. Use this report to view key performance indicators related to the agents, and thereby assess agent productivity. yes yes yes HRCXIAgentIntrvlBsd
Draft:PEC-REP/Library/GCXIPRGLibrary/Agent Agent Login-Logout Details Report Use this report to review the times when agents logged in and out and the duration of each login session during a range of hours that you specify within a day. The report is stored within the Details folder. Use this report to review the times when agents logged in and out and the duration of each login session during a range of hours that you specify within a day. The report is stored within the Details folder. yes yes yes HRCXIAgentLginLgoutA
Draft:PEC-REP/Library/GCXIPRGLibrary/Agent Agent Not Ready Reason Code Report Use this report to monitor the counts, durations, and percentages of calls that are made and received by an agent, while that agent’s state is NotReady, during a range of hours that you specify within a particular day. Use this report to monitor the counts, durations, and percentages of calls that are made and received by an agent, while that agent’s state is NotReady, during a range of hours that you specify within a particular day. yes yes yes HRCXIAgentNtRdyRsnCd
Draft:PEC-REP/Library/GCXIPRGLibrary/Agent Agent Not Ready Report Use this report to understand the reasons given for the time agents spent in a NotReady state. Use this report to understand the reasons given for the time agents spent in a NotReady state. yes yes yes HRCXIAgentNtRdy
Draft:PEC-REP/Library/GCXIPRGLibrary/Agent Agent Omnichannel Activity Report This report provides a breakdown of the duration of the different states that an agent can be in (Ready, Not Ready, Busy, and Other), across all media channels, fully accounting for the agent's interaction time (time spent handling interactions). This report provides a breakdown of the duration of the different states that an agent can be in (Ready, Not Ready, Busy, and Other), across all media channels, fully accounting for the agent's interaction time (time spent handling interactions). yes yes yes 9.0.010.04 HRCXIAgentOmniAct
Draft:PEC-REP/Library/GCXIPRGLibrary/Agent Agent Queue Report Use this report to understand agent interaction-processing on a queue-by-queue basis, based on Engage, Hold, and Wrap times and percentages. Use this report to understand agent interaction-processing on a queue-by-queue basis, based on Engage, Hold, and Wrap times and percentages. yes yes yes HRCXIAgentQueue
Draft:PEC-REP/Library/GCXIPRGLibrary/Agent Agent Social Engagement Report Use this report to view, for each agent and day, detailed information about average social media scores in each configured standard response, or category. The report includes averaged Sentiment, Influence, and Actionability scores. Use this report to view, for each agent and day, detailed information about average social media scores in each configured standard response, or category. The report includes averaged Sentiment, Influence, and Actionability scores. yes yes yes HRCXIAgentSclEngagmnt
Draft:PEC-REP/Library/GCXIPRGLibrary/Agent Agent State Details Report Use this report for monitoring an agent's noncall-related activities, especially under those circumstances in which the agent is paid by the minute. The report is stored in the Details folder. Use this report for monitoring an agent's noncall-related activities, especially under those circumstances in which the agent is paid by the minute. The report is stored in the Details folder. yes yes yes HRCXIAgentStateA
Draft:PEC-REP/Library/GCXIPRGLibrary/Agent Agent Summary Activity Report (Active) Use this report to understand how much of agents' total active time was spent in each state, broken down by media type. The report breaks down agent time based on both the Active Time (the amount of active time) and the % Active Time (the percentage of active time) in each state. Use this report to understand how much of agents' total active time was spent in each state, broken down by media type. The report breaks down agent time based on both the Active Time (the amount of active time) and the % Active Time (the percentage of active time) in each state. yes yes yes HRCXIAgentSmryActvtyActv
Draft:PEC-REP/Library/GCXIPRGLibrary/Agent Agent Summary Activity Report (Interaction) Use this report to understand how much of agents' interaction time was spent in each state, broken down by media type. Use this report to understand how much of agents' interaction time was spent in each state, broken down by media type. yes yes yes HRCXIAgentSmryActvtyIxn
Draft:PEC-REP/Library/GCXIPRGLibrary/Agent Agent Utilization Report Use this report to understand how agents perform on a daily basis by analyzing interaction volumes, call times, and consult data. Use this report to understand how agents perform on a daily basis by analyzing interaction volumes, call times, and consult data. yes yes yes HRCXIAgentUtilization
Draft:PEC-REP/Library/GCXIPRGLibrary/Agent Agent Wrap Report Use this report to monitor the after-call work (wrap) call-related activities that agents (or agent groups) perform after processing calls. Use this report to monitor the after-call work (wrap) call-related activities that agents (or agent groups) perform after processing calls. yes yes yes HRCXIAgentWrap
Draft:PEC-REP/Library/GCXIPRGLibrary/Agent Predictive Routing Agent Occupancy Use the Agent Occupancy Dashboard to see detailed information about the impact on contact center efficiency of enabling Genesys Predictive Routing (GPR). Use the Agent Occupancy Dashboard to see detailed information about the impact on contact center efficiency of enabling Genesys Predictive Routing (GPR). HRCXIGPRAgntOcpncy PredictiveRoutingPredictiveRoutingAgentOccupancy
Draft:PEC-REP/Library/GCXIPRGLibrary/Agent Weekly Agent Group Performance Dashboard Visualizations that illustrate weekly interaction handling at the group level. Visualizations that illustrate weekly interaction handling at the group level. 9.0.019.00 HRCXIWeeklyAgntGrpPrfDshBrdA AgentWeeklyAgentGroupPerformanceDashboard
Draft:PEC-REP/Library/GCXIPRGLibrary/Agent Weekly Agent Group Utilization Dashboard Explore how much of agent total active time was spent in each state, which can help you understand how agents are using their time over the course of a week. Explore how much of agent total active time was spent in each state, which can help you understand how agents are using their time over the course of a week. 9.0.019.00 HRCXIWeeklyAgntGrpUtlztnDshBrdA AgentWeeklyAgentGroupUtilizationDashboard
Draft:PEC-REP/Library/GCXIPRGLibrary/BillingData Inbound Voice User report View information about Named and Concurrent Users Count usage. Detailed information about the Named and Concurrent Users Count usage during the selected period. You can drill on the Named User metric to see the discrete users associated with the count. 100.0.023.0000 HRCXIInbndVce BDSInboundVoiceUserreport
Draft:PEC-REP/Library/GCXIPRGLibrary/BillingData IVR Usage report View information about Genesys Voice Platform (GVP) usage, as represented by daily and monthly totals of IVR Minutes and IVR Ports. View information about Genesys Voice Platform (GVP) usage, as represented by daily and monthly totals of IVR Minutes and IVR Ports. This report is available in two versions: Daily and Monthly. If you have enabled the BDS metrics for GVP minutes or ports (gvp_minutes and gvp_ports), these reports provide summary information about Designer usage details tied to these metrics, over the indicated time period. 100.0.023.0000 HRCXIIVRUsage BDSIVRUsagereport
Draft:PEC-REP/Library/GCXIPRGLibrary/Business Attribute Business Metrics Executive Report This report helps you assess how well service levels are being met, based on business result, customer segment, and service type, and to gauge service level within the perspective of the total number of offered interactions. This report highlights exceptions to service level by business result, customer segment, and service type for those interactions that have defined a baseline service objective that is greater than zero (0). Use this report to monitor contact center performance, particularly if you are outside of the immediate contact center, and to gauge service level within the perspective of the total number of interactions that were offered to resources, by day. yes 9.0.007.03 HRCXIBusMtrExec BusinessMetricsExecutiveReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Business Attribute Customer Perspective Report Use this report to understand such key indicators as how much time elapsed before customers were connected to agents or received responses, how satisfied customers were with their transactions, and how much money they spent. This report summarizes contact center milestones from a customer perspective, providing the average response times, revenue and customers satisfaction scores, and various service level percentages of interactions that enter or begin with the contact center. This report also provides such summary values as the average revenues generated by each customer segment, by media type, and to evaluate the average customer satisfaction scores. Attributes applied to these metrics include customer segment, service type, and media type. yes 9.0.007.03 HRCXICustPersp CustomerPerspectiveReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Business Attribute Interaction Volume Business Attribute Report Use this report to understand the Business Result for interactions, to contrast that result against the Service Level and against callers' initial objective, and to understand outcomes in light of various interaction handling metrics. This report provides detailed information about how interactions that enter the contact center are categorized into the business-result attributes that are configured in your environment, including analysis (based on the Entered with Objective metric) of the service level within the perspective of the total number of interactions that are offered to resources by day over the reporting interval.

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.

yes 9.0.007.03 HRCXIIxnVolBusAtr InteractionVolumeBusinessAttributeReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Business Attribute Predictive Routing - Model Efficiency Use the Model Efficiency Dashboard to see detailed information about the impact on contact center efficiency of enabling Genesys Predictive Routing (GPR), and compare the effectiveness of various GPR prediction models. Use the Model Efficiency Dashboard to see detailed information about the impact on contact center efficiency of enabling Genesys Predictive Routing (GPR), and compare the effectiveness of various GPR prediction models. HRCXIGPRMdlEfcncy PredictiveRoutingPredictiveRoutingModel Efficiency
Draft:PEC-REP/Library/GCXIPRGLibrary/Business Attribute Predictive Routing Operational Report Use the Predictive Routing Operational Report to track key Genesys Predictive Routing (GPR) operational statistics, including the number of interactions offered and accepted, and metrics that indicate how long interactions waited to be scored, and how long they waited in queue. Use the Predictive Routing Operational Report to track key Genesys Predictive Routing (GPR) operational statistics, including the number of interactions offered and accepted, and metrics that indicate how long interactions waited to be scored, and how long they waited in queue. HRCXIPredictiveOprtnl PredictiveRoutingPredictiveRoutingOperationalReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Business Attribute Weekly Business Attribute Report Provides detailed information and visualizations illustrating how interactions that enter the contact center are categorized into the business-result attributes that are configured in your environment. Provides detailed information and visualizations illustrating how interactions that enter the contact center are categorized into the business-result attributes that are configured in your environment. yes 9.x HRCXIWeeklyBusAttrDshBrdA WeeklyBusinessAttributeDashboard
Draft:PEC-REP/Library/GCXIPRGLibrary/Callback Callback Details Report Use the (Callback folder) Callback Details Report to understand overall callback success rates in your contact center. It shows detailed information about the number and percentage of offered callbacks that were successful, versus how many were declined, canceled, or abandoned. This report provides detailed information about callbacks that were processed by the contact center, allowing you to analyse callback performance based on nearly 30 metrics. Use this report to view a detailed picture of how Callback is used in your contact center, including information about the volume of callback calls, success rates, resulting savings, and customer wait times. HRCXICallbackDetail CallbackCallbackSummary
Draft:PEC-REP/Library/GCXIPRGLibrary/Callback Callback Summary Report Use the (Callback folder) Callback Summary Report to understand overall callback success rates in your contact center. It shows, at a glance, the number and percentage of offered callbacks that were successful, versus how many were declined, canceled, or abandoned. This report provides detailed information about callbacks that were processed by the contact center, allowing you to analyse callback performance based on nearly thirty metrics, including:
  • 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.

HRCXICallbackSummary CallbackCallbackSummary
Draft:PEC-REP/Library/GCXIPRGLibrary/Chat Async Interactions Report Use the (Chat folder) Async Interactions Report to learn more about the number and percentage of Chat interactions that are initiated by customers outside of regular business hours. Use the (Chat folder) Async Interactions Report to learn more about the number and percentage of Chat interactions that are initiated by customers outside of regular business hours. no HRCXIAsyncIxns ChatAsyncIxns
Draft:PEC-REP/Library/GCXIPRGLibrary/Chat Asynchronous Chat Dashboard Use the (Chat folder) Chat Engagement Report to learn more about the number of chat engagements agents had, and the duration of each. Sessions can contain more than one engagement; each engagement represents an agent's participation in that part of a session. This report shows statistics about the number and duration of chat engagements, as well as a comparison of the total time required to handle each one to the amount of time the agent spent focused on the engagement. no HRCXIASyncChatDshBrd ChatAsynchronousChatDashboard
Draft:PEC-REP/Library/GCXIPRGLibrary/Chat Chat Engagement Report Use the (Chat folder) Chat Engagement Report to learn more about the number of chat engagements agents had, and the duration of each. Sessions can contain more than one engagement; each engagement represents an agent's participation in that part of a session. This report shows statistics about the number and duration of chat engagements, as well as a comparison of the total time required to handle each one to the amount of time the agent spent focused on the engagement. HRCXIChatEngmnt ChatChatEngagementReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Chat Chat Message Statistics Report Use the (Chat folder) Chat Message Statistics Report to learn more about how chat is used in the contact center. This report provides detailed information about the number and duration of chat messages exchanged between customers and agents. HRCXIChatMsgStat ChatChatMessageStatisticsReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Chat Chat Session Report Use the (Chat folder) Chat Session Report to learn more about the volume of chat sessions handled in your contact center within a specific time period, including details about the number of messages within chat sessions, and about how often chat sessions were missed or transferred. This report shows statistics about the number of chat sessions handled, and session durations, as well as the number and percentage of chat sessions that were missed or transferred, and the number of chat messages within the chat sessions. HRCXIChatSssn ChatChatSessionReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Chat Chat Termination Report Use the (Chat folder) Chat Termination Report to learn more about how chat calls terminated. This report shows statistics about how interactions were terminated; whether by the client, by the agent, due to inactivity, or for some other reason. no HRCXIChatTrmtn ChatChatTerminationReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Chat Chat Thread Report Learn about the number and duration of chat threads, sessions, and engagements, as well as the number of messages in the threads, and information about handle and response times. Use the (Chat folder) Chat Thread Report to view detailed information about the number and duration of chat threads, sessions, and engagements, as well as the number of messages in the threads, and information about handle and response times. A session is defined as a single interaction or chat conversation (which can contain more than one engagement by any given agent), and a thread is a series of sessions related by a common thread ID. no HRCXIChatThread ChatChatThreadReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Chat Interactions Acceptance Dashboard Use the (Chat folder) Interactions Acceptance Dashboard to understand how long it takes for agents to accept customer interactions, and to identify what percentage of interactions are accepted promptly, or with some delay. Use the (Chat folder) Interactions Acceptance Dashboard to understand how long it takes for agents to accept customer interactions, and to identify what percentage of interactions are accepted promptly, or with some delay. 9.0.013.02 HRCXIIxnAccptncDshBrd ChatInteractionsAcceptanceDashboard
Draft:PEC-REP/Library/GCXIPRGLibrary/Chat Interactions Acceptance Report Use the (Chat folder) Interactions Acceptance Report to view statistics about the acceptance of interactions by agents, including the amount of time it took for agents to accept interactions, and the number and percentage of interactions that were accepted quickly, or with a delay. Use the (Chat folder) Interactions Acceptance Report to view statistics about the acceptance of interactions by agents, including the amount of time it took for agents to accept interactions, and the number and percentage of interactions that were accepted quickly, or with a delay. 9.0.013.02 HRCXIIxnAccptnc ChatInteractionsAcceptanceReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Chat Pre-Agent Termination Report Use the (Chat folder) Pre-Agent Termination Report to learn more about calls that terminated without connecting to an agent. This report shows statistics for interactions that were terminated before connecting to an agent, including:
  • Sessions created
  • Sessions abandoned
  • The average duration before the sessions were abandoned

Use this report to understand the circumstances that led to pre-agent termination of interactions.

HRCXIPreAgntTrmtn ChatPreAgentTerminationReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Chat Bot Bot Dashboard The Bot Dashboard provides a dashboard-style summary that you can use to evaluate the impact of Chat Bot, including visualizations of session and message volumes, and breaks down sessions based on whether bots, agents, or both, were involved. The Bot Dashboard provides a dashboard-style summary that you can use to evaluate the impact of Chat Bot, including visualizations of session and message volumes, and breaks down sessions based on whether bots, agents, or both, were involved. The dashboard report organizes data on the following tabs:
  • 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

no HRCXIBotDashboard ChatBotBotDashboard
Draft:PEC-REP/Library/GCXIPRGLibrary/Co-browse Co-browse Detail Report Use this report to view segment-related details pertaining to agent handling of contact center interactions that include Co-browse sessions. The report provides detailed information about Co-browse sessions, including durations, browsing modes, and pages visited. This report provides detailed information about Co-browse sessions, on an agent-by-agent bases, including Interaction durations, Co-browse session durations, Co-browse modes, and details about the pages visited. HRCXICoBrwsDetail CobrowseCobrowseDetailReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Co-browse Co-browse Summary Report Use this report to learn how each agent handles interactions involving Co-browse sessions, by contrasting Co-browse session counts, session durations, and the percentage of interactions that include Co-browse. This report provides a summary view of Co-browse session volumes, by agent, including interaction volumes, the number and percentage of interactions that included Co-browse sessions, handle times, and other key metrics. HRCXICoBrwsSmry CobrowseCobrowseSummaryReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Designer Activity Summary Report Use the (Designer folder) Activity Summary Report to 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. Use the (Designer folder) Activity Summary Report to 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. 9.0.013.02 HRCXIActvtySmry DesignerActivitySummaryReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Designer Application Duration Report Use the (IVR folder) Application Duration Report to learn more about IVR service time durations. This report provides information about IVR application session durations, either for full sessions, or broken down based on whether sessions were self-service or assisted-service. HRCXIApplctnDrtn DesignerApplicationDurationReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Designer Application Summary Report Use the (IVR folder) Application Summary Report to learn more about the disposition of Interactive Voice Response (IVR) sessions. This report provides detailed information about the origin of calls that traverse IVR applications, and the user-defined disposition of the calls. The report allows you view these results separately for each application, for time ranges that you specify. HRCXIApplctnSmry DesignerApplicationSummaryReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Designer Assisted Service Interactions by Last Milestone Report Use the (Designer folder >) Assisted Service Interactions by Last Milestone Report to learn more about calls that move from Self Service into Assisted Service. Interactions are included in this report based on the last milestone where the interaction was routed to assisted service. Use the (Designer folder >) Assisted Service Interactions by Last Milestone Report to learn more about calls that move from Self Service into Assisted Service. Interactions are included in this report based on the last milestone where the interaction was routed to assisted service. 9.0.013.02 HRCXIAstSrvsIxns DesignerAssistedServiceInteractionsbyLastMilestoneReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Designer Blocks Summary Report Use the (IVR folder) Blocks Summary Report to learn more about traffic and errors in each application block. This report provides information about the frequency of use of each application block, and the number and type of errors encountered in each application block. HRCXIBlckSmry DesignerBlocksSummaryReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Designer Bot Analytical Dashboard Use the (Designer or Dashboards folder) Bot Analytical Dashboard to learn more about bot activity, and how bots can help you improve customer experience with Genesys Designer. Use the (Designer or Dashboards folder) Bot Analytical Dashboard to learn more about bot activity, and how bots can help you improve customer experience with Genesys Designer. HRCXIIVRBotAnltcDshbrd DesignerBotAnalyticalDashboard
Draft:PEC-REP/Library/GCXIPRGLibrary/Designer Final Disposition Dashboard Use the (Designer or Dashboards folder) Bot Analytical Dashboard to analyze trends in interaction outcomes by viewing about the number and percentage of interactions that enter the Designer Application and conclude in the Self-Service phase or that enter the Assisted-Service phase and are routed to a DN or agent. Use the (Designer or Dashboards folder folder) Final Disposition Dashboard to analyze trends in interaction outcomes by viewing detailed information over time periods you specify, about the number and percentage of interactions that enter the Designer Application and conclude in the Self-Service phase, compared to the number that enter the Assisted-Service phase and are routed to a DN or agent. HRCXIIVRFnlDspstnDshbrd DesignerFinalDispositionDashboard
Draft:PEC-REP/Library/GCXIPRGLibrary/Designer Milestone Summary Report Use the (IVR folder) Milestone Summary Report to learn more about the dispositions of calls at each milestone. This report provides milestone information on an application-by-application basis, as well as detailed information about the dispositions of calls that contain each milestone. HRCXIMlstnSmry DesignerMilestoneSummaryReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Designer Self-Service Statistics Report Use the (Designer folder >) Self-Service Statistics Report to learn about the number and percentage of interactions that enter the Designer Application and and concluded in the Self-Service phase, compared to the number that enter the Assisted-Service phase and are routed to a DN or agent. Use the (Designer folder >) Self-Service Statistics Report to learn about the number and percentage of interactions that enter the Designer Application and and concluded in the Self-Service phase, compared to the number that enter the Assisted-Service phase and are routed to a DN or agent. 9.0.013.02 HRCXISlfSrvcStats DesignerSelfServiceStatisticsReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Designer Survey Answer Report Use the (Designer folder) Survey Answer Report to learn more about how customers answer post-call survey questions. The report allows you to see the number and percentage of times that each answer was selected by customers, for each agent, and allows you to further organize the results by application, agent group, question, or answer, over various time-periods. This report displays detailed information about the number and percentage of customers that selected each response while completing post-call surveys.

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.

HRCXISurveyAnswer DesignerSurveyAnswerReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Designer Survey Statistics Report Use the Designer folder > Survey Statistics Report to learn more about how customers interact with post-call surveys. The report provides a quick summary of how many surveys were offered, accepted, or not accepted, and displays No Input and No Match errors. Use the Designer folder > Survey Statistics Report to learn more about how customers interact with post-call surveys. The report provides a quick summary of how many surveys were offered, accepted, or not accepted, and displays No Input and No Match errors.

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.

HRCXISurveyStatistics DesignerSurveyStatisticsReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Designer Weekly Self Service Containment Dashboard Detailed information and visualizations that you can use to learn about the number and percentage of interactions that enter each Designer Application and conclude in the Self-Service phase, compared to the number that enter the Assisted-Service phase and are routed to a DN or agent. The Weekly Business Attribute Dashboard provides detailed information and visualizations that you can use to learn about the number and percentage of interactions that enter each Designer Application and conclude in the Self-Service phase, compared to the number that enter the Assisted-Service phase and are routed to a DN or agent. HRCXIWeeklySlfSrvcCntnmntDshBrdA DesignerWeeklySelfServiceContainmentDashboard
Draft:PEC-REP/Library/GCXIPRGLibrary/Detail Agent Details Activity Report Use this report to view a chronological breakdown of agent activities, including times and duration of login sessions and status of agent devices / DNs, and relevant interaction states. This report provides a chronological breakdown of the activities of one agent over a period of time that you specify including:
  • 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.

yes yes yes HRCXIAgentDtls DetailsAgentDetailsActivityReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Detail Agent Group Membership Details Report Use the (Agents and Detail folders) Agent Group Membership Details Report to understand how agents are distributed among Agent Groups Use the Agent Group Membership Details report to generate a detailed view of how agents are distributed among Agent Groups, including information about when each Agent entered and exited each group.

You can specify the Date, Agent Group, and Agent.

HRCXIAgentGrpMbrshpReport DetailsAgentGroupMembershipDetailsReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Detail Agent Login-Logout Details Report Use the (Agents folder and Details folder) Agent Login-Logout Details Report to learn more about agent login sessions. This report shows the times when agents logged in and out and the duration of each login session during a range of hours that you specify within a day. The report displays the timestamps in the tenant’s standard time zone.

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.

HRCXIAgentLginLgout DetailsAgentLoginLogoutDetailsReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Detail Agent State Details Report Use the (Agents folder and Details folder) Agent State Details Report to learn more about how agents use their time when not in a call. This report displays the timestamps and durations of the various agent-state changes during a range of hours that you specify within a given day. This information enables supervisors to track how an agent spent his or her time in various non call-related states and to make assessments about how well this time was spent. If a hardware- or software-related reason was logged for any state, this reason also appears in the report.

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.

HRCXIAgentState DetailsAgentStateDetailsReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Detail Interaction Flow Report Use the Details folder > Interaction Flow Report to better manage customer relationships by analyzing and understanding how interactions proceed from the customer’s perspective. This report traces an interaction as it passes through various contact center resources—showing each target that the interaction reached, how the interaction was processed at that target (for example, Abandoned, Completed, Diverted, or Transferred), and how long the processing took there, as well as general details about the interaction.

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.

HRCXIIXNFlow DetailsInteractionFlowReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Detail Interaction Handling Attempt Report Use the (Detail folder) Interaction Handling Attempt Report to learn more about interaction handling in the contact center. This report summarizes segment-related details with regard to an agent’s handling of contact center interactions that are stored in the Info Mart INTERACTION_RESOURCE_FACT table, providing both the time that was required to distribute the interaction to the agent and data about the agent’s contiguous participation in the interaction.

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.

HRCXIIxnHndlngAttmpt DetailsInteractionHandlingAttemptReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Detail Predictive Routing Detail Report Use the Predictive Routing Detail Report to view detailed interaction-level data about how Genesys Predictive Routing (GPR) is used in your contact center, and to understand how it impacts Key Performance Indicators (KPI), including detailed metrics that profile agent scoring, and allow you to compare different models or predictors. Use the Predictive Routing Detail Report to view detailed interaction-level data about how Genesys Predictive Routing (GPR) is used in your contact center, and to understand how it impacts Key Performance Indicators (KPI), including detailed metrics that profile agent scoring, and allow you to compare different models or predictors.

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.

HRCXIPredictiveDtl DetailsPredictiveRoutingDetailReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Detail Transfer Detail Report Use the Details folder > Transfer Detail Report to learn more about the initiating and receiving parties of those contact center interactions that involve a transfer, including the technical result, the mediation devices through which the interaction passed, the business attribute, and the entire duration of the interaction. You can obtain additional information about a particular interaction by clicking its ID within the generated report. This action passes the value that you click and opens the Interaction Handling Attempt Report in a new browser window where you can view (among other information) data about the agent’s contiguous participation in the interaction.

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

HRCXITransferDtls DetailsTransferDetailReport
Draft:PEC-REP/Library/GCXIPRGLibrary/IWD Capture Point Business Value Report Use the (CX Insights for iWD folder) Capture Point Business Value Report to understand the distribution of tasks by process and point of entry (capture point) into the iWD system. Use the (CX Insights for iWD folder) Capture Point Business Value Report to understand the distribution of tasks by process and point of entry (capture point) into the iWD system. You can use this information to assess whether the time to complete tasks correlates with the desired business value and time to complete for a busy enterprise, which can help you to better tune priority schema and priority levels for processes, capture points and departments. HRCXIiWDCptrPntBsnsVlu iWDCapture PointBusinessValueReport
Draft:PEC-REP/Library/GCXIPRGLibrary/IWD Capture Point Dashboard The Capture Point Dashboard provides insights into the business value driven through capture points, and the volume of work processed through each capture point. The Capture Point Dashboard provides insights into the business value driven through capture points, and the volume of work processed through each capture point.

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.

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Draft:PEC-REP/Library/GCXIPRGLibrary/IWD Capture Point Task Duration Report Use the (CX Insights for iWD folder) > Capture Point Task Duration Report to identify and plan remediation for bottlenecks in the system. The technical business user can then tune routing strategies and associated business rules in order to reduce bottlenecks and routing milestones. This is particularly useful if you base distribution strategies or business operations around the point (the capture point) through which tasks enter the iWD system. Use the (CX Insights for iWD folder) > Capture Point Task Duration Report to identify and plan remediation for bottlenecks in the system. The technical business user can then tune routing strategies and associated business rules in order to reduce bottlenecks and routing milestones. This is particularly useful if you base distribution strategies or business operations around the point (the capture point) through which tasks enter the iWD system.

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.

HRCXIiWDCptrPntTskDrtn iWDCapturePointTaskDurationReport
Draft:PEC-REP/Library/GCXIPRGLibrary/IWD Customer Segment Service Level Dashboard Use the (CX Insights for iWD folder) > Customer Segment Service Level Dashboard to gain insight into the fulfillment of Service Level Agreements, by exploring the percentage of tasks that were completed during a specified interval. The dashboard illustrates the handling volumes by customer segment and business process, allowing you to compare achievements against your business objectives with a focus on each customer segment's progress over time. The Customer Segment Service Level Dashboard provides insights into the fulfillment of Service Level Agreements, by exploring the percentage of tasks that were completed during a specified interval. It illustrates the handling volumes by customer segment and business process, allowing you to compare achievements against your business objectives with a focus on each customer segment's progress over time.

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.
9.0.013.02 HRCXIiWDCstmrSgmntSrvLvlDshbrd iWDCustomerSegmentServiceLevelDashboard
Draft:PEC-REP/Library/GCXIPRGLibrary/IWD Customer Segment Service Level Report Use the (CX Insights for iWD folder) > Customer Segment Service Level Report to learn more about the number of new tasks, number of completed tasks and percentage of all tasks that were completed during the reporting interval, by day, by customer segment, and by business process. Use the (CX Insights for iWD folder) > Customer Segment Service Level Report to learn more about the number of new tasks, number of completed tasks and percentage of all tasks that were completed during the reporting interval, by day, by customer segment, and by business process.

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.

9.0.010.04 HRCXIiWDCstrSgmtSrvcLvl iWDCustomerSegmentServiceLevelReport
Draft:PEC-REP/Library/GCXIPRGLibrary/IWD ETL Audit Dashboard Use the (CX Insights for iWD folder >) ETL Audit Dashboard to efficiently audit/analyze iWD ETL processes. The dashboard provides an overview of job execution statistics, including duration, status, and other information drawn from the ETL_AUDIT table. Use the (CX Insights for iWD folder >) ETL Audit Dashboard to efficiently audit/analyze iWD ETL processes. The dashboard provides an overview of job execution statistics, including duration, status, and other information drawn from the ETL_AUDIT table.

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.
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Draft:PEC-REP/Library/GCXIPRGLibrary/IWD Inbound Intraday Email Process Report This report shows the number of iWD email tasks that have been added, completed and being processed. This report shows the number of iWD email tasks that have been added, completed and being processed. YES NO IWD 9.0.019 HRCXIiWDInbndIntrDyEml iWDEmailInboundIntradayEmailProcessReport
Draft:PEC-REP/Library/GCXIPRGLibrary/IWD Intraday Process Dashboard Use the (CX Insights for iWD folder) > Intraday Process Dashboard to see an intraday overview of the completed iWD tasks that were overdue, along with the counts, percentages, and averages of completed iWD tasks, breaking down the average amount of time it took to complete tasks using three key metrics: Avg Finish Time, Avg Accept Time, and Avg Handle Time. This page describes how you can use the (CX Insights for iWD folder) > Intraday Process Dashboard to see an intraday overview of the completed iWD tasks that were overdue, along with the counts, percentages, and averages of completed iWD tasks, breaking down the average amount of time it took to complete tasks using three key metrics:
  • 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.

9.0.011.00 HRCXIiWDIntrDyPrcsDshBrd iWDIntradayProcessDashboard
Draft:PEC-REP/Library/GCXIPRGLibrary/IWD Intraday Process Report Use the (CX Insights for iWD folder) > Intraday Process Report to view information about the performance of historical and pending work items, to learn more about sources of backlog, about throughput, and to understand how often tasks become overdue before they are finished. Use the (CX Insights for iWD folder) > Intraday Process Report to view information about the performance of historical and pending work items, to learn more about sources of backlog, about throughput, and to understand how often tasks become overdue before they are finished.

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.

9.0.010.04 HRCXIiWDIntrDyPrcs iWDIntradayProcessReport
Draft:PEC-REP/Library/GCXIPRGLibrary/IWD Outbound Email Report Use this report to view overall information about Outbound email interactions. Use this report to view overall information about Outbound email interactions. YES NO IWD 9.0.019 HRCXIiWDOtBndEml iWDEmailOutboundEmailReport
Draft:PEC-REP/Library/GCXIPRGLibrary/IWD Queue Duration and Priority Dashboard Use the (CX Insights for iWD folder) > Queue Duration and Priority Dashboard to view average time spent to complete tasks. 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 The Queue Duration and Priority Dashboard provides several visual breakdowns of the average time spent to complete tasks.

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.
no iwd 9.0.013.02 HRCXIiWDQDrtnPrtyDshbrd iWDQueueDurationandPriorityDashboard
Draft:PEC-REP/Library/GCXIPRGLibrary/IWD Queue Priority Range Report Use the (CX Insights for iWD folder) > Queue Priority Range Report 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. Use the (CX Insights for iWD folder) > Queue Priority Range Report 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.

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.

no iwd 9.0.010.04 HRCXIiWDQPrtyRng iWDQueuePriorityRangeReport
Draft:PEC-REP/Library/GCXIPRGLibrary/IWD Queue Task Duration Report Use the (CX Insights for iWD folder) > Queue Task Duration Report to gain insight into the movement of tasks through the iWD system, thereby troubleshooting business rules and routing strategies. Use the (CX Insights for iWD folder) > Queue Task Duration Report to gain insight into the movement of tasks through the iWD system, thereby troubleshooting business rules and routing strategies.

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.

no iwd 9.0.010.04 HRCXIiWDQTskDrtn iWDQueueTaskDurationReport
Draft:PEC-REP/Library/GCXIPRGLibrary/IWD Queue Throughput Report Use the (CX Insights for iWD folder >) Queue Throughput Report to analyze how tasks pass through business process steps associated with queues in a given time interval, organized by processes within departments. The report provides a holistic view of tasks in queues (including New, Cancel, Rejected, and Completed). Use the (CX Insights for iWD folder >) Queue Throughput Report to analyze how tasks pass through business process steps associated with queues in a given time interval, organized by processes within departments. The report provides a holistic view of tasks in queues (including New, Cancel, Rejected, and Completed). no iwd 9.0.014.02 HRCXIiWDQThrghPut iWDQueueThroughputReport
Draft:PEC-REP/Library/GCXIPRGLibrary/IWD Resource Performance Dashboard The Resource Performance Dashboard provides insights into the amount of time and effort resources are spending to resolve work items. Use this dashboard to quickly identify which days, departments, and processes are occupying resource time. The Resource Performance Dashboard provides insights into the amount of time and effort resources are spending to resolve work items. Use this dashboard to quickly identify which days, departments, and processes are occupying resource time.

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.
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Draft:PEC-REP/Library/GCXIPRGLibrary/IWD Resource Performance Report Use the (CX Insights for iWD folder) > Resource Performance Report to understand how resources handle tasks, broken down by process, in a specified time interval. The report provides the total number of tasks that each resource accepted, as well as the shortest, longest, and average amount of time that it took to handle tasks. Use the (CX Insights for iWD folder) > Resource Performance Report to understand how resources handle tasks, broken down by process, in a specified time interval. The report provides the total number of tasks that each resource accepted, as well as the shortest, longest, and average amount of time that it took to handle tasks.

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.

9.0.010.04 HRCXIiWDResPerf iWDResourcePerformanceReport
Draft:PEC-REP/Library/GCXIPRGLibrary/IWD Task Age Dashboard Use the (CX Insights for iWD folder) > Task Age Dashboard to better understand how well each department and process is meeting Service Level Agreements. The dashboard provides detailed information about the volume of tasks that are handled within the defined Service Level interval, and the volume that breach the Service Level Agreement for departments and processes. Use the (CX Insights for iWD folder) > Task Age Dashboard to better understand how well each department and process is meeting Service Level Agreements. The dashboard provides detailed information about the volume of tasks that are handled within the defined Service Level interval, and the volume that breach the Service Level Agreement for departments and processes.

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
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Draft:PEC-REP/Library/GCXIPRGLibrary/IWD Task Age Report Use the (CX Insights for iWD folder) > Task Age Report to better understand how well each department and process is meeting Service Level Agreements. This report provides detailed information about the volume of tasks that are handled within the defined Service Level interval, and the volume that breach the Service Level Agreement for departments and processes. Use the (CX Insights for iWD folder) > Task Age Report to better understand how well each department and process is meeting Service Level Agreements. This report provides detailed information about the volume of tasks that are handled within the defined Service Level interval, and the volume that breach the Service Level Agreement for departments and processes. 9.0.013.02 HRCXIiWDTskAgeRprt iWDTaskAgeReport
Draft:PEC-REP/Library/GCXIPRGLibrary/IWD Task Detail Report Use the (CX Insights for iWD folder) > Task Detail Report to understand the raw details of individual work items when viewed from the customer perspective. Many filters are provided to facilitate troubleshooting, identification, and validation of the results. Use the (CX Insights for iWD folder) > Task Detail Report to understand the raw details of individual work items when viewed from the customer perspective. Many filters are provided to facilitate troubleshooting, identification, and validation of the results.

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.

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Draft:PEC-REP/Library/GCXIPRGLibrary/IWD Task Work Detail Report Use the (CX Insights for iWD folder) > Task Work Detail Report to learn more about tasks that involved more than one employee, the names of the queues that distributed the tasks to the employees, and more. Use the (CX Insights for iWD folder) > Task Work Detail Report to learn more about tasks that involved more than one employee, the names of the queues that distributed the tasks to the employees, and more.

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.

9.0.012.00 HRCXIiWDTskWrkDtl iWDTaskWorkDetailReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Outbound Contact Agent Outbound Campaign Report Use this report to understand the success of your outbound campaigns, by reviewing total and average durations of call handling activities (including Handle Time, Wrap Time, Preview Time, Engage Time, and Hold Time) for each agent. Use this report to understand the success of your outbound campaigns, by reviewing total and average durations of call handling activities (including Handle Time, Wrap Time, Preview Time, Engage Time, and Hold Time) for each agent. yes yes yes HRCXIAgntOtbndCmpgnReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Outbound Contact Campaign Callbacks Summary Report Use the (Outbound Contact folder) Campaign Callbacks Summary Report to learn more about the utilization of Callback in your campaign. This report displays a summary of information about callback activity, including the total number of callbacks processed by the contact center, broken down into the total number scheduled, missed, and completed for each day of the reporting period. Personal callbacks are distinguished from nonpersonal ones. The report's design internally filters the dataset to return Outbound voice-only interactions.

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

HRCXICmpgnClbkSmry OutboundContactCampaignCallbacksSummaryReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Outbound Contact Campaign Summary Report Use the (Outbound Contact folder) Campaign Summary Report to learn more about the overall progress of your campaign. This report summarizes key metrics, such as Accepted and Not Accepted, that illustrate the disposition of contact attempts associated with Outbound campaigns. The report also examines call-progress detection (CPD) efficiency. The report internally filters the dataset to return Outbound voice-only interactions.

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).

HRCXICmpgnSmry OutboundContactCampaignSummaryReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Outbound Contact Contact List Effectiveness Report Use the (Outbound Contact folder) Contact List Effectiveness Report to see detailed information about the success rates for our contact lists, focusing on the frequency of SIT detection. This report provides detailed information about the number of contact attempts that were generated by an Outbound campaign, the ratio of attempts that resulted in the detection of a special information tone (SIT), and a breakdown of the call results of those SIT-detected attempts for the selected calling list. The report internally filters the dataset to return Outbound voice only interactions.

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).

HRCXICntctLstEft OutboundContactContactListEffectivenessReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Predictive Routing Predictive Routing - AHT & Queue Dashboard Use the (Predictive Routing folder) AHT & Queue Dashboard to understand the impact on contact center efficiency of enabling Genesys Predictive Routing (GPR). Use the (Predictive Routing folder) AHT & Queue Dashboard to understand the impact on contact center efficiency of enabling Genesys Predictive Routing (GPR).

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.

HRCXIGPRAHTQ PredictiveRoutingPredictiveRoutingAHTQueueDashboard
Draft:PEC-REP/Library/GCXIPRGLibrary/Predictive Routing Predictive Routing - Model Efficiency Dashboard Use the Model Efficiency Dashboard to see detailed information about the impact on contact center efficiency of enabling Genesys Predictive Routing (GPR), and compare the effectiveness of various GPR prediction models. The Predictive Routing — Model Efficiency Dashboard provides a bubble-graph summary that you can use to evaluate the impact on contact center efficiency of enabling GPR, and compare the effectiveness of various GPR prediction models. The dashboard includes graphical summaries of average agent scores, average time interactions waited in queue before being scored by Predictive Routing and distributed, and the percentage of interactions that encountered an error during Predictive Routing.

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.

HRCXIGPRMdlEfcncy PredictiveRoutingPredictiveRoutingModelEfficiencyDashboard
Draft:PEC-REP/Library/GCXIPRGLibrary/Predictive Routing Predictive Routing A/B Testing Report Use the Predictive Routing A/B Testing Report to compare results for predictive models and predictors based on time-sliced A/B testing. Use the Predictive Routing A/B Testing Report to compare results for predictive models and predictors based on time-sliced A/B testing. This report includes a First Contact Resolution Rate calculation, which allows you to quickly see how often customer concerns were resolved on the first attempt, and allows you to contrast interactions that were processed when Predictive Routing was switched ON compared to when it was OFF. The report also profiles response time, engage time, wrap time, and other relevant Key Performance Indicators (KPI). HRCXIPredictiveABTstng PredictiveRoutingPredictiveRoutingABTestingReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Predictive Routing Predictive Routing Agent Occupancy Dashboard Use the Agent Occupancy Dashboard to see detailed information about the impact on contact center efficiency of enabling Genesys Predictive Routing (GPR). Use the Agent Occupancy Dashboard to see detailed information about the impact on contact center efficiency of enabling Genesys Predictive Routing (GPR)

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.

HRCXIGPRAgntOcpncy PredictiveRoutingPredictiveRoutingAgentOccupancyDashboard
Draft:PEC-REP/Library/GCXIPRGLibrary/Predictive Routing Predictive Routing Detail Report Use the Predictive Routing Detail Report to view detailed interaction-level data about how Genesys Predictive Routing (GPR) is used in your contact center, and to understand how it impacts Key Performance Indicators (KPI), including detailed metrics that profile agent scoring, and allow you to compare different models or predictors. Use the Predictive Routing Detail Report to view detailed interaction-level data about how Genesys Predictive Routing (GPR) is used in your contact center, and to understand how it impacts Key Performance Indicators (KPI), including detailed metrics that profile agent scoring, and allow you to compare different models or predictors.

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.

HRCXIPredictiveDtl PredictiveRoutingPredictiveRoutingDetailReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Predictive Routing Predictive Routing Operational Report Use the Predictive Routing Operational Report to track key Genesys Predictive Routing (GPR) operational statistics, including the number of interactions offered and accepted, and metrics that indicate how long interactions waited to be scored, and how long they waited in queue. Use the Predictive Routing Operational Report to track key Genesys Predictive Routing (GPR) operational statistics, including the number of interactions offered and accepted, and metrics that indicate how long interactions waited to be scored, and how long they waited in queue. HRCXIPredictiveOprtnl PredictiveRoutingPredictiveRoutingOperationalReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Predictive Routing Predictive Routing Queue Statistics Report Use the Predictive Routing Queue Statistics Report to track KPIs for each queue when Genesys Predictive Routing (GPR) is used to optimize routing. Use the Predictive Routing Queue Statistics Report to track KPIs for each queue when Genesys Predictive Routing (GPR) is used to optimize routing. The report allows you to monitor overall interaction-processing performance of queues, including contrasting, for each Model and Predictor, the number of Offered and Accepted interactions, Accept, Handle, and Engage Time, as well as abandoned and service level metrics. HRCXIPredictiveQStat PredictiveRoutingPredictiveRoutingQueueStatisticsReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Queue Abandon Delay Report Use the (Queues folder) Abandon Delay Report to learn more about service quality by examining 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. This report gauges service quality by indicating how many interactions were abandoned (or disconnected), as well as the percentage of interactions that were abandoned, while the interactions were queued at a specific queue, and the percentage of abandoned interactions by service time interval. HRCXIAbndnDly QueueAbandonDelayReport
Draft:PEC-REP/Library/GCXIPRGLibrary/Queue Interaction Traffic Group Report Use the (Queues folder) Interaction Traffic Group Report to see detailed information the efficiency of interaction handling, by queue group. This report summarizes contact center activity as Interactions are offered to, abandoned within, and distributed from queues that belong to one or more queue group(s), including overall percentages of service level, and exceptions to service level. Mediation DN activity is rolled up to all of the groups to which the DN belongs. Counts and durations are attributed to the interval in which the interaction enters the mediation DN.

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.

HRCXIIxnTrfficGrp QueueInteraction Traffic Group Report
Draft:PEC-REP/Library/GCXIPRGLibrary/Queue Interaction Traffic Report Use the (Queues folder) Interaction Traffic Report to learn more about the efficiency of individual queues. This report provides detailed information about contact center activity as interactions are offered to, abandoned within, and distributed from queues, including overall percentages of service level by tenant, and exceptions to service level by queue.

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.

HRCXIIxnTrffic QueueInteraction Traffic Report
Draft:PEC-REP/Library/GCXIPRGLibrary/Queue Predictive Routing Queue Statistics Report Track KPIs for each queue when Genesys Predictive Routing (GPR) is used to optimize routing,and monitor overall interaction-processing performance of queues, including contrasting, for each Model and Predictor, the number of Offered and Accepted interactions, Accept, Handle, and Engage Time, as well as abandoned and service level metrics. Use the Predictive Routing Queue Statistics Report to track KPIs for each queue when Genesys Predictive Routing (GPR) is used to optimize routing. The report allows you to monitor overall interaction-processing performance of queues, including contrasting, for each Model and Predictor, the number of Offered and Accepted interactions, Accept, Handle, and Engage Time, as well as abandoned and service level metrics. HRCXIPredictiveQStat PredictiveRoutingPredictiveRoutingQueueStatisticsReport

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