Drilldown: Article

No · None · Yes · {{{Standalone}}} · Other

Draft:PEC-REP (95) · PEC-REP (9)

None · GenesysEngage-cloud · PureConnect, GenesysCloud, GenesysEngage-cloud · GenesysEngage-onpremises · GenesysCloud · GenesysEngage-cloud, PureConnect, GenesysCloud · GenesysEngage-onpremises, PureConnect, GenesysCloud · PureConnect, GenesysCloud · GenesysEngage-cloud, PureConnect · PureEngage · PureConnect · PureConnect, GenesysEngage-cloud · GenesysEngage-onpremises, GenesysCloud · GenesysCloud, GenesysEngage-cloud · Genesys Multicloud CX · PrivateEdition · GenesysEngage-cloud, GenesysCloud · GenesysEngagecloud · GenesysEngage_cloud · GeneysyEngage_cloud · Private Edition · GenesysEngage-cloudNote: If the hierarchy will be managed and maintained by importing data or through integration with an existing HR system, the following section can be skipped as any manual changes made to the hierarchy will be lost the next time that the hierarchy is refreshed. · Other

No · None · Yes · Other

None (96) · Administrator, Supervisor (4) · Supervisor (4)

Queue Dashboard (3) · Contact Center Dashboard (3) · Resource Performance Dashboard (2) · Operational report filters (2) · ETL Audit Dashboard (2) · Task Age Dashboard (2) · VAR report filters (2) · Customer Segment Service Level Dashboard (2)

Other values: ; About This Database Reference Administrator Tasks Agent Adherence Report Metrics and End Notes Agent Details Activity Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Group Membership Details Report Agent Group Queue Business Attribute Report Agent Interaction Hierarchy Report Agent Interval Based Report Agent Login-Logout Details Report Agent Not Ready Reason Code Report Agent Not Ready Report Agent Omnichannel Activity Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Queue Report Agent Social Engagement Report Agent State Details Report Agent Summary Activity Email Report Agent Summary Activity Report (Active) Agent Summary Activity Report (Interaction) Agent Task Dashboard Agent Utilization Email Report Agent Utilization Report Agent Wrap Report Application Duration Report Application Summary Report Blocks Summary Report Business Metrics Executive Report Calendar Management Callback Details Report Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Chat Engagement Report Chat Message Statistics Report Chat Session Report Co-browse Detail Report Co-browse Summary Report Contact Center Performance Report Metrics Contact List Effectiveness Report Customer Perspective Report Dimension tables Enabling Wait-lists Fact tables Forecasting How do CX Insights reports explain what is happening in my contact center? Interaction Flow Report Interaction Handling Attempt Report Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Managing Overtime Milestone Summary Report Monitoring Performance and Adherence Multi-Forecasting Primer New in This Release Overlays Primer Populating Genesys Info Mart data Pre-Agent Termination Report Predictive Routing - AHT & Queue Dashboard Predictive Routing - Model Efficiency Dashboard Predictive Routing Agent Occupancy Dashboard Query examples Queue Outline Report Queue Summary Report Schedule Summary View and Reporting Scheduling Scheduling Breaks and Meals in WFM Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Supervisor Dashboard Survey Answer Report Survey Statistics Report Task Volume Dashboard Time Off Primer Time-Off Bidding Transfer Detail Report User Security Using E-mail Notifications in WFM Using WFM Task Sequences What historical reports are available in Genesys CX Insights? Workforce Management Workforce Management ETL Database Reference

Queue Dashboard (3) · Contact Center Dashboard (3) · Resource Performance Dashboard (2) · Operational report filters (2) · Task Age Dashboard (2) · ETL Audit Dashboard (2) · VAR report filters (2) · Customer Segment Service Level Dashboard (2)

Other values: ; About This Database Reference Administrator Tasks Agent Adherence Report Metrics and End Notes Agent Details Activity Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Group Membership Details Report Agent Group Queue Business Attribute Report Agent Interaction Hierarchy Report Agent Interval Based Report Agent Login-Logout Details Report Agent Not Ready Reason Code Report Agent Not Ready Report Agent Omnichannel Activity Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Queue Report Agent Social Engagement Report Agent State Details Report Agent Summary Activity Email Report Agent Summary Activity Report (Active) Agent Summary Activity Report (Interaction) Agent Task Dashboard Agent Utilization Email Report Agent Utilization Report Agent Wrap Report Application Duration Report Application Summary Report Blocks Summary Report Business Metrics Executive Report Calendar Management Callback Details Report Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Chat Engagement Report Chat Message Statistics Report Chat Session Report Co-browse Detail Report Co-browse Summary Report Contact Center Performance Report Metrics Contact List Effectiveness Report Customer Perspective Report Dimension tables Enabling Wait-lists Fact tables Forecasting How do CX Insights reports explain what is happening in my contact center? Interaction Flow Report Interaction Handling Attempt Report Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Managing Overtime Milestone Summary Report Monitoring Performance and Adherence Multi-Forecasting Primer Overlays Primer Populating Genesys Info Mart data Pre-Agent Termination Report Predictive Routing - AHT & Queue Dashboard Predictive Routing - Model Efficiency Dashboard Predictive Routing Agent Occupancy Dashboard Query examples Queue Outline Report Queue Summary Report Schedule Summary View and Reporting Scheduling Scheduling Breaks and Meals in WFM Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Supervisor Dashboard Survey Answer Report Survey Statistics Report Task Volume Dashboard Time Off Primer Time-Off Bidding Transfer Detail Report User Security Using E-mail Notifications in WFM Using WFM Task Sequences What historical reports are available in Genesys CX Insights? Workforce Management Workforce Management ETL Database Reference

None (104)

Reporting · None · Workforce Management · Genesys Predictive Engagement · Designer · Widgets · Internal Content Administration · Genesys Skills Management · Agent Setup · Outbound (CX Contact) · Genesys Recording, Quality Management, and Speech Analytics · Genesys Multicloud CX Private Edition · Genesys Predictive Routing · Routing and Designer · Digital Channels · Intelligent Workload Distribution · Agent Workspace · Gplus Adapter for WFM · Developer · Voice Microservices

Other values: ; Administrator Agent Agent Desktop Agent folder Billing Data Service Callback Chat Cloud Data Download Service Co-Browse Customer Care Knowledge Customer Success Digital Transformation Email Event Stream Field Support Content Genesys Agent Assist Genesys App Studio Genesys Authentication Genesys Blueprints Genesys Data Layer Genesys Dialog Engine Genesys Docker Documentation Genesys Messaging Aggregation Genesys Multicloud CX Genesys Multicloud CX Mixed Mode Genesys Multicloud CX Release Notes Genesys Sizing Information Genesys Softphone Genesys Use Cases Genesys Voice Platform Genesys Web Services and Applications Gplus Adapter for Microsoft Dynamics 365 Gplus Adapter for Salesforce Gplus Adapter for ServiceNow Gplus Adapter for Siebel CRM Health Check Agent IVR Administration Interaction Server NOPRODUCT Platform Administration Product Support QnA Service RN Automation Warehouse Routing Sales Collateral Self-Help Articles Solutions Success Factors for Genesys Multicloud CX Supervisor System-Level Documentation Telemetry Service Universal Contact Service User Data Management Voice Voicemail Web Services and Applications WebRTC eServices Manager nGAGEMENT test

CX Insights (85) · GIM (1) · GVP (4) · PDMLibraryGIM (2) · RPRT (12)

None (96) · IVR Administration (4) · Reporting, Reporting GCXI (4)

None (104)

None (104)