Drilldown: Article

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

Draft:PEC-REP (139) · PEC-REP (35)

None (39) · GenesysEngage-cloud (132) · GenesysEngage-onpremises (3)

None (101) · No (73)

None · Administrator · Administrator, Supervisor · Supervisor · Developer · Agent · Agent, Supervisor · Administrator, Developer · Administrator, Agent, Supervisor · Staff · Administrator, Agent · Administrator, Developer, Supervisor · Administrator, Agent, Developer · Administrator, Agent, Developer, Supervisor · Administrator, Reviewer · Adminstrator · Other

Logging (5) · Upgrade, rollback, or uninstall RAA (3) · Metrics (3)

Other values: ; About GCXI / RAA About Genesys Info Mart About Genesys Pulse About RAA About This Database Reference Activity Summary Report 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 Statistics 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 Alternative formats for PE metrics Application Duration Report Application Summary Report Assisted Service Interactions by Last Milestone Report Async Interactions Report Blocks Summary Report Business Metrics Executive Report Calendar Management Callback Details Report Callback Summary Report Campaign Callbacks Summary Report Campaign Statistics Campaign Summary Report Can I customize CX Insights reports? Capture Point Business Value Report Capture Point Dashboard Capture Point Task Duration Report Chat Engagement Report Chat Message Statistics Report Chat Session Report Co-browse Detail Report Co-browse Summary Report Configure <service_name> Configure GCA Configure GCXI Configure GIM Configure GSP Configure RAA Contact Center Dashboard Contact Center Performance Report Metrics Contact List Effectiveness Report Customer Perspective Report Customer Segment Service Level Dashboard Customer Segment Service Level Report Database considerations Deploy <service_name> Deploy RAA Dimension tables Enabling Wait-lists ETL Audit Dashboard Fact tables Features and functionality Forecasting Genesys Info Mart Historical Database Reference Genesys Info Mart Support for GDPR High availability and disaster recovery How do CX Insights reports explain what is happening in my contact center? How do I access historical reports? Inbound Voice User Report 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 Interactions Acceptance Dashboard Interactions Acceptance Report IVR Usage Report Managing Overtime Milestone Summary Report Monitoring Performance and Adherence Multi-Forecasting Primer New in This Release Operating and managing Genesys Info Mart Outbound contact data 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 Dashboard Queue Outline Report Queue Summary Report Resource Performance Dashboard Resource Performance Report Schedule Summary View and Reporting Scheduling Scheduling Breaks and Meals in WFM Self-Service Statistics Report Shared Provisioning Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Supervisor Dashboard Survey Answer Report Survey Statistics Report Task Age Dashboard Task Detail Report Task Volume Dashboard Task Work Detail Report Time Off Primer Time-Off Bidding Transfer Detail Report User data User Security Using E-mail Notifications in WFM Using WFM Task Sequences What historical reports are available in Genesys CX Insights? Widget Errors Workforce Management Workforce Management ETL Database Reference

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Other values: ; About This Database Reference Activity Summary Report 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 Statistics 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 Assisted Service Interactions by Last Milestone Report Async Interactions Report Blocks Summary Report Business Metrics Executive Report Calendar Management Callback Details Report Callback Summary Report Campaign Callbacks Summary Report Campaign Statistics Campaign Summary Report Can I customize CX Insights reports? Capture Point Business Value Report Capture Point Dashboard Capture Point Task Duration Report Chat Engagement Report Chat Message Statistics Report Chat Session Report Co-browse Detail Report Co-browse Summary Report Contact Center Dashboard Contact Center Performance Report Metrics Contact List Effectiveness Report Customer Perspective Report Customer Segment Service Level Dashboard Customer Segment Service Level Report Dimension tables Enabling Wait-lists ETL Audit Dashboard Fact tables Forecasting Genesys Info Mart Historical Database Reference High availability and disaster recovery How do CX Insights reports explain what is happening in my contact center? How do I access historical reports? Inbound Voice User Report 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 Interactions Acceptance Dashboard Interactions Acceptance Report IVR Usage 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 Dashboard Queue Outline Report Queue Summary Report Resource Performance Dashboard Resource Performance Report Schedule Summary View and Reporting Scheduling Scheduling Breaks and Meals in WFM Self-Service Statistics Report Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Supervisor Dashboard Survey Answer Report Survey Statistics Report Task Age Dashboard Task Detail Report Task Volume Dashboard Task Work Detail Report Time Off Primer Time-Off Bidding Transfer Detail Report Upgrade, rollback, or uninstall User Security Using E-mail Notifications in WFM Using WFM Task Sequences What historical reports are available in Genesys CX Insights? Widget Errors Workforce Management Workforce Management ETL Database Reference

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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 (87) · GCXIPEGuide (11) · GIM (2) · GIMPEGuide (17) · PDMLibraryGIM (2) · PulseMetricsLibrary (2) · PulsePEGuide (7) · RAAPEGuide (6) · RPRT (38) · RT (2)

None (174)

None (174)

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