PEC-REP/Current/RPRT/GetStarted - Revision history

WikiSysop at 13:31, June 30, 2022

2022-06-30T13:31:40Z

WikiSysop at 13:15, April 29, 2022

2022-04-29T13:15:37Z

Tony.gilchrist@genesys.com: Published

2021-10-04T16:50:41Z

Published

Tony.gilchrist@genesys.com: Published

2021-04-01T14:03:57Z

Published

Tgilchri: Published

2020-10-22T13:03:07Z

Published

Tgilchri: Published

2020-07-20T13:33:53Z

Published

Bgrenon: Published

2020-06-08T14:21:37Z

Published

New page

{{GetStarted
|DisplayName=Get started with Genesys CX Insights
|Role=Administrator, Supervisor
|TocName=Get started
|ComingSoon=No
|Context=Learn how to navigate in Genesys CX Insights, and how to generate reports.
|appname=Reporting GCXI
|overviewtext=Use '''Historical reports''' and dashboards to visualize contact center and agent performance over a period of time. How far back in time you can look varies, depending on the size and complexity of your contact center. By contrast, '''Real-time''' reports and dashboards provide information about interactions that are taking place ''right now'' in the contact center. To learn about other types of reporting, see {{Link-Standalone|topic=PEC-REP/HIW}}.

Genesys CX Insights provides numerous reports and dashboards (see {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIIncludedReports}} for a complete list). ''Reports'' display contact center activity using easy-to-read grids, while ''dashboards'' summarize a wider range of information using a variety of visual devices. This document describes both, but for simplicity, it often refers simply to ''reports''.
|requirements=
|logintype=No
|loginextra====Logging in===
Genesys CX Insights does not use the same user account that other Genesys software uses, so the user name and password to access historical reports might be different from the one you use to access other Genesys software. If you have trouble logging in, talk to your administrator. Most users cannot change their own Genesys CX Insights password.
|abouttext=You access Genesys CX Insights using a standard web browser. MicroStrategy (the engine that powers Genesys CX Insights) certifies support for the latest versions, at the time of release, for the following web browsers:

*Apple Safari
*Google Chrome (Windows and iOS)
*Microsoft Edge
*Microsoft Internet Explorer (Versions 9 and 10 are supported, but are not certified)
*Mozilla Firefox
|UITab={{UITab
|uiheading=Navigating in Genesys CX Insights
|uialignment=Horizontal
|uiimage=HRGCXINavigateSearch.png
|uigif=No
|uivideo=
|uianchor=
|uitext=As you browse in Genesys CX Insights, clickable breadcrumbs are displayed at the top and bottom of the page:
'''Shared Reports > CX Insights > Business Results'''
Click any word in the breadcrumb to return to that folder.

In most cases, what you are looking for will be found in the '''Shared Reports''' folder.

*'''Shared Reports'''—Reports and dashboards stored in the '''Shared Reports''' are available to other users (access privileges permitting).
*'''My Reports'''—Reports stored in your private folders, such as '''My Reports''', are visible only to you. This folder is visible only to users who have sufficient privileges to edit or save reports.

If you're not sure what folder to look in, or the name of the report to look for, you can use the search feature to easily find all relevant reports:

#At the top of the page, click the magnifying glass to open the search window.
#Select a folder (for example '''Shared Reports''') in which to search, enter a search term (for example '''Callback'''), and press '''Enter''' (or click the magnifying glass).
#For more powerful search options, click '''Refine'''. Advanced search options appear, which you can use to refine your search based on various criteria, such as object type, owner, date, or description.
|uifullwidth=No
|uitextwide=
}}{{UITab
|uiheading=Run reports
|uialignment=Horizontal
|uiimage=HRGCXIOpenAReport.png
|uigif=No
|uivideo=229633305
|uianchor=
|uitext=To view a report, populated with your data, you must <nowiki>''run'' or ''generate''</nowiki> the report.

#On the Genesys Portal, click '''Reporting GCXI''' on the '''All Apps''' or '''User''' tab.
#If a page appears where you can select a server, choose the server on which to view reports (you probably have only one, but if more than one appears and you are not sure which one to select, contact your administrator).
#If prompted, enter your user name and password.
#The Genesys CX Insights page appears. Click '''Shared Reports''' > '''CX Insights'''.
#Reports are divided into subfolders based on function; select a sub-folder, for example '''Business Results'''.
#From the listed reports and dashboards, either double-click, or right-click and choose '''Run'''. For example, '''Business Metrics Executive Report'''. The prompts for that report appear.
#Select a date or date range, and optionally make selections for other prompts.
#Click '''Run Report''' (or '''Run Dossier''', for a dashboard).
#:The report appears. Note that you can filter, drill, and otherwise interact with many report values.
|uifullwidth=No
|uitextwide=
}}
|AppSection={{AppSection
|appSectionHeading=Changing the language used in the reports
|appSectionAlignment=Horizontal
|appSectionImage=HRCXILanguage.png
|appSectionGif=No
|appSectionVideo=
|appSectionAnchor=ChangeLang
|appSectionText=Before you can select a language, an administrator must enable it on the server. Talk to your administrator to find out what language is available for your use. Changes described in this procedure apply only to your own sessions, not to other users.

Use the following steps to change the language used in the GUI and reports.

#Log in to Genesys CX Insights.
#Click on the drop-down menu next to your user name, and select '''Preferences'''.
#On the '''User Preferences''' > '''General''' page:
##Change the language used in the GUI: In the '''Language''' section, select a language from the list.
##Change the language used in the reports: Click '''Show advanced options''', then from the '''Metadata''' list, select a language.
#Scroll to the bottom of the page, and click '''Apply'''.
#Use the browser's back arrow, or click in the breadcrumbs, to continue.<br />
|appfullwidth=Yes
|appSectionTextwide====Supported languages===
Genesys CX Insights provides support to translate (localize) the GUI and Genesys CX Insights reports into the the languages listed in the following tables. Note that the available languages differ depending on whether you are working with the ''Genesys CX Insights'' project or the ''Genesys CX Insights for iWD'' project:

{{AnchorDiv|GCXILanguages}}
{{{!}}
!'''Language'''
!'''LANGS variable'''
{{!}}+'''Language support for the Genesys CX Insights project'''
{{!}}-
{{!}}Arabic
{{!}}ar-SA
{{!}}-
{{!}}Chinese (simplified)
{{!}}zh-CN
{{!}}-
{{!}}Dutch
{{!}}nl-NL
{{!}}-
{{!}}French (Canada)
{{!}}fr-CA
{{!}}-
{{!}}French (France)
{{!}}fr-FR
{{!}}-
{{!}}German (Germany)
{{!}}de-DE
{{!}}-
{{!}}Italian
{{!}}it-IT
{{!}}-
{{!}}Japanese
{{!}}ja-JP
{{!}}-
{{!}}Korean
{{!}}ko-KR
{{!}}-
{{!}}Polish
{{!}}pl-PL
{{!}}-
{{!}}Portuguese (Brazil)
{{!}}pt-BR
{{!}}-
{{!}}Russian
{{!}}ru-RU
{{!}}-
{{!}}Spanish (Latin America)
{{!}}es-419
{{!}}-
{{!}}Turkish
{{!}}tr-TR
{{!}}-
{{!}}}

{{AnchorDiv|iWDLanguages}}
{{{!}}
!'''Language'''
!'''LANGS variable value'''
{{!}}+'''Language support for the Genesys CX Insights for iWD project'''
{{!}}-
{{!}}Chinese (People's Republic of China)
{{!}}zh-CN
{{!}}-
{{!}}German (Germany)
{{!}}de-DE
{{!}}-
{{!}}French (Canada)
{{!}}fr-CA
{{!}}-
{{!}}French (France)
{{!}}fr-FR
{{!}}-
{{!}}Japanese (Japan)
{{!}}ja-JP
{{!}}-
{{!}}Portuguese (Brazil)
{{!}}pt-BR
{{!}}-
{{!}}Russian (Russia)
{{!}}ru-RU
{{!}}-
{{!}}Spanish (Mexico)
{{!}}es-MX
{{!}}-
{{!}}}
}}{{AppSection
|appSectionHeading=Learn more about Genesys CX Insights
|appSectionAlignment=Vertical
|appSectionImage=
|appSectionGif=No
|appSectionVideo=
|appSectionAnchor=MoreInfo
|appSectionText=In this document, you can find information about the following topics:

*To learn more about how to navigate in Genesys CX Insights, and how to generate reports, see {{Link-SomewhereInThisManual|topic=HRCXIGetStarted|anchor=top|display text=Generate and use historical reports}}.
*To learn more about how to read and understand historical reports, see {{Link-SomewhereInThisManual|topic=HRCXIReadReports|anchor=top|display text=Understand the reports}}.
*To learn how to customize the reports, see {{Link-SomewhereInThisManual|topic=HRCXICustomizingReports|anchor=top|display text=Customize CX Insights reports}}.

*For a complete list of the historical reports that are available out of the box, see {{Link-SomewhereInThisManual|topic=HRCXIIncludedReports|anchor=top|display text=Report Descriptions}}.
|appfullwidth=
|appSectionTextwide=
}}
}}

@@ Line 175: / Line 175: @@
 |appSectionText=In this document, you can find information about the following topics:
-*Learn more about how to navigate in Genesys CX Insights and generate reports: {{Link-SomewhereInThisManual|topic=HRCXIGetStarted|display text=Generate and use historical reports}}.
+*Learn more about how to navigate in Genesys CX Insights and generate reports: {{Link-SomewhereInThisManual|topic=HRCXIGetStarted|display text=Generate and use historical reports}}
-*Learn more about how to read and understand historical reports; {{Link-SomewhereInThisManual|topic=HRCXIReadReports|display text=Understand the reports}}.
+*Learn more about how to read and understand historical reports; {{Link-SomewhereInThisManual|topic=HRCXIReadReports|display text=Understand the reports}}
-*Learn how to customize the reports: {{Link-SomewhereInThisManual|topic=HRCXICustomizingReports|display text=Customize CX Insights reports}}.
+*Learn how to customize the reports: {{Link-SomewhereInThisManual|topic=HRCXICustomizingReports|display text=Customize CX Insights reports}}
-<!--*To learn how to schedule automatic delivery of reports, see  <a href="HRCXICustomizingReports" data-mce-href="HRCXICustomizingReports" title="HRCXICustomizingReports (Page HRCXICustomizingReports could not be found on this wiki)" data-mw-type="internal_link" class="link internal mw-internal-link mceNonEditable new" data-mw-wikitext="%5B%5BHRCXICustomizingReports%7CHow%20do%20I%20schedule%20reports%20to%20run%20on%20a%20regular%20basis?%5D%5D" contenteditable= "false" ></a>-->
+*A complete list of the historical reports in GCXI: {{Link-SomewhereInThisManual|topic=HRCXIIncludedReports|display text=Report Descriptions}}
-*A complete list of the historical reports in GCXI: {{Link-SomewhereInThisManual|topic=HRCXIIncludedReports|display text=Report Descriptions}}.
+To view more detailed information about the metrics and attributes used in the reports, and about other metrics and attributes that you can use to customize reports, see the ''{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=GCXIMCPRG|display text=Genesys CX Insights Multicloud Projects Reference Guide}}''.
 }}
 }}

@@ Line 6: / Line 6: @@
 |Context=Learn how to navigate in Genesys CX Insights, and how to generate reports.
 |appname=Reporting GCXI
-|overviewtext=Use '''Historical reports''' and dashboards to visualize contact center and agent performance over a period of time. How far back in time you can look varies, depending on the size and complexity of your contact center. By contrast, '''Real-time''' reports and dashboards provide information about interactions that are taking place ''right now'' in the contact center. To learn about other types of reporting, see {{Link-Standalone|topic=PEC-REP/HIW}}.
+|overviewtext={{NoteFormat|This page applies to '''Genesys CX Insights Genesys Multicloud CX and Genesys Multicloud CX private edition''' deployments only. For more information, see the {{Link-AnywhereElse|product=ReleaseNotes|version=Current|manual=GenesysEngage-cloud|topic=GCXI|display text=Multicloud CX Release Notes}}. </br></br>
 Genesys CX Insights provides numerous reports and dashboards (see {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIIncludedReports}} for a complete list).  ''Reports'' display contact center activity using easy-to-read grids, while ''dashboards'' summarize a wider range of information using various visual devices. This document describes both, but for simplicity, it often refers to them collectively as ''reports''.
@@ Line 68: / Line 72: @@
 |appSectionText=Before you can select a language, an administrator must enable it on the server. Talk to your administrator to find out what language is available for your use. Changes described in this procedure apply only to your own sessions, not to other users.
-{{Editgrn_open}}Note that the language used in some parts of reports cannot be changed. For example, some prompt values are presented in English, even after localization is applied.{{Editgrn_close}}
+Note that the language used in some parts of reports cannot be changed. For example, some prompt values are presented in English, even after localization is applied.
 Use the following steps to change the language used in the GUI and reports.

@@ Line 67: / Line 67: @@
 |appSectionAnchor=ChangeLang
 |appSectionText=Before you can select a language, an administrator must enable it on the server. Talk to your administrator to find out what language is available for your use. Changes described in this procedure apply only to your own sessions, not to other users.
 Use the following steps to change the language used in the GUI and reports.
@@ Line 79: / Line 81: @@
 |appfullwidth=Yes
 |appSectionTextwide====Supported languages===
-Genesys CX Insights provides support to translate (localize) the GUI and Genesys CX Insights reports into the languages listed in the following tables. The available list of languages varies depending on whether you are working with the ''Genesys CX Insights'' project or the ''Genesys CX Insights for iWD'' project:
+Genesys CX Insights provides support to translate (localize) the GUI and Genesys CX Insights reports into the languages listed in the following tables. The available list of languages varies depending on the project you are working in (for example, the ''Genesys CX Insights'' project or the ''Genesys CX Insights for iWD'' project):
 {{AnchorDiv|GCXILanguages}}

@@ Line 8: / Line 8: @@
 |overviewtext=Use '''Historical reports''' and dashboards to visualize contact center and agent performance over a period of time. How far back in time you can look varies, depending on the size and complexity of your contact center. By contrast, '''Real-time''' reports and dashboards provide information about interactions that are taking place ''right now'' in the contact center. To learn about other types of reporting, see {{Link-Standalone|topic=PEC-REP/HIW}}.
-Genesys CX Insights provides numerous reports and dashboards (see {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIIncludedReports}} for a complete list).  ''Reports'' display contact center activity using easy-to-read grids, while ''dashboards'' summarize a wider range of information using a variety of visual devices. This document describes both, but for simplicity, it often refers simply to ''reports''.
+Genesys CX Insights provides numerous reports and dashboards (see {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIIncludedReports}} for a complete list).  ''Reports'' display contact center activity using easy-to-read grids, while ''dashboards'' summarize a wider range of information using various visual devices. This document describes both, but for simplicity, it often refers to them collectively as ''reports''.
 |logintype=No
 |loginextra====Logging in===
-Genesys CX Insights does not use the same user account that other Genesys software uses, so the user name and password to access historical reports might be different from the one you use to access other Genesys software. If you have trouble logging in, talk to your administrator. Most users cannot change their own Genesys CX Insights password.
+Genesys CX Insights does not necessarily use the same user account that other Genesys software uses. As a result, the user name and password to access historical reports can be different from the one you use to access other Genesys software. If you have trouble logging in, talk to your administrator. Most users cannot change their own Genesys CX Insights password.
 |abouttext=You access Genesys CX Insights using a standard web browser. MicroStrategy (the engine that powers Genesys CX Insights) certifies support for the latest versions, at the time of release, for the following web browsers:
@@ Line 18: / Line 17: @@
 *Google Chrome (Windows and iOS)
 *Microsoft Edge
-*Microsoft Internet Explorer (Versions 9 and 10 are supported, but are not certified)
+*Microsoft Internet Explorer (MicroStrategy supports versions 9 and 10, but they are not certified)
 *Mozilla Firefox
 |UITab={{UITab
@@ Line 26: / Line 25: @@
 |uigif=No
 |uivideo=439920994
-|uianchor=
+|uitext=As you browse in Genesys CX Insights, clickable breadcrumbs appear at the top and bottom of the page:
   '''Shared Reports > CX Insights > Business Results'''
 Click any word in the breadcrumb to return to that folder.
-In most cases, what you are looking for will be found in the '''Shared Reports''' folder.
+The following folders are the most commonly-used:
-*'''Shared Reports'''&mdash;Reports and dashboards stored in the '''Shared Reports''' are available to other users (access privileges permitting).
+*'''Shared Reports'''&mdash;Reports and dashboards stored in the '''Shared Reports''' are available to other users (access rights permitting).
-*'''My Reports'''&mdash;Reports stored in your private folders, such as '''My Reports''', are visible only to you. This folder is visible only to users who have sufficient privileges to edit or save reports.
+*'''My Reports'''&mdash;Reports stored in your private folders, such as '''My Reports''', are visible only to you. This folder is visible only to users who have sufficient permissions to edit or save reports.
-If you're not sure what folder to look in, or the name of the report to look for, you can use the search feature to easily find all relevant reports:
+If you're not sure what folder or report name to look for, use the search feature to find all relevant reports:
 #At the top of the page, click the magnifying glass to open the search window.
-#Select a folder (for example '''Shared Reports''') in which to search, enter a search term (for example '''Callback'''), and press '''Enter''' (or click the magnifying glass).
+#Select a folder in which to search, enter a search term, and press '''Enter''' (or click the magnifying glass). For example, choose the '''Shared Reports''' folder, and search for '''Callback'''.
-#For more powerful search options, click '''Refine'''. Advanced search options appear, which you can use to refine your search based on various criteria, such as object type, owner, date, or description.
+#For more powerful search options, click '''Refine'''. <br/>Advanced search options appear, which you can use to refine your search based on various criteria, such as object type, owner, date, or description.
 |uifullwidth=No
 }}{{UITab
 |uiheading=Run reports
@@ Line 49: / Line 46: @@
 |uigif=No
 |uivideo=229633305
-|uianchor=
+|uitext=To view a report that is populated with your data, <nowiki>''run'' (or ''generate''</nowiki>) the report.
 #On the Genesys Portal, click '''Reporting GCXI''' on the '''All Apps''' or '''User''' tab.
-#If a page appears where you can select a server, choose the server on which to view reports (you probably have only one, but if more than one appears and you are not sure which one to select, contact your administrator).
+#If a page appears where you can select a server, choose the server on which to view reports. You probably have only one server, but if more than one appears and you are not sure which one to select, contact your administrator.
 #If prompted, enter your user name and password.
 #The Genesys CX Insights page appears. Click '''Shared Reports''' > '''CX Insights'''.
-#Reports are divided into subfolders based on function; select a sub-folder, for example '''Business Results'''.
+#Reports are divided into subfolders based on function; select a subfolder, for example '''Business Results'''.
 #From the listed reports and dashboards, either double-click, or right-click and choose '''Run'''. For example, '''Business Metrics Executive Report'''. The prompts for that report appear.
 #Select a date or date range, and optionally make selections for other prompts.
 #Click '''Run Report''' (or '''Run Dossier''', for a dashboard).
-#:The report appears. Note that you can filter, drill, and otherwise interact with many report values.
+#:The report appears. You can filter, drill, and otherwise interact with many report values.
 |uifullwidth=No
 }}
 |AppSection={{AppSection
@@ Line 69: / Line 64: @@
 |appSectionImage=HRCXILanguage.png
 |appSectionGif=No
 |appSectionVideo=439922447
 |appSectionAnchor=ChangeLang
 |appSectionText=Before you can select a language, an administrator must enable it on the server. Talk to your administrator to find out what language is available for your use. Changes described in this procedure apply only to your own sessions, not to other users.
@@ Line 76: / Line 71: @@
 #Log in to Genesys CX Insights.
-#Click on the drop-down menu next to your user name, and select '''Preferences'''.
+#Click the menu next to your user name, and select '''Preferences'''.
 #On the '''User Preferences''' > '''General''' page:
 ##Change the language used in the GUI: In the '''Language''' section, select a language from the list.
@@ Line 84: / Line 79: @@
 |appfullwidth=Yes
 |appSectionTextwide====Supported languages===
-Genesys CX Insights provides support to translate (localize) the GUI and Genesys CX Insights reports into the the languages listed in the following tables. Note that the available languages differ depending on whether you are working with the ''Genesys CX Insights'' project or the ''Genesys CX Insights for iWD'' project:
+Genesys CX Insights provides support to translate (localize) the GUI and Genesys CX Insights reports into the languages listed in the following tables. The available list of languages varies depending on whether you are working with the ''Genesys CX Insights'' project or the ''Genesys CX Insights for iWD'' project:
 {{AnchorDiv|GCXILanguages}}
@@ Line 170: / Line 165: @@
 |appSectionHeading=Learn more about Genesys CX Insights
 |appSectionAlignment=Vertical
 |appSectionGif=No
 |appSectionAnchor=MoreInfo
 |appSectionText=In this document, you can find information about the following topics:
-*To learn more about how to navigate in Genesys CX Insights, and how to generate reports, see {{Link-SomewhereInThisManual|topic=HRCXIGetStarted|display text=Generate and use historical reports}}.
+*Learn more about how to navigate in Genesys CX Insights and generate reports: {{Link-SomewhereInThisManual|topic=HRCXIGetStarted|display text=Generate and use historical reports}}.
-*To learn more about how to read and understand historical reports, see {{Link-SomewhereInThisManual|topic=HRCXIReadReports|display text=Understand the reports}}.
+*Learn more about how to read and understand historical reports; {{Link-SomewhereInThisManual|topic=HRCXIReadReports|display text=Understand the reports}}.
-*To learn how to customize the reports, see  {{Link-SomewhereInThisManual|topic=HRCXICustomizingReports|display text=Customize CX Insights reports}}.
+*Learn how to customize the reports: {{Link-SomewhereInThisManual|topic=HRCXICustomizingReports|display text=Customize CX Insights reports}}.
 <!--*To learn how to schedule automatic delivery of reports, see  <a href="HRCXICustomizingReports" data-mce-href="HRCXICustomizingReports" title="HRCXICustomizingReports (Page HRCXICustomizingReports could not be found on this wiki)" data-mw-type="internal_link" class="link internal mw-internal-link mceNonEditable new" data-mw-wikitext="%5B%5BHRCXICustomizingReports%7CHow%20do%20I%20schedule%20reports%20to%20run%20on%20a%20regular%20basis?%5D%5D" contenteditable= "false" ></a>-->
-*For a complete list of the historical reports that are available out of the box, see {{Link-SomewhereInThisManual|topic=HRCXIIncludedReports|display text=Report Descriptions}}.
+*A complete list of the historical reports in GCXI: {{Link-SomewhereInThisManual|topic=HRCXIIncludedReports|display text=Report Descriptions}}.
 }}
 }}