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

WikiSysop at 13:16, June 30, 2022

2022-06-30T13:16:47Z

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:32:05Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:45:43Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T14:21:28Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Predictive Routing Reports and Dashboards
|TocName=Predictive Routing Reports and Dashboards
|Context=Learn more about how Genesys Predictive Routing (GPR) is used in your contact center, including how GPR impacts customer experience, wait times, issue resolution rates, and other key metrics.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator, Supervisor
|Application=Reporting, Reporting GCXI
|Section={{Section
|alignment=Vertical
|structuredtext=Reports in the '''Predictive Routing''' folder are ready-to-use, but as always, can be modified to suit your specific business needs.

{{NoteFormat|Some CX Insights reports can return empty data if they depend on a solution that is not deployed for you, or is not available in the cloud. For example, this applies to reports and dashboards in the '''Chat''', '''Chat bot''', and '''Predictive Routing''' folders.}}
|Status=No
}}{{Section
|sectionHeading=About Predictive Routing reports and dashboards
|anchor=GPRReports
|alignment=Horizontal
|Media=Image
|image=HRCXIFolderPredictiveRouting.png
|structuredtext=The following reports and dashboards are available in the '''CX Insights''' > '''Predictive Routing''' folder:

*{{Link-SomewhereInThisManual|topic=HRCXIGPRAHTQ|anchor=top|display text=Predictive Routing - AHT & Queue Dashboard}}
*{{Link-SomewhereInThisManual|topic=HRCXIGPRMdlEfcncy|anchor=top|display text=Predictive Routing - Model Efficiency Dashboard}}
*{{Link-SomewhereInThisManual|topic=HRCXIPredictiveABTstng|anchor=top|display text=Predictive Routing A/B Testing Report}}
*{{Link-SomewhereInThisManual|topic=HRCXIGPRAgntOcpncy|anchor=top|display text=Predictive Routing Agent Occupancy Dashboard}}
*{{Link-SomewhereInThisManual|topic=HRCXIPredictiveDtl|anchor=top|display text=Predictive Routing Detail Report}}
*{{Link-SomewhereInThisManual|topic=HRCXIPredictiveOprtnl|anchor=top|display text=Predictive Routing Operational Report}}
*{{Link-SomewhereInThisManual|topic=HRCXIPredictiveQStat|anchor=top|display text=Predictive Routing Queue Statistics Report}}
|Status=No
}}
}}

@@ Line 29: / Line 29: @@
 *{{Link-SomewhereInThisManual|topic=HRCXIPredictiveOprtnl|anchor=top|display text=Predictive Routing Operational Report}}
 *{{Link-SomewhereInThisManual|topic=HRCXIPredictiveQStat|anchor=top|display text=Predictive Routing Queue Statistics Report}}
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=Learn more about how Genesys Predictive Routing (GPR) is used in your contact center, including how GPR impacts customer experience, wait times, issue resolution rates, and other key metrics.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator, Supervisor
 |Application=Reporting, Reporting GCXI

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

WikiSysop at 13:16, June 30, 2022

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"