CX Insights for iWD reports and dashboards

• 
• 

• Administrator
• Supervisor

Analyze activity in contact centers that use iWD Data Mart.

Related documentation:

• How Reporting works
• Get started with Genesys CX Insights
• Suite-level guide
• All services
• Genesys Customer Experience Insights Release Notes

RSS:

• For private edition

This page describes reports in the CX Insights for iWD project, which is separate from the regular CX Insights project.

The CX Insights for iWD project Shared Reports folder contains just two folders: Custom and CX Insights for iWD, the latter of which contains reports you can use to learn more about contact center interactions involving Genesys Info Mart and intelligent Workload Distribution (iWD).

Reports in the CX Insights for iWD folder are ready-to-use, but as always, can be modified to suit your specific business needs.

Important

Historical reporting reports only on the two highest levels of the Cloud iWD Category structure, which correspond to Departments and Processes.These are added to historical reporting as soon as the first interaction arrives. Subsequent Category name changes are not reported. Levels three and below do not appear in historical reports.

Important

Genesys recommends that when you create or customize reports, observe the following rules, to minimize problems:

• In any report, employ metrics and attributes from a single subfolder. Do not mix data from different subfolders.
• Select one or more Time attribute in every report.

Access

For information about how to access historical reports, see Generate and use historical reports.

About iWD reports

The following reports are available in the CX Insights for iWD folder:

• Capture Point Business Value Report
• Capture Point Dashboard
• Capture Point Task Duration Report
• Customer Segment Service Level Dashboard
• Customer Segment Service Level Report
• ETL Audit Dashboard
• Intraday Process Dashboard
• Intraday Process Report
• Resource Performance Dashboard
• Resource Performance Report
• Task Age Dashboard
• Task Age Report
• Task Detail Report
• Task Work Detail Report

General comments about the iWD reports

The information in this section can help you understand the CX Insights for iWD reports.

Averages

Averages in the reports that report 0 (zero) values indicate either 0 duration or 0 count. For example, Average Hold Time is calculated as: AverageHoldTime = Activity(HoldTime)/Activity(Hold) = 0, so an average hold time of 0 could signify either that interactions were placed on hold for 0 seconds, or that no interactions were placed on hold at all during the reporting interval.

Comments on queues

Important

The terms Queue, QueueType and QueueTargetName appear in some reports but should be ignored for activity related to iWD in Cloud. Other terms that might appear in reporting but should be ignored are mentioned in the relevant report topic.

Viewing the day's activities

The accuracy of the reports for viewing the current day’s activities depends on when transformation and aggregation completes throughout a day and how soon you run the reports.

Other reports

Important

Genesys Info Mart Queue reports are not supported in Genesys CX Insights for iWD.

Related topics

• Go back to the complete list of available reports.
• Learn how to understand and use reports.
• Learn how to create or customize reports.