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Showing below up to 10 results in range #201 to #210.
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| Page | reportName | shortDesc | longDesc | cloud | premise | project | notproject | displaysInFolder | compatibleWith | introduced | modified | discontinued | reportPage | anchor |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| PEC-REP/Library/GCXIPRGLibrary/Predictive Routing | Predictive Routing Queue Statistics Report | Use the Predictive Routing Queue Statistics Report to track KPIs for each queue when Genesys Predictive Routing (GPR) is used to optimize routing. | Use the Predictive Routing Queue Statistics Report to track KPIs for each queue when Genesys Predictive Routing (GPR) is used to optimize routing. The report allows you to monitor overall interaction-processing performance of queues, including contrasting, for each Model and Predictor, the number of Offered and Accepted interactions, Accept, Handle, and Engage Time, as well as abandoned and service level metrics. | HRCXIPredictiveQStat | PredictiveRoutingPredictiveRoutingQueueStatisticsReport | |||||||||
| PEC-REP/Library/GCXIPRGLibrary/Queue | Abandon Delay Report | Use the (Queues folder) Abandon Delay Report to learn more about service quality by examining the number and percentage of interactions that were abandoned (or disconnected) while queued at a specific queue, and the percentage of abandoned interactions by service time interval. | This report gauges service quality by indicating how many interactions were abandoned (or disconnected), as well as the percentage of interactions that were abandoned, while the interactions were queued at a specific queue, and the percentage of abandoned interactions by service time interval. | HRCXIAbndnDly | QueueAbandonDelayReport | |||||||||
| PEC-REP/Library/GCXIPRGLibrary/Queue | Interaction Traffic Group Report | Use the (Queues folder) Interaction Traffic Group Report to see detailed information the efficiency of interaction handling, by queue group. | This report summarizes contact center activity as Interactions are offered to, abandoned within, and distributed from queues that belong to one or more queue group(s), including overall percentages of service level, and exceptions to service level. Mediation DN activity is rolled up to all of the groups to which the DN belongs. Counts and durations are attributed to the interval in which the interaction enters the mediation DN. Use this report to better understand the efficiency of interaction handling in each queue group, at a high level, including summaries of interactions offered, accepted, and abandoned, and the average times to accept or abandon. |
HRCXIIxnTrfficGrp | QueueInteraction Traffic Group Report | |||||||||
| PEC-REP/Library/GCXIPRGLibrary/Queue | Interaction Traffic Report | Use the (Queues folder) Interaction Traffic Report to learn more about the efficiency of individual queues. | This report provides detailed information about contact center activity as interactions are offered to, abandoned within, and distributed from queues, including overall percentages of service level by tenant, and exceptions to service level by queue. Use his report to evaluate the efficiency of queues by assessing the volume of interactions accepted in a given period, along with the average speed of answer (Avg Accept Time), maximum delays experienced before acceptance (Max Accept Time), and abandonment (Max Abandoned Waiting Time) from the perspective of the mediation DN. |
HRCXIIxnTrffic | QueueInteraction Traffic Report | |||||||||
| PEC-REP/Library/GCXIPRGLibrary/Queue | Predictive Routing Queue Statistics Report | Track KPIs for each queue when Genesys Predictive Routing (GPR) is used to optimize routing,and monitor overall interaction-processing performance of queues, including contrasting, for each Model and Predictor, the number of Offered and Accepted interactions, Accept, Handle, and Engage Time, as well as abandoned and service level metrics. | Use the Predictive Routing Queue Statistics Report to track KPIs for each queue when Genesys Predictive Routing (GPR) is used to optimize routing. The report allows you to monitor overall interaction-processing performance of queues, including contrasting, for each Model and Predictor, the number of Offered and Accepted interactions, Accept, Handle, and Engage Time, as well as abandoned and service level metrics. | HRCXIPredictiveQStat | PredictiveRoutingPredictiveRoutingQueueStatisticsReport | |||||||||
| PEC-REP/Library/GCXIPRGLibrary/Queue | Queue Outline Report | Use the (Queues folder) Queue Outline Report to see detailed information about queue performance. | This report collects data from more than forty metrics that provide detailed counts related to customer interactions and consult interactions, showing how the number of interactions/consultations that entered a particular queue or queue group break down into the various queue-related metrics that provide interaction counts. Use this report to see the interrelation of various queue-related metrics relevant to customer and consult interactions, and to understand how the metrics contribute to the sum total of all interactions that entered a queue resource. |
HRCXIQuOutln | QueueQueue Outline Report | |||||||||
| PEC-REP/Library/GCXIPRGLibrary/Queue | Queue Summary Report | Use the (Queues folder) Queue Summary Report to assess the performance of configured queues in your contact cen | This report provides detailed information about interactions that enter each queue and that are either abandoned, or distributed and handled by any routing target, such as an agent. Information is organized by Media Type, Queue, and Interaction Type, and an extensive list of call handling and disposition metrics is collected to track call acceptance, wait times, abandonment rates, handling, distribution, consultations, and other metrics. Use this report to assess the performance of configured queues, to understand what percentage of interactions in each queue were accepted within the defined service level, and to compare the performance of each queue in handling interactions. |
HRCXIQuSmry | QueueQueue Summary Report | |||||||||
| PEC-REP/Library/GCXIPRGLibrary/Queue | Speed Of Accept (hours) Report | Use the (Queues folder) Speed Of Accept (hours) Report to understand how long interactions waited in queue before being accepted. | This report provides summarized performance information about the delays that are associated with long-lasting interactions that were accepted or pulled from the specified queues, providing both percentages and number of interactions that were accepted or pulled by service time interval. This report is most useful for media types for which contact center responses are expected to be slow, such as email. The report breaks down the count of interactions placing each into one of ten time buckets according to the speed by which the interaction was accepted or pulled from the selected queue. ”Acceptance” is triggered by the first agent who creates an outbound reply—whether or not the reply was sent. The report also provides a breakdown for the percentages of interactions that were accepted/pulled in these buckets, relative to the total number of interactions accepted/pulled from the queue during the reporting interval. The first bucket is defined by a report variable (Accepted Agent ST1 - ST11) that amalgamates the 1st through 11th service time intervals. The Accepted Agent STI variable amalgamates all service time intervals. This report reflects distribution from the selected queues only. It does not reflect the time that interactions spent queued at other unselected queue resources that the interactions might have passed through before being distributed from the queue resource(s) selected in this report. |
HRCXISpdOfAccptHrs | QueueSpeed Of Accept (hours) Report | |||||||||
| PEC-REP/Library/GCXIPRGLibrary/Queue | Speed Of Accept (seconds) Report | Use the (Queues folder) Speed Of Accept (seconds) Report to understand how long interactions waited in queue before being accepted. | This report provides summarized performance information about the delays that are associated with long-lasting interactions that were accepted or pulled from the specified queue, providing both percentages and numbers of interactions that were accepted or pulled by service time interval. This report is most useful for media types for which contact center responses are expected to be fast, such as voice and chat. The report shows the number of interactions that were accepted within each of 10 time buckets, and the percentages of interactions that were accepted in these buckets relative to the total number of interactions that were accepted from the queue. The 10th bucket is defined by a report variable (Accepted Agent ST1 - ST10) that amalgamates the first through 10th service time intervals. The Accepted Agent STI variable amalgamates all service time intervals. This report reflects distribution from the selected mediation DNs only. The report does not reflect:
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HRCXISpdOfAccptScnds | QueueSpeed Of Accept (seconds) Report | |||||||||
| PEC-REP/Library/GCXIPRGLibrary/Queue | Weekly Queue Summary Dashboard | The Weekly Queue Summary Dashboard provides visualizations you can use to assess the weekly performance of configured queues, to understand what percentage of interactions in each queue were accepted within the defined service level, to detect high rates of abandonment, and to compare the performance of each queue in handling interactions. | The Weekly Queue Summary Dashboard provides visualizations you can use to assess the weekly performance of configured queues, to understand what percentage of interactions in each queue were accepted within the defined service level, to detect high rates of abandonment, and to compare the performance of each queue in handling interactions. | 9.0.019.00 | HRCXIWeeklyQSmmryDshBrdA | WeeklyQueueSummaryDashboard |