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| Page | reportName | shortDesc | longDesc | cloud | premise | project | notproject | displaysInFolder | compatibleWith | introduced | modified | discontinued | reportPage | anchor |
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| Draft: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 | |||||||||
| Draft: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 | |||||||||
| Draft: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 | |||||||||
| Draft: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 | |||||||||
| Draft: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 | ||||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Conduct Report | Use this report to contrast agent interaction handling performance against the agent group performance, based on various metrics, including Accepted/Rejected, Responses, and Handle Time, Hold Time, Wrap Time, and whether a Consult was initiated. | Use this report to contrast agent interaction handling performance against the agent group performance, based on various metrics, including Accepted/Rejected, Responses, and Handle Time, Hold Time, Wrap Time, and whether a Consult was initiated. | yes | yes | yes | HRCXIAgentConduct | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Details Activity Report | Use this report to view a chronological breakdown of agent activities, including times and duration of login sessions and status of agent devices / DNs, and relevant interaction states. | Use this report to view a chronological breakdown of agent activities, including times and duration of login sessions and status of agent devices / DNs, and relevant interaction states. | yes | yes | yes | HRCXIAgentDtlsA | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Group Business Attribute Report | Use this report to contrast agent group interaction handling activities against the revenue generated, based on Business Result, Customer Segment, and Service Type for each media type and interaction type. This report is stored in the Details folder. | Use this report to contrast agent group interaction handling activities against the revenue generated, based on Business Result, Customer Segment, and Service Type for each media type and interaction type. This report is stored in the Details folder. | yes | yes | yes | HRCXIAgentGrpBusAtr | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Group Interaction Handling Report | Use this report to monitor the interaction processing performance of groups of agents over specific day ranges. The report displays information about Handle Time, Engage Time, Wrap Time, and various transfer initiation and acceptance metrics. | Use this report to monitor the interaction processing performance of groups of agents over specific day ranges. The report displays information about Handle Time, Engage Time, Wrap Time, and various transfer initiation and acceptance metrics. | yes | yes | yes | HRCXIAgentGrpIxnHndlng | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Group Membership Details Report | Use this report to generate a detailed view of how agents are distributed among Agent Groups, including information about when each Agent entered and exited each group. | Use this report to generate a detailed view of how agents are distributed among Agent Groups, including information about when each Agent entered and exited each group. | yes | yes | yes | 9.0.010.04 | HRCXIAgentGrpMbrshpReportA | ||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Group Queue Business Attribute Report | Use this report to understand agent-activity results categorized by a wide range of attributes, including Agent Group, Business Result, Customer Segment, Interaction Type, Media Type, Queue, and Service Type. | Use this report to understand agent-activity results categorized by a wide range of attributes, including Agent Group, Business Result, Customer Segment, Interaction Type, Media Type, Queue, and Service Type. | yes | yes | yes | 9.0.007.03 | HRCXIAgentGrpQueBusAtr | ||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Interaction Hierarchy Report | Use this report to understand the hierarchy of interactions that were offered to agents, including the nature of the accepted interactions and responses (whether interactions were threaded, logical, or base). | Use this report to understand the hierarchy of interactions that were offered to agents, including the nature of the accepted interactions and responses (whether interactions were threaded, logical, or base). | yes | yes | yes | 9.0.007.03 | HRCXIAgentIxnHrchy | ||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Interval Based Report Report | Use this report to view key performance indicators related to the agents, and thereby assess agent productivity. | Use this report to view key performance indicators related to the agents, and thereby assess agent productivity. | yes | yes | yes | HRCXIAgentIntrvlBsd | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Login-Logout Details Report | Use this report to review the times when agents logged in and out and the duration of each login session during a range of hours that you specify within a day. The report is stored within the Details folder. | Use this report to review the times when agents logged in and out and the duration of each login session during a range of hours that you specify within a day. The report is stored within the Details folder. | yes | yes | yes | HRCXIAgentLginLgoutA | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Not Ready Reason Code Report | Use this report to monitor the counts, durations, and percentages of calls that are made and received by an agent, while that agent’s state is NotReady, during a range of hours that you specify within a particular day. | Use this report to monitor the counts, durations, and percentages of calls that are made and received by an agent, while that agent’s state is NotReady, during a range of hours that you specify within a particular day. | yes | yes | yes | HRCXIAgentNtRdyRsnCd | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Not Ready Report | Use this report to understand the reasons given for the time agents spent in a NotReady state. | Use this report to understand the reasons given for the time agents spent in a NotReady state. | yes | yes | yes | HRCXIAgentNtRdy | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Omnichannel Activity Report | This report provides a breakdown of the duration of the different states that an agent can be in (Ready, Not Ready, Busy, and Other), across all media channels, fully accounting for the agent's interaction time (time spent handling interactions). | This report provides a breakdown of the duration of the different states that an agent can be in (Ready, Not Ready, Busy, and Other), across all media channels, fully accounting for the agent's interaction time (time spent handling interactions). | yes | yes | yes | 9.0.010.04 | HRCXIAgentOmniAct | ||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Queue Report | Use this report to understand agent interaction-processing on a queue-by-queue basis, based on Engage, Hold, and Wrap times and percentages. | Use this report to understand agent interaction-processing on a queue-by-queue basis, based on Engage, Hold, and Wrap times and percentages. | yes | yes | yes | HRCXIAgentQueue | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Social Engagement Report | Use this report to view, for each agent and day, detailed information about average social media scores in each configured standard response, or category. The report includes averaged Sentiment, Influence, and Actionability scores. | Use this report to view, for each agent and day, detailed information about average social media scores in each configured standard response, or category. The report includes averaged Sentiment, Influence, and Actionability scores. | yes | yes | yes | HRCXIAgentSclEngagmnt | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent State Details Report | Use this report for monitoring an agent's noncall-related activities, especially under those circumstances in which the agent is paid by the minute. The report is stored in the Details folder. | Use this report for monitoring an agent's noncall-related activities, especially under those circumstances in which the agent is paid by the minute. The report is stored in the Details folder. | yes | yes | yes | HRCXIAgentStateA | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Summary Activity Report (Active) | Use this report to understand how much of agents' total active time was spent in each state, broken down by media type. The report breaks down agent time based on both the Active Time (the amount of active time) and the % Active Time (the percentage of active time) in each state. | Use this report to understand how much of agents' total active time was spent in each state, broken down by media type. The report breaks down agent time based on both the Active Time (the amount of active time) and the % Active Time (the percentage of active time) in each state. | yes | yes | yes | HRCXIAgentSmryActvtyActv | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Summary Activity Report (Interaction) | Use this report to understand how much of agents' interaction time was spent in each state, broken down by media type. | Use this report to understand how much of agents' interaction time was spent in each state, broken down by media type. | yes | yes | yes | HRCXIAgentSmryActvtyIxn | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Utilization Report | Use this report to understand how agents perform on a daily basis by analyzing interaction volumes, call times, and consult data. | Use this report to understand how agents perform on a daily basis by analyzing interaction volumes, call times, and consult data. | yes | yes | yes | HRCXIAgentUtilization | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Wrap Report | Use this report to monitor the after-call work (wrap) call-related activities that agents (or agent groups) perform after processing calls. | Use this report to monitor the after-call work (wrap) call-related activities that agents (or agent groups) perform after processing calls. | yes | yes | yes | HRCXIAgentWrap | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Predictive Routing Agent Occupancy | Use the Agent Occupancy Dashboard to see detailed information about the impact on contact center efficiency of enabling Genesys Predictive Routing (GPR). | Use the Agent Occupancy Dashboard to see detailed information about the impact on contact center efficiency of enabling Genesys Predictive Routing (GPR). | HRCXIGPRAgntOcpncy | PredictiveRoutingPredictiveRoutingAgentOccupancy | |||||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Weekly Agent Group Performance Dashboard | Visualizations that illustrate weekly interaction handling at the group level. | Visualizations that illustrate weekly interaction handling at the group level. | 9.0.019.00 | HRCXIWeeklyAgntGrpPrfDshBrdA | AgentWeeklyAgentGroupPerformanceDashboard | ||||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Weekly Agent Group Utilization Dashboard | Explore how much of agent total active time was spent in each state, which can help you understand how agents are using their time over the course of a week. | Explore how much of agent total active time was spent in each state, which can help you understand how agents are using their time over the course of a week. | 9.0.019.00 | HRCXIWeeklyAgntGrpUtlztnDshBrdA | AgentWeeklyAgentGroupUtilizationDashboard | ||||||||
| PEC-REP/Library/GCXIPRGLibrary/BillingData | Inbound Voice User report | View information about Named and Concurrent Users Count usage. | Detailed information about the Named and Concurrent Users Count usage during the selected period. You can drill on the Named User metric to see the discrete users associated with the count. | 100.0.023.0000 | HRCXIInbndVce | BDSInboundVoiceUserreport | ||||||||
| PEC-REP/Library/GCXIPRGLibrary/BillingData | IVR Usage report | View information about Genesys Voice Platform (GVP) usage, as represented by daily and monthly totals of IVR Minutes and IVR Ports. | View information about Genesys Voice Platform (GVP) usage, as represented by daily and monthly totals of IVR Minutes and IVR Ports. This report is available in two versions: Daily and Monthly. If you have enabled the BDS metrics for GVP minutes or ports (gvp_minutes and gvp_ports), these reports provide summary information about Designer usage details tied to these metrics, over the indicated time period. | 100.0.023.0000 | HRCXIIVRUsage | BDSIVRUsagereport | ||||||||
| PEC-REP/Library/GCXIPRGLibrary/Business Attribute | Business Metrics Executive Report | This report helps you assess how well service levels are being met, based on business result, customer segment, and service type, and to gauge service level within the perspective of the total number of offered interactions. | This report highlights exceptions to service level by business result, customer segment, and service type for those interactions that have defined a baseline service objective that is greater than zero (0). Use this report to monitor contact center performance, particularly if you are outside of the immediate contact center, and to gauge service level within the perspective of the total number of interactions that were offered to resources, by day. | yes | 9.0.007.03 | HRCXIBusMtrExec | BusinessMetricsExecutiveReport | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Business Attribute | Customer Perspective Report | Use this report to understand such key indicators as how much time elapsed before customers were connected to agents or received responses, how satisfied customers were with their transactions, and how much money they spent. | This report summarizes contact center milestones from a customer perspective, providing the average response times, revenue and customers satisfaction scores, and various service level percentages of interactions that enter or begin with the contact center. This report also provides such summary values as the average revenues generated by each customer segment, by media type, and to evaluate the average customer satisfaction scores. Attributes applied to these metrics include customer segment, service type, and media type. | yes | 9.0.007.03 | HRCXICustPersp | CustomerPerspectiveReport | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Business Attribute | Interaction Volume Business Attribute Report | Use this report to understand the Business Result for interactions, to contrast that result against the Service Level and against callers' initial objective, and to understand outcomes in light of various interaction handling metrics. | This report provides detailed information about how interactions that enter the contact center are categorized into the business-result attributes that are configured in your environment, including analysis (based on the Entered with Objective metric) of the service level within the perspective of the total number of interactions that are offered to resources by day over the reporting interval. If the business-result classification changes during an interaction, Genesys Info Mart attributes the business result that is in effect when interaction handling ends to the business result that is attached to the interaction. More accurately, the business result that is associated with the interaction at the end of the segment with the first handling resource is attached to the interaction. If the interaction does not reach a handling resource, the last associated business result is attached to the interaction. Percentages that yield zero (0) values indicate either 0 duration or 0 count. So, for example, % Abandoned Waiting could signify either that no interactions of this business result were abandoned, or that no interactions of this business result entered the contact center at all. All of the metrics in this report are disposition metrics, which means that interaction total counts are attributed to the interval in which the interaction arrives, and only when interaction processing is complete. Genesys supports customization of the % First Response Time Service Level metric to align its definition with your business. |
yes | 9.0.007.03 | HRCXIIxnVolBusAtr | InteractionVolumeBusinessAttributeReport | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Business Attribute | Predictive Routing - Model Efficiency | Use the Model Efficiency Dashboard to see detailed information about the impact on contact center efficiency of enabling Genesys Predictive Routing (GPR), and compare the effectiveness of various GPR prediction models. | Use the Model Efficiency Dashboard to see detailed information about the impact on contact center efficiency of enabling Genesys Predictive Routing (GPR), and compare the effectiveness of various GPR prediction models. | HRCXIGPRMdlEfcncy | PredictiveRoutingPredictiveRoutingModel Efficiency | |||||||||
| PEC-REP/Library/GCXIPRGLibrary/Business Attribute | Predictive Routing Operational Report | Use the Predictive Routing Operational Report to track key Genesys Predictive Routing (GPR) operational statistics, including the number of interactions offered and accepted, and metrics that indicate how long interactions waited to be scored, and how long they waited in queue. | Use the Predictive Routing Operational Report to track key Genesys Predictive Routing (GPR) operational statistics, including the number of interactions offered and accepted, and metrics that indicate how long interactions waited to be scored, and how long they waited in queue. | HRCXIPredictiveOprtnl | PredictiveRoutingPredictiveRoutingOperationalReport | |||||||||
| PEC-REP/Library/GCXIPRGLibrary/Business Attribute | Weekly Business Attribute Report | Provides detailed information and visualizations illustrating how interactions that enter the contact center are categorized into the business-result attributes that are configured in your environment. | Provides detailed information and visualizations illustrating how interactions that enter the contact center are categorized into the business-result attributes that are configured in your environment. | yes | 9.x | HRCXIWeeklyBusAttrDshBrdA | WeeklyBusinessAttributeDashboard | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Callback | Callback Details Report | Use the (Callback folder) Callback Details Report to understand overall callback success rates in your contact center. It shows detailed information about the number and percentage of offered callbacks that were successful, versus how many were declined, canceled, or abandoned. | This report provides detailed information about callbacks that were processed by the contact center, allowing you to analyse callback performance based on nearly 30 metrics. Use this report to view a detailed picture of how Callback is used in your contact center, including information about the volume of callback calls, success rates, resulting savings, and customer wait times. | HRCXICallbackDetail | CallbackCallbackSummary | |||||||||
| PEC-REP/Library/GCXIPRGLibrary/Callback | Callback Summary Report | Use the (Callback folder) Callback Summary Report to understand overall callback success rates in your contact center. It shows, at a glance, the number and percentage of offered callbacks that were successful, versus how many were declined, canceled, or abandoned. | This report provides detailed information about callbacks that were processed by the contact center, allowing you to analyse callback performance based on nearly thirty metrics, including:
Use this report to view a comprehensive picture of how Callback is used in your contact center, including detailed information about the volume of callback calls, success rates, resulting savings, and customer wait times. |
HRCXICallbackSummary | CallbackCallbackSummary | |||||||||
| PEC-REP/Library/GCXIPRGLibrary/Chat | Async Interactions Report | Use the (Chat folder) Async Interactions Report to learn more about the number and percentage of Chat interactions that are initiated by customers outside of regular business hours. | Use the (Chat folder) Async Interactions Report to learn more about the number and percentage of Chat interactions that are initiated by customers outside of regular business hours. | no | HRCXIAsyncIxns | ChatAsyncIxns | ||||||||
| PEC-REP/Library/GCXIPRGLibrary/Chat | Asynchronous Chat Dashboard | Use the (Chat folder) Chat Engagement Report to learn more about the number of chat engagements agents had, and the duration of each. Sessions can contain more than one engagement; each engagement represents an agent's participation in that part of a session. | This report shows statistics about the number and duration of chat engagements, as well as a comparison of the total time required to handle each one to the amount of time the agent spent focused on the engagement. | no | HRCXIASyncChatDshBrd | ChatAsynchronousChatDashboard | ||||||||
| PEC-REP/Library/GCXIPRGLibrary/Chat | Chat Engagement Report | Use the (Chat folder) Chat Engagement Report to learn more about the number of chat engagements agents had, and the duration of each. Sessions can contain more than one engagement; each engagement represents an agent's participation in that part of a session. | This report shows statistics about the number and duration of chat engagements, as well as a comparison of the total time required to handle each one to the amount of time the agent spent focused on the engagement. | HRCXIChatEngmnt | ChatChatEngagementReport | |||||||||
| PEC-REP/Library/GCXIPRGLibrary/Chat | Chat Message Statistics Report | Use the (Chat folder) Chat Message Statistics Report to learn more about how chat is used in the contact center. | This report provides detailed information about the number and duration of chat messages exchanged between customers and agents. | HRCXIChatMsgStat | ChatChatMessageStatisticsReport | |||||||||
| PEC-REP/Library/GCXIPRGLibrary/Chat | Chat Session Report | Use the (Chat folder) Chat Session Report to learn more about the volume of chat sessions handled in your contact center within a specific time period, including details about the number of messages within chat sessions, and about how often chat sessions were missed or transferred. | This report shows statistics about the number of chat sessions handled, and session durations, as well as the number and percentage of chat sessions that were missed or transferred, and the number of chat messages within the chat sessions. | HRCXIChatSssn | ChatChatSessionReport | |||||||||
| PEC-REP/Library/GCXIPRGLibrary/Chat | Chat Termination Report | Use the (Chat folder) Chat Termination Report to learn more about how chat calls terminated. | This report shows statistics about how interactions were terminated; whether by the client, by the agent, due to inactivity, or for some other reason. | no | HRCXIChatTrmtn | ChatChatTerminationReport | ||||||||
| PEC-REP/Library/GCXIPRGLibrary/Chat | Chat Thread Report | Learn about the number and duration of chat threads, sessions, and engagements, as well as the number of messages in the threads, and information about handle and response times. | Use the (Chat folder) Chat Thread Report to view detailed information about the number and duration of chat threads, sessions, and engagements, as well as the number of messages in the threads, and information about handle and response times. A session is defined as a single interaction or chat conversation (which can contain more than one engagement by any given agent), and a thread is a series of sessions related by a common thread ID. | no | HRCXIChatThread | ChatChatThreadReport | ||||||||
| PEC-REP/Library/GCXIPRGLibrary/Chat | Interactions Acceptance Dashboard | Use the (Chat folder) Interactions Acceptance Dashboard to understand how long it takes for agents to accept customer interactions, and to identify what percentage of interactions are accepted promptly, or with some delay. | Use the (Chat folder) Interactions Acceptance Dashboard to understand how long it takes for agents to accept customer interactions, and to identify what percentage of interactions are accepted promptly, or with some delay. | 9.0.013.02 | HRCXIIxnAccptncDshBrd | ChatInteractionsAcceptanceDashboard | ||||||||
| PEC-REP/Library/GCXIPRGLibrary/Chat | Interactions Acceptance Report | Use the (Chat folder) Interactions Acceptance Report to view statistics about the acceptance of interactions by agents, including the amount of time it took for agents to accept interactions, and the number and percentage of interactions that were accepted quickly, or with a delay. | Use the (Chat folder) Interactions Acceptance Report to view statistics about the acceptance of interactions by agents, including the amount of time it took for agents to accept interactions, and the number and percentage of interactions that were accepted quickly, or with a delay. | 9.0.013.02 | HRCXIIxnAccptnc | ChatInteractionsAcceptanceReport | ||||||||
| PEC-REP/Library/GCXIPRGLibrary/Chat | Pre-Agent Termination Report | Use the (Chat folder) Pre-Agent Termination Report to learn more about calls that terminated without connecting to an agent. | This report shows statistics for interactions that were terminated before connecting to an agent, including:
Use this report to understand the circumstances that led to pre-agent termination of interactions. |
HRCXIPreAgntTrmtn | ChatPreAgentTerminationReport | |||||||||
| PEC-REP/Library/GCXIPRGLibrary/Chat Bot | Bot Dashboard | The Bot Dashboard provides a dashboard-style summary that you can use to evaluate the impact of Chat Bot, including visualizations of session and message volumes, and breaks down sessions based on whether bots, agents, or both, were involved. | The Bot Dashboard provides a dashboard-style summary that you can use to evaluate the impact of Chat Bot, including visualizations of session and message volumes, and breaks down sessions based on whether bots, agents, or both, were involved. The dashboard report organizes data on the following tabs:
Note that the term 'dashboard' is used interchangeably with the term 'dossier’. Dashboards / dossiers provide an interactive, intuitive data visualization, summarizing key business indicators (KPIs). You can change how you view the data by using interactive features such as selectors, grouping, widgets, and visualizations, and explore data using multiple paths, though text, data filtering, and layers of organization |
no | HRCXIBotDashboard | ChatBotBotDashboard | ||||||||
| PEC-REP/Library/GCXIPRGLibrary/Co-browse | Co-browse Detail Report | Use this report to view segment-related details pertaining to agent handling of contact center interactions that include Co-browse sessions. The report provides detailed information about Co-browse sessions, including durations, browsing modes, and pages visited. | This report provides detailed information about Co-browse sessions, on an agent-by-agent bases, including Interaction durations, Co-browse session durations, Co-browse modes, and details about the pages visited. | HRCXICoBrwsDetail | CobrowseCobrowseDetailReport | |||||||||
| PEC-REP/Library/GCXIPRGLibrary/Co-browse | Co-browse Summary Report | Use this report to learn how each agent handles interactions involving Co-browse sessions, by contrasting Co-browse session counts, session durations, and the percentage of interactions that include Co-browse. | This report provides a summary view of Co-browse session volumes, by agent, including interaction volumes, the number and percentage of interactions that included Co-browse sessions, handle times, and other key metrics. | HRCXICoBrwsSmry | CobrowseCobrowseSummaryReport |