CX Contact Analytics

Important

The content of this document has been moved and is no longer being updated in this location.
For the latest content and most recent updates, see the CX Contact Help on the Genesys Multicloud site.

CX Contact (CXC) Analytics is a powerful tool that enables you to obtain an extensive and detailed understanding about CX Contact processes. With a series of different dashboards, CX Contact Analytics offers a variety of visualizations and in-depth reporting panels that highlight specific aspects of Jobs, Calls, SMS/Emails, Campaigns and so on.

Key Features

Almost Real-Time Reporting - As soon as an event occurs, CXC Analytics can start to use the resulting data to build reports.
Custom Time Period - Data extraction that enables you to view how processes are performing over time.
Advanced Filtering Options - Enables you to pinpoint specific data.

Design your Dashboard

Configure a Dashboard - Provides details about how to design the dashboard to generate the data you want.
Configure a Dashboard Row - Provides details about how to organize and set up the dashboard row.
Create an Analytics Dashboard Panel - Provides details about how to add and configure a dashboard panel.

Use the following options in the Analytics tab to create custom dashboard views.

Dashboard Icon	Name	Description
	Outbound Schedules Dashboard	Contains data about a Schedule's status and its results.
	Job Record	Contains data about a Job's status and its results.
	Device Import Detail Records	Contains data about Device Import Detail Record results.
	Preloading Record	Contains data about numbers that were removed from one or more Call Lists.
	Campaign Group Event Record	Contains data about the status of a Campaign group.
	Call Result Record	Contains data about call attempts.
	Contact History Record	Contains statistical and contact data about call attempts.
	SMS/EMAIL Record	Contains data about SMS/EMAIL events.
	User Actions	Contains data about user events (that is, who did what and exactly when).