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Report Templates

Pulse includes templates for the most popular reports. You can use these templates to quickly add report widgets to your dashboard. Here is an overview of reports that may be included. You will also find links to statistic definitions for each report type.

Agent reports

See Agent statistic definitions.

Agent Group Status

Agents are provided logins or devices and are assigned to media that match their skills. With this report, the supervisor can ensure the agents are logged in where they should be and managing the media for which they are responsible.
Objects: Agent Groups, Place Groups.

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Agent KPI

Agents manage many transactions and states in addition or related to answered calls. Viewing all the data in a single report provides the supervisor with an understanding of agent's performance as a function of first call resolution.
Objects: Agent, Agent Place, Agent Groups, Place Groups.

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Agent Login

This report provides a quick analysis indicating some kind of action and provides the primary view used to determine if the contact center is meeting criteria or level of service that customers expect.
Objects: Agent.

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IWD Agent Activity

This report presents agent or agent group activity as it relates to the processing iWD work items type contacts.
Objects: Agent Place, Agent, Agent Group, Place Group.

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IWD Queue Activity

This queue report provides an overview of current or near real-time activity associated with the iWD queues.
Objects: Staging Area.

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Campaign reports

See Campaign statistic definitions.

Important
Callback templates are not supported by Genesys Pulse and only available for customization through Genesys Professional Services.

Campaign Activity

This report allows you to monitor the activity associated with outbound campaigns.
Objects: Calling List, Campaign.

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Campaign Callback Status

This report presents information related to campaign initiated callbacks.
Objects: Calling List, Campaign, Campaign Calling List.

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Campaign Group Activity

This report allows you to monitor the activity associated with outbound Campaign Groups.
Objects: Campaign Group.

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Campaign Group Status

This report allows you to monitor the current state and duration associated with outbound campaign group activity. Allowed
Objects: Campaign Group.

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eServices reports

See eServices statistic definitions.

Chat Agent Activity

This report presents agent or agent group activity as it relates to the processing of chat contacts.
Objects: Agent, Agent Place, Agent Group, Place Group.

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Chat Queue Activity

This report allows you to monitor Chat Queue Group activity.
Objects: Queue Group, Queue.

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Email Agent Activity

This report presents agent or agent group activity as it relates to the processing of Email type contacts.
Objects: Agent Place, Agent, Agent Group, Place Group.

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Email Queue Activity

This queue report presents an overview of current or near real-time activity in the individual email queues.
Objects: Staging Area.

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eServices Agent Activity

This report allows you to monitor agent group KPIs related to eServices (chat, email, SM) media and determine behavior problems that need to be addressed.
Objects: Agent Place, Agent, Agent Group, Place Group.

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eServices Queue KPIs

This queue report presents an overview of current or near real-time activity for eServices channels. Allowed Objects: Staging Area.

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Facebook Media Activity

This report presents agent or agent group activity as it relates to the processing of social media interactions.
Objects: Agent, Agent Place, Agent Group, Place Group.

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Twitter Media Activity

This report presents agent or agent group activity as it relates to the processing of social media interactions.
Objects: Agent, Agent Place, Agent Group, Place Group.

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Queue reports

See Queue statistic definitions.

Callback Activity

This report provides call activity statistics associated with the queues.
Objects: Queue.

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Queue KPIs

This reports presents a representation of all the agents assigned to a group and their current states, which provides supervisors a quick look at available staff and an at-a-glance view of their current states.
Objects: Queue Group, Queue, Route Point.

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Queue Overflow Reason

This reports presents reasons why calls were cleared from queues.
Objects: Queue Group, Queue, Route Point.

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This page was last modified on October 23, 2018, at 05:06.