VCC Historical Reporting User's Guide

What are the VCC Historical Reports?

Virtual Contact Center (VCC) historical reports help you to monitor call activity, call volume, queue statistics, and agent statistics. All of the contact center-related data is available to customers for one year.

All VCC reports and dashboards are now available on iPhone and iPad. You can download the app from the App Store on Apple iTunes and configure the application with your Genesys login and password. You can also see any reports supported from the web portals, as well as the subscriptions.

The service level for multiple interactions are now available in the reports.

The CX Analytics dashboard provides the gateway to the VCC historical reports, which are grouped as follows:

• Queue Reports
• Agent Reports

Important

You must configure the ACD Voice page so that each call is sent only once to the ACD queue — when a call is routed from the IVR to the ACD queue more than once, none of the data that is related to the second ACD transfer is included in the historical reports.

Accessing the CX Analytics Dashboard

Click the CX Analytics tab to open the CX Analytics dashboard to provide a quick overview of the agent's daily calls.

Choosing a Dashboard Type

Click the Type drop-down box to select one of the following standard dashboards:

• Interactive Voice Response (IVR)
• Virtual Contact Center (VCC)

IVR Dashboard

The IVR Dashboard is divided into the following four sections:

1. Call Overview — This section shows the number of calls made on a given day (Today) and their average length.
2. Task Analysis — This section shows the task completion rate of the top three call tasks in the whole account for Today. The top three tasks are selected based on the number of calls.
3. Top 5 Exit Points — This section shows the top five tasks where callers hang up during the IVR process.
4. Location Insight — This section shows the location map where the calls are coming from. The size of the bubbles represent the amount of calls coming from these locations.

Note: This aggregated data does not take historical data into account as the data is only for the calls made on that day.

CX Analytics IVR Dashboard

VCC Dashboard

The VCC Dashboard is divided into the following four sections:

1. Queue Statistics — This section shows today's data in terms of the call outcome. It shows the number of calls that were answered, transferred, redirected, or abandoned.
2. Queue Activity — This section provides a quick view of today's calls in terms of the number of calls, the average talk time, and the average wait time.
3. Agent Statistics — This section provides insight into the agent's activity. It shows the number of calls missed, answered, or consulted.
4. VCC Video — This section is used by Genesys Cloud to introduce new features, so that you can get a quick product overview.

Note: This aggregated data does not take historical data into account as the data is only for the calls made on that day.

CX Analytics VCC Dashboard

Accessing the Standard Reports

Click the Standard Reports link on the bottom of the CX Analytics dashboard to access the collapsible standard reports, as shown in the clickable graphic below:

Available Standard Reports

To expand or collapse these reports, click the Standard Reports link.

Accessing the IVR and VCC Reports

Click the All Reports link on the CX Analytics dashboard to access all supported reports, as shown in the clickable graphic below:

All Reports Link

The clickable graphic below represents all of the reports that are available:

IVR and VCC Reports

After you click on a report link, a new window opens where you can add the attribute information, such as the timeframe, the start date, and the end date.

IVR and VCC Attributes

You can select a single attribute per prompt, or you can select all attributes , depending on what information is needed for the prompt.