Genesys Interactive Insights
Also known as GI2. A presentation layer that extracts data from the Genesys Info Mart database, and presents it in readable reports to enable business and contact center managers to make better business decisions for streamlining operations, reducing costs, and providing better services.
For Genesys Cloud customers, depending on the release of Genesys Cloud that you are using, historical reporting is available through either the Genesys Interactive Insights (GI2) interface, or through Genesys CX Insights.
Historical and Real-Time Reporting
Genesys Callback reports callback metrics through UserEvents. You can enable this feature in your callback service. When enabled, GMS sends the UserEvents to the configured DN. You can then configure your reporting tools to listen to the User Events for this DN and report on callback details.
Enable reporting for Callback
Edit your callback service in Callback and Mobile Engagement > Configured Services, and expand the Reporting section:
- Set the _rep_userevent_enable option to true to enable reporting.
- Set the _rep_userevent_dn option to the Extension DN that you created previously, used as the destination DN of the reporting events.
- Set the _rep_userevent_switch option to the Switch name where you created this DN. This is the SIP Switch used to report the events.
In this scenario, the Callback records have their final flag set to false for all failed ORS sessions, then, they are resubmitted. Regular ICON interactions records reflect reality. If two dial attempts were made before ORS failed, two outbound records could be linked to the original callback record with their final flag set to false. Callback may be accepted twice – once when it was really accepted and placed into queue and then, a second time when it was resubmitted.
So the total number of accepted callbacks on virtual queues may be incorrect, although the current number of callbacks sitting in the virtual queue would be accurate.
Historical reports provide detailed information about Callback activity in your contact center. Your environment provides historical reports through the Genesys Interactive Insights (GI2) interface. For more information about Callback reports, see Genesys Interactive Insights Callback reports