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Genesys Customer Experience Insights (CX Insights)

Information.png Note: Not all changes listed below may pertain to your deployment.

December 21, 2018 (9.0.009.00)

What's New

Genesys Task Routing reporting

  • This release adds support for reporting on Genesys Task Routing (GTR), including two new dashboards:
    • Task Volume Dashboard
    • Agent Task Dashboard
    Notes: In this release:
    • Reports in the Task Routing folder are available on request; talk to your Genesys representative about making them available for you to use.
    • Reports in this folder depend on data provided by other Genesys components, and may not be ready for you to use at this time. Check with your administrator to see if your environment is configured to run this report.”

Co-browse reporting

  • This release adds support for reporting on Co-browse sessions, including more than twenty new metrics, and two new reports:
    • Co-browse Detail Report
    • Co-browse Summary Report
    Note: In this release, the reports in the co-browse folder are available on request; talk to your Genesys representative about making them available for you to use.

Localization support

  • GCXI now supports displaying the reports and user interface in several languages in addition to US English. The following languages are supported by this release:
    • Chinese (Simplified)
    • French (Canada)
    • French (France)
    • German (Germany)
    • Italian
    • Japanese
    • Portuguese (Brazilian)
    • Russian
    • Spanish (Latin America/Mexico)
    • Turkish

New Speed of Accept report

  • A new report, Speed of Accept (Seconds), is added, which is similar to the existing Speed of Accept (Hours) report, but is more appropriate for media types for which contact center responses are expected to be fast, such as voice and chat.

Resolved Issues

  • Data is no longer double-counted in reports in scenarios where agents or queues are members of more than one group, and access restrictions are configured for all groups of which the agent or queue is the member. (GCXI-1509)

September 21, 2018 (9.0.007.03)

What's New

Email reports

  • The following new reports, in a new Email folder, support reporting on email interactions:
    • Agent Summary Activity Email Report
    • Agent Utilization Email Report
    • Interaction Volume Business Attribute Email Report

Dashboards

  • The following new Dashboards are added in the Dashboards folder:
    • Agent Performance Dashboard
    • Contact Center Dashboard
    • Queue Dashboard

Callback

  • The Callback reports now include a new metric / attribute, FORCED_DIALED, which captures information about Callback queue flushing.

Genesys Predictive Routing

  • The PR Performance Dashboard is removed from the Predictive Routing folder (it was replaced by other dashboards and reports in a previous release).

July 23, 2018 (9.0.006.01)

What's New

Initial release

This is the first release of Genesys CX Insights for Genesys PureEngage Cloud.

Genesys CX Insights provides a wealth of historical reporting capabilities, built on a MicroStrategy platform.

It includes reports and dashboards based on hundreds of unique and standardized metrics and attributes, and allows you to customize and create new reports.

To learn how to use Genesys CX Insights, including how to access, run, read, or customize historical reports, see the Genesys CX Insights page in the Reporting in the Cloud guide.

If you are an Administrator learning how to manage Genesys CX Insights user accounts, see the Genesys CX Insights User Management page.

Known Issues

  • In deployments with MicroStrategy release 10.11.1, when users select widgets on the dashboard, data appearing on other widgets does not automatically update. For example, clicking on an agent name does not focus the dashboard on that agent.
    Workaround
    1. Log in with an account that is a member of the Genesys Super Administrator group (or use the preconfigured user GenSupAdm).
    2. Run the dashboard, and select the source widget.
    3. On the source widget configuration menu (at top-right corner of the widget), choose Select Targets...
    4. On each target widget, clear the checkbox Targets'. The Target placeholder disappears from the target widget.
    5. Click Apply.
    6. On the source widget configuration menu (at top-right corner of the widget), choose Select Targets...
    7. Select each target widget. The Target placeholder appears in the target widget.
    8. Click Apply.
    9. Select File > Change Prompt Option and Save. A confirmation requester appears.
    10. Select And discard current answers, and click Confirm and Save.
  • Some reports can run more slowly than expected, and, in some cases, timeouts can occur. To resolve this issue, contact your Genesys representative. (GCXI-1595)
  • When you change the language used to display the reports to Turkish, only some objects will be localized, causing some parts of the reports to appear in English.

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This page was last modified on December 21, 2018, at 09:20.