Jdruker/UseCasesReporting
https://repository.docs.genesys.com/Draft:UseCases/Current/GenesysEngage-cloud/CE01
Contents
RealTimeReporting parameter
Genesys Pulse enables at-a-glance views of real-time contact center statistics through dashboards and wallboards.
Each Genesys Pulse report presents information within graphical widgets, which show graphs or tables that provide information about incoming voice call queues, agent groups, or individual agents. You can personalize Genesys Pulse reports based on functional, geographical, or organizational considerations.
Genesys Pulse provides templates for the most popular reports. You can use these templates to quickly add report widgets to your dashboard.
The following Pulse reports / dashboards are particularly relevant for this use case:
- Agent Group Status — Displays the current number of agents in their various interaction handling states by group.
- Agent KPIs — Displays agent key performance indicators for agent groups and individual agents within those groups.
- Agent Login — Displays agents that are logged in, what type of work they have been assigned, and their current status.
- Queue KPIs — Displays call activity associated with the interaction queues.
See Standard Report Templates for more information.
HistoricalReporting parameter
Genesys CX Insights (GCXI) provides over 100 reports and dashboards out-of-box, which you can modify as required. More than 40 of these reports contain metrics and attributes that can help you track the benefits of this use case. The reports most relevant to this use case are found in the Agents, Business Results, Detail, and Queues folders, are built on metrics and attributes that measure and filter Info Mart data based on interaction-related activities conducted by active agents, on the agent queue(s) through which customer interactions pass, and on Business Attributes attached data. In addition, reports in the Detail subfolders examine low-level interaction details, including handling attempts, flow, and transfers. For example, some of the most relevant reports include:
- Agent Summary Activity Report (Active) — Provides a breakdown of the duration of the different states that an agent can be in (Ready, Not Ready, Busy, and Other).
- Agent Performance Dashboard — Provides at-a-glance key information about agents, focusing on metrics related to handle time and agent conduct.
- Queue Outline Report — Collects data from more than forty metrics that provide detailed counts related to customer interactions and consult interactions, showing how the number of interactions/consultations that entered a particular queue or queue group break down into the various queue-related metrics that provide interaction counts.
- Interaction Volume Business Attribute Report — Helps you to understand the Business Result for interactions, to contrast that result against the Service Level and against callers' initial objective, and to understand outcomes in light of various interaction handling metrics.
- Interaction Handling Attempt Report — Summarizes segment-related details with regard to agent handling of contact center interactions.
For more information about the Genesys CX Insights reports, see Historical reporting with Genesys CX Insights.
https://repository.docs.genesys.com/Draft:UseCases/Current/GenesysEngage-cloud/CE01
RealTimeReporting parameter
JD comment: Reinstate some previous content (purple font -- highlight indicates additional edits). The list of reports is the part we can try to automate. Each report can then be linked (which will more than address the audit comment). Retain one graphic for visual interest as well as to replace 1,000 words.
Genesys Pulse enables at-a-glance views of real-time contact center statistics through dashboards and wallboards.
Genesys Pulse provides templates for the most popular reports. You can use these templates to quickly add report widgets to your dashboard.
- Agent Group Status—Displays the current number of agents in their various interaction handling states by group.
- Agent KPIs—Displays agent key performance indicators for agent groups and individual agents within those groups.
- Agent Login—Displays agents that are logged in, what type of work they have been assigned, and their current status.
- Queue KPIs—Displays call activity associated with the interaction queues.
For full information about Genesys Pulse, see Real-time Reporting with Genesys Pulse.
(2) Do all the PEC use cases specify what reports are available in PEC? If so, use these as the list for prem.
HistoricalReporting parameter
Genesys CX Insights (GCXI) provides over 100 reports and dashboards out-of-box, which you can modify as required. More than 40 of these reports contain metrics and attributes that can help you confirm measure/evaluate/track the benefits of this use case.
These reports, which are found in the Agents, Queues, and Business Attribute subfolders, are built on metrics and attributes that measure and filter Info Mart data based on interaction-related activities conducted by active agents, on the agent queue(s) through which customer interactions pass, and on Business Attributes attached data. In addition, reports in the Detail subfolders examine low-level interaction details, including handling attempts, flow, and transfers.
- Agents reports — reports in this folder are built on metrics and attributes that measure and filter Info Mart data based on interaction-related activities that are conducted by active agents. Relevant metrics are grouped depending on whether they measure measure Activity, Interaction State and Reason, or Summarized State and Reason.
- Queues reports — reports in this folder measure and filter Info Mart data based on the agent queue(s) through which customer interactions pass, and based on Business Attributes metrics and attributes.
JD note: Tony, I can see that you took the following descriptions from the original use case, which seems to have conflated reports and informal groupings of metrics/attributes. Based on the PG and UG, though, I don't see that the first two are accurate as descriptions of the metrics/attributes per se, and I don't see any metrics/attributes/report/folder entries for "Interaction Details". The original use case may have intended to refer to metrics/attributes in the Details folder, which is why I added it to the list of folders above.
- Accepted Agent examine the queue(s) through which customer interactions pass before being accepted.
- Abandoned Waiting examine the queue(s) through which customer interactions travel before being abandoned while waiting to be answered.
Interaction Details examine low-level interaction details, including handling attempts, flow, and transfers.
The following are examples of GCXI reports that are relevant for this use case:
JD note: Again, this is the part we can automate. Initial list can be Tony's best guess, with PM refining it later? Based on the "Used in" field in the metrics descriptions for some of the KPIs listed in the original use case, I'd say the following are likely candidates, but what do I know?
- Agent Summary Activity Report (Active) + shortdesc
- Agent Performance Dashboard
- Queue Outline Report
- Interaction Volume Business Attribute Report
- Interaction Handling Attempt Report
For more information about the Genesys CX Insights reports, see Historical reporting with Genesys CX Insights.