Documentation:PSAAS:Administrator:Reporting:Public

Reporting

Important

This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Genesys Engage cloud for Administrators.

What kind of reports are available in Genesys Engage cloud?

To help you and the Team Leads who supervise your agents make informed, timely business decisions, Genesys Engage cloud offers both real-time dashboard views and historical operational performance reports. These tools are described in the Reporting in the cloud Guide.

Genesys Engage cloud reporting tools provide easy-to-read visual summaries of the activity in your contact center, including information about agent performance, queues, and detailed information about interactions.

• Current events — To see information about customer interactions that are currently taking place, you can use Genesys Pulse: Real-time reporting with Genesys Pulse
• Both Current and Historical — GVP provides both historical and up to the minute reporting on the state of your contact center: GVP reporting
• Historical information — Genesys Customer Experience Insights provides historical reporting — detailed information about what happened with customer interactions over specified time periods.
  • Historical reporting with Genesys CX Insights
  • Genesys Info Mart historical database

Both real-time and historical reports are available using Web-based technology, so you can access contact center performance data anywhere, anytime.

Real-time reporting with Pulse

Genesys Pulse provides at-a-glance views of real-time contact center statistics on dashboards within the user interface.

GVP reporting

Genesys Voice Platform has many moving parts—individual components that perform different tasks during a call. GVP reports give you a diagnostic look at your contact center's performance, by monitoring how the components perform — by themselves and with each other. The goal is to improve your contact center's efficiency.

This page discusses how you can perform the following tasks with Genesys Voice Platform reports:

• Browse the Call Detail Records (CDRs) of in-progress and completed calls, filtering for the different components that process them. You can observe how each component is performing.
• Gather statistics on events such as call arrivals, call durations, and peak call volume— then sort or filter by IVR Profile, or by GVP component.
• Observe the success and failure rates for calls, and the IVR Actions that handle them.

Historical reporting with Genesys CX Insights

Use historical reports to visualize the performance of your contact center over time (as contrasted against real-time reports, which show what is going on right now. Read more: a discussion of the difference.)

This page discusses historical reporting in Genesys CX Insights. For more information about Genesys CX Insights:

• 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.
• To learn how to manage Genesys CX Insights user accounts, see the Genesys CX Insights User Management page in this guide, which describes the steps you can take to create an account for a new user, change your password, or to change another user's password. Only Administrator users can manage credentials for other Genesys CX Insights (Historical Reporting) users, which are managed separately from other Genesys Engage cloud components.

Genesys Info Mart historical database

Genesys Info Mart is the enterprise-level Genesys application behind the historical reports in your cloud deployment. Genesys Info Mart receives interaction data from various upstream enterprise-level Genesys applications, then processes the low-level data to produce a data mart that Genesys Engage cloud uses for contact center historical reporting. Genesys CX Insights relies on Genesys Info Mart.

This page introduces the Genesys Info Mart Historical Database Reference.

How do I learn more about data behind reports?

The detailed data behind historical reports is fairly complex. If Data Export capability is available in your cloud deployment, use the following resources to learn about the dimensional model of the Genesys historical database (called the Info Mart database), from which fact and dimension data is exported.

What is Data Export?

Data Export capability periodically copies the data that is stored in the Info Mart database into local .csv files, one file per table, so that the historical reporting data is available for further import into a data warehouse. Data Export capability is available in certain Genesys Engage cloud deployments; contact your Genesys representative for more information or see the Genesys Info Mart Physical Data Model document.

Historical reporting for Genesys Designer applications

Some Genesys Designer Analytics tool data is stored in the Genesys Info Mart database for historical reporting purposes. In Genesys Designer Analytics tool, this data is displayed on the Session Detail Records dashboard (login required).

This data is stored as Session Detail Records (SDR) in Genesys Info Mart. If the Data Export feature is available in your cloud deployment, the data from the SDR_* tables is included in the export.

Genesys CX Insights also provides IVR reports based on the SDR data.