Genesys Interactive Insights
Also known as GI2.
- For Genesys Engage cloud customers, Genesys Interactive Insights (GI2) is deprecated as of November 20, 2020.
- For Genesys Engage on-premises customers, GI2 8.5 entered End of Life (EOL) on January 25, 2019 and End of Maintenance on July 28, 2020, and reaches End of Support on January 24, 2021.
Genesys CX Insights (GCXI) replaces GI2 as the 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. If you have questions, contact your account representative.
Glossary
Genesys CX Insights
Genesys Customer Experience Insights (Genesys CX Insights or sometimes GCXI) provides a presentation layer that extracts data from the Genesys Info Mart database, and presents it in readable historical reports to enable business and contact center managers to make better business decisions for streamlining operations, reducing costs, and providing better services.
Genesys CX Insights has replaced Genesys Interactive Insights (GI2) as the historical reporting presentation layer. See also Genesys Info Mart and Reporting and Analytics Aggregates (RAA).
Glossary
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| − | = Historical Reporting with Genesys CX Insights = | + | =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. Learn more about the the difference [[Documentation:PSAAS:Administrator:Reporting|here]]. | |
| − | + | This document provides information about the available ready-to-use historical reports in Genesys Customer Experience Insights ({{Glossaryterm|term=Genesys CX Insights|text=GCXI or Genesys CX Insights}}), and explains how to get started using Genesys CX Insights historical reports. For detailed information, '''see the links at the bottom of this page''', or go straight to a [[HRCXIIncludedReports|complete list]] of available reports. | |
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| − | This document provides information about the available ready-to-use historical reports in Genesys Customer Experience Insights ({{Glossaryterm|term=Genesys CX Insights|text=GCXI or Genesys CX Insights}}), and explains how to get started using Genesys CX Insights historical reports. | ||
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| − | [[ | ||
| + | {{NoteFormat|Depending on the release of Genesys PureEngage Cloud that you are using, historical reporting is available through ''either'' the Genesys Interactive Insights interface, or through Genesys CX Insights. If you are not sure which historical reporting tool you have, contact your Genesys representative, or launch historical reporting from the Genesys Portal by clicking '''Reporting'''. For information about Genesys Interactive Insights ({{Glossaryterm|term=Genesys Interactive Insights|text=GI2}}), see [[Documentation:PSAAS:RPRT:HRReports|Historical reporting with Genesys Interactive Insights.]]}} | ||
| + | ==Learn more about Genesys CX Insights== | ||
| + | In this document, you can find information about the following topics: | ||
| + | *To learn more about how to navigate in Genesys CX Insights, and how to generate reports, see [[HRCXIGetStarted|How do I access historical reports?]] | ||
| + | *To learn more about how to read and understand historical reports, see [[HRCXIReadReports|How do CX Insights reports explain what is happening in my contact center?]] | ||
| + | *To learn how to customize the reports, see [[HRCXICustomizingReports|Can I customize CX Insights reports?]] | ||
| + | <!--*To learn how to schedule automatic delivery of reports, see [[HRCXICustomizingReports|How do I schedule reports to run on a regular basis?]]--> | ||
| + | *For a complete list of the historical reports that are available out of the box, see a [[HRCXIIncludedReports|What historical reports are available in Genesys PureEngage Cloud (CX Insights)?]] | ||
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[[Category:V:PSAAS:Public]] | [[Category:V:PSAAS:Public]] | ||
Revision as of 18:17, July 23, 2018
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. Learn more about the the difference here.
This document provides information about the available ready-to-use historical reports in Genesys Customer Experience Insights (GCXI or Genesys CX Insights), and explains how to get started using Genesys CX Insights historical reports. For detailed information, see the links at the bottom of this page, or go straight to a complete list of available reports.
Learn more about Genesys CX Insights
In this document, you can find information about the following topics:
- To learn more about how to navigate in Genesys CX Insights, and how to generate reports, see How do I access historical reports?
- To learn more about how to read and understand historical reports, see How do CX Insights reports explain what is happening in my contact center?
- To learn how to customize the reports, see Can I customize CX Insights reports?
- For a complete list of the historical reports that are available out of the box, see a What historical reports are available in Genesys PureEngage Cloud (CX Insights)?