Genesys Customer Experience Insights (CX Insights)

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

• September 21, 2018 (9.0.007.03)
• July 23, 2018 (9.0.006.01)
• Known Issues

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 release10.11.1, 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.

• 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, data might be double-counted in reports.