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
Contents
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.
Changing the language used in the reports
Before you can select a language, an administrator must enable it on the server. Talk to your administrator to find out what language is available for your use. Changes described in this procedure apply only to your own sessions, not to other users.
Use the following steps to change the language used in the GUI and reports.
- Log in to Genesys CX Insights.
- Click the drop-down menu next to your user name, and select Preferences.
- On the User Preferences > General page:
- Change the language used in the GUI: In the Language section, select a language from the list.
- Change the language used in the reports: Click Show advanced options, from the Metadata list, select a language.
- Scroll to the bottom of the page, and click Apply.
- Use the browser's back arrow, or click in the breadcrumbs, to continue.
Supported languages
Genesys CX Insights provides support to translate (localize) the GUI and Genesys CX Insights reports into the the languages listed in the following tables:
- Language support for the Genesys CX Insights project
- Language support for the Genesys CX Insights for iWD project
| Language | LANGS variable |
|---|---|
| Arabic | ar-SA |
| Chinese (simplified) | zh-CN |
| Dutch | nl-NL |
| French (Canada) | fr-CA |
| French (France) | fr-FR |
| German (Germany) | de-DE |
| Italian | it-IT |
| Japanese | ja-JP |
| Korean | ko-KR |
| Polish | pl-PL |
| Portuguese (Brazilian) | pt-BR |
| Russian | ru-RU |
| Spanish (Latin American) | es-419 |
| Turkish | tr-TR |
| Language | LANGS variable value |
|---|---|
| Chinese (People's Republic of China) | zh-CN |
| German (Germany) | de-DE |
| French (Canada) | fr-CA |
| French (France) | fr-FR |
| Japanese (Japan) | ja-JP |
| Portuguese (Brazil) | pt-BR |
| Russian (Russia) | ru-RU |
| Spanish (Mexico) | es-MX |
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 Engage cloud (CX Insights)?