Genesys Cloud Reporting & Analytics

For immediate, at-a-glance monitoring of key indicators and metrics what should you use? - Performance Dashboards To review historical and real-time metrics for the contact center, queues, agents, interactions, what should you use? - Dynamic Views Dynamic views give you the ability to: - 1. Customize views to see only the data for the dates you need. 2. Save your current view and settings to return quickly to that data. 3. Download the data for more analysis or to share with others. 4. Activate agents, change their status, or log out agents. What capabilities does the Supervisor iOS App have? - 1. Building custom dashboards and wallboards. 2. Drilling down through multiple levels of contact center data. 3. Providing just-in-time assistance when requested by agents. 4. Locating your agents on the contact center floor using an interactive map that shows agent locations, along with key details like status and time in status. Is there a Supervisor App version for Android devices? - No, it is currently only available for iOS devices. From the perspective of Genesys Cloud reports: - a queue is a standalone entity Queue metrics and agent metrics can differ for the following reasons: - 1. An interaction spends time in multiple queues. 2. An interaction abandons before an agent handles it. 3. An agent is a member of more than one queue. A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with. What are offered interactions? - Answered, abandoned, or flow-out interactions What are flow-outs? - Interactions that enter and leave a queue without getting answered by an agent or disconnected