Genesys Cloud - Main

I am constantly being asked how to "pull a report for several queues or agents, for an extended duration, at 30-minute intervals." Here is the solution: 

1. Open the Queue/Agent Performance View
2. Filter to all Queues/Agents you want to report on (even if that is "all of them").
3. Use the "View as Group" option
4. Set your date/date range at the top of the view; max 30 days for this to work. 
5. When exporting...
   1. set your granularity to 30 minutes
   2. Expand Formatting; check the box for "split filters." 
6. Click Export.

------------------------------
Shelby Cronk
------------------------------

For organizations that only care about Queue-related information, I get asked often how to "only see queue-data in Agent view": 

1. Open Agent Performance View; apply appropriate filters
2. Use Toggle Filters panel in top right; scroll all the way to the bottom and UNcheck the "No" box under ACD

Hey Shelby. Thanks for the great tips!

By unchecking ACD, are you just removing outbound calls initiated on behalf of the agent rather than the queue? 

For organizations that only care about Queue-related information, I get asked often how to "only see queue-data in Agent view": 

1. Open Agent Performance View; apply appropriate filters
2. Use Toggle Filters panel in top right; scroll all the way to the bottom and UNcheck the "No" box under ACD

Hey Shelby. Thanks for the great tips!

By unchecking ACD, are you just removing outbound calls initiated on behalf of the agent rather than the queue? 

For organizations that only care about Queue-related information, I get asked often how to "only see queue-data in Agent view": 

1. Open Agent Performance View; apply appropriate filters
2. Use Toggle Filters panel in top right; scroll all the way to the bottom and UNcheck the "No" box under ACD

We are quite new to Genesys cloud, and I am looking forward see all the tips and tricks that everyone will be sharing so i can learn from it. 

There is this one trick that is making our workforce planning team and frontline leaders' life so much easier when it comes to agent performance or agent status reporting. 

and that is "Using the filter" option. If you have got a request to run agent performance or status report for any particular team whether it's for just team manager or multiple leaders:

1. Open the Agent performance/ agent status report
2. Use the filter and search of the reporting leader name and it will show that person's name twice one as a user, another as "Reports to"
3. 
4. Click on 2nd row where it shows leader's name as "reports to"
5. you will have a filtered report for all the agents that are reporting to that team leader only. 
6. This saves so much time as you don't need to select agent's name one by one to make sure you are running the report for one particular team only. 

Navjot - this is interesting, we get to the same result by adding people to groups and naming the groups by leader.  I like you way better, does a reporting tree or Organizational Chart need to be set up within Genesys to accomplish this?    I usually do not get data for an individual when I select the name listed with "Reports to." that's why I am asking.

We are quite new to Genesys cloud, and I am looking forward see all the tips and tricks that everyone will be sharing so i can learn from it. 

There is this one trick that is making our workforce planning team and frontline leaders' life so much easier when it comes to agent performance or agent status reporting. 

and that is "Using the filter" option. If you have got a request to run agent performance or status report for any particular team whether it's for just team manager or multiple leaders:

1. Open the Agent performance/ agent status report
2. Use the filter and search of the reporting leader name and it will show that person's name twice one as a user, another as "Reports to"
3. 
4. Click on 2nd row where it shows leader's name as "reports to"
5. you will have a filtered report for all the agents that are reporting to that team leader only. 
6. This saves so much time as you don't need to select agent's name one by one to make sure you are running the report for one particular team only. 

@Judith Jimenez - The "Report To" is based off of the "Management' field of the "Relationships" section in the user's profile. You would need to add the "Relationships" widget to your user profiles and then add managers for each user. Then when you search for the manager name in your perfomance view filter, you will get the list of agents that "report to" the manager(s) selected.

Navjot - this is interesting, we get to the same result by adding people to groups and naming the groups by leader.  I like you way better, does a reporting tree or Organizational Chart need to be set up within Genesys to accomplish this?    I usually do not get data for an individual when I select the name listed with "Reports to." that's why I am asking.

We are quite new to Genesys cloud, and I am looking forward see all the tips and tricks that everyone will be sharing so i can learn from it. 

There is this one trick that is making our workforce planning team and frontline leaders' life so much easier when it comes to agent performance or agent status reporting. 

and that is "Using the filter" option. If you have got a request to run agent performance or status report for any particular team whether it's for just team manager or multiple leaders:

1. Open the Agent performance/ agent status report
2. Use the filter and search of the reporting leader name and it will show that person's name twice one as a user, another as "Reports to"
3. 
4. Click on 2nd row where it shows leader's name as "reports to"
5. you will have a filtered report for all the agents that are reporting to that team leader only. 
6. This saves so much time as you don't need to select agent's name one by one to make sure you are running the report for one particular team only. 

In our company we found really useful one hidden feature. Why hidden? we found it by experiment and not from training or from knowledge sharing from Genesys Professional Services ;) 

When creating widget in dashboards a user can create a list view of all waiting interactions with the skill. And as you may have experienced skills are much wanted to get included in real-time reports based on Genesys ideas. 

In our case, it supports RTM teams in the markets with multiple languages. In Switzerland they monitor if there are more calls waiting for italian language, which is less staffed normally than major languages.

------------------------------
Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
Sweden
------------------------------

It's not something hidden but I seem to walk people through this a lot. Our supervisors and managers look for log in/log out reports often and they get to this point and wonder why things don't always look right.

I'm always telling them that to see each instance of a log in or out, they need to actually click on the person AND change the View by as "Log in - Log out" to bring up each time someone has logged in and out of the system.

Hi,

Most of the tips n tricks have been mentioned already.
However, I generally recommend supervisors/leads a 'Silent Queue watchdog' technique -
- Create a Dashboard, that shows Queues with 0 activity in last 'X' minutes.
Simple trick to spot routing issues or misconfigured/unutilized flows.
This might help to avoid any major issues later.

Hey Ashiesh. I'm not the best at doing dashboards. How do you set this up?

Hi,

Most of the tips n tricks have been mentioned already.
However, I generally recommend supervisors/leads a 'Silent Queue watchdog' technique -
- Create a Dashboard, that shows Queues with 0 activity in last 'X' minutes.
Simple trick to spot routing issues or misconfigured/unutilized flows.
This might help to avoid any major issues later.

Hi,

Most of the tips n tricks have been mentioned already.
However, I generally recommend supervisors/leads a 'Silent Queue watchdog' technique -
- Create a Dashboard, that shows Queues with 0 activity in last 'X' minutes.
Simple trick to spot routing issues or misconfigured/unutilized flows.
This might help to avoid any major issues later.

Hi Ashiesh - Curios to understand - how do you set this up?

Hi,

Most of the tips n tricks have been mentioned already.
However, I generally recommend supervisors/leads a 'Silent Queue watchdog' technique -
- Create a Dashboard, that shows Queues with 0 activity in last 'X' minutes.
Simple trick to spot routing issues or misconfigured/unutilized flows.
This might help to avoid any major issues later.

One tip that's made a huge impact for us is using custom Alert Rules to notify supervisors when key thresholds are breached, helping us manage agent performance and customer wait times more proactively.

🔍 What we did:
We created alert rules to notify supervisors when agents are not responding, stay too long in ACW, or return late from breaks. we also set up queue alerts for when wait times get too high.You'll receive notifications similar to the one shown below:

🎯 How we did it:

• Added all team members into a Work Team.

• Created targeted alerts tied to this team using specific time conditions or queue thresholds.

• Set the notification delivery via in-app to the supervisors, ensuring they can step in immediately.

Hi, Princy! This is great that you managed to make alerts work for your company! Just curious how big is your org - how many agents/work teams do you have? :)

One tip that's made a huge impact for us is using custom Alert Rules to notify supervisors when key thresholds are breached, helping us manage agent performance and customer wait times more proactively.

🔍 What we did:
We created alert rules to notify supervisors when agents are not responding, stay too long in ACW, or return late from breaks. we also set up queue alerts for when wait times get too high.You'll receive notifications similar to the one shown below:

🎯 How we did it:

• Added all team members into a Work Team.

• Created targeted alerts tied to this team using specific time conditions or queue thresholds.

• Set the notification delivery via in-app to the supervisors, ensuring they can step in immediately.

Hi Kate,

Thank you! 😊 

We're a mid-sized local government contact centre with around 20-25 agents. We operate 24/7 and are spread across different workgroups - handling calls, emails, messages, and monitor alerts. Our team rotates across channels, so having alerts in Genesys in place really helps us stay on top of high-priority or time-sensitive queues.

Hi, Princy! This is great that you managed to make alerts work for your company! Just curious how big is your org - how many agents/work teams do you have? :)

One tip that's made a huge impact for us is using custom Alert Rules to notify supervisors when key thresholds are breached, helping us manage agent performance and customer wait times more proactively.

🔍 What we did:
We created alert rules to notify supervisors when agents are not responding, stay too long in ACW, or return late from breaks. we also set up queue alerts for when wait times get too high.You'll receive notifications similar to the one shown below:

🎯 How we did it:

• Added all team members into a Work Team.

• Created targeted alerts tied to this team using specific time conditions or queue thresholds.

• Set the notification delivery via in-app to the supervisors, ensuring they can step in immediately.

Whenever a standard report is not available in Genesys, we have found that Excel or Power BI Desktop, using Power Query M language, is excellent for reporting on data returned by the Genesys API.

For example, we used Excel to report on all surveys completed over the week, including details by agent and queue, as well as analyzing free-text feedback left by customers. We also integrated a Gen AI model to analyze the sentiment of the feedback.

------------------------------
Yuezhong Zhang
Software Solution Architect
------------------------------

Hello Everyone

We're thrilled to announce the winner of our Reporting & Analytics Tips and Tricks Contest - a celebration of innovation, creativity, and community knowledge sharing.

Congratulations to @Joseph Tan.

Joseph impressed the judging panel (Reporting & Analytics Product Managers and Community Team) with his insightful and practical tip, highlighting a powerful yet often underutilized feature in Genesys Cloud:

Winning Entry: Maximizing Customer Insights with the Queue Topics Dashboard

In his tip, Joseph demonstrates how the Queue Topics Dashboard can unlock deep customer insights by leveraging speech and text analytics tied to specific queues. Instead of relying solely on agent-selected wrap-up codes, this feature allows users to:

• Discover what customers are truly talking about
• Identify pain points more effectively
• Make data-driven improvements to the customer experience strategy

How to Access the Queue Topics Dashboard:

1. Navigate to Performance > Workspace
2. Search for "Queue Topics" under Speech and Text Analytics
3. Select the relevant queue to begin your analysis

Joseph shared that one of his clients was surprised to discover this functionality and has since made it a core part of their regular reporting and CX optimization efforts. It's now a key driver in enhancing their overall strategy.

Thank You to All Participants

We received many valuable and creative submissions that showcased the depth of knowledge across our community. Your contributions are what make the Reporting and Analytics Community a vibrant and collaborative space.

If you are ready for your next community contest, we have an incredible Midyear Challenge that just launched and there is the chance to win multiple prizes. Get a jumpstart on the competition! 

Keep the insights coming and happy reporting!

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------

Hi @Samuel Jillard,

Thank you so much for selecting my entry as the winner! I just wanted to follow up regarding the prize or next steps. Looking forward to hearing from you and thanks again for the opportunity to share and learn with our community.

Hello Everyone

We're thrilled to announce the winner of our Reporting & Analytics Tips and Tricks Contest - a celebration of innovation, creativity, and community knowledge sharing.

Congratulations to @Joseph Tan.

Joseph impressed the judging panel (Reporting & Analytics Product Managers and Community Team) with his insightful and practical tip, highlighting a powerful yet often underutilized feature in Genesys Cloud:

Winning Entry: Maximizing Customer Insights with the Queue Topics Dashboard

In his tip, Joseph demonstrates how the Queue Topics Dashboard can unlock deep customer insights by leveraging speech and text analytics tied to specific queues. Instead of relying solely on agent-selected wrap-up codes, this feature allows users to:

• Discover what customers are truly talking about
• Identify pain points more effectively
• Make data-driven improvements to the customer experience strategy

How to Access the Queue Topics Dashboard:

1. Navigate to Performance > Workspace
2. Search for "Queue Topics" under Speech and Text Analytics
3. Select the relevant queue to begin your analysis

Joseph shared that one of his clients was surprised to discover this functionality and has since made it a core part of their regular reporting and CX optimization efforts. It's now a key driver in enhancing their overall strategy.

Thank You to All Participants

We received many valuable and creative submissions that showcased the depth of knowledge across our community. Your contributions are what make the Reporting and Analytics Community a vibrant and collaborative space.

If you are ready for your next community contest, we have an incredible Midyear Challenge that just launched and there is the chance to win multiple prizes. Get a jumpstart on the competition! 

Keep the insights coming and happy reporting!

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Hi Joseph,

Thank you for being part of the community. You should now have received an email about this. I hope you pick a great prize :D

Hi @Samuel Jillard,

Thank you so much for selecting my entry as the winner! I just wanted to follow up regarding the prize or next steps. Looking forward to hearing from you and thanks again for the opportunity to share and learn with our community.

Hello Everyone

We're thrilled to announce the winner of our Reporting & Analytics Tips and Tricks Contest - a celebration of innovation, creativity, and community knowledge sharing.

Congratulations to @Joseph Tan.

Joseph impressed the judging panel (Reporting & Analytics Product Managers and Community Team) with his insightful and practical tip, highlighting a powerful yet often underutilized feature in Genesys Cloud:

Winning Entry: Maximizing Customer Insights with the Queue Topics Dashboard

In his tip, Joseph demonstrates how the Queue Topics Dashboard can unlock deep customer insights by leveraging speech and text analytics tied to specific queues. Instead of relying solely on agent-selected wrap-up codes, this feature allows users to:

• Discover what customers are truly talking about
• Identify pain points more effectively
• Make data-driven improvements to the customer experience strategy

How to Access the Queue Topics Dashboard:

1. Navigate to Performance > Workspace
2. Search for "Queue Topics" under Speech and Text Analytics
3. Select the relevant queue to begin your analysis

Joseph shared that one of his clients was surprised to discover this functionality and has since made it a core part of their regular reporting and CX optimization efforts. It's now a key driver in enhancing their overall strategy.

Thank You to All Participants

We received many valuable and creative submissions that showcased the depth of knowledge across our community. Your contributions are what make the Reporting and Analytics Community a vibrant and collaborative space.

If you are ready for your next community contest, we have an incredible Midyear Challenge that just launched and there is the chance to win multiple prizes. Get a jumpstart on the competition! 

Keep the insights coming and happy reporting!

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Hi Sam,

How long will that take to get the GCap points credited to the account for participation?

Hi Joseph,

Thank you for being part of the community. You should now have received an email about this. I hope you pick a great prize :D

Hi @Samuel Jillard,

Thank you so much for selecting my entry as the winner! I just wanted to follow up regarding the prize or next steps. Looking forward to hearing from you and thanks again for the opportunity to share and learn with our community.

Hello Everyone

We're thrilled to announce the winner of our Reporting & Analytics Tips and Tricks Contest - a celebration of innovation, creativity, and community knowledge sharing.

Congratulations to @Joseph Tan.

Joseph impressed the judging panel (Reporting & Analytics Product Managers and Community Team) with his insightful and practical tip, highlighting a powerful yet often underutilized feature in Genesys Cloud:

Winning Entry: Maximizing Customer Insights with the Queue Topics Dashboard

In his tip, Joseph demonstrates how the Queue Topics Dashboard can unlock deep customer insights by leveraging speech and text analytics tied to specific queues. Instead of relying solely on agent-selected wrap-up codes, this feature allows users to:

• Discover what customers are truly talking about
• Identify pain points more effectively
• Make data-driven improvements to the customer experience strategy

How to Access the Queue Topics Dashboard:

1. Navigate to Performance > Workspace
2. Search for "Queue Topics" under Speech and Text Analytics
3. Select the relevant queue to begin your analysis

Joseph shared that one of his clients was surprised to discover this functionality and has since made it a core part of their regular reporting and CX optimization efforts. It's now a key driver in enhancing their overall strategy.

Thank You to All Participants

We received many valuable and creative submissions that showcased the depth of knowledge across our community. Your contributions are what make the Reporting and Analytics Community a vibrant and collaborative space.

If you are ready for your next community contest, we have an incredible Midyear Challenge that just launched and there is the chance to win multiple prizes. Get a jumpstart on the competition! 

Keep the insights coming and happy reporting!

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Hi Sam,

How long will that take to get the GCap points credited to the account for participation?

Hi Joseph,

Thank you for being part of the community. You should now have received an email about this. I hope you pick a great prize :D

Hi @Samuel Jillard,

Thank you so much for selecting my entry as the winner! I just wanted to follow up regarding the prize or next steps. Looking forward to hearing from you and thanks again for the opportunity to share and learn with our community.

Hello Everyone

We're thrilled to announce the winner of our Reporting & Analytics Tips and Tricks Contest - a celebration of innovation, creativity, and community knowledge sharing.

Congratulations to @Joseph Tan.

Joseph impressed the judging panel (Reporting & Analytics Product Managers and Community Team) with his insightful and practical tip, highlighting a powerful yet often underutilized feature in Genesys Cloud:

Winning Entry: Maximizing Customer Insights with the Queue Topics Dashboard

In his tip, Joseph demonstrates how the Queue Topics Dashboard can unlock deep customer insights by leveraging speech and text analytics tied to specific queues. Instead of relying solely on agent-selected wrap-up codes, this feature allows users to:

• Discover what customers are truly talking about
• Identify pain points more effectively
• Make data-driven improvements to the customer experience strategy

How to Access the Queue Topics Dashboard:

1. Navigate to Performance > Workspace
2. Search for "Queue Topics" under Speech and Text Analytics
3. Select the relevant queue to begin your analysis

Joseph shared that one of his clients was surprised to discover this functionality and has since made it a core part of their regular reporting and CX optimization efforts. It's now a key driver in enhancing their overall strategy.

Thank You to All Participants

We received many valuable and creative submissions that showcased the depth of knowledge across our community. Your contributions are what make the Reporting and Analytics Community a vibrant and collaborative space.

If you are ready for your next community contest, we have an incredible Midyear Challenge that just launched and there is the chance to win multiple prizes. Get a jumpstart on the competition! 

Keep the insights coming and happy reporting!

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

The GCAP points have all now been credited.

Hi Sam,

How long will that take to get the GCap points credited to the account for participation?

Hi Joseph,

Thank you for being part of the community. You should now have received an email about this. I hope you pick a great prize :D

Hi @Samuel Jillard,

Thank you so much for selecting my entry as the winner! I just wanted to follow up regarding the prize or next steps. Looking forward to hearing from you and thanks again for the opportunity to share and learn with our community.

Hello Everyone

We're thrilled to announce the winner of our Reporting & Analytics Tips and Tricks Contest - a celebration of innovation, creativity, and community knowledge sharing.

Congratulations to @Joseph Tan.

Joseph impressed the judging panel (Reporting & Analytics Product Managers and Community Team) with his insightful and practical tip, highlighting a powerful yet often underutilized feature in Genesys Cloud:

Winning Entry: Maximizing Customer Insights with the Queue Topics Dashboard

In his tip, Joseph demonstrates how the Queue Topics Dashboard can unlock deep customer insights by leveraging speech and text analytics tied to specific queues. Instead of relying solely on agent-selected wrap-up codes, this feature allows users to:

• Discover what customers are truly talking about
• Identify pain points more effectively
• Make data-driven improvements to the customer experience strategy

How to Access the Queue Topics Dashboard:

1. Navigate to Performance > Workspace
2. Search for "Queue Topics" under Speech and Text Analytics
3. Select the relevant queue to begin your analysis

Joseph shared that one of his clients was surprised to discover this functionality and has since made it a core part of their regular reporting and CX optimization efforts. It's now a key driver in enhancing their overall strategy.

Thank You to All Participants

We received many valuable and creative submissions that showcased the depth of knowledge across our community. Your contributions are what make the Reporting and Analytics Community a vibrant and collaborative space.

If you are ready for your next community contest, we have an incredible Midyear Challenge that just launched and there is the chance to win multiple prizes. Get a jumpstart on the competition! 

Keep the insights coming and happy reporting!

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Not yet for me :(

The GCAP points have all now been credited.

Hi Sam,

How long will that take to get the GCap points credited to the account for participation?

Hi Joseph,

Thank you for being part of the community. You should now have received an email about this. I hope you pick a great prize :D

Hi @Samuel Jillard,

Thank you so much for selecting my entry as the winner! I just wanted to follow up regarding the prize or next steps. Looking forward to hearing from you and thanks again for the opportunity to share and learn with our community.

Hello Everyone

We're thrilled to announce the winner of our Reporting & Analytics Tips and Tricks Contest - a celebration of innovation, creativity, and community knowledge sharing.

Congratulations to @Joseph Tan.

Joseph impressed the judging panel (Reporting & Analytics Product Managers and Community Team) with his insightful and practical tip, highlighting a powerful yet often underutilized feature in Genesys Cloud:

Winning Entry: Maximizing Customer Insights with the Queue Topics Dashboard

In his tip, Joseph demonstrates how the Queue Topics Dashboard can unlock deep customer insights by leveraging speech and text analytics tied to specific queues. Instead of relying solely on agent-selected wrap-up codes, this feature allows users to:

• Discover what customers are truly talking about
• Identify pain points more effectively
• Make data-driven improvements to the customer experience strategy

How to Access the Queue Topics Dashboard:

1. Navigate to Performance > Workspace
2. Search for "Queue Topics" under Speech and Text Analytics
3. Select the relevant queue to begin your analysis

Joseph shared that one of his clients was surprised to discover this functionality and has since made it a core part of their regular reporting and CX optimization efforts. It's now a key driver in enhancing their overall strategy.

Thank You to All Participants

We received many valuable and creative submissions that showcased the depth of knowledge across our community. Your contributions are what make the Reporting and Analytics Community a vibrant and collaborative space.

If you are ready for your next community contest, we have an incredible Midyear Challenge that just launched and there is the chance to win multiple prizes. Get a jumpstart on the competition! 

Keep the insights coming and happy reporting!

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Hi Princy,

I will follow up with the GCAP team.

Not yet for me :(

The GCAP points have all now been credited.

Hi Sam,

How long will that take to get the GCap points credited to the account for participation?

Hi Joseph,

Thank you for being part of the community. You should now have received an email about this. I hope you pick a great prize :D

Hi @Samuel Jillard,

Thank you so much for selecting my entry as the winner! I just wanted to follow up regarding the prize or next steps. Looking forward to hearing from you and thanks again for the opportunity to share and learn with our community.

Hello Everyone

We're thrilled to announce the winner of our Reporting & Analytics Tips and Tricks Contest - a celebration of innovation, creativity, and community knowledge sharing.

Congratulations to @Joseph Tan.

Joseph impressed the judging panel (Reporting & Analytics Product Managers and Community Team) with his insightful and practical tip, highlighting a powerful yet often underutilized feature in Genesys Cloud:

Winning Entry: Maximizing Customer Insights with the Queue Topics Dashboard

In his tip, Joseph demonstrates how the Queue Topics Dashboard can unlock deep customer insights by leveraging speech and text analytics tied to specific queues. Instead of relying solely on agent-selected wrap-up codes, this feature allows users to:

• Discover what customers are truly talking about
• Identify pain points more effectively
• Make data-driven improvements to the customer experience strategy

How to Access the Queue Topics Dashboard:

1. Navigate to Performance > Workspace
2. Search for "Queue Topics" under Speech and Text Analytics
3. Select the relevant queue to begin your analysis

Joseph shared that one of his clients was surprised to discover this functionality and has since made it a core part of their regular reporting and CX optimization efforts. It's now a key driver in enhancing their overall strategy.

Thank You to All Participants

We received many valuable and creative submissions that showcased the depth of knowledge across our community. Your contributions are what make the Reporting and Analytics Community a vibrant and collaborative space.

If you are ready for your next community contest, we have an incredible Midyear Challenge that just launched and there is the chance to win multiple prizes. Get a jumpstart on the competition! 

Keep the insights coming and happy reporting!

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Hi Samuel,

I have not received my gcap points as well.

Although I already received my prize from the prize wall. Thank you!

Hi Princy,

I will follow up with the GCAP team.

Not yet for me :(

The GCAP points have all now been credited.

Hi Sam,

How long will that take to get the GCap points credited to the account for participation?

Hi Joseph,

Thank you for being part of the community. You should now have received an email about this. I hope you pick a great prize :D

Hi @Samuel Jillard,

Thank you so much for selecting my entry as the winner! I just wanted to follow up regarding the prize or next steps. Looking forward to hearing from you and thanks again for the opportunity to share and learn with our community.

Hello Everyone

We're thrilled to announce the winner of our Reporting & Analytics Tips and Tricks Contest - a celebration of innovation, creativity, and community knowledge sharing.

Congratulations to @Joseph Tan.

Joseph impressed the judging panel (Reporting & Analytics Product Managers and Community Team) with his insightful and practical tip, highlighting a powerful yet often underutilized feature in Genesys Cloud:

Winning Entry: Maximizing Customer Insights with the Queue Topics Dashboard

In his tip, Joseph demonstrates how the Queue Topics Dashboard can unlock deep customer insights by leveraging speech and text analytics tied to specific queues. Instead of relying solely on agent-selected wrap-up codes, this feature allows users to:

• Discover what customers are truly talking about
• Identify pain points more effectively
• Make data-driven improvements to the customer experience strategy

How to Access the Queue Topics Dashboard:

1. Navigate to Performance > Workspace
2. Search for "Queue Topics" under Speech and Text Analytics
3. Select the relevant queue to begin your analysis

Joseph shared that one of his clients was surprised to discover this functionality and has since made it a core part of their regular reporting and CX optimization efforts. It's now a key driver in enhancing their overall strategy.

Thank You to All Participants

We received many valuable and creative submissions that showcased the depth of knowledge across our community. Your contributions are what make the Reporting and Analytics Community a vibrant and collaborative space.

If you are ready for your next community contest, we have an incredible Midyear Challenge that just launched and there is the chance to win multiple prizes. Get a jumpstart on the competition! 

Keep the insights coming and happy reporting!

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Not yet for me :(

The GCAP points have all now been credited.

Hi Sam,

How long will that take to get the GCap points credited to the account for participation?

Hi Joseph,

Thank you for being part of the community. You should now have received an email about this. I hope you pick a great prize :D

Hi @Samuel Jillard,

Thank you so much for selecting my entry as the winner! I just wanted to follow up regarding the prize or next steps. Looking forward to hearing from you and thanks again for the opportunity to share and learn with our community.

Hello Everyone

We're thrilled to announce the winner of our Reporting & Analytics Tips and Tricks Contest - a celebration of innovation, creativity, and community knowledge sharing.

Congratulations to @Joseph Tan.

Joseph impressed the judging panel (Reporting & Analytics Product Managers and Community Team) with his insightful and practical tip, highlighting a powerful yet often underutilized feature in Genesys Cloud:

Winning Entry: Maximizing Customer Insights with the Queue Topics Dashboard

In his tip, Joseph demonstrates how the Queue Topics Dashboard can unlock deep customer insights by leveraging speech and text analytics tied to specific queues. Instead of relying solely on agent-selected wrap-up codes, this feature allows users to:

• Discover what customers are truly talking about
• Identify pain points more effectively
• Make data-driven improvements to the customer experience strategy

How to Access the Queue Topics Dashboard:

1. Navigate to Performance > Workspace
2. Search for "Queue Topics" under Speech and Text Analytics
3. Select the relevant queue to begin your analysis

Joseph shared that one of his clients was surprised to discover this functionality and has since made it a core part of their regular reporting and CX optimization efforts. It's now a key driver in enhancing their overall strategy.

Thank You to All Participants

We received many valuable and creative submissions that showcased the depth of knowledge across our community. Your contributions are what make the Reporting and Analytics Community a vibrant and collaborative space.

If you are ready for your next community contest, we have an incredible Midyear Challenge that just launched and there is the chance to win multiple prizes. Get a jumpstart on the competition! 

Keep the insights coming and happy reporting!

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Hey Princy and Joseph, it looks like your points were added to your GCAP account! If anyone is missing points, just let me know.

Not yet for me :(

The GCAP points have all now been credited.

Hi Sam,

How long will that take to get the GCap points credited to the account for participation?

Hi Joseph,

Thank you for being part of the community. You should now have received an email about this. I hope you pick a great prize :D

Hi @Samuel Jillard,

Thank you so much for selecting my entry as the winner! I just wanted to follow up regarding the prize or next steps. Looking forward to hearing from you and thanks again for the opportunity to share and learn with our community.

Hello Everyone

We're thrilled to announce the winner of our Reporting & Analytics Tips and Tricks Contest - a celebration of innovation, creativity, and community knowledge sharing.

Congratulations to @Joseph Tan.

Joseph impressed the judging panel (Reporting & Analytics Product Managers and Community Team) with his insightful and practical tip, highlighting a powerful yet often underutilized feature in Genesys Cloud:

Winning Entry: Maximizing Customer Insights with the Queue Topics Dashboard

In his tip, Joseph demonstrates how the Queue Topics Dashboard can unlock deep customer insights by leveraging speech and text analytics tied to specific queues. Instead of relying solely on agent-selected wrap-up codes, this feature allows users to:

• Discover what customers are truly talking about
• Identify pain points more effectively
• Make data-driven improvements to the customer experience strategy

How to Access the Queue Topics Dashboard:

1. Navigate to Performance > Workspace
2. Search for "Queue Topics" under Speech and Text Analytics
3. Select the relevant queue to begin your analysis

Joseph shared that one of his clients was surprised to discover this functionality and has since made it a core part of their regular reporting and CX optimization efforts. It's now a key driver in enhancing their overall strategy.

Thank You to All Participants

We received many valuable and creative submissions that showcased the depth of knowledge across our community. Your contributions are what make the Reporting and Analytics Community a vibrant and collaborative space.

If you are ready for your next community contest, we have an incredible Midyear Challenge that just launched and there is the chance to win multiple prizes. Get a jumpstart on the competition! 

Keep the insights coming and happy reporting!

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

It's not credited yet. 

Hey Princy and Joseph, it looks like your points were added to your GCAP account! If anyone is missing points, just let me know.

Not yet for me :(

The GCAP points have all now been credited.

Hi Sam,

How long will that take to get the GCap points credited to the account for participation?

Hi Joseph,

Thank you for being part of the community. You should now have received an email about this. I hope you pick a great prize :D

Hi @Samuel Jillard,

Thank you so much for selecting my entry as the winner! I just wanted to follow up regarding the prize or next steps. Looking forward to hearing from you and thanks again for the opportunity to share and learn with our community.

Hello Everyone

We're thrilled to announce the winner of our Reporting & Analytics Tips and Tricks Contest - a celebration of innovation, creativity, and community knowledge sharing.

Congratulations to @Joseph Tan.

Joseph impressed the judging panel (Reporting & Analytics Product Managers and Community Team) with his insightful and practical tip, highlighting a powerful yet often underutilized feature in Genesys Cloud:

Winning Entry: Maximizing Customer Insights with the Queue Topics Dashboard

In his tip, Joseph demonstrates how the Queue Topics Dashboard can unlock deep customer insights by leveraging speech and text analytics tied to specific queues. Instead of relying solely on agent-selected wrap-up codes, this feature allows users to:

• Discover what customers are truly talking about
• Identify pain points more effectively
• Make data-driven improvements to the customer experience strategy

How to Access the Queue Topics Dashboard:

1. Navigate to Performance > Workspace
2. Search for "Queue Topics" under Speech and Text Analytics
3. Select the relevant queue to begin your analysis

Joseph shared that one of his clients was surprised to discover this functionality and has since made it a core part of their regular reporting and CX optimization efforts. It's now a key driver in enhancing their overall strategy.

Thank You to All Participants

We received many valuable and creative submissions that showcased the depth of knowledge across our community. Your contributions are what make the Reporting and Analytics Community a vibrant and collaborative space.

If you are ready for your next community contest, we have an incredible Midyear Challenge that just launched and there is the chance to win multiple prizes. Get a jumpstart on the competition! 

Keep the insights coming and happy reporting!

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

It's not credited yet. 

Hey Princy and Joseph, it looks like your points were added to your GCAP account! If anyone is missing points, just let me know.

Not yet for me :(

The GCAP points have all now been credited.

Hi Sam,

How long will that take to get the GCap points credited to the account for participation?

Hi Joseph,

Thank you for being part of the community. You should now have received an email about this. I hope you pick a great prize :D

Hi @Samuel Jillard,

Thank you so much for selecting my entry as the winner! I just wanted to follow up regarding the prize or next steps. Looking forward to hearing from you and thanks again for the opportunity to share and learn with our community.

Hello Everyone

We're thrilled to announce the winner of our Reporting & Analytics Tips and Tricks Contest - a celebration of innovation, creativity, and community knowledge sharing.

Congratulations to @Joseph Tan.

Joseph impressed the judging panel (Reporting & Analytics Product Managers and Community Team) with his insightful and practical tip, highlighting a powerful yet often underutilized feature in Genesys Cloud:

Winning Entry: Maximizing Customer Insights with the Queue Topics Dashboard

In his tip, Joseph demonstrates how the Queue Topics Dashboard can unlock deep customer insights by leveraging speech and text analytics tied to specific queues. Instead of relying solely on agent-selected wrap-up codes, this feature allows users to:

• Discover what customers are truly talking about
• Identify pain points more effectively
• Make data-driven improvements to the customer experience strategy

How to Access the Queue Topics Dashboard:

1. Navigate to Performance > Workspace
2. Search for "Queue Topics" under Speech and Text Analytics
3. Select the relevant queue to begin your analysis

Joseph shared that one of his clients was surprised to discover this functionality and has since made it a core part of their regular reporting and CX optimization efforts. It's now a key driver in enhancing their overall strategy.

Thank You to All Participants

We received many valuable and creative submissions that showcased the depth of knowledge across our community. Your contributions are what make the Reporting and Analytics Community a vibrant and collaborative space.

If you are ready for your next community contest, we have an incredible Midyear Challenge that just launched and there is the chance to win multiple prizes. Get a jumpstart on the competition! 

Keep the insights coming and happy reporting!

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Hey Princy and Joseph, sent both of you messages in the community, but in case you miss it, check your points balances here - https://advocacy.shopgenesys.com/.

Everything looks correct on my end. The points were added July 22nd.

Cheers,

Matt

It's not credited yet. 

Hey Princy and Joseph, it looks like your points were added to your GCAP account! If anyone is missing points, just let me know.

Not yet for me :(

The GCAP points have all now been credited.

Hi Sam,

How long will that take to get the GCap points credited to the account for participation?

Hi Joseph,

Thank you for being part of the community. You should now have received an email about this. I hope you pick a great prize :D

Hi @Samuel Jillard,

Thank you so much for selecting my entry as the winner! I just wanted to follow up regarding the prize or next steps. Looking forward to hearing from you and thanks again for the opportunity to share and learn with our community.

Hello Everyone

We're thrilled to announce the winner of our Reporting & Analytics Tips and Tricks Contest - a celebration of innovation, creativity, and community knowledge sharing.

Congratulations to @Joseph Tan.

Joseph impressed the judging panel (Reporting & Analytics Product Managers and Community Team) with his insightful and practical tip, highlighting a powerful yet often underutilized feature in Genesys Cloud:

Winning Entry: Maximizing Customer Insights with the Queue Topics Dashboard

In his tip, Joseph demonstrates how the Queue Topics Dashboard can unlock deep customer insights by leveraging speech and text analytics tied to specific queues. Instead of relying solely on agent-selected wrap-up codes, this feature allows users to:

• Discover what customers are truly talking about
• Identify pain points more effectively
• Make data-driven improvements to the customer experience strategy

How to Access the Queue Topics Dashboard:

1. Navigate to Performance > Workspace
2. Search for "Queue Topics" under Speech and Text Analytics
3. Select the relevant queue to begin your analysis

Joseph shared that one of his clients was surprised to discover this functionality and has since made it a core part of their regular reporting and CX optimization efforts. It's now a key driver in enhancing their overall strategy.

Thank You to All Participants

We received many valuable and creative submissions that showcased the depth of knowledge across our community. Your contributions are what make the Reporting and Analytics Community a vibrant and collaborative space.

If you are ready for your next community contest, we have an incredible Midyear Challenge that just launched and there is the chance to win multiple prizes. Get a jumpstart on the competition! 

Keep the insights coming and happy reporting!

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees