Genesys Engage on-premises

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  • 1.  Callback Reporting

    Posted 02-10-2021 05:00
    Hi All,

    I am currently using the standard Genesys report for callback (Callback Details Report). However, the report doesn't include the customer type  or service type or service sub type. can someone please help me on how to report the service type and service sub type for callbacks.
    #Reporting/Analytics

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    Ram Prashanth Muralikrishnan
    Miele & Cie. KG
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  • 2.  RE: Callback Reporting

    GENESYS
    Posted 02-11-2021 10:46
    Hi Ram Prashanth Muralikrishnan;

    Thanks for contacting Genesys.  It's possible to create custom Genesys CX Insights reports; this is described in some detail in https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXICustomizing, and additional information is available through the MicroStrategy site (https://community.microstrategy.com/s/global-search/).  The easiest way to create a custom report is to make a copy of the existing report, and add or remove metrics or attributes as required. Note that this requires specific access privileges, and not every metric or attribute can be usefully or successfully combined in a report.  Alternatively, talk to your Genesys Customer Care representative for more detailed assistance.


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    Tony Gilchrist
    Genesys - Employees
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  • 3.  RE: Callback Reporting

    GENESYS
    Posted 02-11-2021 12:06
    Hi Ram Prashanth Muralikrishnan;

    I did a little digging on this specific issue, and unfortunately, it is not possible to add customer type  / service type / service subtype in this report. The
    Callback Detail Report based on GIM fact table callback_fact, and there are no business attributes for data in this table. I'll share your concern with the development team, and please don't hesitate to reach out to Customer Care, who may be able to offer advice or suggestions.

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    Tony Gilchrist
    Genesys - Employees
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  • 4.  RE: Callback Reporting

    Posted 02-17-2021 05:54

    Hi Ram Prashanth Muralikrishnan,

    Service_type, service_subtype, and customer_segment are user data KVPs. We can configure/attach these key-value pairs with inbound interactions and we can have the OOTB reports for this.  But current Genesys reporting will not support combining those user data KVPs and Callback data.  We presume that for every call-back interaction, we should have a callback request.  If we are able to join INTERACTION_FACT with CALLBACK_FACT_GI2 tables, there is a possibility to get the required data for the report.



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    Latha Maris
    Pointel (formerly Touch Point)
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  • 5.  RE: Callback Reporting

    GENESYS
    Posted 02-18-2021 16:29
    Hi, Latha.

    You can use the SERVICE_ID field in CALLBACK_FACT to link the callback record with an IRF via the SERVICE_ID field in IRF_USER_DATA_GEN_1.

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    Jose Druker
    Genesys - Employees
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    Jose Druker
    Genesys - Employees
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  • 6.  RE: Callback Reporting

    Posted 03-11-2021 08:16
    Thanks a lot @Jose Druker I was able to use the SERVICE_ID in the CALLBACK_FACT and obtained the customer segment, Service type and service subtype for the callback interactions. ​​

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    Ram Prashanth Muralikrishnan
    Miele & Cie. KG
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  • 7.  RE: Callback Reporting

    GENESYS
    Posted 03-11-2021 08:56
    Hi, Ram. 
    Thanks for confirming it works. FYI, we've added this information to the CALLBACK_FACT.SERVICE_ID column description in the PDM documentation.

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    Jose Druker
    Genesys - Employees
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