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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Original Message:
Sent: 02-11-2021 10:45
From: Tony Gilchrist
Subject: Callback Reporting
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
Original Message:
Sent: 02-10-2021 05:00
From: Ram Prashanth Muralikrishnan
Subject: Callback Reporting
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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