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CX Insights, dashboard, for live chat

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  • 1.  CX Insights, dashboard, for live chat

    Posted 07-07-2020 03:09
    Deras , i would like to ask if there is dashboard for the chat and other digital channels like social media ?
    dose the CX Insights cover this part ?

    thanks
    #DigitalChannels
    #Implementation
    #Omni-ChannelDesktop/UserInterface
    #Roadmap/NewFeatures
    #PureConnectQAEpisode

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    Mohammad Tawalbeh
    Fourth Dimension Systems
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  • 2.  RE: CX Insights, dashboard, for live chat
    Best Answer

    GENESYS
    Posted 07-08-2020 11:46
    Hello Mohammad,

    CX Insights does not have any dashboards that show interaction data.  Currently (2020r2 and prior) we have 11 real-time agent and workgroup dashboards.  In 2020r3 we will have historical IVR dashboards.  Beyond that, we will start adding other dashboards - Skills, Interaction details, etc.  As we add new dashboards that show interaction data, social and chat interactions will be included.  They are treated as any other interaction type in the system (calls, e-mails, etc.) with respect to reporting.

    Thanks,

    Greg

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    Greg Cole
    Genesys - Employees
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  • 3.  RE: CX Insights, dashboard, for live chat

    GCAP Member
    Posted 07-10-2020 09:30
    @Greg Cole

    Does the  currently version of CX Insight allow external Data to pulled? at Xperiance2019 the demo showed the ability to pull in other data to build custom dashboards.

    Thank you,
     Scott​​​​

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    Scott Williams
    Missouri Higher Education Loan Authority
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  • 4.  RE: CX Insights, dashboard, for live chat

    GENESYS
    Posted 07-10-2020 11:28
    Hi Scott,

    The current release of CX Insights does not allow 3rd party data on dashboards.  Our development team is currently working on this.  We expect this functionality to be available in Q4 of this year or Q1 of next year.  Custom dashboards ("designer capabilities") will be available in August in our 2020r3 release.

    Thanks,

    Greg

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    Greg Cole
    Genesys - Employees
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