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  • 1.  ๐ŸŽ PureConnect Q&A Show - Episode 5 ๐ŸŽ

    GENESYS
    Posted 12-03-2019 11:44
    Edited by Cole Callahan 12-17-2019 14:53
    Join Community Manager Matt and Product Line Manager Greg Cole as they discuss burning questions from Genesys' PureConnect Community. This week's topics include:

    Expert Picks: CX Insights Demo

    CX Insights Topics include:
         - Transitioning from Marquee
         - Available Dashboards
         - Selecting Intervals and Work Groups 
         - Side-by-Side Comparisons
         - Using Third-Party Data in Dashboards

    CX Insights Installation and Configuration Guide: https://help.genesys.com/cic/mergedProjects/wh_tr/desktop/pdfs/cx_insights_icg.pdf



    #Reporting/Analytics
    #PureConnectQAEpisode

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    Cole Callahan
    Genesys - Employees
    Online Community Coordinator
    ------------------------------


  • 2.  RE: ๐ŸŽ PureConnect Q&A Show - Episode 5 ๐ŸŽ

    Posted 12-04-2019 15:59
    This was a great demo for CX Insights and provided a lot of helpful information. One topic that wasn't covered was IVR.  I recall that there was reference to IVR dashboards in the PureConnect Online Resource Center (https://help.genesys.com/cic/mergedProjects/wh_insights/desktop/cx_insights_overview.htm), but it appears that they have since been removed. 

    Is there a reason for that?  Are the IVR dashboards not yet ready for piloting?  Anyone have insights on that?

    Thanks!

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    Barry Farrington
    Long Term Care Partners, LLC
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  • 3.  RE: ๐ŸŽ PureConnect Q&A Show - Episode 5 ๐ŸŽ

    GENESYS
    Posted 12-05-2019 10:49
    Hi Barry,

    Thanks for watching the show! I'm glad you found the information from the demo useful! We appreciate the feedback.

    Our friend @Greg Cole might be the best person to answer your question. :) Greg, do you think you could help us out?

    Thanks,

    ------------------------------
    Cole Callahan
    Genesys - Employees
    Online Community Coordinator
    ------------------------------



  • 4.  RE: ๐ŸŽ PureConnect Q&A Show - Episode 5 ๐ŸŽ

    GENESYS
    Posted 12-07-2019 18:56
    Hi Barry,

    Thank you for bringing that up.  The IVR historical dashboards are still planned, but they have been pushed back to Q1 or Q2 of 2020.  Sorry for the delay.  We ran into some compatibility issues between the real-time dashboards and the historical dashboards.

    Thanks,

    Greg

    ------------------------------
    Greg Cole
    Genesys - Employees
    ------------------------------



  • 5.  RE: ๐ŸŽ PureConnect Q&A Show - Episode 5 ๐ŸŽ

    Posted 12-16-2019 16:19
    Thanks Greg!

    Is there a way to get screen shots of the IVR dashboards that were out on the help.genesys.com site?  I would like to have them to reference against, as right now, we're struggling with the current crystal reports.  It would be helpful to see if the dashboards will provide the level of detail that we need for IVR reporting that the current reports cannot?  Our management team is also quite interested to see what CX Insights could provide for IVR reporting, once it is available.  Hopefully, the dashboards are not that much in-flux due to the compatibility issues currently identified.

    Much appreciated!

    ------------------------------
    Barry Farrington
    PureConnect Administrator
    Long Term Care Partners, LLC
    ------------------------------



  • 6.  RE: ๐ŸŽ PureConnect Q&A Show - Episode 5 ๐ŸŽ

    GENESYS
    Posted 12-16-2019 17:28
    Hi Barry,

    I will put some together and post them here.

    Greg

    ------------------------------
    Greg Cole
    Genesys - Employees
    ------------------------------



  • 7.  RE: ๐ŸŽ PureConnect Q&A Show - Episode 5 ๐ŸŽ

    GENESYS
    Posted 12-20-2019 12:20
    Here are some screen shots of the IVR dashboards.

    Greg

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    Greg Cole
    Genesys - Employees
    ------------------------------



  • 8.  RE: ๐ŸŽ PureConnect Q&A Show - Episode 5 ๐ŸŽ

    Posted 12-23-2019 13:34
    The dashboards are great, Greg.  Thanks for posting these.  I do have a few questions:

    1. What logic is used to consider the call "contained" in the IVR?  I've been supporting IVR apps for many years and there has always been some gray area to this. Some consider containment as the call starting and ending in the IVR, while some companies consider containment as having a minimum of one type of satisfied inquiry at the customer level
    2. Is the dashboard data exportable?
    3. Will dashboard customization be available via the aforementioned designer tool?


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    Barry Farrington
    PureConnect Administrator
    Long Term Care Partners, LLC
    ------------------------------



  • 9.  RE: ๐ŸŽ PureConnect Q&A Show - Episode 5 ๐ŸŽ

    Posted 12-09-2019 11:21
    Great to see the demo. Some really interesting views and looks like it could be an excellent evolution. One key area for us is the outbound piece. Given we work in a blended environment, seeing the key outbound dialler stats is the key for us to adopt CX insights over Marquee. For us, we have a lot of emphasis on hitting the list penetration so dialler campaign details in a form such as CX Insights is looking to deliver, would be really crucial. 

    As yet i havent seen any details on this. Is it in the roadmap or being developed?  

    Thanks.

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    Tom Walters
    PRA Group UK Ltd
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  • 10.  RE: ๐ŸŽ PureConnect Q&A Show - Episode 5 ๐ŸŽ

    GENESYS
    Posted 12-10-2019 13:34
    Hi Tom,

    We eventually want to have some out of the box dashboards for outbound, but we have nothing on the roadmap at this time.  One thing we will look at first is exposing the real-time stream of Dialer stats to CX Insights, so they could be used when building dashboards.  Once we have custom dashboards capability (mid-2020) anyone with a CX Insights Designer license would be able to build a dashboard showing these stats.  This will be much, much easier to do with CX Insights than it is to do with Marquee today.

    Hope this helps!

    Greg

    ------------------------------
    Greg Cole
    Genesys - Employees
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