Hi Dennis,
That seems like a great idea and I have voted for it :D
(I updated your link to the idea as it was just going to the ideas portal home page)
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 10-06-2025 03:44
From: Dennis van Steenbergen
Subject: AI Insights and reporting on Reason for Contact - request to vote on idea
Hi everyone,
Recently I started testing AI Insights and based on the first experience I registered the following idea:
Genesys Cloud Ideas Portal
The status just changed to Community Feedback Requested, so the number of votes determines if Genesys proceeds with the idea.
I think this idea is beneficiary for a lot of company's so please vote ;-)
Next to this idea we are now inserting every AI insights row into a data table to gather overall insights on queues and then exporting it to PowerBI for dashboarding/reporting.
The (pilot) business users who are working with this are amazed about the insights they are getting and it helps the coaches a lot to pinpoint the focus items per employee for coaching/training.
Contents of the idea:
With AI Insights (Supervisor) you can see the call summary and items like Reason for Contact and Resolution per conversation. This can only be seen within a selected conversation so you can't use it to get a general view of the reason for contacts for a Program (queues) over a period of time.
As an organization you would like to know what the main call reasons are.
So when the value of the Reason for Contact would be shown / selectable on the Topic Performance view you would be able to see the call reason in a total overview of all the interactions and you can then export it and do your analysis on it.
The first sentence within the Reason for Contact would be sufficient.
#AIConfiguration
#AICopilot(Agent,SupervisorAdmin)
#Reporting/Analytics
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Dennis van Steenbergen
DevOps Engineer Genesys Pureconnect
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