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  • 1.  AMA Now OVER - Analytics Dashboards

    Posted 03-20-2023 13:13
    Edited by Matt Lawson 04-04-2023 11:54
    No replies, thread closed.

    Hey Community,

    The Community AMA is now OVER! Thanks to everyone who asked questions. We'll be back in a few weeks with the 50th episode of the Q&A Show. Cheers!

    Get ready for a new experience to create Analytic Dashboards. We are enhancing the current analytics functionality with powerful features that enable users to build performance dashboards quickly and easily.

    Some of the key features included in this future release are:

    • New step-by-step workflow to create dashboard widgets, guiding users with an intuitive workflow to build dashboards
    • Ability to multi-select the metrics and filters, allowing for quick selection and filtering
    • Categorization of metrics based on count, percentage, and time, enabling easy and intuitive experience to select the metrics
    • Ability to select all statuses in one click, for the agent status widget
    • New warning configuration experience

    We have a quick demo in the latest Q&A Show segment, but during this Community AMA, Nikhil will be on hand to answer your questions about the Beta, Future Release, capabilities, etc. Don't miss out!

    Not sure what a Community AMA is? Check out our AMA Overview Page for more details. Just remember that anyone can participate. There is no video or audio, just expert answers to your community questions.

    Cheers,

    Matt


    #Reporting/Analytics

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    Matt Lawson
    Genesys - Employees
    Online Community Manager
    ------------------------------



  • 2.  RE: AMA Now OVER - Analytics Dashboards

    Posted 03-22-2023 10:30
    No replies, thread closed.

    Fast reminder, the AMA event will be live in a few hours! This is your chance to ask our incredible analytics team questions about the new Dashboard functionality and any other analytics questions that you have. Cheers!



    ------------------------------
    Matt Lawson
    Genesys - Employees
    Online Community Manager
    ------------------------------



  • 3.  RE: AMA Now OVER - Analytics Dashboards

    Posted 03-22-2023 13:03
    No replies, thread closed.

    Hey Everyone, quick reminder that Nikhil will be in the community answering your questions for the new couple of hours. He is a PM that works on our analytics features, so feel free to ask any questions you have about Genesys Cloud CX analytics or the brand new dashboards that are currently in Beta and will be released ASAP. 



    ------------------------------
    Matt Lawson
    Genesys - Employees
    Online Community Manager
    ------------------------------



  • 4.  RE: AMA Now OVER - Analytics Dashboards

    Posted 03-22-2023 13:06
    No replies, thread closed.

    Question on Analytics in General: does the average handle time for an AGENT include previously involved agent time, or does it include only the monitored agent's involvement? 



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    Shelby Cronk
    ConvergeOne, Inc.
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    Original Message


  • 5.  RE: AMA Now OVER - Analytics Dashboards

    Posted 03-22-2023 13:15
    No replies, thread closed.

    @Shelby Cronk every agent will have their own time calculated. So if we are looking at a specific agent's handle time, it would only pertain to that agent. Hope this answers your question.

    Thanks,



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    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------

    Original Message


  • 6.  RE: AMA Now OVER - Analytics Dashboards

    Posted 03-22-2023 13:35
    Edited by Matt Lawson 03-22-2023 14:56
    No replies, thread closed.

    Thank you!

    On Dashboards, will the beta "auto refresh" even historic counts i.e. answer an abandon, to the current moment, or will it continue to require a manual refresh (click out and then back in). Do you have a better recommendation to see the most updated information in the historic dashboard widgets?  What is the auto-refresh time?



    ------------------------------
    Shelby Cronk
    ConvergeOne, Inc.
    ------------------------------

    Original Message


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