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Beta: Campaign Performance Views

  • 1.  Beta: Campaign Performance Views

    GENESYS
    Posted 11-21-2022 10:48

    Hi all,

    We are excited to announce the beta release of the new Campaign Performance Views. These views enable users see the performance summary of all the campaigns within their division and get a detailed view of each individual campaign's performance. 

    The exports of these views will provide the functional equivalent of the following canned Dialer reports, currently available within the Reports area of the application.
    • Dialer Campaign Success Results by Interval
    • Dialer Campaign Success Results by Day


    We request that anyone interested in participating in this beta, register using the form:  Campaign Performance Views - Beta Candidate Survey

    Upon completion of the selection of beta testers,
    we will reach out to you confirming the feature enablement for your organization.

    Thanks!


    #BetaAnnouncement

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


  • 2.  RE: Beta: Campaign Performance Views

    Posted 12-06-2022 17:26
    Edited by Enrico Cornelio 12-06-2022 17:27
    How about the canned report - Dialer Campaign Detailed Attempt History Report ?  Is this going to be replicated in the Performance views?  That report shows every attempt made on a contact.  Currently the Interactions list only shows a record and a column for Outbound attempted. If a contact was called 4 times, we wanted to find out when each of the 4 attempts was made and the wrap-up code assigned. The Attempt History report, shows the 4 individual attempts details, while the Interactions list only shows one record and a column for the attempts made and the last wrap-up code.

    Thanks
    Rico Cornelio

    ------------------------------
    Enrico Cornelio
    LeafFilter North, LLC.
    ------------------------------



  • 3.  RE: Beta: Campaign Performance Views

    Posted 25 days ago
    Any update on replicating the canned report that will be deprecated "Dialer Campaign Detailed Attempt History Report" ?  When will the Campaign Performance Export be available on general release or is this in beta? The site say that report will be deprecated soon https://help.mypurecloud.com/articles/deprecation-canned-reports/

    ------------------------------
    Enrico Cornelio
    LeafFilter North, LLC.
    ------------------------------



  • 4.  RE: Beta: Campaign Performance Views

    GENESYS
    Posted 23 days ago
    Hi Enrico,

    Apologies for the delayed reply! On the page you linked above with the deprecation article, you can scroll down and see information for each of the reports that details how to recreate them now, or indicating that the Feature is coming soon. The report you mentioned is already available by using the instructions shown in the screenshot below. Hopefully that helps, if not, please let us know if you need more assistance.


    Thanks!

    ------------------------------
    Laurie Nelson
    Genesys - Employees
    Sr. Director Product Management - Data, Analytics and Reporting
    ------------------------------



  • 5.  RE: Beta: Campaign Performance Views

    Posted 23 days ago
    Hi Laurie,

    I have tried the steps you have outlined and that report only shows one record for each of the conversation ID. On canned report for outbound dialer Attempt report, each attempt of dial creates one record.  Since in outbound dialer, a record can be dialed multiple times if the attempts does not reach a contact. The Interactions report you listed above would show only the last attempt made. Since the dialer maintains the same conversation ID for the redials, that report only shows the result of the last attempt.  Example, if a record on the calling list is dialed 4 times, that report would show only one interaction record instead of 4. If you select to display the custom attributes, there is a column called "Outbound Attempted" and this would show the number of attempts it made.  What the canned report that will be deprecated shows are all 4 attempts showing the time the call was made, as well as the wrap-up codes and call analysis results.
    This is the report that need to be replicated before deprecating the canned report.


    ------------------------------
    Enrico Cornelio
    LeafFilter North, LLC.
    ------------------------------



  • 6.  RE: Beta: Campaign Performance Views

    Posted 23 days ago
    attached are two files one is the Interactions Export based on the steps you listed and the other is the canned report.  The interactions export only shows one record for the same contacted- while the Dialer attempt reports shows multiple records based on the attempts made.

    ------------------------------
    Enrico Cornelio
    LeafFilter North, LLC.
    ------------------------------

    Attachment(s)



  • 7.  RE: Beta: Campaign Performance Views

    GENESYS
    Posted 23 days ago
    Hi Enrico,

    Apologies, I didn't read your first message closely enough. I will check on this further. @Nikhil Ponnam is currently out of office, but we will get back to you as soon as possible. ​

    Thanks,

    ------------------------------
    Laurie Nelson
    Genesys - Employees
    Sr. Director Product Management - Data, Analytics and Reporting
    ------------------------------



  • 8.  RE: Beta: Campaign Performance Views

    Posted 15 days ago
    Hi Laurie,

    Any update on the question regarding the Dialer Attempt Report ?

    Thaks,
    Rico

    ------------------------------
    Enrico Cornelio
    LeafFilter North, LLC.
    ------------------------------



  • 9.  RE: Beta: Campaign Performance Views

    GENESYS
    Posted 15 days ago
    Hi Enrico,

    Sorry for the delay. As you pointed out above, "Outbound Attempt" is a column available in the view that shows the number of attempts. We don't show each attempt line by line currently for this view but we'd like to understand the use case behind this. What specifically are you looking for from the line by line view? How do you use that information?

    We need to take into account the cases where there are lots of attempts and the user experience considerations in those cases, so any insights you can provide would be great.

    Thanks,

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



  • 10.  RE: Beta: Campaign Performance Views

    Posted 15 days ago
    Hi Nikhil,

    We use the data for each attempt made such as the time of the attempt made, wrap-up code assigned, the agent who handled the call or if was no answer, busy , answering machine which are not passed to an agent. This is critical since we report on these metrics. The Interactions export does not provide that detail and only shows the total number of Outbound attempts on that record. 

    Thanks,
    Rico






  • 11.  RE: Beta: Campaign Performance Views

    GENESYS
    Posted 15 days ago
    Thanks Rico. We'll evaluate this and get back to you. We will also take this account into the canned reports deprecation plan and make the necessary updates.

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



  • 12.  RE: Beta: Campaign Performance Views

    GENESYS
    Posted 14 days ago
    A lot of Dialer shops depend on this type of information.  I've got a couple of customers who need it as well.

    ------------------------------
    Jason Loucks
    Genesys - Employees
    ------------------------------



  • 13.  RE: Beta: Campaign Performance Views

    Posted 22 days ago
    I'm not sure if this is the right venue for this feedback, but I would really like to see the percent metrics expanded to at least one decimal place on the Campaign Performance View - for example, the Dial Abandon Rate. If nothing else, having this formatting be configurable so organizations could make the decision would be a welcome enhancement. A whole number percentage doesn't provide quite the level of detail I need.

    ------------------------------
    Emily Kammerer
    Ascendium Education Solutions, Inc.
    ------------------------------



  • 14.  RE: Beta: Campaign Performance Views

    GENESYS
    Posted 22 days ago
    Hi Emily!

    This is exactly the type of feedback we are looking for here, so thank you for the comment! @Nikhil Ponnam returns from PTO next week and can have a look at this feedback and consider it then. ​

    Thanks!

    ------------------------------
    Laurie Nelson
    Genesys - Employees
    Sr. Director Product Management - Data, Analytics and Reporting
    ------------------------------



  • 15.  RE: Beta: Campaign Performance Views

    GENESYS
    Posted 19 days ago
    Hi Emily, thanks for the feedback. We had a similar request for another view a while back, highlighting the need for higher number of decimal places. Can you add an idea for this?

    Thanks,

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



  • 16.  RE: Beta: Campaign Performance Views

    Posted 16 days ago
    Thanks Nikhil, I've done this. Sharing the link for anyone interested:
    https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1264

    ------------------------------
    Emily Kammerer
    Ascendium Education Solutions, Inc.
    ------------------------------



  • 17.  RE: Beta: Campaign Performance Views

    Posted 15 days ago
    GENESYS
    HI Laurie,

    Any update on the question below ?

    Thanks,
    Rico


    Posted 7 days ago
    Hi Enrico,

    Apologies, I didn't read your first message closely enough. I will check on this further. @Nikhil Ponnam is currently out of office, but we will get back to you as soon as possible. ​

    Thanks,

    ------------------------------
    Laurie Nelson
    Genesys - Employees
    Sr. Director Product Management - Data, Analytics and Reporting
    ------------------------------


    ------------------------------
    Enrico Cornelio
    LeafFilter North, LLC.
    ------------------------------