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  • 1.  Customized Reports

    Posted 11-20-2018 02:43
    No replies, thread closed.
    Hello Everyone,

    In our system, there are feedback data collected at the end of the inbound/outbound calls.
    Our customer would like to have a custom report to show feedback data regarding the questions have been asked.

    Is it possible to create a custom report in PureCloud under "Reports" section? Can I see my feedback data from the callers?


    Best Regards,

    #Reporting/Analytics

    ------------------------------
    Ali Aljohani
    Jathwa Technology Solutions
    ------------------------------


  • 2.  RE: Customized Reports

    Posted 11-21-2018 07:06
    No replies, thread closed.

    Hi Ali Aljohani

    How are you collecting and storing this data?
    We have an similar project here and we are building an external custom reports web application and embedding it as "custom client application" in the contact center insights page of purecloud.

    External reports integration
    regards



    ------------------------------
    Fulvio Silva
    Technology Evangelist Solve4me
    fulvio@solve4me.com.br
    ------------------------------

    Original Message


  • 3.  RE: Customized Reports

    Posted 11-21-2018 08:14
    No replies, thread closed.
    Dear Fulivo,
    Thank you for the feedback.

    Actually, I would like to know if these data are stored by default in PureCloud.
    Is there a feature called Survey in PureCloud?
    What are the possible approaches to store data and to have inbound/outbound feedback/survey?


    Best Regards,

    ------------------------------
    Ali Aljohani
    Jathwa Technology Solutions
    ------------------------------

    Original Message


  • 4.  RE: Customized Reports

    Posted 11-21-2018 12:10
    No replies, thread closed.
    Is the feedback data that you are looking for captured by the agents in Notes or somewhere else?

    If the information you are looking for is in Notes this is stored in Analytics. You can see the notes in the Interaction Views view today. We are also working on allowing this data to be exported as a CSV which would provide an easy option to extract and review.

    ------------------------------
    Don Huovinen
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Customized Reports

    Posted 11-26-2018 02:14
    No replies, thread closed.
    Dears,

    Thank you all for provided information, and your help.

    @Donald Huovinen and @Fulvio Silva​​​​​ , I am using in Architect the "Participant Data", so I can save all data in the survey IVR (to take customer feedback after the agent).

    Now, for Reports, we want to have all these collected data in the reports.
    Is it possible have the data in custom report?



    Best Regards,

    ------------------------------
    Ali Aljohani
    Jathwa Technology Solutions
    ------------------------------

    Original Message


  • 6.  RE: Customized Reports

    Posted 11-28-2018 10:29
    No replies, thread closed.
    The participant data would be attached as attributes and can be accessed using the API /api/v2/conversations/{conversationId}
    Unfortunately you need to extract this data on a per conversation basis so you need to 1) get a list of the conversations and 2) perform an API call against each conversation.

    There is on-going work to add IVR data into analytics via Architect and then provide the views (presentation) to display the IVR analytics. It should be possible to add IVR data into analytics more directly towards the end of this year/early next.

    Thanks

    ------------------------------
    Don Huovinen
    Genesys - Employees
    ------------------------------

    Original Message


  • 7.  RE: Customized Reports

    Posted 11-21-2018 12:19
    No replies, thread closed.
    @Ali Aljohani I am unclear...was your original question asking whether PureCloud can store the feedback results and report on it because a potential customer is moving to PureCloud from another system where they currently can do so?

    Or, are your agents already using Scripts for Inbound and Outbound calls in PureCloud, and the scripts have fields used to collect the feedback at the end of the call?​​

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


  • 8.  RE: Customized Reports

    Posted 11-21-2018 09:02
    No replies, thread closed.
    Currently there is no Survey feature in PureCloud. It is going to be released soon.

    See https://help.mypurecloud.com/articles/about-web-surveys/ for some information.

    Basically, the agent will not collect any feedback directly. The customer is given a link to a web based survey, and the results are stored with the Interaction if the customer goes online and takes the survey.

    There are no standard reports planned. The survey results will be available on a per-interaction basis (you need to view the interaction to view the results), or you can access the results via the API.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


  • 9.  RE: Customized Reports

    Posted 11-22-2018 12:40
    No replies, thread closed.
    Correction @George Ganahl we will be providing Performance Views for the new survey functionality.   ​

    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


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