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  • 1.  Customizing Reporting

    Posted 04-11-2019 12:26
    No replies, thread closed.
    Good Morning!   I had a question from a user regarding reports in Genesys.  Is there a way to add customized reports instead of using the prebuild ones listed? 

    For example,  most reports are based on agents, and she is looking for a report based on phone numbers coming into the system.  

    I know we can filter these in interactions, but if we could get it in a report format,  that would be even better for her.  I can't really find anything, so just wondering if this would be a feature, or maybe available on the last tier. 

    thanks!
    #Reporting/Analytics

    ------------------------------
    Erin Neufeld
    [BSA]
    Kal Tire, LTD
    ------------------------------


  • 2.  RE: Customizing Reporting

    Posted 04-11-2019 14:58
    No replies, thread closed.
    All custom reporting has to be done through the PureCloud Analytics API:

    https://developer.mypurecloud.com/api/rest/v2/analytics/

    Or, for a pre-packaged solution that gives you a lot of options, there is PureInsights in the AppFoundry (dashboards and reports):

    https://appfoundry.genesys.com/#/filter/purecloud/listing/1f3df1a1-1aae-4439-b235-376062fc0b14

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: Customizing Reporting

    Posted 04-12-2019 12:22
    No replies, thread closed.
    As George said, there is no way to generate custom reports through the PureCloud UI.

    I'm not sure if it's exactly what your user is looking for, but there is a DNIS Performance view that shows statistics related to incoming calls based on the number the customer dialed to reach the contact center. You can also export the view as a CSV file that you can open in Excel. 

    Our Dev team is also working to make CSV exports available for the Interactions view. There's not a release date yet, but watch for it on the Features coming soon and Release Notes pages.

    ------------------------------
    Jordan Robinson-Rucker
    PureCloud Technical Writer
    Genesys - Employees
    ------------------------------

    Original Message


  • 4.  RE: Customizing Reporting

    Posted 04-12-2019 12:28
    No replies, thread closed.
    Hi Jordan!   Thank you for your information.   Our user specifically asked for a way to track one number coming into the system due to the lack of calls we seem to have for them, so I believe the DNIS view would work. 

    I will let her know about the CSV from the interactions as I think this will really accomplish what she is looking for.  To be able to pull all of the interactions and move them into excel to manipulate will be very helpful!  

    thanks again!

    ------------------------------
    Erin Neufeld
    [Job Title]
    Kal Tire, LTD
    ------------------------------

    Original Message


  • 5.  RE: Customizing Reporting

    Posted 04-12-2019 17:14
    No replies, thread closed.
    My apologies, Erin--my brain transposed what you said and presumed you were looking for an ANI-based report, rather than the DNIS. I should have mentioned the view Jordan gave you .

    Thank you, Jordan!

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


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