Hello,

I'm new to the community and currently exploring what Genesys can offer for my company. I am the project manager for a deployment involving more than 300 voice and email licenses. We are experiencing some shortcomings in real-time reporting and team supervision.

My team leader would like to have a quick overview of both voice and email activities, as well as know which agent is working in which queue. Previously, we used Kiamo, and this functionality was available, so I am quite surprised that we can't find a similar feature in Genesys. While we can access some KPIs through dashboards (though I must mention that some indicators seem incorrect), we are missing an overall view of the operation. Am I overlooking something?

Thank you very much for your help!

Happy to be part of the community

Hello Ledvina, 

We at 2Ring have a cloud based solution for your Genesys Cloud CX™ platform for calculating & displaying real-time data on large screens in contact centers (wallboards) and also directly on computer screens of supervisors, agents and even on mobile devices of executives (dashboards). Visual alert (color changes, blinking), audible alerts (one-time, repetitive), IM (Discord, Slack, Webex, Microsoft Teams), texting, and email alerts based on thresholds are also easy to setup and change on the fly. We are on the appfoundry see url: 

Hello Ledvina,

Welcome to the Community! I do know that we recently had a Q&A session with the PMs for an upcoming Dashboard UI update that will improve the look of some of our analytics. I would recommend that you check out the video below to learn more info.

If you think we are missing some functionality, we encourage you to register your request through the Product Ideas Lab. To Access the Product Ideas Lab and add your idea:

1. Sign in to the Genesys Knowledge Network.
2. On the Product Ideas Lab section, click Browse and Submit Ideas.
3. From the Product Ideas Lab, click Add a Product Idea.

You can also view and vote for existing ideas.

https://help.mypurecloud.com/faq/how-do-i-submit-an-enhancement-request/

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Jason Kleitz
Genesys - Employees
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