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  • 1.  Genesys reporting

    Posted 07-16-2024 06:42

    Genesys out-of-the-box reporting isn't able to give us the level of granular detail that we require.

    Can anyone share their reporting stories and whether they would recommend any reporting or data insights partner in particular, if at all?

    Kind regards,

    Chris


    #Reporting/Analytics

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    Chris Diaper
    Cover-more Group Ltd
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  • 2.  RE: Genesys reporting

    GENESYS
    Posted 07-16-2024 15:58

    Hello Chris,

    Could you let us know if there are any particular metrics or reports that you are interested in? That my help with people sharing their ideas on how to best get that data.



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    Jason Kleitz
    Genesys - Employees
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    Original Message


  • 3.  RE: Genesys reporting

    Posted 07-17-2024 07:34
    Edited by Chris Diaper 07-17-2024 07:34

    Hi Jason / all,

    So the hot topic currently is with Quality & specifically Evaluation Scores.

    Do you happen to know if there is a way to export the Evaluation Form itself to capture all of the questions & scoring etc please.

    The reporting element, we are looking to provide a summary of the Evaluation score summary per Agent per month along with an overall aggregate where possible.




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    Chris Diaper
    Cover-more Group Ltd
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    Original Message


  • 4.  RE: Genesys reporting
    Best Answer

    GENESYS
    Posted 07-17-2024 10:10

    Hello Chris,

    Unfortunately, there is no such functionality at this time. I was able to find the following idea in the Product Ideas Lab. It currently is in the Upcoming Development status but I wasn't able to find a beta or release date. However, there is a not from the Admin team that says

    We are in the midst of finalizing on this topic I'll provide an update when we have an official GA date. In the meantime the best method to get evaluation data at the question group and question level is with the Quality APIs as noted below. 
    -----
    As noted previously - there are Quality APIs available today to get the data at question and question group level. Additionally - we are planning to add new Analytics APIs that will enable us to provide new evaluation activity views and evaluation performance views. Rather than pre-configured/canned reports - you will then be able to customize your view, save it and export.

    If you click the VOTE button on that page, it should notify you via email as this Idea progresses through development. In the mean time, I would recommend you take a look at the options that we provide in the API Explorer and check out the Quality section.

     



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    Jason Kleitz
    Genesys - Employees
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    Original Message


  • 5.  RE: Genesys reporting

    Posted 07-17-2024 10:43

    Thanks Jason, appreciate your quick response & advice on this - much appreciated.



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    Chris Diaper
    Cover-more Group Ltd
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    Original Message


  • 6.  RE: Genesys reporting

    Posted 07-17-2024 15:06
    Edited by Melissa Callender 07-18-2024 07:51

    We would like to do the same in our organization.  Best case would be to have this all available in the UI.  

    Our contact center would like to see the summary for each agent.

    This is especially important to the business to track performance on compliance.



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    Melissa Callender
    Senior Operations Specialist
    Ontario Teachers' Pension Plan
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    Original Message


  • 7.  RE: Genesys reporting

    Posted 07-17-2024 18:02

    Thanks Melissa, that's good to know that there is someone in the same situation as myself.

    The tricky part is trying to explain to someone internally in your business that Genesys doesn't have this reporting capability "baked-in" whereas the platform that was used previously may have had a reporting suite available that was native to the platform itself.



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    Chris Diaper
    Cover-more Group Ltd
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    Original Message


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