Helllo, @Glenda Kingston.
For me, both have value, but they solve different problems.
Native Genesys dashboards are great for daily operation, quick visibility, and standard metrics. They are usually easier for supervisors and business users because everything is already inside Genesys Cloud and does not require extra development.
But there are some limitations when the reporting need becomes more specific. For example, when you need custom calculations, combine Genesys data with CRM or business data, create executive dashboards, or keep historical views in a very specific format, external reporting through APIs and BI tools becomes necessary.
So I usually see it this way: Genesys dashboards are the best starting point and work well for most operational needs, but for deeper analysis, customization, or cross-system reporting, external tools can bring much more flexibility.
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Arthur Pereira Reinoldes
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