Genesys Cloud - Main

Do you find more value in native Genesys dashboards or external reporting tools (API/BI)?

and...

Why?

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.

Hello Glenda Kingston,

For me, both have their place depending on the use case.

I typically start with native Genesys dashboards and reporting for operational visibility and day-to-day management, as they're easy to access and maintain.

That said, we also use Brightmetrics for dashboards and reporting, which gives us a little more flexibility around how we present data, tailor dashboards for different audiences, and build customised reporting views.

I see them as complementary rather than one replacing the other. Native reporting is often my first stop, while external reporting tools add value when there are more specific business or presentation requirements.

It depends on the type of organization. BPOs usually require custom reports that align with their own standards and formats. Generally speaking, day-to-day operations are well served by standard reports and dashboards. However, when organizations rely on reporting to demonstrate performance, meet contractual obligations, or justify their business outcomes, they often require customized reports.

We've started using PureInsights, and the additional dashboards/customizations are very helpful. The pricing is also pretty reasonable as a monthly add-on for users. Might be a helpful quick win versus a full BI integration. 

Welcome! | PureInsights Documentation

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Timothy Alexander
Global Network And Unified Communications Architect
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