Genesys Cloud - Main

Q1: With how businesses are adapting to the use of AI to improve how we work, has Genesys considered using AI to work alongside reporting and analytic data in Genesys.  For example, you ask AI with in Genesys to generate a report on some metrics and have it explain the data presented.  

I feel a feature like this would reduce the time contact centres spend on analysing data to present to stakeholders.

Q2:  Word clouds are a good way to show the most common things that are mentioned in reports.  With the use of Topics in Genesys, do you ever see something like a word cloud become available in a Dashboard for Supervisors to monitor in real time various topics discussed with their centre?

Q3: Genesys currently can only Ascend - Descend data by Date. Is Genesys working on making this available for other columns?  We would find this would help a lot when sorting Interactions or Agent reporting data.

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Robert Niblock
Contact Centre Technology Analyst
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Q1: With how businesses are adapting to the use of AI to improve how we work, has Genesys considered using AI to work alongside reporting and analytic data in Genesys.  For example, you ask AI with in Genesys to generate a report on some metrics and have it explain the data presented.  

I feel a feature like this would reduce the time contact centres spend on analysing data to present to stakeholders.

Q2:  Word clouds are a good way to show the most common things that are mentioned in reports.  With the use of Topics in Genesys, do you ever see something like a word cloud become available in a Dashboard for Supervisors to monitor in real time various topics discussed with their centre?

Q3: Genesys currently can only Ascend - Descend data by Date. Is Genesys working on making this available for other columns?  We would find this would help a lot when sorting Interactions or Agent reporting data.

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Robert Niblock
Contact Centre Technology Analyst
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Here are my 4 cents (inflation hits everyone!)

• What is Genesys doing to provide better trending views like you can see in Power BI and other CCaaS providers for month over month, year over year.
• Will the Genesys API every allow SQL-type queries into the data?
• Will replication to customer snowflake, etc be something that will be offered as part of the platform, or are you always going to have to use A3s and others?
• Along with Robert, clients love word clouds like was touted over a year ago with the new Topic Trends report.  We need that across all STA
• Is Genesys going to invest in some sort of visualization tool like Emite or PureInsights has to allow better reporting?
• When will we get sorting and filtering of columns like EVERY other CCaaS solution has?
• Do you have powerful, effective examples of what Journey Mapping can do for companies?

I was just in CA.  That's more like your 1.00 there...presuming you spent 3 minutes on it :-)

Here are my 4 cents (inflation hits everyone!)

• What is Genesys doing to provide better trending views like you can see in Power BI and other CCaaS providers for month over month, year over year.
• Will the Genesys API every allow SQL-type queries into the data?
• Will replication to customer snowflake, etc be something that will be offered as part of the platform, or are you always going to have to use A3s and others?
• Along with Robert, clients love word clouds like was touted over a year ago with the new Topic Trends report.  We need that across all STA
• Is Genesys going to invest in some sort of visualization tool like Emite or PureInsights has to allow better reporting?
• When will we get sorting and filtering of columns like EVERY other CCaaS solution has?
• Do you have powerful, effective examples of what Journey Mapping can do for companies?

Here are my 4 cents (inflation hits everyone!)

• What is Genesys doing to provide better trending views like you can see in Power BI and other CCaaS providers for month over month, year over year.
• Will the Genesys API every allow SQL-type queries into the data?
• Will replication to customer snowflake, etc be something that will be offered as part of the platform, or are you always going to have to use A3s and others?
• Along with Robert, clients love word clouds like was touted over a year ago with the new Topic Trends report.  We need that across all STA
• Is Genesys going to invest in some sort of visualization tool like Emite or PureInsights has to allow better reporting?
• When will we get sorting and filtering of columns like EVERY other CCaaS solution has?
• Do you have powerful, effective examples of what Journey Mapping can do for companies?

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------

These are excellent question.  The 3rd bullet above is of particular interest to me.

• Will replication to customer snowflake, etc be something that will be offered as part of the platform, or are you always going to have to use A3s and others?

Thank you for asking.

------------------------------
Melissa Harty
VOICE DESIGN
------------------------------


Original Message:
Sent: 03-25-2025 12:49
From: Robert Wakefield-Carl
Subject: Next Q&A Show - Reporting and Analytics with Sam

Here are my 4 cents (inflation hits everyone!)

• What is Genesys doing to provide better trending views like you can see in Power BI and other CCaaS providers for month over month, year over year.
• Will the Genesys API every allow SQL-type queries into the data?
• Will replication to customer snowflake, etc be something that will be offered as part of the platform, or are you always going to have to use A3s and others?
• Along with Robert, clients love word clouds like was touted over a year ago with the new Topic Trends report.  We need that across all STA
• Is Genesys going to invest in some sort of visualization tool like Emite or PureInsights has to allow better reporting?
• When will we get sorting and filtering of columns like EVERY other CCaaS solution has?
• Do you have powerful, effective examples of what Journey Mapping can do for companies?

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Much of what Robert posted above is very valid for me and our team. I'll add several more potential questions, I may need to take some of these to the ideas portal :)

1. Filtering specifically by External Tag and other columns would be nice. The ability to leverage a wildcard for External tags such as xfer to and it will display any Interaction with the External tag beginning with xfer to.
    
2. Will the ability to add Answered SLA thresholds to the Analytics be added/considered? Currently we can configure multiple Abandon Intervals only. Answered Intervals would be an excellent touch and honestly our team needs this ability now.
    
3. Custom calculations will be an excellent addition. Is it possible to share what is coming soon for custom calculations and maybe a roadmap for that? https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1020
    
4. Data extraction to a 3rd party (ability to leverage SQL, RedShift, Snowflake, etc) is of great interest to us. We currently extract data via API and it is very cumbersome, especially with Conversation Detail. There is an idea that is in development, any additional insight into what is planned for initial release as well as roadmap would be excellent: https://genesyscloud.ideas.aha.io/ideas/DARDIC-I-9
    
5. Additional visual gauges would be a nice touch for dashboards, any thoughts or plans to add more visual widgets/chart types to dashboards?
    
6. Honestly enhancing the performance views visually by offering the ability to adjust Font size, column width, column wrap, etc would be excellent. Any chance of this?
    
7. When creating a recurring export, the ability to update the subject/title of the export would be excellent. I believe you can update the frequency and date/time, but I don't think you can adjust the title. Any chance of this happening?

Thanks all!

These are excellent question.  The 3rd bullet above is of particular interest to me.

• Will replication to customer snowflake, etc be something that will be offered as part of the platform, or are you always going to have to use A3s and others?

Thank you for asking.

------------------------------
Melissa Harty
VOICE DESIGN


Original Message:
Sent: 03-25-2025 12:49
From: Robert Wakefield-Carl
Subject: Next Q&A Show - Reporting and Analytics with Sam

Here are my 4 cents (inflation hits everyone!)

• What is Genesys doing to provide better trending views like you can see in Power BI and other CCaaS providers for month over month, year over year.
• Will the Genesys API every allow SQL-type queries into the data?
• Will replication to customer snowflake, etc be something that will be offered as part of the platform, or are you always going to have to use A3s and others?
• Along with Robert, clients love word clouds like was touted over a year ago with the new Topic Trends report.  We need that across all STA
• Is Genesys going to invest in some sort of visualization tool like Emite or PureInsights has to allow better reporting?
• When will we get sorting and filtering of columns like EVERY other CCaaS solution has?
• Do you have powerful, effective examples of what Journey Mapping can do for companies?

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Here are my 4 cents (inflation hits everyone!)

• What is Genesys doing to provide better trending views like you can see in Power BI and other CCaaS providers for month over month, year over year.
• Will the Genesys API every allow SQL-type queries into the data?
• Will replication to customer snowflake, etc be something that will be offered as part of the platform, or are you always going to have to use A3s and others?
• Along with Robert, clients love word clouds like was touted over a year ago with the new Topic Trends report.  We need that across all STA
• Is Genesys going to invest in some sort of visualization tool like Emite or PureInsights has to allow better reporting?
• When will we get sorting and filtering of columns like EVERY other CCaaS solution has?
• Do you have powerful, effective examples of what Journey Mapping can do for companies?