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  • 1.  Next Q&A Show - Reporting and Analytics with Sam

    Posted 28 days ago
    Edited by Matt Lawson 21 days ago

    Hey everyone,

    What are your Reporting and Analytics questions?

    In case you have not heard the Genesys Community is now offering a Genesys Cloud - Reporting and Analytics community!

    You can always join and ask questions there, but this week is special because Community Moderator Sam is going to join us for an episode of the Q&A Show. This is his chance to demo one of his most-discussed features. Any guesses what it is? 

    It is also YOUR chance for Sam to answer one of your questions. Whether you are just getting started or more advanced in your Reporting an Analytics approach, Sam's 10+ years of experience should be of help! So ask away!!

    Questions are due by EOD on Wednesday.

    Cheers,

    Matt


    #Reporting/Analytics
    #CommunityVideos(TAM,QA,etc.)

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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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  • 2.  RE: Next Q&A Show - Reporting and Analytics with Sam

    Posted 27 days ago

    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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    Original Message


  • 3.  RE: Next Q&A Show - Reporting and Analytics with Sam

    Posted 27 days ago
    Edited by George Ganahl 27 days ago

    Great questions! Sam will be able to give concrete answers, I'm sure!

    I feel obligated to put in a plug for the Ideas Lab (linked in the "brain"/GKN sidebar here) where you can enter enhancement requests for new Genesys Cloud features and vote on Ideas others have entered.

    For example, https://genesyscloud.ideas.aha.io/ideas/ANLS-I-455 (in development, targeting H1 2025), lines up with your Q3 above



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    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


  • 4.  RE: Next Q&A Show - Reporting and Analytics with Sam

    Posted 27 days ago

    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
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    Original Message


  • 5.  RE: Next Q&A Show - Reporting and Analytics with Sam

    Posted 27 days ago

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



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    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


  • 6.  RE: Next Q&A Show - Reporting and Analytics with Sam

    Posted 27 days ago

    (And that's at minimum wage)



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


  • 7.  RE: Next Q&A Show - Reporting and Analytics with Sam

    Posted 26 days ago
    Edited by Melissa Harty 26 days ago

    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.



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    Melissa Harty
    VOICE DESIGN
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    Original Message


  • 8.  RE: Next Q&A Show - Reporting and Analytics with Sam

    Posted 25 days ago

    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!



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    Shane
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    Original Message


  • 9.  RE: Next Q&A Show - Reporting and Analytics with Sam

    Posted 21 days ago

    Hey everyone, 

    Some good news, bad news. 

    Good News - Sam and I met last week to record and the episode is now available. Hope you check it out!

    Bad News - Sam and I were not able to address the great questions you all submitted. Sam is a product expert when it comes to existing functionality, but we do not have visibility into the product roadmap beyond what you can see in roadmap presentations and the Ideas Lab. HOWEVER...

    MORE Good News - The Reporting and Analytics PM team met with Sam and I this morning, and we are going to do a Part 2 of this episode two weeks from now. In part 2, we will do our best to answer all of the thoughtful questions you submitted. So stay tuned! 

    Until then, if you have any Reporting and Analytics questions, join the R&A Community! Sam and 200 other members would love to see you there and talk with you.

    Cheers,

    Matt



    ------------------------------
    Matt Lawson
    Genesys - Employees
    Online Community Manager
    ------------------------------

    Original Message


  • 10.  RE: Next Q&A Show - Reporting and Analytics with Sam

    Posted 7 days ago

    Hey @Robert Niblock, @Robert Wakefield-Carl, @Melissa Harty, and @Shane Jenkins, 

    Thanks to your wonderful questions, we will be getting you answers in a three-part mini Q&A Show mini series! Get the full details here. 

    Cheers!

    Matt & Team



    ------------------------------
    Matt Lawson
    Genesys - Employees
    Online Community Manager
    ------------------------------

    Original Message


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