Genesys Cloud CX

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  • 1.  Real-time report

    NEW MEMBER
    Posted 10-05-2022 20:08
    Hello!

    Is there anyway we can get real-time interaction report or we can get real-time reports based on wrap-up code?
    #Reporting/Analytics

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    Bhargav Shah
    Advantmed
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  • 2.  RE: Real-time report

    Posted 10-06-2022 12:32
    One thing to remember is that ALL the views in Performance Workspace are real-time and historical.  If you are viewing a time period that includes the current period, then when you view or refresh a View, it is automatically pulling in real time the information in the data lake.  Also, there is no real delay (10 sec or so at the most) between actions in the platform and when they are written to the data lake.  This includes all the views and dashboards.  For wrap-up, you have many options to filter by queue, users, and other factors.  The new Topics spotting is overtaking wrap-up codes for the categorization of calls.  You should check that out.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Real-time report

    GENESYS
    Posted 10-10-2022 09:49
    I couldn't have said it better than how Robert described it. Always a good nugget to remember about the Workspace views in Genesys Cloud.

    Just to answer your questions specifically:
    Wrap up information can be surfaced as a data column in Interactions View as well. You can opt to export the view then process/pivot it as an alternative option.

    Curious - is there a specific metric you are looking at? What kind of information are you trying to pull from these reports? Maybe us folks here can help further.

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    Nico Feliciano
    Genesys - Employees
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