Genesys Education is excited to announce the refreshed and strengthened Reporting and Analytics ILT to better support users of native Genesys Cloud analytics capabilities. The core, trusted content you rely on is still at the heart of the course-now updated for greater clarity and impact-while new sections dive deeper into common metrics, pre-built dashboards, and analytics settings for service level and custom calculations.
Here's a deeper look at what's changed:
- Common metrics - Dig into how common Genesys Cloud contact center metrics are defined, counted, and displayed across agent- and queue-focused views.
- Pre-built dashboards - Explore views with pre-built dashboards to monitor key performance areas using intuitive, widget-style formats. An added bonus? We'll cover the Agent Copilot and Virtual Agent dashboards so that you can track the impact of deployed AI capabilities.
- Service level calculations - Go deeper with optional content on how to configure and calculate service level targets.
- Custom calculations - Want more customization? Discover how to create and deploy formula-based metrics in dynamic views, tailored to your business needs.
Already taken the Reporting and Analytics course? Short on time? No problem.
You don't need to commit to another full day of training to benefit from what's new. With the Self Study enrollment option, you can jump straight into the latest updates at your own pace.
Whether you prefer the full instructor-led experience or a quick, targeted refresh, we've made it easier to get the knowledge you need, when you need it.
Explore the updates today and stay up to date your way. Just one of the many benefits for Genesys Cloud learning subscription holders!
#GenesysCloud
#Training
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Lindsay Scarpaci
Product Manager, Genesys Education
Genesys - Employees
lindsay.scarpaci@genesys.com
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