This live, 60-minute beginner webinar introduces new Genesys Cloud Analytics users to the core views, dashboards, and KPIs they are most likely to encounter in day-to-day operations.
By the end of the webinar, learners should be able to:
- Distinguish between historical analytics and real-time monitoring in Genesys Cloud.
- Navigate to common analytics areas, including Dynamic Views and dashboards.
- Explain a small set of core KPIs, including Service Level, ASA, and AHT, in plain operational terms.
- Drill down into performance data using views such as Interaction Details and Agent Timelines to investigate issues.
- Explain why different users may see different views, reports, or dashboards based on role and permissions.
Format: Live, instructor-led, demo-centered
Audience: Beginner level
A live, demo-centered beginner webinar for new supervisors and operational users that teaches them how to navigate Dynamic Views and Real-time Dashboards, and move from “I see a number” to “I know what to check next.
Date: 25th June
Time: 11:00 U.S. Eastern
Registration/more info link:
https://genesys.zoom.us/webinar/register/WN_tAVSgPQ4QR2vE-Ee7LWahw
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