Description
The Business Analytics Service module for Genesys Cloud is an All-in-One analytics service that makes it easy to create custom reports and view them within the Genesys Cloud environment.
How does it work?
This service is based on two automated processes for data ingestion and processing: a Batch process for historical data and a Streaming process for real-time data.
These automated processes allow the movement of data from the Genesys Cloud platform through a data pipeline hosted on AWS to a data warehouse to be easily processed by BI (Business Intelligence) tools such as AWS QuickSight / Kibana and visualized as reports and dashboards in the Genesys Cloud environment.
Categories of data covered
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Data on interaction details including attributes or participant data
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Queuing data (calls offered, dropped calls, outgoing calls, ASA etc.
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Agent performance data (answered calls, AHT, transfers, etc.
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Quality scores (per question, per form, etc.
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IVR flow information
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Flow Outcomes, milestones information
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Dialer/outbound interaction information
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Routing status (interacting, alerting, idle, etc.)
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User presence (training, break, away, etc)
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Surveys
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Transfers between queues and agents
Main features
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All In One Custom Reporting Solution for Genesys Cloud
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Easy to use: Reports Right Inside Genesys Cloud
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Reports Customized to Fit Your Role
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Save time and money on report building and visualization
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Get Historical and Real-Time Reports
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24/7 Monitoring
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24/7 Support
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Data Pulled Straight from Genesys Cloud's API Catalog and Event Topics
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Data query flexibility (Data warehouse)
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Solution deployed on AWS in high availability
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Expert BI consulting
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Solution in production in organizations from 50 agents to 3000 agents
Examples of Historical Reports
Quality Report
This report demonstrates how you can expand information beyond what Genesys natively provides. In this instance, it presents a summary of quality evaluation results, along with a detailed breakdown of each evaluative question. This capability not only enables a deeper understanding of processes but also identifies areas for continuous improvement and enhances the customer experience.
Business Report
This type of reporting offers us the opportunity to blend Contact Center data with internal business insights. In this specific scenario, focusing on the healthcare sector, we're presented with a comprehensive analysis that quantifies interactions received by the Contact Center for each healthcare entity, as well as the most requested medical specialties by patients and the countries of origin for these communications, among other pertinent data for our company.
Examples of
Real time Reports
Customer Segmentation Report
This dashboard example provides us a complete tool to keep track of the different customer segments engaging with us.Moreover, it offers the invaluable feature of real-time visualization of the reasons driving these communications, enabling a deeper understanding and more effective response to our customers' needs and concerns.
Health Reporting - Edges
Using real-time dashboards, we not only track contact centre operations, but also the health of your infrastructure. For example, we can track the CPU usage of edge servers to avoid system performance issues.
