Drive decisions with contact centre reporting and analytics

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Gain full visibility into all operations to improve your business

Act quickly with real-time analytics

Real-time alerts and live streaming data enable you to monitor your contact center across queues, interactions and employee statuses. Make adjustments to queue activity and more directly in the analytics user interface.

Outperform targets with the right insights

By leveraging rich queue insights, such as necessary skills and interaction quality, you can plan ahead and optimize your resources. Employees can also track their performances for continuous improvement.

Access data at your convenience

Access all your data via API, Eventbridge and Genesys AppFoundryⓇ Marketplace partners. Or bring in more data from CRM systems, such as Salesforce, Zendesk and Microsoft Dynamics. Export data straight from the UI into third-party tools.

Get clear and actionable insights across touchpoints

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Real-time and historical analytics

Monitor your operations with real-time analytics for queue activity, adherence, topic trends, skills and languages. Gain insights on inbound interactions, conversations, outbound campaign progress and more.

Customisable dashboards and views

Easily build and save custom views, and toggle between tabs to save time and effort, with dedicated analytics workspaces. With pre-built dashboards and views, users get a snapshot of what they need to know.

Actionable analytics UI

The analytics UI provides intuitive drill-down paths to explore data. Use embedded controls to manage employee availability, assign interactions, monitor adherence, view in-progress interactions for live coaching and more.

Real-time alerts

Define real-time alerts based on queue, user, conversation and presence-based metrics. And create multiconditional alerts to identify more complex scenarios. Receive these alerts via the app, SMS or email.

Data export support

Easily access Genesys Cloud CXâ„¢ platform data using export URLs that automate updates in external tools, platform APIs, Eventbridge data streaming, AppFoundry partner apps and our native A3S application.

Analytics as a Service (A3S) solution

Easily organise your data from end to end with the A3S solution. Plus, you’ll get over 30 additional pre-built and customisable dashboards and reports, data warehousing, and the ability to bring in external data.

Take the self-guided product tour

See how Genesys Cloud CXâ„¢ helps deliver experiences from a single platform.

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42%

of CX leaders say their biggest strategic customer experience priorities for the next one to two years are to enhance data capabilities for response to intervention, analytics and reporting.

Genesys, The State of Customer Experience, 2023

Realise the full value of your data

Genesys unlocks the business value of your data with useful reporting and analytics, alerts to surface potential issues, AI-driven insights, and an open platform for full access.

With the right data and an actionable UI, admins can make operational decisions and act on them faster — especially when unexpected issues occur. Quickly move agents between queues, when needed, to meet high outreach volumes. And use quality management capabilities to identify key insights in conversations and schedule coaching. Plus, you can easily optimise everyday operations with Genesys Cloud CX analytics.

Inform every operational decision with actionable insights

Reliable insights can be the difference between business success and failure. The best insights help you define and validate actions before you take them so you can move forward confidently.

Turn operational insights into immediate action

Get operational insights with real-time alerts and dashboards on queues, interactions, employee activity, and performance across voice and digital interactions. Then drill down into metrics and KPIs for root-cause analysis or to track down individual interactions to better understand what’s happening. And you can take immediate action by making adjustments directly in the UI.

Improve interaction quality with customer context

Surface rich customer insights through outcome prediction, speech and text analytics, sentiment detection, and intent mining in Genesys AI. Admins can get automatic insights into knowledge use and its effectiveness to identify gaps and address them in real time. Intent Miner uses artificial intelligence to automatically surface intents from actual conversations and digital interactions. This reduces the time bot builders spend guessing customers’ intentions — and helps them build better bots.

Elevate your employees with the right analytics

Genesys Cloud CX makes it easy to ensure agents perform their best. Use identity resolution to create single customer views so employees have important context during conversations. Using the agent desktop, employees can view a customer journey map to see web activity, search terms, conversations, audience segments, purchase history, device history and progress toward business outcomes. This reduces repetition for customers and helps employees provide informed responses quickly.

Get enterprise-level support, security and reliability

Easily retrieve or synchronise data, such as conversations, using internal applications and data stores. You’ll have access to a rich set of open APIs, an expansive ecosystem of pre-built solutions and applications, and simple integration methods like event-based messaging and REST-based services. These allow you to perform a variety of tasks, including ad hoc queries, near-time data synchronisation and asynchronous data exports.

And you never have to worry about uptime. Genesys Cloud CX delivers guaranteed uptime above 99.99% and global security compliance with GDPR, SOC 2, HIPAA and HITRUST certification.

See what our customers have to say

The most important factor for us is the high degree of transparency of the solution. With Genesys, we can provide management with meaningful and reliable statistics at any time.

— Manuela Lüdke, Managing Director, SV Dialog GmbH & Co. KG

Read the story

Now that agents can check their start times whenever necessary, agent adherence to schedules has improved from 80% to 90%.

— Humm Group, a financial services company

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See what else you can do with Genesys

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Four steps to optimise customer experience measurement

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Improve CX and contact centre performance with customer journeys

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The IT professional’s guide to creating data-driven experiences

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The Forrester Waveâ„¢: Contact Center As A Service, Q1 2023

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Drive better results with Genesys reporting and analytics

Better insights help achieve strategic goals, drive better customer experiences and increase customer satisfaction. The right reporting and analytics solution will help your team improve every customer interaction — no matter the channel.

Give your call center agents leading tools to deliver top-notch customer service. With the right call centre analytics software, they’ll have access to historical and real-time customer data and insights. Request a demo to see how you can leverage Genesys reporting and analytics today.

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About Genesys

Every year, Genesys® orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

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