{"id":267024,"date":"2020-05-01T12:22:04","date_gmt":"2020-05-01T19:22:04","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=capabilities&p=267024"},"modified":"2025-01-29T20:59:38","modified_gmt":"2025-01-30T04:59:38","slug":"reporting-and-analytics","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/en-sg\/capabilities\/reporting-and-analytics","title":{"rendered":"Analytics and reporting"},"content":{"rendered":"

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Drive decisions with contact centre reporting and analytics<\/h1>\n

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Book a demo<\/a><\/div>[\/vc_column][vc_column width=”1\/2″ offset=”vc_col-lg-offset-1 vc_col-md-offset-1 vc_col-sm-offset-0 vc_hidden-xs”][vc_single_image image=”484245″ alignment=”center”][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text]<\/p>\n

Gain full visibility into all operations to improve your business<\/h2>\n

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Act quickly with real-time analytics<\/h3>\n

Real-time alerts and live streaming data enable you to monitor your contact centre across queues, interactions and employee statuses. Make adjustments to queue activity and more directly in the analytics user interface.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/3″]

Outperform targets with the right insights<\/h3>\n

By leveraging rich queue insights, such as necessary skills and interaction quality, you can plan ahead and optimise your resources. Employees can also track their performances for continuous improvement.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/3″]

Access data at your convenience<\/h3>\n

Access data via API, Eventbridge and Genesys AppFoundry\u00ae<\/sup>\u00a0Marketplace partners. Bring in more from CRM systems like Salesforce, Zendesk or Microsoft Dynamics. Export straight from the UI to third-party tools.<\/p>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” flair=”%5B%5D”][vc_row][vc_column][vc_column_text]<\/p>\n

Get clear and actionable insights across touchpoints<\/h2>\n

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Real-time and historical analytics<\/h3>\n

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.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text]<\/p>\n

Customisable dashboards and views<\/h3>\n

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.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text]<\/p>\n

Actionable analytics UI<\/h3>\n

The UI provides intuitive paths to explore data. Use simple controls for workforce management like employee availability, assigning interactions, monitoring adherence and viewing live interactions for coaching.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text]<\/p>\n

Real-time alerts<\/h3>\n

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.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text]<\/p>\n

Data export support<\/h3>\n

Easily access Genesys Cloud\u2122 platform data using export URLs that automate updates in external tools, platform APIs, Eventbridge data streaming, AppFoundry partner apps and our native A3S application. [\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Analytics as a Service (A3S) solution<\/h3>\n

Easily organise your data from end to end with the A3S solution. Plus, you\u2019ll get over 30 additional pre-built and customisable dashboards and reports, data warehousing, and the ability to bring in external data.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section disable_element=”yes” flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row content_placement=”middle”][vc_column]

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Take the self-guided product tour<\/h2>\n

See how Genesys Cloud\u2122 helps deliver experiences from a single platform.<\/p>\n<\/div>

Take the tour<\/div><\/div><\/div>
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\"state-of-cx-stat-hdr\"<\/div>

42%<\/p>\n

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<\/p>\n<\/div>

\"The State of Customer Experience,\" Genesys, 2023<\/div><\/div><\/div><\/a>[\/vc_column][vc_column width=”7\/12″][vc_column_text css=””]<\/p>\n

Realise the full value of your data<\/h2>\n

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.<\/p>\n

With the right data and an actionable UI, admins can make operational decisions and act on them faster \u2014 especially when unexpected issues occur. Quickly move contact centre agents between queues, when needed, to meet high outreach volumes and decrease wait times. 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\u2122 analytics.[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=”yes”][vc_column offset=”vc_col-lg-offset-1 vc_col-lg-10 vc_col-md-offset-1 vc_col-md-10 vc_col-sm-offset-0″][vc_column_text]<\/p>\n

Inform every operational decision with actionable insights<\/h2>\n

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.<\/p>\n

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Turn operational insights into immediate action<\/h3>\n

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 performance metrics and KPIs for root-cause analysis or to track down individual interactions to better understand customer behaviour. And you can take immediate action by making adjustments directly in the call centre software UI.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/2″]

Improve interaction quality with rich customer context and AI-driven insights<\/h3>\n

Surface rich customer insights through outcome prediction, speech and text analytics, sentiment detection, and intent mining in Genesys Cloud 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\u2019 intentions \u2014 and helps them build better bots.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/2″]

Elevate your employees with the right analytics<\/h3>\n

Genesys Cloud CX makes it easy to ensure your call centre agents are performing at their best. Use identity resolution to create single customer views so employees have important context during conversations. Using the agent desktop, your 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 means customers don\u2019t have to repeat themselves \u2014 and employees can provide informed responses quickly.<\/p>\n

Supervisors gain valuable insights into performance across the entire team. And employees have a dedicated hub to track their daily schedules, activities, tasks and personal performance.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/2″]

Count on enterprise-level support, security and reliability<\/h3>\n

Easily retrieve or synchronise call centre data, such as conversations, using internal applications and data stores. You\u2019ll 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.<\/p>\n

And you never have to worry about uptime. Genesys Cloud delivers guaranteed uptime above 99.99% and global security compliance with GDPR, SOC 2, HIPAA and HITRUST certification.<\/p>\n<\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-lgray” flair=”%5B%7B%7D%5D”][vc_row][vc_column offset=”vc_col-lg-offset-2 vc_col-lg-8 vc_col-md-offset-1 vc_col-md-10 vc_col-sm-offset-0″][vc_column_text]<\/p>\n

See what our customers have to say<\/h2>\n

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\n \"\"<\/div>

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.<\/p>\n<\/blockquote>

\u2014 Manuela L\u00fcdke, Managing Director, SV Dialog GmbH & Co. KG<\/p>

Read the story<\/div><\/div><\/a><\/div>[\/vc_column][vc_column width=”1\/2″]
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Now that agents can check their start times whenever necessary, agent adherence to schedules has improved from 80 percent to 90 percent.<\/p>\n<\/blockquote>

\u2014 Humm Group, a financial services company<\/p>

Read the story<\/div><\/div><\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text]<\/p>\n

See what else you can do with Genesys<\/h2>\n

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ACD<\/h3>

Ensure every customer gets the right support every time with skills-based and intelligent routing. <\/p><\/div>

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AI-powered contact centre software<\/h3>

Take customer experience to the next level with the leading cloud contact centre technology.<\/p><\/div>

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Artificial intelligence and automation<\/h3>

Power omnichannel experiences. Meet customers\u2019 needs with bot support, data-based insights and more.<\/p><\/div>

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Digital customer engagement<\/h3>

Support your teams with a comprehensive suite of digital capabilities \u2014 or with your own solution.<\/p><\/div>

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Inbound<\/h3>

Make it easy to connect with your business. Offer support and exceed expectations across channels. <\/p><\/div>

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IVR<\/h3>

Drive better customer experiences while making your business more profitable with Genesys call center IVR.<\/p><\/div>

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Outbound<\/h3>

Build customer relationships with timely, personalised and contextual proactive communications across any channel <\/p><\/div>

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Unified communications and collaboration<\/h3>

Enable easy collaboration and communications \u2014 all from a single platform or third-party solution. <\/p><\/div>

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Voice services<\/h3>

Be there for customers who prefer phone-based support. Get voice services that work for your business. <\/p><\/div>

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Workforce engagement management<\/h3>

Give your employees the tools, support and growth opportunities they need to truly love what they do.<\/p><\/div>

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All capabilities<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-lgray” flair=”%5B%5D”][vc_row][vc_column][vc_column_text]<\/p>\n

Keep exploring contact centre reporting and analytics<\/h2>\n

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\"Qa<\/div>

Checklist<\/p>

Build your ideal workforce engagement management solution<\/h3>

Evaluate and prioritise the many workforce engagement management options available in the market.<\/p><\/div>

<\/div><\/div><\/div><\/div><\/a><\/div>
\"A<\/div>

Practical guide<\/p>

A practical guide to modern workforce engagement<\/h3><\/div>
<\/div><\/div><\/div><\/a><\/div>
\"2026<\/div>

Ebook<\/p>

2025 Contact centre buyer\u2019s guide<\/h3><\/div>
<\/div><\/div><\/div><\/a><\/div>
\"Genesys<\/div>

Report<\/p>

Genesys named a leader in workforce optimisation platforms<\/h3><\/div>
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Drive better results with Genesys reporting and analytics<\/h2>\n

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 \u2014 no matter the channel.<\/p>\n

Give your call centre agents leading tools to deliver top-notch customer service. With the right call centre analytics software, they\u2019ll 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.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″]

Welcome back<\/span> <\/span> <\/span><\/span><\/p>

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