Genesys Cloud CX: Contact Center Reporting and Analytics Training

1. 01Introduction to Genesys Cloud CX Reporting10 topics

   • 1.1 Course Introduction and Learning ObjectivesOverview of Genesys Cloud CX reporting capabilities.Understanding different types of reports and views available.Introduction to the Supervisor App for iOS and its reporting features.
   • Overview of Genesys Cloud CX reporting capabilities.
   • Understanding different types of reports and views available.
   • Introduction to the Supervisor App for iOS and its reporting features.
   • 1.2 Understanding Reporting and Analytics OverviewReal-time metrics and dynamic views for performance monitoring.Exploring various dynamic views and dashboards.
   • Real-time metrics and dynamic views for performance monitoring.
   • Exploring various dynamic views and dashboards.
   • 1.3 Supervisor App for iOS OverviewOverview of Supervisor App features for iOS.Building custom dashboards and wallboards for real-time performance monitoring.
   • Overview of Supervisor App features for iOS.
   • Building custom dashboards and wallboards for real-time performance monitoring.
2. 02Creating and Managing Performance Dashboards12 topics

   • 2.1 Introduction to Workspaces and DashboardsAccessing and configuring the analytics workspace.Creating and saving custom views for performance monitoring.Managing personal and public dashboards.
   • Accessing and configuring the analytics workspace.
   • Creating and saving custom views for performance monitoring.
   • Managing personal and public dashboards.
   • 2.2 Creating and Customizing DashboardsCreating dashboards to display role-specific data.Adding widgets, charts, and agent status indicators.Applying filters and saving custom configurations.
   • Creating dashboards to display role-specific data.
   • Adding widgets, charts, and agent status indicators.
   • Applying filters and saving custom configurations.
   • 2.3 Monitoring Queue and Agent PerformanceUsing queue and agent views for real-time performance monitoring.Managing team status and presence via dynamic views.Configuring queue-specific dashboards for detailed monitoring.
   • Using queue and agent views for real-time performance monitoring.
   • Managing team status and presence via dynamic views.
   • Configuring queue-specific dashboards for detailed monitoring.
3. 03Generating Dynamic Reports and Analytics8 topics

   • 3.1 Generating and Customizing Dynamic ReportsOverview of dynamic reports and real-time metrics.Generating, viewing, and customizing dynamic reports.Using filters and column settings to create targeted reports.
   • Overview of dynamic reports and real-time metrics.
   • Generating, viewing, and customizing dynamic reports.
   • Using filters and column settings to create targeted reports.
   • 3.2 Exporting and Scheduling ReportsExporting data in CSV and PDF formats.Scheduling reports and sending them to stakeholders.Managing and adjusting scheduled reports.
   • Exporting data in CSV and PDF formats.
   • Scheduling reports and sending them to stakeholders.
   • Managing and adjusting scheduled reports.
4. 04Outbound Campaign Performance Reports12 topics

   • 4.1 Outbound Campaign Detail ViewOverview of the Outbound Campaign Detail view.Monitoring campaign progress, wrap-up details, and compliance rates.Understanding campaign-specific metrics and historical views.
   • Overview of the Outbound Campaign Detail view.
   • Monitoring campaign progress, wrap-up details, and compliance rates.
   • Understanding campaign-specific metrics and historical views.
   • 4.2 Campaign Performance Summary ViewUsing the Campaign Performance Summary view for campaign analysis.Filtering and viewing specific campaigns or groups.Customizing views to show campaign performance metrics.
   • Using the Campaign Performance Summary view for campaign analysis.
   • Filtering and viewing specific campaigns or groups.
   • Customizing views to show campaign performance metrics.
   • 4.3 Campaign Performance Detail ViewViewing detailed performance statistics for individual campaigns.Analyzing campaign trends using visualizations.Exporting campaign data for further analysis.
   • Viewing detailed performance statistics for individual campaigns.
   • Analyzing campaign trends using visualizations.
   • Exporting campaign data for further analysis.
5. 05Advanced Reporting Techniques8 topics

   • 5.1 Creating Custom Views for Reporting and AnalysisCustomizing views with filters, columns, and saved configurations.Managing interaction, queue, and skill views.Analyzing data using advanced filter options.
   • Customizing views with filters, columns, and saved configurations.
   • Managing interaction, queue, and skill views.
   • Analyzing data using advanced filter options.
   • 5.2 Using Additional Performance ViewsExploring DNIS Performance, Skills Performance, and Wrap-Up Performance views.Configuring views for specific performance data.Exporting and sharing performance data with teams.
   • Exploring DNIS Performance, Skills Performance, and Wrap-Up Performance views.
   • Configuring views for specific performance data.
   • Exporting and sharing performance data with teams.

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