Genesys Interactive Insights and Info Mart workforce analytics give you answers for today’s world where resources and the customer experience extend across multiple operations and channels. And the answers come quickly through real-time decision-making. These call center reporting features empower executive and frontline managers to improve customer service by bringing call center analytic information together, providing useful answers, and empowering users to answer their own questions.
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Best Practices Reports |
Insighs Portfolio, a collection of 31 reports, provide answers on queues and agents, and operational and business outcomes. All call center analytic reports contain multiple time dimensions and can be easily customized and shared. |
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Real-Time Decision Making |
Users can modify or develop reports on their own, which speeds up decision-making by a wider set of users at front line and executive levels. |
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Accurate Chat, Email and SMS metrics |
'Genesys Focus Time’ enables managers to understand where agents focused their time on opened emails or chats, versus looking at all open and close times, which incorrectly inflate service level and handle time. |
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Social Media |
Social Media is treated as another media channel, making it easier to unify understanding of blended resources, while reducing report administration. |
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Business Context |
Managers can easily add customer segmentation, service requested, business results, and other business data into their performance reports. |
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Genesys Info Mart |
Analysis and reporting is expedited through a star-schema database containing multi-channel interaction details and aggregate |
