Unify and Simplify Your Understanding
An exploding set of data points confuses all. Each operation produces its own reports. Add new channels requiring unique measures like Chat, Email, SMS, and now Social, and you have a recipe for performance disaster in meeting customer experience goals and improving resource management.
Conventional Call Center Reporting Isn’t Enough
Traditional call center reporting is not enough. Traditional workforce analytics & reporting cannot answer if your 2 minute handle time for chat is accurate after multiple chats have been opened. Plus, while efficiency metrics are important, how can you tell if a 2 minute handle time is truly optimal without tracking customer satisfaction, contact resolution, or revenue?
Get The Total Picture
Interactive Insights and Info Mart deliver a complete picture of the customer experience and agent performance by unifying understanding across all channels and operations by providing business answers. In addition, with Genesys workforce analytics users can answer their own questions without waiting on IT.
- Unifies reporting and analysis from across multiple operations and multiple channels
- Provides detailed interaction history that is inclusive of multiple transfers
- Empowers users to answer their own questions with an intuitive drag-and-drop query tool
- Distributes secure Call Center analytic reports from a trusted information source