Genesys Interactive Insights

Standard ACD reports are designed only to measure the lifecycle of a call, not for business insights.  Therefore, contact center managers can’t look at one report to review performance against goals.  They can’t see the customer experience metrics compared across media, or understand the life cycle of an interaction. They also can’t access call center data on agent usage at multiple sites, organize reports to reflect business processes, or get systematic updates.

Genesys Interactive Insights is a Web-based query and reporting application that provides a complete business-oriented view, based on role, for contact center managers, business users, supervisors, and agents.  These users can measure past interactions in their own terms and collaborate to improve performance using common reports.  Interactive Insights draws on the data stored in Genesys Info Mart, which contains complete customer interaction and contact center agent details across all media types. This contact center reporting tool can also capture data outside the contact center, for visibility into previously “untrackable” business activities and processes.  

Advantages: 

• Increases the efficiency and effectiveness of contact center and enterprise business processes
• Delivers contact center reports that meet ACD needs with Insights Portfolio, a collection of best practice reports measuring agent performance, queue performance, and call-related business activity
• Empowers users to answer their own questions by building or modifying call center reports with an intuitive drag-and-drop query tool
• Personalizes contact center reports by role, showing managers the strategic numbers, supervisors their agent group, and agents their own performance
• Measures and reports on contact center performance within a business context defined by contact center management

• Distributes secure contact center reports from a trusted information source, while separately controlling user activity

Features:

• Insights Portfolio lets managers immediately use Web-based and interactive contact center reports that meet ACD report needs, while providing deeper insight to better plan and evaluate services in the contact center.  This feature also allows them to reduce the number of reports in the contact center, such as using one Insights Portfolio report to replace an hourly report, a daily report, a weekly report, and a monthly report.  This collection of 17 best practice reports can be used out of the box
• Web-based interactive contact center reporting allows users to easily modify reports on their own, like filtering what is relevant or adding information that is missing, which speeds up decision making by a wider set of users inside and outside the contact center
• Role-based insight enables contact center managers to view total operations at a strategic level, while agents would only see individual performance
• Business-defined context measures contact center performance and customer experience in a form that is much more familiar to line-of-business owners, such as marketing managers and customer managers
• Security, scheduling, and publishing enables the distribution of secure reports that are personalized for managers, supervisors, and agents on a scheduled basis