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Genesys Reporting and Analytics is based upon data collected from a variety of sources within the Genesys suite of products. As a result, analytics, reports, and Key Performance Metrics (KPIs) span standard performance metrics such as average hold times (AHT), to metrics that provide real insight into the business. For example, Genesys Reporting and Analytics provides these powerful KPIs for its customers within the banking industry:

  • Profit Per Call = average dollar profit of all calls answered
  • Referral Rate = referrals to sales queue/calls answered; expressed as a percentage
  • Closed Sales Rate =  closed sales units/referral units logged; expressed as a percentage
  • Cross-sell Rate = units sold per successful sales interaction; expressed as a  fraction
Related Products: Genesys Customer Interaction Management Platform, Genesys Info Mart
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