Monitor your operations with real-time analytics for queue activity, adherence, topic trends, skills and languages. Gain insights on inbound interactions, conversations, outbound campaign progress and more.
Easily build and save custom views, and toggle between tabs to save time and effort, with dedicated analytics workspaces. With pre-built dashboards and views, users get a snapshot of what they need to know.
The UI provides intuitive paths to explore data. Use simple controls for workforce management like employee availability, assigning interactions, monitoring adherence and viewing live interactions for coaching.
Define real-time alerts based on queue, user, conversation and presence-based metrics. And create multiconditional alerts to identify more complex scenarios. Receive these alerts via the app, SMS or email.
Easily access Genesys Cloud™ platform data using export URLs that automate updates in external tools, platform APIs, Eventbridge data streaming, AppFoundry partner apps and our native A3S application.
Easily organise your data from end to end with the A3S solution. Plus, you’ll get over 30 additional pre-built and customisable dashboards and reports, data warehousing, and the ability to bring in external data.
Genesys unlocks the business value of your data with useful reporting and analytics, alerts to surface potential issues, AI-driven insights, and an open platform for full access.
With the right data and an actionable UI, admins can make operational decisions and act on them faster — especially when unexpected issues occur. Quickly move contact centre agents between queues, when needed, to meet high outreach volumes and decrease wait times. And use quality management capabilities to identify key insights in conversations and schedule coaching. Plus, you can easily optimise everyday operations with Genesys Cloud CX™ analytics.
Reliable insights can be the difference between business success and failure. The best insights help you define and validate actions before you take them so you can move forward confidently.
Get operational insights with real-time alerts and dashboards on queues, interactions, employee activity, and performance across voice and digital interactions. Then drill down into performance metrics and KPIs for root-cause analysis or to track down individual interactions to better understand customer behaviour. And you can take immediate action by making adjustments directly in the call centre software UI.
Surface rich customer insights through outcome prediction, speech and text analytics, sentiment detection, and intent mining in Genesys Cloud AI. Admins can get automatic insights into knowledge use and its effectiveness to identify gaps and address them in real time. Intent Miner uses artificial intelligence to automatically surface intents from actual conversations and digital interactions. This reduces the time bot builders spend guessing customers’ intentions — and helps them build better bots.
Genesys Cloud CX makes it easy to ensure your call centre agents are performing at their best. Use identity resolution to create single customer views so employees have important context during conversations. Using the agent desktop, your employees can view a customer journey map to see web activity, search terms, conversations, audience segments, purchase history, device history and progress toward business outcomes. This means customers don’t have to repeat themselves — and employees can provide informed responses quickly.
Supervisors gain valuable insights into performance across the entire team. And employees have a dedicated hub to track their daily schedules, activities, tasks and personal performance.
Easily retrieve or synchronise call centre data, such as conversations, using internal applications and data stores. You’ll have access to a rich set of open APIs, an expansive ecosystem of pre-built solutions and applications, and simple integration methods like event-based messaging and REST-based services. These allow you to perform a variety of tasks, including ad hoc queries, near-time data synchronisation and asynchronous data exports.
And you never have to worry about uptime. Genesys Cloud delivers guaranteed uptime above 99.99% and global security compliance with GDPR, SOC 2, HIPAA and HITRUST certification.
Better insights help achieve strategic goals, drive better customer experiences and increase customer satisfaction. The right reporting and analytics solution will help your team improve every customer interaction — no matter the channel.
Give your call centre agents leading tools to deliver top-notch customer service. With the right call centre analytics software, they’ll have access to historical and real-time customer data and insights. Request a demo to see how you can leverage Genesys reporting and analytics today.
We’ll contact you directly to set up a date and time that works with your schedule.
Call centre reporting involves the collection, analysis and presentation of data related to call centre operations. It includes call centre metrics such as call volume, call duration, call abandonment rate, first-call resolution rate and agent productivity.
Contact centre reporting involves the collection, analysis and presentation of data related to contact centre operations. Due to the fact that a contact centre handles SMS, email, social media and more in addition to phone calls, contact centre reporting becomes more complex than reporting for a call centre.
Call centre reporting is essential for measuring performance, identifying areas for improvement and making informed decisions. Detailed reports can highlight issues related to call centre metrics like call handling times, average duration of calls, average wait time, average hold time, customer satisfaction, agent productivity and more. This information can then be used to optimise resources, improve customer service and enhance overall efficiency.
Call centre analytics is the process of gathering and interpreting data from the operations of a call centre. This analysis can be used to identify potential issues, as well as where the call centre is performing well. Analytics provide valuable insights into call centre performance, including agent performance, hardware and software performance, customer satisfaction and more.
There are many ways to analyse the data gathered from your call centre. A few of the most important call centre analytics include:
A call centre dashboard is a visual interface that displays KPIs related to call centre activities. It provides real-time data on call centre metrics, including:
An intuitive, easy-to-use dashboard makes call centre management much easier.
While both call centre reporting and analytics involve data, they serve different purposes. Reporting provides raw data in an organised, easy-to-read format, giving a snapshot of specific key metrics at a certain point in time. Analytics, on the other hand, involves interpreting the data to identify patterns, trends and insights, enabling predictive modelling and strategic decision-making.
A call centre’s service level key performance indicators (KPIs) are the metrics that a call centre tracks in order to determine how well customers are being served. Specific KPIs differ from call centre to call centre. The ways in which they’re measured can differ as well, based on the specific needs of a company’s customers. Some typical KPIs include average time to answer, average handle time, first-call resolution rate and average wait time.
