Genesys Cloud CX: Contact Center Reporting and Analytics Training
Unlock the power of data with Genesys Cloud CX Reporting and Analytics Training. Gain insights to optimize contact center performance and drive better decisions with VoIP Trainers!
Genesys Cloud CX: Contact Center Reporting and Analytics Training
This course provides participants with an in-depth understanding of the reporting and analytics capabilities of Genesys Cloud CX. It covers dynamic views, performance dashboards, interaction monitoring, and generating custom reports.
The course is designed for system administrators, supervisors, and managers who want to effectively monitor and analyze contact center performance using Genesys Cloud CX’s advanced reporting tools.
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Overview of Genesys Cloud CX: Contact Center Reporting and Analytics Training
What is Genesys Cloud CX: Contact Center Reporting and Analytics?
The Genesys Cloud CX: Contact Center Reporting and Analytics Training focuses on equipping professionals with the skills necessary to leverage reporting and analytics tools within the Genesys Cloud CX platform. This course covers data collection, analysis, and interpretation to enhance contact center performance.
Key Functions of Genesys Cloud CX: Contact Center Reporting and Analytics Training
Participants will learn how to utilize the Genesys Cloud CX reporting and analytics tools to gather actionable insights, optimize resource allocation, and improve customer interactions.
Benefits of Genesys Cloud CX: Contact Center Reporting and Analytics Training
Understanding Reporting Features in Genesys Cloud CX
Participants will explore the various reporting features available within Genesys Cloud CX, learning how to access, customize, and generate reports that align with business objectives.
Improve Customer Experience with In-Depth Analysis
The course will guide participants on how to analyze customer interaction data effectively, allowing for tailored services that improve overall customer satisfaction.
Improve Efficiency with Genesys Cloud CX Automation Tools
Genesys Cloud CX offers powerful automation tools that allow administrators to streamline repetitive tasks, enhancing overall operational efficiency in the contact center.
Genesys Cloud CX Reporting Training Syllabus
- 1.1 Course Introduction and Learning Objectives
- Overview of Genesys Cloud CX reporting capabilities.
- Understanding different types of reports and views available.
- Introduction to the Supervisor App for iOS and its reporting features.
- 1.2 Understanding Reporting and Analytics Overview
- Real-time metrics and dynamic views for performance monitoring.
- Exploring various dynamic views and dashboards.
- 1.3 Supervisor App for iOS Overview
- Overview of Supervisor App features for iOS.
- Building custom dashboards and wallboards for real-time performance monitoring.
- 2.1 Introduction to Workspaces and Dashboards
- Accessing and configuring the analytics workspace.
- Creating and saving custom views for performance monitoring.
- Managing personal and public dashboards.
- 2.2 Creating and Customizing Dashboards
- Creating dashboards to display role-specific data.
- Adding widgets, charts, and agent status indicators.
- Applying filters and saving custom configurations.
- 2.3 Monitoring Queue and Agent Performance
- Using queue and agent views for real-time performance monitoring.
- Managing team status and presence via dynamic views.
- Configuring queue-specific dashboards for detailed monitoring.
- 3.1 Generating and Customizing Dynamic Reports
- Overview of dynamic reports and real-time metrics.
- Generating, viewing, and customizing dynamic reports.
- Using filters and column settings to create targeted reports.
- 3.2 Exporting and Scheduling Reports
- Exporting data in CSV and PDF formats.
- Scheduling reports and sending them to stakeholders.
- Managing and adjusting scheduled reports.
- 4.1 Outbound Campaign Detail View
- Overview of the Outbound Campaign Detail view.
- Monitoring campaign progress, wrap-up details, and compliance rates.
- Understanding campaign-specific metrics and historical views.
- 4.2 Campaign Performance Summary View
- Using the Campaign Performance Summary view for campaign analysis.
- Filtering and viewing specific campaigns or groups.
- Customizing views to show campaign performance metrics.
- 4.3 Campaign Performance Detail View
- Viewing detailed performance statistics for individual campaigns.
- Analyzing campaign trends using visualizations.
- Exporting campaign data for further analysis.
- 5.1 Creating Custom Views for Reporting and Analysis
- Customizing views with filters, columns, and saved configurations.
- Managing interaction, queue, and skill views.
- Analyzing data using advanced filter options.
- 5.2 Using Additional Performance Views
- Exploring DNIS Performance, Skills Performance, and Wrap-Up Performance views.
- Configuring views for specific performance data.
- Exporting and sharing performance data with teams.
Prerequisites for Genesys Cloud CX: Contact Center Reporting and Analytics Training
- Basic knowledge of contact center operations and reporting principles.
- Familiarity with the Genesys Cloud CX environment and user interface.
Learning Objectives for AudioCodes SBC Training
Upon completing this course, participants will be able to:
- Understand and outline the reporting capabilities of Genesys Cloud CX.
- Utilize dynamic views and dashboards to monitor performance metrics in real time.
- Create, customize, and manage performance dashboards for contact center monitoring.
- Generate, schedule, and export reports to meet business requirements.
- Monitor, analyze, and report on outbound campaign performance.
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Frequantly Asked Questions
This course is ideal for system administrators, supervisors, and contact center managers who want to enhance their skills in monitoring and analyzing performance using Genesys Cloud CX’s advanced reporting tools.
Participants should have a basic understanding of contact center operations and reporting concepts, as well as familiarity with the Genesys Cloud CX environment and user interface.
You will learn to navigate dynamic views, create and manage performance dashboards, generate custom reports, and analyze outbound campaign performance, enabling you to make data-driven decisions.
The training is structured into five modules covering reporting fundamentals, performance dashboards, dynamic reports, outbound campaign analysis, and advanced reporting techniques.
Yes, the course includes practical exercises that allow participants to apply the concepts learned by setting up dashboards, generating reports, and analyzing real-time data.