Genesys Reports Issues

General Discussion
1

We are in the final phase of development and have encountered some issues and I am hoping that I could get some advise :

  1. Is anybody using the out of box reports?

  2. What is the proportion of out of box rpts vs customized rpts that u are using?

  3. Are you able to generate rpts (e.g. Service Level) in 30 minute intervals? I am told that Genesys only provides 1 hr intervals.

  4. Are you using brio as the reporting tool? Or something else?

  5. Are you exporting the rpt out into Excel for mgmt reporting?

Appreciate your feedback. Thank you.

2
  1. Is anybody using the out of box reports?

We are using CCA reports

  1. What is the proportion of out of box rpts vs customized rpts that u are using?

We mostly used default reports.

  1. Are you able to generate rpts (e.g. Service Level) in 30 minute intervals? I am told that Genesys only provides 1 hr intervals.

You can do that by:

a. adding new SL statistic definition to sserver

b. modify template to show it

  1. Are you using brio as the reporting tool? Or something else?

Brio

  1. Are you exporting the rpt out into Excel for mgmt reporting?

No, we publish it with Brio.

3
  1. You can also define new TimeProfile 00:00+00:30 and associate it with needed reports (instead of default which is 00:15 in my case why do you have 1 hr ? What version are you using?)
4

Many thks to KIM & Grzegorz Ostrowski. We’re using the latest Genesys version 6.5. It comes with default 15 mins and 1 hr interval rpts. According to my vendor, a lot of customisation is required for 30 mins interval rpt.

Maybe, you like to provide more information on 30 mins interval reporting. Appreciate all your replies. Thks.

5

We ended up customizing all our reports and using Genesys CCA as a backup and verification to the data. We found the CCA tool to be cumbersome. All of our reports are running through Crystal and .asp