Genesys Customer Experience Insights (CX Insights)

Note: Not all changes listed below may pertain to your deployment.

• July 31, 2017 (9.0.002.05)
• March 13, 2017 (9.0.001.01)
• January 31, 2017 (9.0.000.05)
• Known Issues

July 31, 2017 (9.0.002.05)

What's New

New Reports

The following new reports are added:

• Agent Details Details Report
• Agent Group Queue Business Attribute Report
• Agent Interval Based Report
• Agent Not Ready Report
• Agent Not Ready Reason Code Report
• Agent Queue Report
• Agent Social Engagement Report
• Agent Wrap Report
• Callback Details Report
• Pre-Agent Termination Report
• Agent Login-Logout Details Report
• Agent State Details Report
• Interaction Handling Attempt Report
• Abandon Delay Report
• Speed Of Accept (hours) Report

Enhancements

• Updated the attributes used in the Block Summary Report, and changed the formatting of some metrics.
• In the Agent Summary Activity Report (Active) report, removed the metrics Offset and %Offset.
• Various updates to the order in which prompts, attributes, and metrics are presented in reports.
• Pre-set Day range prompts are added to various reports.

March 13, 2017 (9.0.001.01)

What's New

New Reports

• The following new reports are added, to support IVR reporting:

  Application Summary Report

  Application Duration Report

  Block Summary Report

  Milestone Summary Report

Totals added

• All reports are enhanced through the addition of totals, where appropriate.

GUI updates

• This release includes miscellaneous GUI updates that do not impact functionality.

January 31, 2017 (9.0.000.05)

What's New

This is the initial release of Genesys Customer Experience Insights (CX Insights), a new Historical Reporting component service, which replaces Genesys Interactive Insights (GI2).

Genesys CX Insights is built on a MicroStrategy platform, and draws aggregated historical information from the Genesys Info Mart data warehouse. It presents the data in readable reports to enable business and contact center managers to make better business decisions for streamlining operations, reducing costs, and providing better services.

Known Issues

There are currently no known issues.