User Table of Contents Page

Welcome title: Genesys CX Insights 9.x User's Guide

• NITR title: New In This Release
  

HRCXIManagingEnv title: Managing the MicroStrategy environment

HRCXIUnderStndgReports title: Understanding and using reports

HRCXIProject title: Understanding the project

HRCXICustomizing title: Customizing reports

• HRCXIUsingAttachedData title: Using Attached Data
  
  • HRCXIAttachedDataExample title: Example - Custom Handling Attempt Report
    

HRCXIPerformance title: Managing performance

HRCXIIncludedReports title: Report descriptions

• HRCXIAgentsReports title: Agents reports
  
  • HRCXIAgentConduct title: Agent Conduct Report
    
  • HRCXIAgentDtlsA title: Agent Details Activity Report
    
  • HRCXIAgentGrpBusAtr title: Agent Group Business Attribute Report
    
  • HRCXIAgentGrpIxnHndlng title: Agent Group Interaction Handling Report
    
  • HRCXIAgentGrpMbrshpReportA title: Agent Group Membership Details Report
    
  • HRCXIAgentGrpQueBusAtr title: Agent Group Queue Business Attribute Report
    
  • HRCXIAgentIxnHrchy title: Agent Interaction Hierarchy Report
    
  • HRCXIAgentIntrvlBsd title: Agent Interval Based Report
    
  • HRCXIAgentLginLgoutA title: Agent Login-Logout Details Report
    
  • HRCXIAgentNtRdyRsnCd title: Agent Not Ready Reason Code Report
    
  • HRCXIAgentNtRdy title: Agent Not Ready Report
    
  • HRCXIAgentOmniAct title: Agent Omnichannel Activity Report
    
  • HRCXIAgntOtbndCmpgnReport title: Agent Outbound Campaign Report
    
  • HRCXIAgentQueue title: Agent Queue Report
    
  • HRCXIAgentSclEngagmnt title: Agent Social Engagement Report
    
  • HRCXIAgentStateA title: Agent State Details Report
    
  • HRCXIAgentSmryActvtyActv title: Agent Summary Activity Report (Active)
    
  • HRCXIAgentSmryActvtyIxn title: Agent Summary Activity Report (Interaction)
    
  • HRCXIAgentUtilization title: Agent Utilization Report
    
  • HRCXIAgentWrap title: Agent Wrap Report
    

• HRCXIBusResReports title: Business Results reports
  
  • HRCXIBusMtrExec title: Business Metrics Executive Report
    
  • HRCXICustPersp title: Customer Perspective Report
    
  • HRCXIIxnVolBusAtr title: Interaction Volume Business Attribute Report
    
  • HRCXIIxnVolCstrSgmnt title: Interaction Volume Customer Segment Report
    
  • HRCXIIxnVolSrvcSbTyp title: Interaction Volume Service Subtype Report
    

• HRCXICallbackReports title: Callback reports
  
  • HRCXICallbackSummary title: Callback Summary Report
    
  • HRCXICallbackDetail title: Callback Details Report
    

• HRCXIChatReports title: Chat reports
  
  • HRCXIChatEngmnt title: Chat Engagement Report
    
  • HRCXIChatMsgStat title: Chat Message Statistics Report
    
  • HRCXIChatSssn title: Chat Session Report
    
  • HRCXIChatThread does not exist. Click to create HRCXIChatThread in 9.0DRAFT
    
  • HRCXIChatTrmtn title: Chat Termination Report
    
  • HRCXIIxnAccptncDshBrd title: Interactions Acceptance Dashboard
    
  • HRCXIIxnAccptnc title: Interactions Acceptance Report
    
  • HRCXIPreAgntTrmtn title: Pre-Agent Termination Report
    
  • HRCXIASyncChatDshBrd title: Async Chat Dashboard
    

• HRCXIBotReports title: Chat Bot reports and dashboards
  
  • HRCXIBotDashboard title: Bot Dashboard
    

• HRCXICoBrwsReports title: Co-browse reports
  
  • HRCXICoBrwsDetail title: Co-browse Detail Report
    
  • HRCXICoBrwsSmry title: Co-browse Summary Report
    

• HRCXIForiWD title: CX Insights for iWD reports
  
  • HRCXIiWDCptrPntBsnsVlu title: Capture Point Business Value Report
    
  • HRCXIiWDCptrPntDshbrd title: Capture Point Dashboard
    
  • HRCXIiWDCptrPntTskDrtn title: Capture Point Task Duration Report
    
  • HRCXIiWDCstrSgmtSrvcLvl title: Customer Segment Service Level Report
    
  • HRCXIiWDIntrDyPrcsDshBrd title: Intraday Process Dashboard
    
  • HRCXIiWDIntrDyPrcs title: Intraday Process Report
    
  • HRCXIiWDQPrtyRng title: Queue Priority Range Report
    
  • HRCXIiWDQTskDrtn title: Queue Task Duration Report
    
  • HRCXIiWDResPerfDshbrd title: Resource Performance Dashboard
    
  • HRCXIiWDResPerf title: Resource Performance Report
    
  • HRCXIiWDTskDtl title: Task Detail Report
    
  • HRCXIiWDTskWrkDtl title: Task Work Detail Report
    

• HRCXIDashboards title: Dashboards
  
  • HRCXIAgntPerfDshbrd title: Agent Performance Dashboard
    
  • HRCXICCDshbrd title: Contact Center Dashboard
    
  • HRCXIMangrDshbrd title: Manager Dashboard
    
  • HRCXISuprvsrDshbrd title: Supervisor Dashboard
    
  • HRCXIQueueDshbrd title: Queue Dashboard
    

• HRCXIIVRReports title: Designer reports
  
  • HRCXIApplctnDrtn title: Application Duration Report
    
  • HRCXIApplctnSmry title: Application Summary Report
    
  • HRCXIBlckSmry title: Blocks Summary Report
    
  • HRCXIMlstnPthAnysys title: Milestone Path Analysis Dashboard
    
  • HRCXIMlstnSmry title: Milestone Summary Report
    
  • HRCXISurveyAnswer title: Survey Answer Report
    
  • HRCXISurveyStatistics title: Survey Statistics Report
    
  • HRCXISurveySummary title: Survey Summary Report
    

• HRCXIDetail title: Details reports
  
  • HRCXIAgentDtls title: Agent Details Activity Report
    
  • HRCXIAgentGrpMbrshpReport title: Agent Group Membership Details Report
    
  • HRCXIAgentLginLgout title: Agent Login-Logout Details Report
    
  • HRCXIAgentState title: Agent State Details Report
    
  • HRCXIIXNFlow title: Interaction Flow Report
    
  • HRCXIIxnHndlngAttmpt title: Interaction Handling Attempt Report
    
  • HRCXITransferDtls title: Transfer Detail Report
    

• HRCXIEmail title: Email reports
  
  • HRCXIAgntSmryActActEml title: Agent Summary Activity Email Report
    
  • HRCXIAgntUtlztnEml title: Agent Utilization Email Report
    
  • HRCXIIxnVlmAttr title: Interaction Volume Business Attribute Email Report
    

• HRCXIOtbndReports title: Outbound Contact reports
  
  • HRCXICmpgnClbkSmry title: Campaign Callbacks Summary Report
    
  • HRCXICmpgnSmry title: Campaign Summary Report
    
  • HRCXICntctLstEft title: Contact List Effectiveness Report
    

• HRCXIPredictiveReports title: Predictive Routing Reports and Dashboards
  
  • HRCXIGPRAHTQ title: Predictive Routing - AHT & Queue Dashboard
    
  • HRCXIGPRMdlEfcncy title: Predictive Routing - Model Efficiency Dashboard
    
  • HRCXIPredictiveABTstng title: Predictive Routing A/B Testing Report
    
  • HRCXIGPRAgntOcpncy title: Predictive Routing Agent Occupancy Dashboard
    
  • HRCXIPredictiveDtl title: Predictive Routing Detail Report
    
  • HRCXIPredictiveOprtnl title: Predictive Routing Operational Report
    
  • HRCXIPredictiveQStat title: Predictive Routing Queue Statistics Report
    

• HRCXIQueuesReports title: Queues reports
  
  • HRCXIAbndnDly title: Abandon Delay Report
    
  • HRCXIIxnTrfficGrp title: Interaction Traffic Group Report
    
  • HRCXIIxnTrffic title: Interaction Traffic Report
    
  • HRCXIQuOutln title: Queue Outline Report
    
  • HRCXIQuSmry title: Queue Summary Report
    
  • HRCXISpdOfAccptHrs title: Speed Of Accept (hours) Report
    
  • HRCXISpdOfAccptScnds title: Speed Of Accept (seconds) Report
    

• HRCXITaskRoutingReports title: Task Routing dashboards
  
  • HRCXITskRtngAgentDshbrd title: Agent Task Dashboard
    
  • HRCXITskRtngTskVmDshbrd title: Task Volume Dashboard
    

HRCXIAdtnlRes title: Additional resources