Description

Introduction:

This course provides an in-depth understanding of real-time dashboards and reporting capabilities in Genesys Cloud. Participants will learn how to monitor contact center performance, track key metrics, and generate actionable insights for decision-making. The course covers configuration, customization, and analysis of both real-time and historical reports, enabling organizations to optimize operations and improve customer experience.

Prerequisites:

• Basic understanding of contact center operations

• Familiarity with Genesys Cloud platform, queues, and routing

• Knowledge of interaction types and metrics

• No prior experience with reporting required

Table of Contents:

1. Introduction to Dashboards and Reporting

1.1 Overview of real-time dashboards and reporting in Genesys Cloud
1.2 Importance of monitoring performance metrics
1.3 Key features and benefits

2. Real-Time Dashboards

2.1 Accessing and navigating dashboards
2.2 Key metrics and KPIs to monitor
2.3 Customizing dashboard views for different roles
2.4 Setting up alerts and notifications

3. Historical Reporting

3.1 Types of reports: standard, custom, and scheduled
3.2 Selecting data sources and filters
3.3 Exporting reports and sharing with stakeholders

4. Metrics and Analytics

4.1 Understanding interaction metrics across channels
4.2 Analyzing agent performance and queue activity
4.3 Using metrics for operational decision-making

5. Custom Reports and Dashboards

5.1 Creating custom dashboards for specific business needs
5.2 Adding widgets, graphs, and charts
5.3 Best practices for visualization and clarity

6. Integrations and Data Automation

6.1 Integrating with CRM and BI tools
6.2 Automating report generation and distribution
6.3 Ensuring data accuracy and consistency

7. Security and Access Control

7.1 Controlling access to dashboards and reports
7.2 Audit logs and compliance considerations
7.3 Protecting sensitive customer and operational data

8. Hands-On Exercises (Optional)

8.1 Creating a real-time dashboard for queue monitoring
8.2 Generating a historical report for agent performance
8.3 Configuring alerts and notifications for SLA breaches

This course enables participants to leverage Genesys Cloud’s dashboards and reporting features to monitor performance and make data-driven decisions. Learners will gain the skills to create real-time dashboards, generate reports, and analyze metrics to improve contact center efficiency and customer satisfaction.