Genesys Cloud- Self Service Reporting

How do I access and use self service reporting in Genesys?

Genesys has various ways to interact with agent, queue, and call performance. These tools are all accessed via self service in workspace.

To access Workspace:

1. Navigate to Apps.Mypurecloud.com
2. Press 'Temple SSO' and sign into Genesys
3. Press 'Workspace' across the top bar

Workspace gives you access to various Genesys report views, these views can be filtered, saved for easy access, and downloaded locally. This article will highlight a few of these items and how to interact with these sections to get the most out of your data. 

• Agent Performance
• Queue Performance

Agent Performance:

The Agents Performance Summary view displays current and historical metrics and data about agents. Its real-time columns always display the current status data for agents, even if you use the date filter to show historical data in the other columns.

This feature is useful to hone in on specific Agent/Consultant data. Lets say you are a manager and you need historical data on your specific reports. You can do so by completing the following:

1.  Press. 'Agent Performance' from the list - this will take you to a list of all Genesys users
2.  On the left, under performance, you should see a search bar - You can search for one or mulitple users that report to you to hone in on specific Agent stats.
3.  From here, you can view daily performance stats and statuses.
4.  If you want to easily return to this report, you can press the 'save' file in the upper right, and provide it a name that is specfic to the agent (s).

Queue Performance:

The Queue Performance Summary view shows current and past metrics and data for queues

1. Press 'Queue Performance' from the list - this will take you to all Queues available to review in Genesys
2.  Select the specific queue you would like to review daily information from - this will take you to a breakdown of calls offered, answered, abandoned, etc hour by hour. 
3. From here, you can switch to various views: 

• 'Activity' will show you whats currently waiting, whose currently interacting and consultants in that queue's status. 
• Performance' shows you an overview of calls per hours. 
• 'Interactions' shows you to a list of specific interactions, and you can press interactions to get more specific details  'Agents' shows specific agent interaction details such as status, average talk times, etc
• 'Wrap-Up' shows average wrap up time.

In these views, you have the option to manipulate the dates by pressing the date at the top, whether that be a range of dates or a specific date you want to review. If while reviewing this information, you find any data that you want to quickly get back to, press the 'save' file at the top and name it something relevant for easy access from the Performance-->Workspace tab.