CXiaaS: Genesys Cloud Adapter for External Analytics

CXiaaS: Genesys Cloud Adapter for External Analytics

Why do you need analytics?

Data Analytics forms the backbone of business intelligence. It enables benchmarking, accurate reporting, KPI tracking and insights into consumer behaviour, allowing you to stay ahead of your competition.

Customer Experience Intelligence as a Service (CXIaaS) is a scalable & agile platform that delivers real-time Contact Cente data directly to your desktop in powerful, fully customisable dashboards.

We’ve done all the hard work

  • Fact Tables: Users, groups and associated memberships, queues and associated memberships, presence, wrap-up/disposition codes
  • Data Tables: Interaction Detail, User Presence, User/QueueInteraction Aggregation
  • Refresh rate: data can be refreshed as often as required within Genesys API fair usage policies.
  • Once deployed, your Analytics Administrator will be ready to start using the out-of-the-box visualization reports and will soon be building dashboards and wallboards to meet your business needs.
  • Additional data from Genesys Cloud is available quarterly as part of the subscription.
  • Is BI admin staff not available? We provide optional professional services at competitive rates.

Base, Employee Experience & Voice Analytics Data Package

  • Analytics template files providing OOTB reports for:
    • Chat Data
    • Data Linkage
    • Detailed User Presence Data
    • Groups
    • Interaction Data (Detailed, Queue & User)
    • Interval Daily, Weekly Monthly Queue interaction data
    • Interval Daily, Weekly Monthly User presence data
    • Interval Daily, Weekly, and Monthly user interaction data
    • Outbound Dialler Data
    • Participant Attributes Data
    • Presence
    • Quality Management Data
    • Queue
    • Real-Time Push to DB
    • Speech Analytics Sentiment Data
    • User & Wrapup
    • Voice/Text Analytics Data
    • WFM Data\

Prefer to self-host?

If data sovereignty is a concern, we have you covered!

You can host our solution within your own nominated data centre cloud-hosted environment.

All you need is a Linux or Windows Server and an SQL server of your choice. 

We install our adapter, provide available analytics templates for out-of-the-box dashboards and supply your Genesys Cloud administrator with OAuth credential setup instructions

 		 
More information is available in our detailed data dictionary: available here

    • Related Articles

    • Genesys Cloud OAuth for Genesys Adapter

      Introduction These instructions are to be used to complete the necessary configuration of the Genesys Cloud instance required to allow the Customer Science Group Genesys Adapter to extract the required Analytical data from your dedicated Genesys ...

    • CXiaaS: Customer hosted installation

      You can host our solution within your own nominated data centre cloud-hosted environment. All you need is a Linux or Windows Server and an SQL server of your choice. We install our adapter, provide available analytics templates for out-of-the-box ...

    • CXiaaS Onboarding checklist

      The below is a list of items to be confirmed as part of an effective onboarding for CXiaaS Item Reference Genesys Client ID and Secret configured Customer Science provides a process to create this with a defined permissions role Genesys Cloud OAuth ...

    • CXiaaS: Table Update Frequency

      Please find a break down of the various jobs running as part of the Genesys Adapter. Each table is associated with a job and is updated according to the job frequency. Job Frequency Table Adherence 12 hours adherencedaydata adherenceexcdata ...

    • Release Notes

      Customer Science releases regular updates to our Genesys Adapter and associated CXiaaS offerings. Please review to understand our current releases: August 2024 Release July 2024 Release June 2024 Release May 2024 Release