Historical Reporting


Genesys Reporting Solution helps produce real-time reports as well as historical reports. Genesys Reporting is a powerful tool for viewing and analyzing contact center performance, enabling you to improve enterprise efficiency. Genesys offers several reporting solution that includes:

  • CC Pulse
  • CC Analyzer
  • Call Concentrator
  • Infomart

Genesys reporting product allows businesses to take full advantage of the valuable content gained through ongoing interactions, turning customer information into business intelligence.


Genesys reporting capabilities provide benefits to both businesses and the customers they serve. CC Analyzer assists contact center managers and agents by providing insight on the performance of the contact center and enabling them to make information-driven decisions to improve interactions with their customers. In addition, business managers can analyze the bottom-line impact of customer interactions in the contact center for planning new business initiatives and increasing profitability.

CC Analyzer, draws on the collected and post aggregated statistical values for selected contact center objects. CC Analyzer is used for collection of historical reports. CC Analyzer helps users to:

CC Analyzer offers a variety of standard contact center reports that deliver information on agent activity, customer treatment, and the success of applying business rules for customer interaction routing strategies


Features of Historical Reporting

  • Agent status and performance, allowing businesses to: Analyze the type of interactions handled by agents -- Measure agent efficiency over time, such as average number of interactions handled for each communication channel, interaction response time, and hold time.
  • Analyze the status of incoming calls, emails and web communications.
  • Measure customer interaction volumes by site for capacity planning.
  • Analyze downtime trends to increase productivity during low-volume periods.
  • Interaction routing and self-service, such as interactive voice response (IVR) performance.
  • Determine service level adherence.

Benefits of Historical Reporting

  • Generate canned reports.
  • Design custom reports and matrix.
  • Drill down data to the 15-minute level.
  • Publish reports on the web.
  • Analyze customer interaction efficiency based on their specific business needs and performance requirements.
  • Customer queue management, allowing businesses to measure contact center and customer interaction efficiency over time.
  • Develop skills-based reports.
  • Measure and compare calls handled by interactive voice response (IVR) systems versus calls directed to agents via a router.