Real-time 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 real-time reporting solution is a streamlined cost-effective solution that enables users to create, modify and share customized real-time reports of contact center metrics.
CC Pulse is a Desktop GUI application which displays real time, historical, and query based values of selected statistics for several contact center objects. CC Pulse displays real time and historical data about agents, agents groups, places, queues, and more.
.Benefits of Real-time Reporting Solutions
- Allows operational performance to be managed in real time.
- Provides appropriate information to users, based on their role.
- Enables the tracking of previously "untrackable" business processes.
- Drives continuous process and performance improvement.
- Empowers users to answer their own questions by building or modifying reports with a drag-and-drop tool.
- Increases customer service accountability and alignment to corporate business goals.
Features of Real-time Reporting Solutions
- Intraday visibility into operations.
- Intraday visibility into resources.
- Real-time agent performance management.
- Real-time agent self-management.
- Long-term business insights.
- Complete customer interaction and agent data.