The Genesys Cloud Analytics Add-on (A3S) is a hosted solution that provides out-of-the-box historical and real-time dashboards and reports as an integrated analytics experience that can be embedded in Genesys Cloud. This solution provides a data warehouse for contact center analytics data, and a real-time dashboarding tool integrated with the Genesys Cloud via AWS Event Bridge. Standard historical reports and dashboards built on the data warehouse are provided as an accelerator to host in your own business intelligence tool.

Overview

Genesys Cloud Analytics Add-on (A3S) solution enables you to perform custom reporting, data visualization, analytics, and data federation. There are two components such as historical and real-time. This solution acts as the foundational data and analytics layer for your contact center. With the historical data warehouse, you also have the flexibility of adding a consumption layer of your choice—be it a data federation or a business intelligence tool. The real-time solution is an integrated real-time dashboarding tool.

Dashboards

You can visualize the performance of your contact center briefly and monitor the real-time activity of the contact center by viewing all the interactions at a glance.

Reports

Use reports to see historical and real-time metrics and data about the contact center so that you can analyze its performance.