Configure contact center analytics options - Genesys Cloud Resource Center

Prerequisites

Analytics > Insight Configurations > Edit permission

You can choose how Genesys Cloud calculates some of the metrics in analytics views and reports. To view or change these settings, click Admin. Under Contact Center, click Analytics.

For more information about each setting, see the following articles:

Contact

Solution

Company

About Genesys

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

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