Deprecation: Canned reports

Announced on Completion date
June 22, 2022 June 15, 2023

With the introduction of scheduled exports, emailed exports, PDF exports, and selectable columns, Genesys Cloud completed the core functionality that the reports service provided. Genesys Cloud intends to migrate all canned report usage (a limited set of report types with no configurability other than the most basic options) to the dynamic view exports that will let users generate all the reports they may need with ease.

This multi-step approach migrates one report at a time and identifies usage, announces deprecation, and provides documentation about how to switch over. This process also disables the creation of new reports of the report that was migrated, and eventually deprecates the report entirely. 

The 16 current report templates allowed users to configure and create custom reports according to a specific need for data. Updates in the Performance views provide the same reports without the technical overhead encountered from the former process. These updates also enable users to continue to view data for a specific time and date.

For more information, see the How are exports used to reproduce reports section below.  

Over the next year, the 16 report templates will be retired in phases. The process will begin with the five queue reports, including custom reports based on these five templates.

  • Queue Reports – five reports
    • Queue metrics interval export
    • Queue metrics interval
    • Queue metrics summary
    • Queue wrap-up summary
    • Queue metrics daily report
  • Agent Reports – six reports
  • Campaign Reports – three reports
  • User Reports – two reports

Genesys recommends that you evaluate your reporting needs and requirements and make the necessary adjustments to create the reports in the Performance views.

Over the course of the next year the same recommendation will be given for the remaining reports, once report parity is confirmed. 

Disable new report creation Disable edit reports Disable run now Full Deprecation Current type  New type Template # Current report template name New export report name
November 2, 2022 January 11, 2023 February 15, 2023 March 29, 2023 Queue Queue 1 Queue metrics interval export Queue Performance Summary with the appropriate time interval selected
November 2, 2022 January 11, 2023 February 15, 2023 March 29, 2023 Queue Queue 2 Queue metrics interval Queue Performance Summary with the appropriate time interval selected
November 2, 2022 January 11, 2023 February 15, 2023 March 29, 2023 Queue Queue 3 Queue metrics summary Queue Performance with current interval selected
November 2, 2022 January 11, 2023 February 15, 2023 March 29, 2023 Queue Queue 4 Queue wrap-up summary Queue Performance with the specific wrap-up code selected
November 2, 2022 January 11, 2023 February 15, 2023 March 29, 2023 Queue Queue 5 Queue metrics daily report Queue Performance with the current day interval
TBD TBD TBD TBD Agent Agent 6 Agent activity summary Agent Activity Status Summary with Login-Logout, Status Timeline or Status Duration
TBD TBD TBD TBD Agent Agent 7 Agent activity summary export Agent Activity Status Summary with Login-Logout, Status Timeline or Status Duration
TBD TBD TBD TBD Agent Agent 8 Agent login-logout details Agent Activity Status Summary with Login-Logout Details Option Selected
TBD TBD TBD TBD User Agent 9 User status details report Agent Activity Status Summary with Login-Logout, Status Timeline or Status Duration
TBD TBD TBD TBD Agent Agent 10 Agent metrics Agent Performance Summary
TBD TBD TBD TBD Agent Agent 11 Agent metrics export Agent Performance Summary
TBD TBD TBD TBD Agent Agent 12 Agent quality details report Agent Evaluation Summary
TBD TBD TBD TBD User Call 13 Interaction details report Interaction export
TBD TBD TBD TBD Call Call 14 Dialer campaign detailed attempt history Campaign Performance export
TBD TBD TBD TBD Campaign Campaign 15 Dialer campaign success results by interval Campaign Performance export
TBD TBD TBD TBD Campaign Campaign 16 Dialer campaign success results by day Campaign Performance export

FAQs

What does this mean? 

Between the announcement date and the removal date of each canned report, the report will continue to function, but Genesys will no longer support the report past its deprecation date. Genesys Cloud will continue to resolve any major breakage until the removal date. 

Am I affected?

If you are using any of the canned reports listed in the above table, then you will be affected.

How can I prepare for the report removal?

  • Gain an understanding of the exports and how they enable flexible reporting for users. For more information, see Export view data.
  • Genesys recommends that you start using the exports functionality as soon as possible. This will ensure that users in your organization have sufficient time to familiarize themselves about how to create reports using the export capability.

Are there are any limitations when using Export capability?

There are no limitations when using the Export capability when compared to the Reports functionality.

Exports enable users to get the same data provided by the canned reports with added flexibility.

How often can the exports be scheduled?

Exports can be scheduled depending on the time interval associated with the data that must be exported. For example, to export data from the last hour schedule an hourly export, to export data from the previous day schedule a daily export. For more information, see Export view data.

Are there any new rules or best practice guidelines when using exports?

For more information, refer to the Export best practices section in the Export view data article.  

How are exports used to reproduce reports

The following sections explain how to reproduce each report using the export capability within the performance view.

To reproduce the Agent Activity Summary report:

  1. Navigate to the Performance > Workspace > Contact Center and select Agent Status.
  2. If you would like to run a report with one user, select the user of your choice from the list in the Agent Status Summary view.
    If you wish to generate a report for multiple users, search for and select each of the users in the summary view list, and click View as Group.
  3. In the Agent Status Detail view select the following default columns:

    Note: The column list below is a default column list for the Agent Activity Summary report. You can select different columns based on your business needs.


    • Log in
    • Log out
    • Logged In
    • Off Queue
    • Off Queue %
    • On Queue
    • On Queue %
    • Interacting
    • Interacting %
    • Idle
    • Idle %
    • Not Responding
    • Not Responding %
    • Total ACD

  4. Open the Export panel.
  5. Select Selected columns.
  6. If you are creating a report for multiple users, select Split filters. The report will show data for each user. 
  7. Configure additional options according to your needs and set your schedule.  

To reproduce the Agent Activity Summary Export report:

  1. Navigate to the Performance > Workspace > Contact Center and select Agent Status.
  2. If you would like to run a report with one user, select the user of your choice from the list in the Agent Status Summary view.
    If you wish to generate a report for multiple users, search for and select each of the users in the summary view list, and click View as Group.
  3. In the Agent Status Detail view select the following default columns:

    Note: The column list below is a default column list for the Agent Activity Summary Export report. You can select different columns based on your business needs.


    • Log in
    • Logged In
    • Off Queue
    • Off Queue %
    • On Queue
    • On Queue %
    • Interacting
    • Interacting %
    • Idle
    • Idle %
    • Not Responding
    • Not Responding %
    • Total ACD

  4. Open the Export panel.
  5. Select Selected columns.
  6. If you are creating a report for multiple users, select Split filters. The report will show data for each user. 
  7. Configure additional options according to your needs and set your schedule.  

Feature coming soon

To reproduce the Agent Metrics Export report:

  1. Navigate to the Performance > Workspace > Contact Center and select Agent Performance.
  2. If you would like to run a report with one user, select the user of your choice from the list in the Agent Performance Summary view.
    If you wish to generate a report for multiple users, search for and select each of the users in the summary view list, and click View as Group.
  3. In the Agent Performance Detail view select the following default columns:

    Note: The column list below is a default column list for the Agent Metrics Export report. You can select different columns based on your business needs.


    • Handle
    • Total Talk / Total Hold / Total ACW
    • Avg Talk / Avg Hold / Avg ACW
    • Held
    • Total Handle
    • Avg Handle
    • Transfer
    • Transfer %

  4. To see the ACD vs. Non-ACD distinction, apply the ACD filter in the filter panel.
  5. Open the Export panel.
  6. Select Selected columns.
  7. If you are creating a report for multiple users, select Split filters. The report will show data for each user. 
  8. Configure additional options according to your needs and set your schedule.  

To reproduce the Agent Metrics report:

  1. Navigate to Performance > Workspace > Contact Center and select Agent Performance.
  2. If you would like to run a report with one user, select the user of your choice from the list in the Agent Performance Summary view.
    If you wish to generate a report for multiple users, search for and select each of the users in the summary view list, and click View as Group.
  3. In the Agent Performance Detail view select the following default columns:

    Note: The column list below is a default column list for the Agent Metrics report. You can select different columns based on your business needs.


    • Handle
    • Total Talk / Total Hold / Total ACW
    • Avg Talk / Avg Hold / Avg ACW
    • Held
    • Total Handle
    • Avg Handle
    • Transfer
    • Transfer %

  4. To see the ACD vs. Non-ACD distinction, apply the ACD filter in the filter panel.
  5. Open the Export panel.
  6. Select Selected columns.
  7. If you are creating a report for multiple users, select Split filters. The report will show data for each user. 
  8. Configure additional options according to your needs and set your schedule.  

To reproduce the Agent Quality Details report:

  1. Navigate to Performance > Workspace > Employee Engagement and select Agent Evaluation.
  2. If you would like to run a report with one user, select the user of your choice from the list in the Agent Evaluation Summary view.
  3. In the Agent Evaluation Details view select the following default columns:

    Note: The column list below is a default column list for the Agent Quality Details report. You can select different columns based on your business needs.


    • Interaction Date/Time
    • Evaluation Date/Time
    • Evaluator
    • Media Type
    • Score
    • Critical Score

  4. Open the Export panel.
  5. Select Selected columns to export the columns you selected for the view.
  6. Configure additional options according to your needs and set your schedule.  

To reproduce the Interaction Details report:

  1. Navigate to Performance > Workspace > Contact Center and select Interactions.
  2. If you would like to run a report with one user, select the user of your choice from the user filter in the Interactions view.
    If you wish to generate a report for multiple users, search for and select each of the users in the user filter.
  3. In the Interactions Detail view select the following default columns:

    Note: The column list below is a default column list for the Interactions Details report. You can select different columns based on your business needs.


    Date
    Campaign Start
    Total Dialing
    Time to Agent
    Time to Flow
    Time to Abandon
    End Date
    Duration
    DNIS
    ANI
    Campaign Caller Name
    Call Analysis Result
    Users or Users – Interacted
    Wrap-up
    Total ACW
    Contact ID
    Contact List
    Campaign Name

  4. Open the Export panel.
  5. Select Selected columns to export the columns you set in the view.
  6. Configure additional options according to your needs and set your schedule.  

To reproduce the Interactions Details report:

  1. Navigate to Performance > Workspace > Contact Center and select Agent Performance.
  2. If you would like to run a report with one user, select the user of your choice from the list in the Agent Performance Summary view.
    If you wish to generate a report for multiple users, search for and select each of the users in the summary view list, and click View as Group.
  3. In the Agent Interactions Details view select the following default columns:

    Note: The column list below is a default column list for the Interactions Details report. You can select different columns based on your business needs.


    • Media Type
    • Users
    • Remote
    • Date
    • Conversation Duration
    • Queue
    • Total Queue
    • Direction
    • Wrap-up

  4. Open the Export panel.
  5. Select Selected columns to export the columns you set in the view.
  6. Configure additional options according to your needs and set your schedule.  

To reproduce the Queue Metrics Daily report:

  1. Navigate to Performance > Workspace > Contact Center and select Queue Performance.
  2. If you would like to run a report with one queue, select the queue of your choice from the list in the Queue Performance Summary view.
    If you wish to generate a report for multiple queues, search for and select each of the queues in the summary view list, and click View as Group.
  3. In the Queue Performance Details view select the following default columns:

    Note: The column list below is a default column list for the Queue Metrics Daily report. You can select different columns based on your business needs.


    • Offer
    • Answer % / Abandon %
    • Service Level %
    • ASA
    • Avg Talk / Avg Hold / Avg ACW
    • Avg Handle
    • Transfer
    • Transfer %

  4. Open the Export panel.
  5. Select Selected columns.
  6. If you are creating a report for multiple users, select Split filters. The report will show data for each user.
  7. Configure additional options according to your needs and set your schedule.  

To reproduce the Queue Metrics Interval export:

  1. Navigate to Performance > Workspace > Contact Center and select Queue Performance.
  2. If you would like to run a report with one queue, select the queue of your choice from the list in the Queue Performance Summary view.
    If you wish to generate a report for multiple queues, search for and select each of the queues in the summary view list, and click View as Group.
  3. In the Queue Performance Details view select the following default columns:

    Note: The column list below is a default column list for the Queue Metrics Interval export. You can select different columns based on your business needs.


    • Offer
    • Answer % / Abandon %
    • Service Level %
    • ASA
    • Avg Talk / Avg Hold / Avg ACW
    • Avg Handle
    • Transfer
    • Transfer %

  4. Open the Export panel.
  5. Select Selected columns.
  6. If you are creating a report for multiple users, select Split filters. The report will show data for each user.
  7. Configure additional options according to your needs and set your schedule.  

To reproduce the Queue Metrics Interval report:

  1. Navigate to Performance > Workspace > Contact Center and select Queue Performance.
  2. If you would like to run a report with one queue, select the queue of your choice from the list in the Queue Performance Summary view.
    If you wish to generate a report for multiple queues, search for and select each of the queues in the summary view list, and click View as Group.
  3. In the Queue Performance Details view select the following default columns:

    Note: The column list below is a default column list for the Queue Metrics Interval report. You can select different columns based on your business needs.


    • Offer
    • Answer % / Abandon %
    • Service Level %
    • ASA
    • Avg Talk / Avg Hold / Avg ACW
    • Avg Handle
    • Transfer
    • Transfer %

  4. Open the Export panel.
  5. Select Selected columns.
  6. If you are creating a report for multiple users, select Split filters. The report will show data for each user.
  7. Configure additional options according to your needs and set your schedule.  

To reproduce the Queue Metrics Summary report:

  1. Navigate to Performance > Workspace > Contact Center and select Queue Performance.
  2. If you would like to run a report with one queue, select the queue of your choice from the list in the Queue Performance Summary view.
    If you wish to generate a report for multiple queues, search for and select each of the queues in the summary view list, and click View as Group.
  3. In the Queue Performance Details view select the following default columns:

    Note: The column list below is a default column list for the Queue Metrics Summary report. You can select different columns based on your business needs.


    • Offer
    • Answer % / Abandon %
    • Service Level %
    • ASA
    • Avg Talk / Avg Hold / Avg ACW
    • Avg Handle
    • Transfer
    • Transfer %

  4. Open the Export panel.
  5. Select Selected columns.
  6. If you are creating a report for multiple users, select Split filters. The report will show data for each user.
  7. Configure additional options according to your needs and set your schedule.  

To reproduce the Queue Wrap-up Summary report:

  1. Navigate to Performance > Workspace > Contact Center and select Wrap-up Performance.
  2. If you would like to run a report with one queue, select the queue of your choice from the queue filter in the Wrap-up Performance view.
    If you wish to generate a report for multiple queues, search for and select each of the queues in the queue filter.
  3. In the Wrap-up Performance view select the following default columns:

    Note: The column list below is a default column list for the Queue Wrap-up Summary report. You can select different columns based on your business needs.


    • Handle
    • % Total Handle
    • Total Talk / Total Hold / Total ACW
    • Avg Talk / Avg Hold / Avg ACW
    • % Total Talk Time

  4. Open the Export panel.
  5. Select Selected columns to export the columns you set in the view.
  6. Configure additional options according to your needs and set your schedule.  

Feature coming soon

What if I need help or have questions?

For more information, see:

For other questions not covered in these articles, contact MySupport, Genesys Professional Services, your Customer Success Manager, or your Genesys Cloud TAM.