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.

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. 

Deprecation date Current type  New type Template # Current report template name New export report name
September 30, 2022 Queue Queue 1 Queue metrics interval export Queue Performance Summary with the appropriate time interval selected
September 30, 2022 Queue Queue 2 Queue metrics interval Queue Performance Summary with the appropriate time interval selected
September 30, 2022 Queue Queue 3 Queue metrics summary Queue Performance with current interval selected
September 30, 2022 Queue Queue 4 Queue wrap-up summary Queue Performance with the specific wrap-up code selected
September 30, 2022 Queue Queue 5 Queue metrics daily report Queue Performance with the current day interval
TBD Agent Agent 6 Agent activity summary Agent Activity Status Summary with Login-Logout, Status Timeline or Status Duration
TBD Agent Agent 7 Agent activity summary export Agent Activity Status Summary with Login-Logout, Status Timeline or Status Duration
TBD Agent Agent 8 Agent login-logout details Agent Activity Status Summary with Login-Logout Details Option Selected
TBD User Agent 9 User status details report Agent Activity Status Summary with Login-Logout, Status Timeline or Status Duration
TBD Agent Agent 10 Agent metrics >Agent Performance Summary
TBD Agent Agent 11 Agent metrics export Agent Performance Summary
TBD Agent Agent 12 Agent quality details report Agent Evaluation Summary
TBD User Call 13 Interaction details report Interaction export
TBD Call Call 14 Dialer campaign detailed attempt history Campaign Performance export
TBD Campaign Campaign 15 Dialer campaign success results by interval Campaign Performance export
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.

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.