Reports overview

Reports show you historical data about your contact center. Use them with the dashboards and views to get an accurate picture of your contact center’s performance. 

To start creating a report, configure the report. When you configure the report, you can schedule reports to run when you save the report or schedule them to run at certain times. If you have already configured and saved a report, you can run the report directly from your reports list page. After a report runs, download it to review and share it. Only the user who created the report can see the report in Genesys Cloud. When configuring a report, consider Reporting best practices.

Each report includes a predefined set of metrics. You set parameters for reports such as which users or queues to include, which media types to include, what date range to report on, and when to run the report. 

Note: To ensure that GDPR requests are completed comprehensively, all old reports for the organization will be removed from the system.

Workforce engagement for PureConnect and Genesys Engage users

This Genesys Cloud feature is not available to users from the PureConnect and Genesys Engage platforms.

Users from those platforms can supplement or replace their platform’s workforce engagement features with the robust and scalable features available in Genesys Cloud. For more information about how customers from those platforms use Genesys Cloud features, see the Genesys Cloud Workforce Engagement for PureConnect Solution Guide and the Genesys Engage cloud User Guide.

Report tips

Agent report and queue report totals differ by design

From the perspective of Genesys Cloud reports, a queue is a stand-alone entity. Therefore, even if reports configured by agent parameters, such as the Interaction Details report, include all of the agents in a queue, the totals in that report and a related queue report usually do not match exactly. Queue metrics and agent metrics can differ for the following reasons:

  • An interaction spends time in multiple queues.
  • An interaction abandons before an agent handles it.
  • An agent is a member of more than one queue. A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with.

Offered does not always equal answered + abandoned + transfer.

Sometimes, an offered total does not match answered + abandoned totals. For example, if you configure Genesys Cloud to transfer calls to queue voicemail after a timeout, then the call counts as a queue offer but not as an abandon or transfer. For more information, see Why does the Offered metric not always equal the Answered plus Abandoned metrics?

Genesys Cloud does not recalculate service level when you change the target level

Reports show you the state of your contact center at the moment when the interactions happened. Service Level % shown in reports is based on the conditions in your contact center during the interval reported, including your service level target. Only interactions that happen after you change the target use the new target in calculations.

However, if you change the service level calculation method setting, then that setting applies retroactively. When you change this setting, the service level data for past dates in reports update to reflect the change. The data does not update in any reports that have already run.

Whether an agent is inactive or deleted affects metrics

Whether agents are active, inactive, or deleted does not impact metrics in queue reports. However, only active agents impact or appear on agent-based reports. For more information about inactive and deleted agents and users, see Add people one at a time and Delete someone from your organization.