Genesys Cloud-Reporting and Analytics-Lab Manual

LAB MANUAL
Genesys Cloud
Reporting and Analytics
Copyright © 2020 Genesys. All rights reserved.

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Genesys Beyond
Copyright © 2003-2020 Genesys Telecommunications Laboratories, Inc. All rights reserved.

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Genesys Telecommunications Laboratories, Inc.

2001 Junipero Serra Boulevard
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Telephone/Fax (844) 274-5992
www.genesys.com
Copyright © 2020 Genesys. All rights reserved. ii

Table of Contents
Lab 1: Working with Reports

1.1: Configuring a Report 02
1.2: Copying a Report 06
1.3: Editing a Report 08
1.4: Downloading a Report 09
1.5: Deleting a Report 10
Lab 2: Performance Dashboards

2.1: Creating a Performance Dashboard 12
2.2: Copying and Editing a Dashboard 16
2.3: Adding a Dashboard to Favorites 17
2.4: Deleting a Dashboard 18
Lab 3: Dynamic Views

3.1: Monitoring Queues 20
3.2: Monitoring Agents 22
3.3: Monitoring Interactions 23
Copyright © 2020 Genesys. All rights reserved. iii

LAB
WORKING WITH REPORTS

1.1: Configuring a Report
1.2: Copying a Report
1.3: Editing a Report
1.4: Downloading a Report
1.5: Deleting a Report
Copyright © 2020 Genesys. All rights reserved. 1

1.1: Configuring a Report
The objective of this exercise is to create and configure an Agent Report.
You can use reports to monitor the historical performance of agents. Monitoring improves agent
performance and helps to maintain a smoothly functioning contact center.
Consider a scenario in which you, as a supervisor, want to monitor the overall activity of one of
your agents. Below is the process to create a report to monitor the activity of the agent.
STEP ACTION RESULT
Using Chrome, browse to:

1 The login window displays.
https://apps.mypurecloud.com
Enter the login information that was

2 provided to you by Genesys Beyond or
your instructor.
3 Click Log In. You are logged in.
4 Click Performance > Agents. A list of agents appears.
Review the list to identify an agent who

5 has been active in the past month. Note
the agent’s name.
6 Click Reports. The Reports page appears.
7 Click New. The Report Editor page appears.

STEP ACTION RESULT
From the menu on the left pane, select The right pane displays only Agent
8
Agent Reports. Reports.
On the right pane, under the Agent

Activity Summary Report tile, click The report configuration window
9
Select this report. appears.

STEP ACTION RESULT
Enter the following details:
• Report Name: Specify a

Report name. Let’s name
this <Agent Name> - Activity
Summary Report.
• Under Custom Parameters:
ο Click the User(s) box

and select the agent you
identified in step 5.
ο (Optional) Click Advanced

to select the users based
on groups, roles, reports to,
10 or location.
• Under Format:
ο Under Report File Format,

select PDF.
ο Under Report Locale, click

the drop-down box and
select English - United
States.
• Under Schedule.
ο Under Report Generation

Time, click the Now
checkbox, since we want to
run the report right away.

STEP ACTION RESULT
ο Set the Time Period as

Last month
ο Set the Time zone

as America/Indiana/
Indianapolis
Optional: By selecting the Schedule

option, you can set the report to run as
monthly from the dropdown list.
ο Under Schedule
Properties, set the Day of
Month from the dropdown
list, for example the current
day, and the Start Time at
12:00 a.m.
Genesys Cloud queues the report to run,

11 Click Save.
and the Reports page appears.
After a short period of time, your report

becomes available on the Reports page.
12 To view the report, either navigate away The report downloads to your computer.
and return to the Reports page, or click
View History and select the PDF link.
13 Open and view the report.

1.2: Copying a Report
The objective of this exercise is to copy a report.
Consider a scenario in which you are about to project the performance of a different agent for
your manager.
To do things quickly, instead of creating a new report again, you can make a copy of an existing
report.
STEP ACTION RESULT
If you are not already on the Reports

1 The Reports page is on screen.
page, click Reports.
Click the checkbox beside the report

Genesys Cloud copies the report and
2 you created in the previous lab, then
adds “- Copy” to the report name.
click Copy.

the agent’s name.
Click the name of the copied report you

6 The Report Editor page appears.
created in step 2.
Change the Report Name to match the

7 name of the agent you selected in step
4. Remove the “- Copy” suffix.

STEP ACTION RESULT
In the User(s) field, remove the previous

8 agent and add the agent you selected in
step 4.
Genesys Cloud saves the copied report

9 Click Save.
with the updates you made.

1.3: Editing a Report
The objective of this exercise is to edit a report.
In the previous lab, you made a copy of a report. You now want to add another agent in the
report. Below is the process to edit a report.
STEP ACTION RESULT

the agent’s name.
Click the name of the copied report you

4 The Report Editor page appears.
created in the previous lab.
Change the Report Name to add the

name of the agent you selected in step
5 2.
For example: Andrew and Alexander -

Activity Summary Report.
Genesys Cloud saves the report with the

6 Click Save.
updates you made.

1.4: Downloading a Report
The objective of this exercise is to download a report.
STEP ACTION RESULT

Select the checkbox beside one of the

2 reports you previously created, then Genesys Cloud queues the report to run.
click Run Now.
After a short period of time, your report

becomes available on the Reports page.
3 To view the report, either navigate away The report downloads to your computer.
and return to the Reports page, or click
View History and select the PDF link.
4 Open and view the report.

1.5: Deleting a Report
The objective of this exercise is to delete a report.
STEP ACTION RESULT

Select the checkbox beside one of the

2 reports you previously created, then A confirmation dialog appears.
click Delete.
3 Click OK. Genesys Cloud deletes the report.

LAB
PERFORMANCE DASHBOARDS
2.1: Creating a Performance Dashboard
2.2: Copying and Editing a Dashboard
2.3: Adding a Dashboard to Favorites
2.4: Deleting a Dashboard

2.1: Creating a Performance Dashboard
The objective of this exercise is to create a performance dashboard.
As a supervisor, you want to create a dashboard for your queue that allows you to quickly
monitor whether your agents are answering calls quickly, and to see which agents are On
Queue.
STEP ACTION RESULT
The Performance Dashboards page

1 Click Performance > Dashboards.
appears.
2 Click +.  The Add New Dashboard pane appears.
Enter the name Customer Service

3 The new dashboard appears.
Dashboard and click Add.
Hover over the created dashboard and

4 The dashboard opens.
click View Dashboard.
5 Click the Edit icon (pencil). The dashboard is in edit mode.
In the top-right, click the grid size and

The dashboard resizes to match the
6 set the dashboard grid to 1x2 (click the
current grid.
second block in the first column).
In the top left widget, click the drop-

7 The widget changes to the Text type.
down and select Text.

STEP ACTION RESULT
8 Click Add. The widget editor appears.
In the title field, enter Customer Service After you save the widget, it displays this
9
Queue. title.
In the Display text field, enter Goal:

After you save the widget, this text
10 Average wait time of less than 2
appears below the title.
minutes.
The widget saves and the dashboard

11 Click Save.
appears in the foreground.
In the widget directly below, click the

12 The widget changes to the Metric type.
drop-down and select Metric.
13 Click Add. The widget editor appears.
In the Queue field, search for and select The widget filter will only show metrics
14
the Customer Service queue. for the Customer Service queue.
Click the Configuration (wrench) icon on

15 The Configuration tab appears.
the left.
The widget will only show the Avg Wait

In the Metric field, search for and select
16 metric for the Customer Service queue.
the Avg Wait metric.
Additional options appear.
The widget will only show the Avg Wait

17 In the Date Span field, select Today.
metric for the current day.

STEP ACTION RESULT
In the Media Type field, select the Voice The widget will only show the Avg Wait
18
channel only. metric for the Voice channel.
Click the Warnings (bell) icon on the

19 The Warnings tab appears.
left.
20 Click Add Warning. Additional options appear.
If the current day’s Avg Wait metric for

Ensure Above is selected, and set 0h
the Customer Service queue is above
21 2m 0s in the time field. Leave the color
two minutes, the metric text turns red to
field as is.
indicate the warning was triggered.

22 Click Save.
In the widget to the right, ensure Agent

23 The widget editor appears.
Status is selected and click Add.
After you save the widget, it displays this

24 In the title field, enter On Queue Agents.
title.
The status of these agents will be

tracked by the widget. Optionally, you
In the Search for users field, add the can go to Performance > Queues to find
25
agents you used for reports in Lab 1. additional agents from the Customer
Service queue and add them to this
widget.
The agents and their status will appear in

26 Select the Display as table checkbox.
a table after you save the widget.

STEP ACTION RESULT
27 Click the Configuration (wrench) icon. The Configuration tab appears.
28 Click Add metric. A drop-down list appears.
Click the drop-down and select On

29
Queue Agents.

30 Click Save.
Review your created dashboard. You

can see the text widget in the top left,
31
the Avg Wait metric in the bottom left,
and an agent list on the right.
(Optional) Edit the Avg Wait metric to

set a warning threshold below below
the current wait time. After you save
32
the widget, notice how the metric now
displays in red text to indicate the
warning was triggered.

2.2: Copying and Editing a Dashboard
STEP ACTION RESULT

appears.
Hover over the dashboard you created A second dashboard is created, with
2 in the previous lab, then select the Copy the name Customer Service Dashboard
(two pages) icon. (copy).
Hover over the copied dashboard, then

3 The dashboard opens in edit mode.
select the Edit (pencil) icon.
Click the Edit (pencil) icon for the Avg

Wait metric to set a warning threshold
below the current wait time. After you
4 save the widget, notice how the metric The Avg Wait metric editor appears.
now displays in red text to indicate the
warning was triggered.
Click the Warnings (bell) icon on the

5 The Warnings tab appears.
left.
Set a warning threshold that is below

6 the current wait time (for example, one
minute).
The metric now displays in red text to

7 Click Save.
indicate the warning was triggered.

2.3: Adding a Dashboard to Favorites
STEP ACTION RESULT

appears.
Hover over the dashboard you created

The dashboard is added to your
2 in the previous lab, then click the
Favorites list.
Favorite (star) icon.
3 In the top right, click the Filter icon. The Filters pane appears.
Under Favorites, deselect the checkbox The dashboard list updates to only show
4
next to No. favorited dashboards.
Under Favorites, reselect the checkbox The dashboard list updates again to
5
next to No. show all dashboards.
6 In the Filters pane, click X. The pane closes.

2.4: Deleting a Dashboard
STEP ACTION RESULT

appears.
Hover over the copied dashboard you

2 created in Lab 2.2, then click the Delete A confirmation dialog appears.
(X) icon.
3 Click OK. Genesys Cloud deletes the dashboard.

LAB
DYNAMIC VIEWS
3.1: Monitoring Queues
3.2: Monitoring Agents
3.3: Monitoring Interactions

3.1: Monitoring Queues
The objective of this exercise is to use the Queues and Queues Activity views to monitor queue
and agent status.
STEP ACTION RESULT
The Queues Activity view appears

1 Go to Performance > Queues Activity.  (Activity tab). Note the current statistics
for the Customer Service queue.
The Queues view appears (Performance

tab). Note the difference between
2 Go to Performance > Queues. 
data shown on the Activity tab and the
Performance tab.
Click Customer Service to see data for

3 The Queue Performance view appears.
that queue.
Let’s check the service level for

yesterday. At the top, click the date to The queue’s statistics for yesterday
4
open the calendar. On the left, select appears.
Yesterday.
The bar graph updates to show how the

Below the date, select the Service Level metric has changed over time. How does
5 % statistic. yesterday’s service level compare to
today?
6 Click the Activity tab. The Queue Activity view appears.
On the left, in the Interacting pane,

identify the call with the longest
7 The Interaction details page appears.
duration, and then select the ellipsis in
its row and click View Details.

STEP ACTION RESULT
View details about the call. Click the

8 You are listening to the call.
Play icon to listen to the call.
Click Performance > Queues Activity

9 The Queues Activity view appears.
and open the Customer Service queue.
On the right, review the agent list, which

includes On Queue and Off Queue The agent list now only displays agents
10
agents. Click the arrows beside Status with the On Queue status.
and select On Queue.
More information about the agent’s

Click the + icon beside any agent in
interaction appears. Note this agent’s
11 the Interacting status to view more
name, as we will refer to this agent
information about his or her interaction.
throughout this lab.

3.2: Monitoring Agents
The objective of this exercise is to use the Agent view to monitor agent performance.
STEP ACTION RESULT
1 Go to Performance > Agents. The Agents view appears.
Review the Performance and Statuses

tab to compare the data for different
2 agents. Compare agents’ performance
data to the agent you noted in the
previous lab.
Click the name of the agent you noted

3 The Agent Statuses view appears.
in the previous lab.
Information about the agent’s

4 Click the Wrap-Up tab. interactions appears, sorted by wrap-up
code.
5 Click the Interactions tab. A list of the agent’s interactions appears.
More information about the interaction

6 Click any interaction. appears. You can also play a recording of
the interaction.
In the External Participant section, click The participant’s phone number is copied
7
the Copy icon. to your local clipboard.
Open a text editor and paste the phone

8
number to note it for the next lab.

3.3: Monitoring Interactions
The objective of this exercise is to use the Interactions view to monitor interactions.
STEP ACTION RESULT
1 Click Performance > Interactions. A list of interactions appears.
Click the Filter icon in the top-right

2 The Filters pane appears.
corner.
In the ANI field, paste the external The Interactions list only shows
3 participant’s phone number that you interactions from that phone number.
copied in the previous lab. Press Enter. Has that person called before?
4 Click Performance > Interactions. A list of interactions appears.
In the top-right corner, click the Filter

5 The Filters pane appears.
icon.
In the Conversation Duration section, The Interactions list only shows

6
click 20+ minutes. interactions longer than 20 minutes.
Review the interactions. Is there a

7 reason why their duration was longer
than other interactions?

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LAB MANUAL

Copyright © 2020 Genesys. All rights reserved.

Copyright © 2003-2020 Genesys Telecommunications Laboratories, Inc. All rights reserved.

Limit of Liability/Disclaimer of Warranty

Genesys Telecommunications Laboratories, Inc.

Copyright © 2020 Genesys. All rights reserved. ii

Lab 1: Working with Reports

Lab 2: Performance Dashboards

Lab 3: Dynamic Views

Copyright © 2020 Genesys. All rights reserved. iii

WORKING WITH REPORTS

Copyright © 2020 Genesys. All rights reserved. 1

STEP ACTION RESULT

Using Chrome, browse to:

Enter the login information that was

3 Click Log In. You are logged in.

4 Click Performance > Agents. A list of agents appears.

Review the list to identify an agent who

6 Click Reports. The Reports page appears.

7 Click New. The Report Editor page appears.

Copyright © 2020 Genesys. All rights reserved. 2

On the right pane, under the Agent

Copyright © 2020 Genesys. All rights reserved. 3

Enter the following details:

• Report Name: Specify a

• Under Custom Parameters:

ο Click the User(s) box

ο (Optional) Click Advanced

ο Under Report File Format,

ο Under Report Locale, click

ο Under Report Generation

Copyright © 2020 Genesys. All rights reserved. 4

ο Set the Time Period as

ο Set the Time zone

Optional: By selecting the Schedule

Genesys Cloud queues the report to run,

After a short period of time, your report

13 Open and view the report.

Copyright © 2020 Genesys. All rights reserved. 5

STEP ACTION RESULT

If you are not already on the Reports

Click the checkbox beside the report

3 Click Performance > Agents. A list of agents appears.

Review the list to identify an agent who

5 Click Reports. The Reports page appears.

Click the name of the copied report you

Change the Report Name to match the

Copyright © 2020 Genesys. All rights reserved. 6

In the User(s) field, remove the previous

Genesys Cloud saves the copied report

Copyright © 2020 Genesys. All rights reserved. 7

STEP ACTION RESULT

1 Click Performance > Agents. A list of agents appears.

Review the list to identify an agent who

3 Click Reports. The Reports page appears.

Click the name of the copied report you

Change the Report Name to add the

For example: Andrew and Alexander -

Genesys Cloud saves the report with the

Copyright © 2020 Genesys. All rights reserved. 8

2 Click +.  The Add New Dashboard pane appears.