by Kurt Schroeder and John Seeds
Contact center customers are constantly looking for more robust reporting opportunities to get the most of their products. Learning more about abandoned customer interactions, Average Speed of Answer (ASA), handling times and other critical customer behaviors can completely transform agent interactions and contact center success.
While products like Genesys Cloud offer more flexible and complete reporting views and exports, customers still ask at times for more information. Avtex Insights for Genesys Cloud is our solution for more robust reporting. It is a SaaS based solution that pulls data out of Genesys Cloud and stores it in a format that customers can use with modern BI solutions.
Our Senior Director of Innovation Architects, Robert Wakefield-Carl, sat down with our Innovation Principal Solution Architect, Jeremy Winchell, to talk about Avtex Insights for Genesys Cloud, and the advantage is has for customers looking for more information on their contact center.
Innovation Principal Solution Architect
Jeremy is a Principal Solution Architect on our Innovation Team and is responsible for creating solutions that help our clients deliver an exceptional experience for their customers. He acts as a conduit between the business and technology sides of a client problem and is passionate about finding new and innovative ways of solving a problem through technology. This passion often leads to unique and personalized projects for our clients to best fit their needs. Jeremy was instrumental in the first release of our Avtex InteractionSync solution nearly 5 years ago and most recently help develop Avtex Insights which is our next-gen BI solution for Genesys Cloud.
[Robert] Hi Jeremy. Tell me more about why customers would need Avtex Insights for Genesys Cloud and where you see the main advantage of Insights?
[Jeremy] So many contact center managers expect more of reporting than they get and with all the stats that are acquired in the normal contact center, you would think that the vendors would produce better visualization tools for the data. That was the main reason we started with the templates in Power BI for Genesys Cloud and PureConnect – giving supervisors and managers, dynamic views of the call center stats and allowing them to mix that with external data.
[Robert] I think that is one of the main problems. When I look at Genesys Cloud and the 120ish columns I can add to a view or filter, it becomes so overwhelming on how much data there is available, but the other problem is that data points don’t hold the same importance between different individuals.
[Jeremy] Yes, that is what I have seen as well. One supervisor wants to know all about abandoned interactions, but the other one just wants to see ASA and handling times. While we can do that for each one, they find it hard to look at a bunch of columns and numbers to see trends and outliers. To that point, graphing capabilities in these products has also been lacking.
[Robert] For sure! A picture always helps to understand the data behind it. I noticed that you have prominent graphs for each of our views that really show abnormal values at a glance.
[Jeremy] That was the idea! We understand that values in a table are the same thing but seeing that high bar or abnormal curve draws your attention to those outliers and gives you a point of reference without digging into the data.
[Robert] The visualizations in these new templates really look good. What conversations did you have with customers and our internal personnel when deciding what to give customers in this package?
[Jeremy] It started out with looking at the major views that customers were using every day and that was the Queue and Agent views. We didn’t like the aggregation views that Genesys Cloud provided so we first thought of ways managers might want to view queue information by channel, date, queue, or department. That led to the templates we have today along with the Dialed Number Identification Service (DNIS) and wrap-up reports with full drill-up and drill-down capabilities as well as the aggregation.
[Robert] I see you have added flow views to the templates – IVR reporting that customers have been asking for a long time.
[Jeremy] Indeed! If there was one report we were always asked for it was IVR usage reports. Now with Flow Outcomes and soon to be Flow Milestones, we have data points that allow us to visualize a journey from inbound number to flow to Automatic Call Distributor (ACD) to transfer and more. Users can start with any input then look at flows from there and visualize through to the disconnect. It helps managers and administrators judge the effectiveness of the flows and how each selection or path is used as well as where they came from.
[Robert] What about the data? How are you taking from Genesys Cloud so Power BI can consume it?
[Jeremy] We have a couple of options there. First you can use the API to download chunks of data and insert that into a SQL database or you could setup a connector (CDS) that would attach directly to the Genesys Cloud data and extract information as needed. There are pluses to each approach. The API download would have to be every hour or maybe 30 min and you would have to host it locally or in the cloud. With the CDS approach, Power BI can reach out through the API for specific pieces of data and present it in Power BI. I personally prefer the SQL approach, but for admins that are familiar with Big Data, the Genesys Cloud data lake is open to them for just about anything.