GCX ReportingAndAnalytics LabManual

Genesys Cloud CX
Reporting and Analytics
Copyright © 2023 Genesys Beyond. All rights reserved. i
Copyright © 2023 Genesys Beyond. All rights reserved.

Copyright and Trademark Information
Genesys Beyond
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consequential, or other damages.
Changes and/or corrections to the information contained in this document may be incorporated in
future versions. Configurations of system hardware and software in this manual are for illustrative
purposes only. Actual system installations will be based on the needs of your individual company..
Trademarks
AppFoundry, Genesys, and the Genesys logo are registered trademarks of Genesys. Genesys Cloud
and Genesys Engage are trademarks of Genesys. All other company names and logos may be
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Genesys Cloud Services, Inc.

7601 Interactive Way
Indianapolis, IN 46278
United States of America
www.genesys.com
Copyright © 2023 Genesys Beyond. All rights reserved. ii

Table of Contents
Copyright and Trademark Information ....................................................................................................................................... ii
Table of Contents...................................................................................................................................................................... iii
Class Matrix .............................................................................................................................................................................. iv

Introduction to CloudShare ............................................................................................................................................................vi
Troubleshooting ............................................................................................................................................................................ xii
Support.......................................................................................................................................................................................... xii
Performance Dashboards........................................................................................................................................................... 1
1.1 Logging into Genesys Cloud CX ................................................................................................................................................ 2
1.2 Creating a Performance Dashboard......................................................................................................................................... 3
1.3 Copying and Editing a Dashboard ............................................................................................................................................ 7
1.4 Adding a Dashboard to Favorites............................................................................................................................................. 8
1.5 Deleting a Dashboard .............................................................................................................................................................. 9
Dynamic Views ........................................................................................................................................................................ 10

2.1 Monitoring Queues ................................................................................................................................................................ 11
2.2 Monitoring Agents ................................................................................................................................................................. 13
2.3 Monitoring Interactions ......................................................................................................................................................... 15
Generate a Report ................................................................................................................................................................... 18

3.1 Generating a Report............................................................................................................................................................... 19
Campaigns ............................................................................................................................................................................... 22
4.1 Generating Outbound Campaign Detail View ........................................................................................................................ 23
4.2 Generating Campaign Performance Summary View ............................................................................................................. 25
4.3 Generating Campaign Performance Detail View ................................................................................................................... 29
Copyright © 2023 Genesys Beyond. All rights reserved. iii

Class Matrix
The information contained within this Class Matrix is for Genesys CLASSROOM USE ONLY.
Genesys Cloud CX
Description Value
External Phone Number 5135556003

Genesys Cloud CX DID Range 13179831000 – 13179839999
Genesys Cloud CX Extension Range 8000 – 8999
Lab Information
Description Value
Site HQ (with Indianapolis as associated Location)

Locations Indianapolis, Paris, Buenos Aires, Sydney
Trunk DGTrunk1
Edge names DGEdge1, DGEdge2
Edge Group DGEdges
Initial Admin User Login adminXXXX@disfrutaglobal.com
User Password Pa$$w0rd
Student Number XXXX
Location Street Address 1 City State/ Zip/Postal Country Emergency

Provin Code Number
ce
Indianapolis 7601 Interactive Indianapolis Indiana 46278-2727 United +1(317)983-1000
Way States
Paris 65 rue Camille Issy les 92130 France +33 01 99 99 10 00

Desmoulins Moulineaux
Buenos Humboldt 1509 Argentina C1414CTM Argentina +54 011 7999-1000

Aires
Sydney 141 Walker Street Sydney NSW 2060 Australia +61(02)9999 1000
North
Copyright © 2023 Genesys Beyond. All rights reserved. iv

Inbound Phone Numbers
Indianapolis Paris Buenos Aires Sydney
Pilot Number 13179831000 33199991000 5411799991000 61299991000
User DIDs 13179838000-8999 33199998000-8999 5411799998000-8999 61299998000-8999
Full DID 13179831000-9999 33199991000-9999 5411799991000-9999 61299991000-9999
Copyright © 2023 Genesys Beyond. All rights reserved. v

Introduction to CloudShare
The Genesys Beyond labs completed during your course are hosted on CloudShare. During your
training, you will connect to and control a Virtual Machine (VM) to complete these hands-on
exercises.
This quick guide has some helpful information for you to connect and control the VM.
We recommend you use the latest version of Google Chrome as your web browser for the best
experience.
VM Access
Before a class starts, the instructor will share an URL to your Email ID. This Email ID is the same one
that you will use to access Genesys online accounts.
To start your VM, click the URL. You will be directed to a webpage, and on that page, click Log in.
Copyright © 2023 Genesys Beyond. All rights reserved. vi

Logging into the VM
Then, you will be prompted to enter your Genesys Online Account credentials. After entering your
credentials, click Sign In.
When the VM is starting, you will see the status "Virtual Machine is Preparing" on your screen.
Copyright © 2023 Genesys Beyond. All rights reserved. vii

When it is ready, you will be redirected to the VM's desktop screen.
The number of virtual machines will vary depending on the course.
Copyright © 2023 Genesys Beyond. All rights reserved. viii

Connectivity Status and Options
Click the Connectivity dropdown menu and use the available options to check the running status of
the VM.
Reconnect to the VM in case of network interruptions.

Test connection to CloudShare's remote gateway for troubleshooting.
Get details such as the operating system (OS) type, OS Credentials, and
Resources info.
Display Settings and Options

Click the Display dropdown menu and use the available options to adjust or customize your display
per your preferences.
Change your VM's screen resolution.
Adjust your screen's color depth. This is a pixel-related setting.
Disable sound or enable with high quality.
View the VM in full-screen mode. The moment you select this

option, all other options in the VM are hidden under a tray indicated
by an arrow icon at the top.
Note: To exit full-screen mode, click the arrow icon and select Exit.
Copyright © 2023 Genesys Beyond. All rights reserved. ix

Keyboard Options
Several ease-of-access options are present under the Keyboard dropdown, enabling you to perform
certain operations very quickly.
Enables you to copy text from your computer to the VM's

clipboard if your application on the VM does not support
keyboard shortcuts
Enters the VM's username as plain text in your VM's active
window.
Enters the VM's password as plain text in your VM's active
window.
Simulates the Ctrl+Alt+Del combination to reboot the active
VM.
Exits the currently open application window.
Displays the Start menu on the VM screen.
Displays a list of languages for you to select one that the

keyboard uses and transmits to the active VM.
Copyright © 2023 Genesys Beyond. All rights reserved. x

Environment Actions
1. Removes all your work data and configurations, and resets the environment back to its
original state.
2. Suspends the environment by shutting down all the resources. Keeps all your work intact.
Recommended for instructor-led sessions.
Viewer Info
These set of options assist you in the following ways:

1. Displays notification alerts
2. Facilitates language change options
3. Allows to search for help links
4. Shows user account details
Copyright © 2023 Genesys Beyond. All rights reserved. xi

Troubleshooting
Note: We recommend that you use the latest version of your web browser; please check that it is up
to date.
The VM is Taking a Long Time to Start

It can take a few minutes for an audio-enabled VM to be ready:
• The VM needs to start

• The Operating System needs to start
• The RDP service needs to start
Support
If you have any questions or require support with CloudShare or your VM, please contact Genesys
Beyond Support at: beyond@genesys.com
Copyright © 2023 Genesys Beyond. All rights reserved. xii

LAB 1
Performance Dashboards
1.1: Logging into Genesys Cloud CX
1.2: Creating a Performance Dashboard
1.3: Copying and Editing a Dashboard
1.4: Adding a Dashboard to Favorites
1.5: Deleting a Dashboard
Copyright © 2023 Genesys Beyond. All rights reserved. 1

1.1 Logging into Genesys Cloud CX
This exercise will guide you through accessing a Genesys Cloud CX environment for the first time.
STEP ACTION RESULT

On your CloudShare virtual lab, double-
1 click the Genesys Org Credentials
(Chrome) shortcut.
Click the URL in front of Login Link, The Genesys Cloud CX login page opens.
2 inside the Shared Org (DisfrutaGlobal) Note: If you do not see any credentials
Logon Information page. yet, please retry in 10 mins.
On the Genesys Cloud CX login page,

enter the username and password
provided in the Shared Org
3 (DisfrutaGlobal) Logon Information.
Note: You can use the copy icon to copy
the information.
4 Click Log in.
Click Collaborate/Communicate.
5 Note: Click Allow on the Microphone and You are logged into Genesys Cloud CX.
Location access prompt.

1.2 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
1 Click Performance > Workspace.
If a Workspace tab is not already open,

2
click + (Create New Tab).
On the Workspace tab page, from the

3 Default list, under Dashboards, select The Dashboards tab page appears.
Dashboards.
4 Click + New Dashboard. The Add New Dashboard pane appears.
Enter the name <Your name initials>

Customer Service Dashboard and click
5 Save. The new dashboard appears.
For example, enter the dashboard name
as JW Customer Service Dashboard.
6 Click the Toggle edit mode (pencil) icon. The dashboard is in edit mode.
In the top-right, click the grid size and set

The dashboard resizes to match the
7 the dashboard grid to 1x2 (click the
current grid.
second block in the first column).
8 Click +Add Widget. The widget editor appears.
9 Select Text as the Widget Type.

STEP ACTION RESULT
In the Widget title field, enter Customer After you save the widget, it displays this
10
Service Queue. title.
In the Display text field, enter Goal:

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

12 Click Save.
appears in the foreground.
In the widget directly below, click + Add

13 The widget editor appears.
Widget.
14 Select Metric as the Widget Type. The widget changes to the Metric type.
A filter dialog box appears. By default,

15 In the Filter By field, click Add +.
Queue is selected.
In the filter dialog box, click the

16 dropdown and select the Customer
Service queue.
The Customer Service queue is added as

17 Click Add.
a filter.
18 In the Metric(s) field, click Add + A dialog box appears.
In the dialog box, select Time-based as

19
the Metric Type.
From the list of time-based metrics,

20
select Avg Wait.
21 Click Add.

STEP ACTION RESULT
From the Time Period dropdown, select
Today.
22
Note: If the Today option is selected by
default, leave it as it is.
In the Media Type field, select the Voice The widget will only show the Avg Wait
23
channel only. metric for the Voice channel.

24 Click Save.
In the widget to the right, click +Add

25 The widget editor appears.
Agent Status.
In the Widget title field, enter On Queue After you save the widget, it displays this
26
Agents. title.
The status of these agents will be

tracked by the widget. Optionally, you
In the Filter By field, add the User
can go to Performance > Queues to find
27 (agents) Alan Hege, Rose Lewis, and
additional agents from the Customer
James Gordon.
Service queue and add them to this
widget.
Under Options, select the Display as The agents and their status will appear in
28
table checkbox. a table after you save the widget.
In the Statuses section, click the

29
dropdown and select On Queue.

30 Click Save.
Review your created dashboard. You can

see the text widget on the top left, the
31
Avg Wait metric on the bottom left, and
an agent list on the right.

STEP ACTION RESULT
(Optional) Edit the Avg Wait metric to set
a warning threshold above or below the
32 current wait time. Click the Vertical A menu appears.
ellipsis (3-dots) at the top-right of the
widget.
33 Click Warnings. A dialog box appears.
You can choose when the warning

34 Click + Add Warning. should be triggered and the font color to
indicate the warning here.
Set the warning as follows:

• Display as red (choose red from
35 the color palette if not selected
already)
• When above 30 seconds
After you save the widget, notice how the

metric now displays in a different text
36
color to indicate whether the warning
was triggered.

1.3 Copying and Editing a Dashboard
STEP ACTION RESULT

2

Dashboards.
On the right side of the previously A second dashboard is created, with the
4 created dashboard, click the three name <Your name initials> Customer
vertical dots and select Duplicate. Service Dashboard (copy).
5 Click the copied dashboard. The dashboard opens.
Click the Toggle edit mode (pencil) icon

6 The dashboard opens in edit mode.
on the right side.
Click the Vertical ellipsis (3-dots) for the

7 A menu appears.
Avg Wait metric.
8 From the menu, click Warnings. A dialog box appears.
Set a warning threshold that is above or

9 below the current wait time (for example,
one minute).
The metric now displays in a different

10 Click Save. text color to indicate whether the
warning was triggered.

1.4 Adding a Dashboard to Favorites
STEP ACTION RESULT

2

Dashboards.
On the left side of the dashboard you

The dashboard is added to your
4 created in the previous lab, click the
Favorites list.
Favorite (star) icon.
Above the dashboard list, click the first The dashboard list updates to only show
5
dropdown and select Favorites. favorited dashboards.
Again, click the first dropdown and select The dashboard list updates again to
6
All. show all dashboards.

1.5 Deleting a Dashboard
STEP ACTION RESULT

2

Dashboards.
On the left side of the copied dashboard

4 you created in Lab1.3, click the three A confirmation dialog appears.
vertical dots and select Delete.
Genesys Cloud CX deletes the

5 Click OK.
dashboard.

LAB 2
Dynamic Views
2.1: Monitoring Queues
2.2: Monitoring Agents
2.3: Monitoring Interactions

2.1 Monitoring Queues
The objective of this exercise is to use the Queues Activity view, and Schedules Callbacks view to
monitor queues and callbacks.
STEP ACTION RESULT
1 Go to Performance > Workspace.

2
On the Workspace tab page, from the The Queue Activity view appears (Activity
3 Default list, under Contact Center, select tab). Note the current statistics for the
Queue Activity. Customer Service queue.
The Queues Performance view appears.

On the Queue Activity tab page, click the
4 Note the difference between data shown
Performance sub-tab.
on the Activity and Performance sub-tab.
Click Customer Service to see data for The Queues Performance Detail view
5
that queue. appears.
Let’s check the service level for

yesterday. At the top, click the date to The queue’s statistics for yesterday
6
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
7
% statistic. yesterday’s service level compare to
today?
8 Click the Activity sub-tab. The Queue Activity Detail view appears.

STEP ACTION RESULT
9 On the left, click Interacting. The Interacting list appears below.
From the Interacting list, identify the call

with the longest duration, and then select
10 The Interaction overview page opens.
the ellipsis in its row and click the View
Details icon.
11 View details about the call.
12 Click Performance > Workspace. Queue Activity view opens.
On the right, review the agent list, which

includes On Queue and Off Queue The agent list now only displays agents
13
agents. Click the arrows beside Status with the On Queue status.
and select On Queue.
Click the + icon beside any agent in the

Interacting status to view more More information about the agent’s
information about their interaction. interaction appears. Note this agent’s
14
name, as we will refer to this agent
Open a text editor and paste the Agent throughout this lab.
name to note it for the next lab.

2.2 Monitoring Agents
The objective of this exercise is to use the Agent view to monitor agent performance.
STEP ACTION RESULT
1 Go to Performance > Workspace.

2

3 Default list, under Contact Center, select The Agents Performance view appears.
Agent Performance.
Review the Performance and Statuses

sub-tabs to compare the data for
4 different agents. Compare agents’
performance data to the agent you noted
in the previous lab.
While on the Statuses sub-tab, click the

name of the agent you noted in the
5 previous lab. The Agent Status Detail view appears.
Note: You can use the search icon on the
top of the panel to locate the agent.
Information about the agent’s

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

8 Click any interaction. appears. This page might take a moment
to populate.
In the External section, click the copy The participant’s phone number is
9
icon next to the phone number. copied to your local clipboard.

STEP ACTION RESULT
Open a text editor and paste the phone
10
number to note it for the next lab.

2.3 Monitoring Interactions
The objective of this exercise is to use the:
• Interactions view to monitor interactions

• DNIS Performance view to monitor DNIS performance in one or multiple queues
• Wrap-Up Performance view to monitor performance issues with interactions
STEP ACTION RESULT

2

3 Default list, under Contact Center, select A list of interactions appears.
Interactions.
Click the Toggle filters panel icon in the

4 The Filters pane appears.
top-right corner.
In the ANI field, paste the external The Interactions list only shows
5 participant’s phone number that you interactions from that phone number.
copied in the previous lab. Press Enter. Has that person called before?
(Optional, if there are multiple

interactions) In the Filters pane, go to the The Interactions list only shows
6
Conversation Duration section and click interactions longer than 20 minutes.
20+ minutes.
(Optional, if there are multiple

interactions)Review the interactions. Is
7
there a reason why one duration was
longer than other interactions?

STEP ACTION RESULT
DNIS Performance View
Click + (Create New Tab) then click

8 The DNIS Performance view displays.
Contact Center > DNIS Peformance.
To add metrics to the view, click the +

9
icon to the right of the summary row.
To filter by DNIS number, click the search

icon on the top-left and enter the full
10 DNIS number in the Filter by full DNIS
field. For example, enter +1 317-983-
1000
Select the required DNIS number from

11
the search results.
Continue to enter and select additional

DNIS numbers to add to the view. Repeat
12
step 10 for +541199991000, +33 1 99 99
10 00
Click the Toggle filters panel, click

13 Interactions, and then search or scroll to
select the filter you want to use.
Click the Journey tab, select Show only

Note: You won’t see any data for this
interactions with customer journey data
14 filter since this simulated environment
to view only interactions with customer
does not use Predictive Engagement.
journey data.
To view only proactive interactions, Note: You won’t see any data for this
15 under Proactive select Show only filter since this simulated environment
proactive interactions. does not use Predictive Engagement.
To see the queues and related metrics

16 for a DNIS, click the + icon in the DNIS
number’s row.

STEP ACTION RESULT
To see a breakdown of metrics by
The DNIS Performance Details view
17 interval for a specific DNIS number, click
displays.
the required DNIS number.
Wrap-Up Performance View
Click + (Create New Tab) then click The DNIS Wrap-Up Performance view
18
Workspace > Wrap-Up Peformance. displays.
To add metrics to the view, click the +

19
icon to the right of the summary row.
To filter by wrap-up codes, click the

search icon on the top-left and start
20
entering the wrap-code in the Filter by
wrap-up code(s) field.
You can continue to enter and select

21 additional wrap-up codes to add to the
view.
Click the Toggle filters panel, click

22 Interactions, and then search or scroll to
select the filter you want to use.
23 Click the Toggle export panel icon. The Export panel opens.
Here you can configure settings to

24
export and email the reports.
To see the queues and related metrics

25 for a wrap-up code, click the + icon next
to the wrap-up code.
.1: Creating Wrap-Up Codes

LAB 3
Generate a Report
3.1: Generating a Report

3.1 Generating a Report
The objective of this exercise is to schedule an export.
STEP ACTION RESULT

2

3 Default list, under Contact Center, select A list of interactions appears.
Interactions.
Exporting a Report
To the right, click the Toggle export

4 The Export pane appears.
panel icon in the top-right corner.
Change the default export file name to a

5
unique name if required.
6 Ensure Selected Columns is selected.
To email the reports, enter email

addresses sepeated by a semicolon or a
7
comma in the Enter email addresses
field.
8 Select Schedule export checkbox.
From the Time Period list, you need to

select the time period of the data to be
exported.
The Time Period selection determines
9 You have several options ranging from the options in the Recurrence list.
the previous day to the previous month.
For the purpose of this exercise, select
Yesterday.
STEP ACTION RESULT
From the Recurrence list, you need to
select the frequency of the schedule,
whether Daily, Weekly, or Monthly.
For this exercise, select Daily (the only
10 displayed option).
Note: If the Recurrence selected is
Weekly or Monthly, there will be an
additional option to select the Day of
Week or Day of Month, respectively.
Select a Request time for the export to

11
run on the scheduled day.
From the Run on days option, select the

day(s) on which you want the export to
run.
12
Note: This option does not appear for the
Weekly and Monthly schedule
recurrences.
13 Click Show Advanced Options.
Select Format Durations (HH:MM:SS).

14 This will display data as hours, minutes,
and seconds.
Select Include Custom Attributes. Using

15 the dropdown lists select the required
timezone, language, and a delimiter.
Select America/Indiana/Indianapolis (-
16
05:00) for time zone.
17 Select English (US) for language.
Select Comma (,) Delimiter to use a

18
comma to separate values.

STEP ACTION RESULT
19 Select CSV as the export format.
The file will be inboxed to you once

20 Click Schedule.
ready.
To view the scheduled exports, click the

Toggle export panel icon.
The Scheduled Exports tab page

22 Click View existing export schedules. appears. You can view the export that
you scheduled on this page.
Filter by Media Type
To filter interactions by media type, click

23 The Filters panel opens.
on Toggle filters panel.
24 Click on the Interactions tab. The Interaction panel opens.
Choose the required media type by

selecting the relevant icon. The media The selected media type icon is
25
types include voice, callback, chat, mail, displayed above the column headers.
and messages.

LAB 4
Campaigns
4.1: Generating Outbound Campaign Detail View

4.2: Generating Campaign Performance Summary View
4.3: Generating Campaign Performance Detail View

4.1 Generating Outbound Campaign Detail View
The objective of this exercise is to generate Outbound Campaign Detail view.
STEP ACTION RESULT
Go to Performance > Outbound

1 The Campaigns Dashboard opens.
Campaigns.
Under Campaign column, select a

campaign by clicking on the campaign
2 name. For example click on PureScale The Campaign Detail view opens.
Cloud – New Customer or PureScale
Cloud – Sales.
On the Interactions tab, by default you

can view the live interactions. To view The details such as agent name, external
3 the historical interactions of this participant(s) name(s), date/time, and
campaign, click on the View historical duration displays.
interactions tab.
In the View historical interactions tab,

4 view interactions of the last 30 days, last
7 days, and current day.
The details such as agent name, external

participant(s) name(s), date/time,
Click the View live interactions tab to
duration, actions displays.
5 view the interactions that are in-
progress.
Note: If the campaign is complete you
won’t be able to see live interactions.
The wrap-up details graph shows the

outcome of calling attempts based on
the frequency of agent-assigned wrap-up
codes that the campaign used in the The Relative Time and Custom Time tabs
6
selected period. appear.
On the Wrap-up Details panel, click the

arrow next to Last 24 hours.

STEP ACTION RESULT
On the Relative Time tab, using the
7 dropdown, select a time to display the The graph for the selected time displays.
wrap-up graph for the selected duration.
Click the Custom Time tab. Select a start

8 and end date and a start and end time. The graph for the selected time displays
Click OK.

4.2 Generating Campaign Performance Summary
View
The objective of this exercise is to generate a Campaign Performance Summary view.
STEP ACTION RESULT

2

3 Default list, under Contact Center, select The Campaign Performance view opens.
Campaign Performance.
Click the Toggle filters panel icon in the

top-right corner.
Here you can customize the report with

5 the options provided in the Interactions
and Outbound tabs.
6 Click the Toggle export panel icon. The Export pane appears.
Change the default export file name to a

7
unique name if required.
8 Ensure Selected Columns is selected.
To email the reports, enter email

addresses separated by a semicolon or a
9
comma in the Enter email addresses
field.
10 Select Schedule export checkbox.

STEP ACTION RESULT
From the Time Period list, you need to
select the time period of the data to be
exported.
11 You have several options ranging from
the previous day to the previous month.
For the purpose of this exercise, select
Yesterday.
From the Recurrence list, you need to

select the frequency of the schedule,
whether Daily, Weekly, or Monthly.
For this exercise, select Daily (the only
The Time Period selection determines
12 displayed option).
the options in the Recurrence list.
Note: If the Recurrence selected is
Weekly or Monthly, there will be an
additional option to select the Day of
Week or Day of Month, respectively.
Select a Request time for the export to

13
run on the scheduled day.
From the Run on days option, select the

day(s) on which you want the export to
run.
14
Note: This option does not appear for
the Weekly and Monthly schedule
recurrences.
15 Click Show Advanced Options.
Select Format Durations (HH:MM:SS)

16 This will display data as hours, minutes,
and seconds.
Select America/Indiana/Indianapolis (-
17
05:00) for time zone.

STEP ACTION RESULT
18 Select English (US) for language.
Select Comma (,) Delimiter to use a

19
comma to separate values.
Select Split by Media Type to export the

20 data by media type, such as call,
callback, chat or email.
Select Include Summary Row to add a

row to the top of your export that
21
includes the sum of all the numeric
columns
Select Exclude Empty Rows to remove

22 rows in the export file that do not have
data
23 Select CSV as the export format.
24 Click Schedule. The file will be inboxed to you once ready.
To view the scheduled exports, click the

Toggle export panel icon.
The Scheduled Exports tab page

26 Click View existing export schedules. appears. You can view the export that
you scheduled on this page.
View Aggregate Data
To view aggregate data about a group of

selected campaigns, click on the search
27 icon and start typing the campaign name
on the Filter campaign(s) search field.
Look for PureScale Cloud.

STEP ACTION RESULT
Select the campaign name PureScale
28 Cloud - New Customer and PureScale
Cloud - Sales from the search result.
Repeat steps 27 and 28 and select the

29
PureScale campaigns.
Next to the campaign names, click View The Campaign performance detail view
30 as group. opens with aggregate data for the
selected campaigns.

4.3 Generating Campaign Performance Detail View
The objective of this exercise is to generate a Campaign Performance Detail view.
STEP ACTION RESULT

Click Performance > Workspace > +
1
(Create New Tab).

2 Default list, under Contact Center, select The Campaign Performance view opens.
Campaign Performance.
Under Campaign Name select PureScale The Campaign Performance Detail view
3
Cloud - New Customers. appears with data for that campaign.
To show or hide columns, click the +

4 The Table Columns panel opens.
icon.
Search or scroll to select the columns

5
you want to view.
To the right, click the Toggle filters panel

icon in the top-right corner.
Here you can customize the report with

7 the options provided in the Interactions
and Outbound tabs.
8 Click the Toggle export panel icon. The Export panel opens.
Here you can change the default export

file name, enter email addresses to email
9
the export file, schedule exports, and set
formatting options for the export file.
Select a column in the summary row to

10
view the bar graph.

STEP ACTION RESULT
Hover over each bar in graph to see the
11 time period and numbers the graph
represent.
Click the Refresh icon on the right to

refresh the view.
12 Note: The graphs update every 30
minutes or on page reload: they do not
update in real-time.
To reset the view, click Reset view to

13
defaults icon.

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Genesys Cloud CX

Reporting and Analytics

Copyright © 2023 Genesys Beyond. All rights reserved. i

Copyright © 2023 Genesys Beyond. All rights reserved.

Limit of Liability/Disclaimer of Warranty

Genesys Cloud Services, Inc.

Copyright © 2023 Genesys Beyond. All rights reserved. ii

Table of Contents...................................................................................................................................................................... iii

Class Matrix .............................................................................................................................................................................. iv

Dynamic Views ........................................................................................................................................................................ 10

Generate a Report ................................................................................................................................................................... 18

Copyright © 2023 Genesys Beyond. All rights reserved. iii

External Phone Number 5135556003

Site HQ (with Indianapolis as associated Location)

Location Street Address 1 City State/ Zip/Postal Country Emergency

Paris 65 rue Camille Issy les 92130 France +33 01 99 99 10 00

Buenos Humboldt 1509 Argentina C1414CTM Argentina +54 011 7999-1000

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Pilot Number 13179831000 33199991000 5411799991000 61299991000

User DIDs 13179838000-8999 33199998000-8999 5411799998000-8999 61299998000-8999

Full DID 13179831000-9999 33199991000-9999 5411799991000-9999 61299991000-9999

Copyright © 2023 Genesys Beyond. All rights reserved. v

Copyright © 2023 Genesys Beyond. All rights reserved. vi

Copyright © 2023 Genesys Beyond. All rights reserved. vii

The number of virtual machines will vary depending on the course.

Copyright © 2023 Genesys Beyond. All rights reserved. viii

Reconnect to the VM in case of network interruptions.

Display Settings and Options

Change your VM's screen resolution.

Adjust your screen's color depth. This is a pixel-related setting.

Disable sound or enable with high quality.

View the VM in full-screen mode. The moment you select this

Copyright © 2023 Genesys Beyond. All rights reserved. ix

Enables you to copy text from your computer to the VM's

Displays the Start menu on the VM screen.

Displays a list of languages for you to select one that the

Copyright © 2023 Genesys Beyond. All rights reserved. x

These set of options assist you in the following ways:

Copyright © 2023 Genesys Beyond. All rights reserved. xi

The VM is Taking a Long Time to Start

• The VM needs to start

Copyright © 2023 Genesys Beyond. All rights reserved. xii

Copyright © 2023 Genesys Beyond. All rights reserved. 1

Copyright © 2023 Genesys Beyond. All rights reserved.

STEP ACTION RESULT

On the Genesys Cloud CX login page,

4 Click Log in.

Copyright © 2023 Genesys Beyond. All rights reserved. 2

STEP ACTION RESULT

1 Click Performance > Workspace.

If a Workspace tab is not already open,

On the Workspace tab page, from the

4 Click + New Dashboard. The Add New Dashboard pane appears.

Enter the name <Your name initials>

In the top-right, click the grid size and set

8 Click +Add Widget. The widget editor appears.

9 Select Text as the Widget Type.

Copyright © 2023 Genesys Beyond. All rights reserved. 3

In the Display text field, enter Goal:

The widget saves and the dashboard

In the widget directly below, click + Add

A filter dialog box appears. By default,

In the filter dialog box, click the