Why do you need analytics?

Data Analytics forms the backbone of business intelligence. It enables benchmarking, accurate reporting, KPI tracking and insights into consumer behaviour, allowing you to stay ahead of your competition.

Customer Experience Intelligence as a Service (CXIaaS) is a scalable & agile platform that delivers real-time Contact Cente data directly to your desktop in powerful, fully customisable dashboards.

We’ve done all the hard work

  • Fact Tables: Users, groups and associated memberships, queues and associated memberships, presence, wrap-up/disposition codes
  • Data Tables: Interaction Detail, User Presence, User/QueueInteraction Aggregation
  • Refresh rate: data can be refreshed as often as required within Genesys API fair usage policies.

  • Once deployed, your Analytics Administrator will be ready to start using the out-of-the-box visualization reports and will soon be building dashboards and wallboards to meet your business needs.
  • Additional data from Genesys Cloud is available quarterly as part of the subscription.
  • Is BI admin staff not available? We provide optional professional services at competitive rates.

Base, Employee Experience & Voice Analytics Data Package

  • Analytics template files providing OOTB reports for:
    • Chat Data
    • Data Linkage
    • Detailed User Presence Data
    • Groups
    • Interaction Data (Detailed, Queue & User)
    • Interval Daily, Weekly Monthly Queue interaction data
    • Interval Daily, Weekly Monthly User presence data
    • Interval Daily, Weekly, and Monthly user interaction data
    • Outbound Dialler Data
    • Participant Attributes Data
    • Presence
    • Quality Management Data
    • Queue
    • Real-Time Push to DB
    • Speech Analytics Sentiment Data
    • User & Wrapup
    • Voice/Text Analytics Data
    • WFM Data\

Prefer to self-host?

If data sovereignty is a concern, we have you covered!

You can host our solution within your own nominated data centre cloud-hosted environment.

All you need is a Linux or Windows Server and an SQL server of your choice. 

We install our adapter, provide available analytics templates for out-of-the-box dashboards and supply your Genesys Cloud administrator with OAuth credential setup instructions


More information is available in our detailed data dictionary: available here