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Genesys Cloud CX: Contact Center Reporting and Analytics Training

By instructor Categories: Genesys
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About Course

Genesys Cloud CX Contact Center Reporting and Analytics Course

Genesys Cloud CX Contact Center Reporting and Analytics Course is designed to help contact center professionals master the platform’s reporting and analytics tools. You’ll learn how to create custom reports, track important metrics, and use data insights to improve your contact center’s performance. Whether you’re a manager, administrator, or analyst, this course gives you the skills to make data-driven decisions that enhance customer interactions and streamline operations. By the end of the course, you’ll be equipped to optimize your contact center using powerful reporting features from Genesys Cloud CX.

Live Class Instructor Led Training with labs, Contact us for new batch timings. +91 85088 12345

Duration: 5 days ( 8 hrs per day)

Weekends batch available: 2 hrs per day

Course Objectives for Genesys Cloud CX Contact Center Reporting and Analytics Course

  • Master Reporting Tools: Learn how to effectively use the reporting features in Genesys Cloud CX to generate custom reports tailored to your contact center’s needs.
  • Track Key Metrics: Understand how to monitor and analyze essential contact center metrics to ensure operational efficiency and improve performance.
  • Data-Driven Decision Making: Develop the ability to use Genesys Cloud CX’s data insights to make informed, data-backed decisions that enhance customer interactions.
  • Optimize Contact Center Operations: Gain the skills to optimize workflows and processes by leveraging real-time and historical data through Genesys Cloud CX Contact Center Reporting and Analytics tools.
  • Hands-on Experience: Get practical experience with report creation, metric tracking, and analysis to confidently apply these skills in your own contact center environment.

Prerequisites for Genesys Cloud CX Contact Center Reporting and Analytics Course

  • Basic Understanding of Contact Center Operations: Familiarity with the basic processes and workflows in a contact center environment is recommended.
  • Experience with Genesys Cloud CX: A foundational knowledge of Genesys Cloud CX or similar contact center platforms will help in understanding reporting and analytics features.
  • Basic Knowledge of Reporting Tools: Prior experience with data reporting, analysis tools, or metrics tracking in any platform will be beneficial.
  • IT or Contact Center Background: Having experience in IT, contact center management, or customer service operations will enable smoother learning.
  • Interest in Data Analysis: A keen interest in learning how to use data for improving performance and decision-making in contact centers will enhance your experience.

Target Audience for Genesys Cloud CX Contact Center Reporting and Analytics Course

  • Contact Center Managers: Professionals responsible for overseeing operations and seeking to optimize performance using data-driven insights.
  • System Administrators: Those managing the technical aspects of Genesys Cloud CX and looking to enhance their reporting and analytics skills.
  • Business Analysts: Analysts focused on tracking metrics and interpreting data to improve customer service processes and operational efficiency.
  • IT Professionals: Individuals supporting contact center technology who want to better understand reporting tools and performance analysis in Genesys Cloud CX.
  • Customer Experience Managers: Professionals dedicated to improving customer interactions by using detailed reports and analytics to identify areas of improvement.
  • Anyone Interested in Data-Driven Decision Making: Individuals eager to leverage Genesys Cloud CX’s reporting and analytics tools to make informed business decisions and drive success in contact centers.

Certification: Genesys Cloud CX Contact Center Reporting and Analytics

Upon completing the Genesys Cloud CX Contact Center Reporting and Analytics Course, participants will be well-prepared to pursue relevant certifications that validate their expertise in using Genesys Cloud CX’s reporting and analytics features. This certification demonstrates proficiency in analyzing contact center performance metrics, generating custom reports, and utilizing data insights to optimize operations. Achieving this certification not only enhances your skill set but also boosts your career prospects in the customer service industry, showcasing your ability to make data-driven decisions that improve customer interactions and overall contact center efficiency.

FAQs for Genesys Cloud CX Contact Center Reporting and Analytics Course

1.What will I learn in this course?

In the Genesys Cloud CX Contact Center Reporting and Analytics Course, you will learn to create custom reports, track key performance metrics, and use data insights to enhance contact center operations.

2.Who is this course designed for?

This course is ideal for contact center managers, system administrators, business analysts, IT professionals, and anyone interested in using data to improve customer interactions and decision-making.

3.Do I need prior experience with Genesys Cloud CX?

While a basic understanding of Genesys Cloud CX is beneficial, it is not mandatory. A general familiarity with contact center operations and reporting tools is recommended.

4.Are there hands-on exercises included in the course?

Yes, the course includes practical, hands-on exercises that allow you to apply what you’ve learned and gain real-world experience with reporting and analytics tools.

5.How can this course help my career?

Completing this course equips you with valuable skills in reporting and analytics, prepares you for relevant certifications, and enhances your ability to make data-driven decisions, making you a more competitive candidate in the job market.

Related Course

Genesys Cloud CX Contact Center Administration Training
Genesys Cloud CX Contact Center Administration Training
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What Will You Learn?

  • How to navigate and understand the reporting features of Genesys Cloud CX.
  • Analyze real-time and historical data for contact center performance.
  • Create custom reports and dashboards tailored to your organization’s needs.
  • Use KPIs (Key Performance Indicators) to monitor agent and queue performance.
  • Understand key metrics such as Average Handle Time (AHT), Service Levels, Abandon Rates, and Customer Satisfaction (CSAT).
  • Generate reports for different channels (voice, chat, email, social media).
  • Export and present data to key stakeholders.
  • Apply data-driven decision-making to optimize contact center operations.

Course Content

CHAPTER 1: Introduction to Genesys Cloud CX Reporting

  • 1.1 Course Introduction and Learning Objectives
  • 1.2 Understanding Reporting and Analytics Overview
  • 1.3 Supervisor App for iOS Overview
  • 1.4 Instructor Led Video – LAB

CHAPTER 2: Creating and Managing Performance Dashboards

CHAPTER 3: Generating Dynamic Reports and Analytics

CHAPTER 4: Outbound Campaign Performance Reports

CHAPTER 5: Advanced Reporting Techniques

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