Course Overview
The Genesys Engage on-premises- Using Genesys Customer Experience Insights (GCXI) course covers the usage of out-of-the-box reports and dashboards that are deployed with Genesys CX Insights. This course explains how to create or modify reports, documents, and dashboards. You will also learn about the objects, such as metrics, attributes, and prompts, used in reports, documents, and dashboards. There are plenty of frequently asked questions (FAQs) included in this course and scenario-based learning through a storyline about using the out-of-the-box reports to deliver more interactive learning. You will also learn about reports, documents, and dashboard formatting, and customization features. There will be hands-on labs available in each chapter paired with instructional videos to create better learning experiences
Duration- 2 days
Prerequisites
No prerequisites are required prior to taking this course.
Audience Profile
The course is intended for Supervisors, Contact Center Managers and Business Analysts to help them analyze and improve the performance of a contact center.
Learning Objectives
The Genesys Engage on-premises- Using Genesys Customer Experience Insights (GCXI) course covers the following objectives-
- Explain Genesys Customer Experience Insights (GCXI).
- Describe the report interface in GCXI (MicroStrategy Web).
- Demonstrate how to run out-of-the-box reports.
- Create new reports and documents.
- Create and run dashboards.
Content Outline
- Provide an overview of Genesys CX Insights- Project, Reports, and Dashboards.
- Discuss the list of supported browsers.
- Explain user management and privileges.
- Navigating the Report Interface in GCXI (MicroStrategy Web)
- Understand the report's actions.
- Explain how to run a report.
- Explain the structure of a report.
- Explore the report menu options- REPORT HOME, TOOLS, DATA, GRAPH, and FORMAT.
- Understand the “what” and “how” of contact center reporting.
- Understand and choose key metrics.
- Understand the usage of out-of-the-box reports.
- Discuss the key steps to improve contact center reporting.
- Explain how to create a report from scratch or based on an existing template.
- Explain how to create a document.
- Provide an overview of dashboards.
- Review the out-of-the-box dashboards.
- Navigate through different dashboards.
- Explain how to create a dashboard (dossier).
- Explain how to format dossiers and visualizations.
- Explain how to link a dossier to a different dossier.
- Discuss the link across content types.
FAQs
CX Insights is a web-based data visualization application that allows you to view and analyze real-time agent status and workgroup activity.
Genesys Cloud is a suite of cloud services for enterprise-grade collaboration, communications, and contact center management. Genesys Cloud is formed on top of Amazon Web Services (AWS) & uses a distributed cloud environment that provides secure access to companies around the world with a marginal IT footprint
The Genesys Engage on-premises- Using Genesys Customer Experience Insights (GCXI) course covers the usage of out-of-the-box reports and dashboards that are deployed with Genesys CX Insights. This course explains how to create or modify reports, documents, and dashboards. You will also learn about the objects, such as metrics, attributes, and prompts, used in reports, documents, and dashboards.
It is recommended but not mandatory. Being acquainted with the primary course material will enable students and the trainer to move at the desired pace during classes. You can access courseware for most vendors.
You can buy online from the page by clicking on "Buy Now". You can view alternate payment methods on the payment options page.
Yes, students can pay from the course page.
The course completion certification will be awarded to all the professionals who have completed the training program & the project assignment given by your instructor. You can use the certificate in your future job interviews which will surely help you to achieve your dream job.