Power BI for Genesys Cloud

 

How it Connects

Out of the Box Reports Already Created For You

User Interactions

Scatter chart, visualization with both static and time-lapse video playback of CC Agent performance for selected date range. Detailed account of both UC and CC users.

User Presence

Detailed presence analysis of both UC and CC users. View your top 10 Agents by CC Routing State and more

Queue Interactions

Track those illusive Abandoned calls mapped against your customer SLA per queue while at the same viewing current metrics against the trend for the period viewed.

Presence Break Out

User Presence

Chart and Visualization of the System/Organisation Presence and Routing Status.

Two Methods of Deployment

We Host

This is the easiest and quickest method of deployment. Nothing required onsite.100% REMOTELY DEPLOYED!!!. We provide simple easy to follow instructions for your Genesys Cloud administrator to setup a dedicated OAUTH credential for secure API connection to your dedicated Genesys Cloud instance and a Power BI PBIT.

You Host

If data Sovereignty is a concern, we have you covered! You can host our solution within your own environment, albeit your nominated DC or office data equipment environment. All you need is a Linux (VM or HW) and an SQL server. We provide and install our UCA App, Power BI PBIT file and the same OAUTH credential setup instructions for your Genesys Cloud Administrator.

We’ve done all the hard work creating:

  • Fact Tables; Users, Groups, Queues, Presence, Wrap-Up / Disposition Codes, Group Membership & Evaluation Forms and Questions
  • Data Tables; User Presence, User Interaction Aggregation, Queue Interaction Aggregation, Interaction Detail & Evaluations
  • Power BI Meta Data that provides; Structures, Linkages of Structures & basic KPI calculations.

Data Dictionary for the current version is Click Here

Once deployed, your Power BI Administrator will be ready to start using the Out-of-The-Box Visualization Reports and will soon be building Dashboards and Wallboards to match your corporate requirements.

If you have no BI Admin staff available? We provide optional Professional Services at reasonable rates.

Other Data Sources

We can add in the following Data Sources for additional fees. Other Data sources can be programmed for you at Professional Services Rates.

  • Survey Dynamix
  • Call Journey
  • nGUVU
  • Avaya CMS