Smart companies from almost every industry have made an important commitment to utilize the Genesys Customer Experience (CX platform). But many don’t achieve the type of results they hoped for because they don’t take advantage of the reporting and analytics tools that came with their systems. In Part 1, we gave you 7 critical reasons to utilize Genesys Reporting. Part 2 is all about what you should actually measure. Here is the conclusion of our series. Now that you have decided to implement a Genesys Reporting Solution, how do you know if your chosen design is meeting your requirements? Part 3 offers 7 critical elements of effective reporting as well as a discussion of gathering quality data, understanding what to do with that data, and how to act on it. Then download our complimentary whitepaper to learn how to enhance your contact center operations. Don't forget to go back to Part 1 and Part 2 if you missed them. About Forty7Ronin Forty 7 Ronin Tailors Voice Solutions to Your Company Forty 7 Ronin provides call center software expertise in an age where everyone says they can, but few are successful. We focus on your company, working with your team to establish and refine your goals. We ensure every project is guided by success criteria that are measurable and achievable.

1. IVR Development, Tuning, and Performance Specialists
© Forty7Ronin www.forty7ronin.com (719) 445-8054
Boosting Business Performance
and Customer Experience with Impactful
IVR Services
Genesys
Reporting: What
You Don’t Know
Can Hurt You
Elements of an Effective
Reporting Solution
Part 3:

2. The 4 general Genesys reporting categories
Elements of an effective reporting solution
Three keys to Genesys reporting success
What and how you should measure, including
real-time, operational, and BI metrics
7 Benefits of effective Genesys reporting
Highlights of this Series:

3. How do you know if your reporting solution is
effective in meeting your requirements?
Here are the necessary elements:
Elements of an Effective
Reporting Solution

4. Reports are available that feature real-time or historical data.1

5. Full-spectrum multi-channel reports are included, including calls
and other interactions.
Data can be dimensioned/sliced and exported to other programs
as necessary.
Analysts and other business users can create reports – technical
support is not required.
2
3
4

6. Real-time alerts can be shown with visual cues to help you make
necessary productivity adjustments promptly.5

7. Reports are restricted and/or customized based on
function/user role.
Captured data is actionable – it allows you to make changes
that improve performance.6
7

8. Three Keys to Genesys
Reporting Success
Quality data (timeliness, accuracy, accessibility (e.g. through
dashboards), completeness, and clarity) supports contact
center performance.
(1) Capture the right data.

9. Make sure the important data is delivered to the right
person at the right time and is available in a manner that is
easily consumable (digestible).
(2) Understand what to do
with the data.
Think: executive report or a dashboard.
It is likely not best to provide all data to
everyone using the same format.

10. (3) Act on the data.
“Actionable insight is a term in data
analytics and big data for information
that can be acted upon or
information that gives enough insight
into the future that the actions that
should be taken become clear for
decision makers.”
- Technopedia
Your data needs to be “actionable.

11. In closing… the
right analytics,
delivered to the
appropriate
decision maker in
a timely fashion,
can make a large
and positive
impact on your
business.

12. Download the complete
complimentary whitepaper to
learn more about the benefits of
effective Genesys reporting and
how this capability can enhance
your contact center operations.
DOWNLOAD NOW

13. Part 1: The 7 Benefits of Genesys
Reporting
Part 2: Types of Genesys Reporting:
What and How to Measure for
Success
Part 3: Elements of an Effective
Reporting Solution

14. Delivering a great customer experience (CX) requires innovation,
delivered at speed, across all channels, including IVR, voice, web,
chat and email.
How Forty 7 Ronin Can Help You
Achieve Your Reporting Objectives
Forty 7 Ronin’s Professional Services
- Full-stack development
- Optimization
- Testing and training assistance
Our proven experts can develop actionable reporting and
analytics to ensure your success.

15. Forty 7 Ronin provides call center software expertise in an age
where everyone says they can, but few are successful.
We focus on your company, working with your team to establish and refine your goals.
We ensure every project is guided by success criteria that are measurable and achievable.
Forty 7 Ronin Tailors Voice Solutions to Your Company
Forty 7 Ronin
3578 Hartsel Dr. Ste E #245
Colorado Springs, CO 80920
About Forty 7 Ronin
www.forty7ronin.com
(719) 445-8054
Explore our website or contact us to
learn more about Forty 7 Ronin and
our voice solutions.
Read the Forty7Ronin Blog Here.
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