CXI for Genesys Cloud

Unleash the power of Power BI in your Contact Center

Leverage the richness of data available in the Genesys Cloud open API, with the UCA Genesys Cloud CXI Adapter giving you access to historical Genesys Cloud data to BI.

PLATFORM FRAMEWORK

Connecting via a secure OAUTH key to your Genesys Cloud instance the CXI Adapter does all the hard work for you and provides access to your Genesys Cloud historical data.

By generating all the necessary API calls to Genesys Cloud the CXI Adapter actively monitors the responses, formats the data received on-the-fly and then passes it to a SQL DB in a structured form that allows tools such as Power BI, to natively ingest the data. With the aid of a logical data dictionary and access to the data in a structured form, your Power BI expert can now deliver meaningful contact centre data to the business.

The delivery of a PBIT file (Power BI Template) provides a set of data rich out-of-the-box reports to get you started. These reports can also be used as templates for creating customised reports and visualisations.

Providing your BI Team with access to a rich set of accurate and reliable data metrics the solution is designed to grow with the needs of the business by including 1000’s of available data points.

As a Service

Cloud based deployment allowing rapid deployment and freedom from management of your own data centre infrastructure.   Hosted securely in AWS Australia, UCA maintains your data in a secured database infrastructure that is connected to CXI as a Service.

ON PREMISE

If data sovereignty is a concern UCA has you covered.  CXI as a Service can be deployed to a server/database framework in your office or your data centre.   Allowing your IT teams to control and manage access as well as data security.

BI ANALYTICS SUPPORT

CXI Genesys Cloud from UCA provides out of the box support Power BI.

UCA provides access to their Genesys BI Data Dictionary to review what data is able to be leveraged in Power BI.  Click the link or image at right to go to the online dictionary.

BI HIGHLIGHTS

CXI Genesys Cloud from UCA is scaled to your needs and allows transformation of multiple data sources in to interactive business dashboards leveraging the BI tool of your choice..

Drill Down

Drill down data in a widget to see granular details through hierarchical nested column grouping

Sorting

Enhanced sorting of data across values / widgets as needed

Measures

Calculated measures allow dynamic data insights driven from expression formulas

Filter Data

Filter data in a widget at runtime based on a selection in the master widget. Also, perform hierarchical filtering through filter relationships between multiple master widgets

Drill Through

Explore the raw data behind a calculated metric value showcased in a widget to understand the value’s pattern behind the scenes

Custom Tooltips

Define metrics / text to display in tooltips at runtime on any visualization widgets.

Responsive Layouts

The UI is responsive that adapts to any standard screen size and orientation when seen on desktops, mobile devices, and tablets

Easy User Management

Users can be easily organized into groups which helps to accurately map the structure of small and large organisations

PLATFORM SUPPORTED DATA SETS

CXI Genesys Cloud from UCA supports the following data sets to provide rich insights.

Core data sets span base information on details up to detailed interactions and participant data.

Group Details

Queue Details

Presence Details

User Details

Wrap Up Details

WFM

Adherence

Chat Data

Data Linkage

Eval Data

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