Required Subscription: Genesys PureCloud
Required Permission Level: Reports and Dashboard Creator
When you need to pull a report of your interaction activity, you can likely identify a template pretty quickly that best fits your needs. There's also a chance you may find yourself unsure of which report includes the exact data you're looking for. Use our brief breakdown below of the different report templates available within Brightmetrics containing data from your Genesys system to see which contains the data you're needing.
Agent and Queue Data Reports:
Agent Activity Summary: total interactions by agent and full date. Use this report with a variety of values to see things like Time-On Queue, Time-Not Responding, etc.
Agent Login-Logout Details: identifies when the agents are logging in and logging out(presence) for you can determine how many agents were logged in at a specific time. This can additionally be filtered by ANI, Conversation ID, Queue Name, etc.
Agent Metrics: pre-filtered to show the full amount of data for the agent broken down by full date.
Interaction Details: identifies individual media types the agents are interacting with. Filter on Media Type, Direction etc. to get exactly what you want to report on.
Queue Metrics Daily: looking at each interaction that came into your queues(s). Report on values like Count-Abandoned, Calls Flowed Out, Time- Wait Total, etc.
Queue Metrics Interval: looking at each interaction that came into your queues(s), broken down by interval. Report on values like Count-Abandoned, Calls Flowed Out, Time- Wait Total, etc.
Active/Inactive Users Report: looking at the current state of each user in your system. Complete with email address, department, and title.
DNIS by IVR Destination: looking at which DNIS is routed to which IVR.
Queue Membership by Agent Name: looking at the queue membership detail data broken down by agent name. Look at additional data around "ring number", which looks at the sequence of the individual agent and "member by", which looks at who added the agent to the queue.
Queue Membership by Queue Name: looking at the queue membership detail data broken down by queue name. Look at additional data around "ring number", which looks at the sequence of the individual agents in the queue and "member by", which looks at who added the agent(s) to the queue.
Skills by User: looking at the individual user and the skill(s) and proficiency they have.
Users by Department: looking at each department and which agents are listed under that department. Add on additional fields to see things like email addresses, titles, and usernames.
Users by Skill: looking at the individual skills that are configured and the agent(s) associated with them and proficiency they have.
Evaluation Details: looking at values and dimensions like total score and critical score; along with the evaluator and name of the evaluation form being used.
Additionally, if you want to create your own report and not use one of our pre-populated templates you can do that by choosing Create New Report here:
If you do choose to use the Create New Report button you will see an additional data set named Sessions. This data set looks at the individual calls and gives you dimensions and values that are not available on the agent and queue level. Dimensions like Session DNIS, Purpose, Participant Name, Error Code, etc. Use this data set to see details on all conversations and media types that came into your account.
Still unsure of which report to use or have any questions? Let us help! Reach out to our Support Team at