About Analytics-as-a-Service (A3S) add-on for dashboards and reports

AI-generated summary

Genesys Cloud Analytics-as-a-Service (A3S) is a comprehensive hosted analytics add-on that delivers real-time and historical contact center data through a Snowflake data warehouse updated hourly and 35+ prebuilt Power BI and Tableau dashboards and reports. The solution features an end-to-end Elasticsearch platform enabling real-time monitoring with 5-second refresh latency, allowing visualization of live metrics and creation of custom dashboards and reports. Key capabilities include KPI-based alerting for proactive threshold monitoring across Genesys Cloud deployments, enterprise-grade security and scalability, rapid 1-2 week deployment, and customization options through expert services and direct SQL access. Users can monitor contact center performance and real-time activity through visual dashboards while analyzing historical and real-time metrics to assess overall contact center performance.

A3S is a comprehensive analytics solution for Genesys Cloud. The historical reporting includes a fully hosted Snowflake data warehouse of analytics data, which is updated hourly. Built as a bring-your-own BI solution, it offers 35+ dashboards and reports prebuilt in Power BI or Tableau as an accelerator for your real-time data. A3S provides an Elasticsearch end-to-end solution for real-time monitoring of GCCX with a proven ability to visualize a vast amount of live metrics, and data, as well as compile bespoke dashboards and real-time reports down to a 5-second latent refresh. Alerting capabilities, based on thresholds for KPIs, allow you to proactively stay up to date with events across your GCCX deployment.

Overview

The Genesys Cloud Analytics add-on (A3S) is a hosted solution that integrates with Genesys Cloud to provide comprehensive contact center analytics, featuring real-time and historical data warehousing, pre-built dashboard templates, and integration capabilities with various business intelligence tools like Power BI and Tableau. The solution offers enterprise-grade security, scalability for large organizations, and quick deployment within 1-2 weeks while allowing customization through expert services and direct SQL access.

Overview of the Analytics add-on solution

Dashboards

You can visualize the performance of your contact center briefly and monitor the real-time activity of the contact center by viewing all the interactions at a glance.

Reports

Use reports to see historical and real-time metrics and data about the contact center so that you can analyze its performance.

Analytics add-on historical analytics report accelerators

[NEXT] Was this article helpful?

Get user feedback about articles.