About analytics

AI-generated summary

Genesys Cloud provides analytics capabilities through Predictive Engagement to understand visitor behavior and drive desired business outcomes. It processes visitor data with machine learning to generate reports on visitor activity, action map performance, outcome performance, and segment performance. Key details include availability of granular analytics data, integration with other Genesys Cloud CX performance views, and visibility into billing and usage.

An action represents the steps to take to engage with visitors or to further related business outcomes.

Availability of analytics data

Understand how Genesys Predictive Engagement’s machine learning processes visitor data for reports. Learn when data results are available to you. Understand how you can select the granularity of data that appears in reports.

Availability of analytics data in Predictive Engagement

Reports

Learn about the Genesys Predictive Engagement reports and the performance views in Genesys Cloud CX.

Billing and usage

View your billing and usage information.

Billing and usage

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