Genesys BI
Contact-center reporting that matches the floor.
Genesys produces a lot of data. Turning it into reports supervisors trust takes reconciliation, clear definitions and a data layer that outlives any single export.
What we cover
Interaction reporting
Volumes, handling, outcomes and transfers across voice and digital channels, defined once and used everywhere.
Agent and queue reporting
Adherence, occupancy, service levels and queue behavior in views built for supervisors and workforce planners.
Historical data
Retain and organize history beyond platform retention limits so trends and forecasts have something to stand on.
Numbers that agree
When the platform report, the warehouse and the payroll file disagree, we find out why and fix the definition or the pipeline.
Joined to the rest of the business
Connect contact-center data with CRM, collections, sales or reservations data so a call is connected to the outcome it produced.
Support
Documentation, hand-over and ongoing help as queues, teams and questions change.
How an engagement usually starts
Most teams arrive with a specific report that is wrong or missing. We start there, then look at the exports, the retention window and the manual steps around it. Often the report is a symptom, and the fix is a small data layer that makes the next ten reports easy.
Level Up Data is an independent consultancy. This page describes our own experience with Genesys data and does not claim a partnership or certification with Genesys.