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Analytics & Reporting · Completed
Omnichannel Contact Center Analytics
Real-time analytics dashboard providing unified view of voice, chat, email, and social media interactions across the contact center.
Analytics & ReportingDuration: 6 monthsCompleted
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Project Overview
Developed a comprehensive analytics platform on top of Genesys Cloud CX that unifies data from all communication channels into a single pane of glass. Features real-time agent performance monitoring, predictive queue analytics, and customer journey mapping with advanced visualization capabilities.
Key Architecture Features
- Unified omnichannel dashboard (Voice, Chat, Email, SMS)
- Real-time agent performance scoring and leaderboards
- Predictive queue wait time estimation using ML models
- Customer satisfaction trend analysis with NPS tracking
- Automated report generation and email distribution
- Custom KPI builder with drag-and-drop widgets
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