In order to meet the company’s unique and complex reporting requirements, Emite worked together with internal CX stakeholders to map key unifying fields and filters in order to create a reporting structure that aligns with all data types being collated together and ultimately aligns to the needs and goals of the business.
Emite’s flexible data ingestion layer for all their data sources, including the Genesys Cloud data, this customer was able to ingest and associate all five data sets in a single dashboard to serve as a global “Agent Performance Scorecard”.
Furthermore, Emite’s powerful data preparation capabilities enabled them to associate the Genesys AgentId to their proprietary hierarchy structure within their People Management System. This allows the custom “Agent Scorecard” dashboard to be filtered by Location, Line of Business, Manager, Team Leader, or Agent— all of which are custom fields managed outside of Genesys but linked back via the Genesys AgentId.
Powered by insights from Emite, the “Agent Scorecard” continues to be one of the most valuable reporting tools in the company’s arsenal and has been critical for informing agent coaching, staffing, resourcing, and ultimately maintaining a well-oiled customer service and contact center engine.