Custom Detail Dimensions: Participant Data

Required Permissions Level: Company Administrator 
 
Brightmetrics CCaaS Analytics supports Custom Detail Dimensions.
Okay… so what exactly does Custom Detail Dimensions mean?
 
  
Reporting of Custom Detail Dimensions includes:
 
Detailed Reporting on your Participant Attributes
 
If your organization uses attributes in your Participant Data, Brightmetrics supports it! We allow you to define which Participant Attribute fields you would like to include as available data fields, values, and filters in your Detail Reports.
 
Here’s a step by step guide that will make sure you hit all the necessary setup points within Genesys Cloud to capture this data and required configurations to map these fields for use in Brightmetrics.
 
  1. Navigate to the Admin Tools section of Brightmetrics
  2. Click the Data Customization tab
  3. Select "Custom Detail Dimensions" on top
  4. Click either of the green "+" icons to add a new Custom Detail Dimension
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In the window that appears, you can choose 1) the data source (PureCloud), 2) a desired data source instance (Sessions, Queues, or Agent Activity), then 3) click the okay button:

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Now you're presented with the following page:

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  • Under Choose An Attribute:  Choose which attribute you would like to have added to Brightmetrics
  • Name: You may choose to name the field however you would like it to appear within your Brightmetrics Detail Reports. By default, it will be the same as the call profile field name in Genesys, but if for some reason you would like it to be labeled differently in reporting, you can change it here.
  • Tooltip: This field is for giving a brief description of what your Custom Detail Dimension represents; when you - and more importantly, others who haven’t configured these - hover over your Custom Detail Dimension when creating/editing a report, a pop-up window will appear with the description you give it.
  • Hide: If checked, this Custom Detail Dimension will not be available to use when creating/editing reports. (Note: Because Data Customizations are selectable for use by anyone with reporting or dashboard permissions on your company account, you may choose to hide them during functionality trial periods or if you wish to save them for future use.)
  • Click Save

Questions or feedback? Please email us at support@brightmetrics.com.

 

 

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