I use SuccessKPI for extracting reports from the Genesys tool. SuccessKPI solves the problem of manual extractions, such as triggers via email or via S3 Bucket, and also offers real-time dashboards for quick analyses. I like that SuccessKPI managed to adapt to our complex work model, showing that it is capable of adapting to the client's model, regardless of complexity. I consider the transformation model of SuccessKPI valuable, as it adjusts in a practical and efficient manner. Additionally, the initial setup was challenging but successful, thanks to the fantastic SuccessKPI team. Review collected by and hosted on G2.com.

I had no negative experience. Review collected by and hosted on G2.com.

It is an excellent platform for real-time data monitoring and for building dashboards and reports, even with very nice graphical expressions. Currently, we are also testing the AI component with excellent results. Review collected by and hosted on G2.com.

in some scenarios where there is a very high data load, it sometimes becomes slow in executing reports and dashboards Review collected by and hosted on G2.com.

I like how easy and smooth it is to navigate between the views I need to complete my work tasks. I really enjoy how convenient it is to switch between chatting and call center features on the application. My favorite feature is being able to listen to past calls with Emergency Services to make sure all of my information and documentation is accurate. Review collected by and hosted on G2.com.

In the beginning, it was a little tricky navigating the new UI to find pages and features that I used regularly. The old features were suddenly located in new places under new names that were not transparent to me at first. But now that I know the new UI, it makes sense. Review collected by and hosted on G2.com.

That I can pull all the metrics that I need for my team, and there's different saved reports based on what exactly I'm looking for. Review collected by and hosted on G2.com.

Sometimes it's hard to remember which report to use for which metric. The titles help but perhaps there could be more clarification. Review collected by and hosted on G2.com.

I love being able to take a deep dive into what my team is doing. It’s really helpful to see how they’re connected to the internet and which calls have been missed. Review collected by and hosted on G2.com.

When I use the missed call feature, it shows how many calls each agent missed, but it doesn’t show the exact time the call was missed. Review collected by and hosted on G2.com.

What I like best about SuccessKPI is how it combines powerful reporting capabilities with real-time data freshness Review collected by and hosted on G2.com.

One area I find challenging is the complexity involved in integrating SuccessKPI with Genesys Cloud's Message channel. Open messaging interactions, such as WhatsApp or third-party chat, require a significant amount of custom development work. Unlike voice channels, where the integration is more straightforward, setting up the connection for message-based interactions demands extensive API development to manage contact matching, typing indicators, and disconnect events Review collected by and hosted on G2.com.

I like that I'm able to control the speed of call recordings. Review collected by and hosted on G2.com.

Incomprehensible, seemingly random ID numbers for tasks, unable to access phone logs without making multiple attempts to load the page, cumbersome UI, unnumbered questions in evaluation forms, all questions and other elements are the same shade of white, rather than alternating a light shade to help differentiate while scrolling, or having colors or a dark mode available to prevent eye strain. Review collected by and hosted on G2.com.

I find SuccessKPI an excellent software for transcribing the customer's voice, especially due to its high semantic rate. This was crucial for analyzing the drop in P3 after the website update, as I was able to accurately identify what was most bothersome in this new version. Sentiment analysis, insight generation, and mass analysis are other valuable features for me. Review collected by and hosted on G2.com.

Processing time of the reports. Project time, technical debt that was not fulfilled over time, and the lack of configuration in Portuguese to anonymize the data. Review collected by and hosted on G2.com.

I like how accessible and expanded SuccessKPI has become. It's easier to categorize things as needed. I find the grouping for data helpful, and it aids me in ensuring my documentation is easily accessible and easy to find or share with others. The initial setup was easy, thanks to a really good walkthrough. Review collected by and hosted on G2.com.

As for improvement, it's mostly loading and/or buffer times. Review collected by and hosted on G2.com.

I find SuccessKPI to be very user-friendly with visuals that are easy to understand. The dashboards are particularly easy to comprehend, and the use of colors provides a convenient glance at agent activities during specific intervals. This feature helps me manage service levels more easily. Additionally, the initial setup was easy as the instructions were given clearly. Review collected by and hosted on G2.com.

It will be better if we can lessen latency, make it work a little faster. Review collected by and hosted on G2.com.