FAQ

Here’s our obligatory list of Frequently Asked Questions for PureInsights offerings. Not finding the answer you need? Please contact us. Sales and Support are generally initiated via email for best response.

How do I activate a 30-day risk free trial of the PureInsights Configurable Dashboard for PureCloud?

We try to make it easy.
No, really!
If you’re already a PureCloud user and want to try our opt-in, no obligation, 30 day free trial of the PureInsights Configurable Dashboard, check out our free trial page.

How do I activate my subscription for PureInsights?
  1. After you subscribe you should get a couple of emails from us including a receipt and an activation email.
  2. If you have access to more than one PureCloud org, you might want to log out of them first to insure you activate the subscription for the intended PureCloud Org.
  3. In the Activation Email, click the Activate button.
  4. You will login using your PureCloud credentials to allow us to determine your PureCloud org.
  5. See the regional links below to access PureInsights from the proper location.
What are the Regional links to access the PureInsights Configurable Dashboard and Call Detail CSV Extract?

The link used to access PureInsights depends on which Region you use for PureCloud.

  1. Americas using mypurecloud.com: https://apps.mypureinsights.com
  2. Europe using mypurecloud.ie (note “ie” at the front of the link): https://ie.apps.mypureinsights.com
  3. Japan using mypurecloud.jp (note “jp” at the front of the link): https://jp.apps.mypureinsights.com
  4. Australia, New Zealand and Asia using mypurecloud.au (note “au” at the front of the link): https://au.apps.mypureinsights.com
How do I setup the user in PureCloud so they can access PureInsights configurable dashboard?
  1. Assign an Engage (PureCloud) license.
  2. Want to take the easy route? Simply assign the Supervisor Role. Note the user will also be able to run reports.
  3. Prefer to limit permissions to only the bare minimum? Subject to change as PureCloud evolves:
    1. analytics:conversationAggregate:view
    2. analytics:conversationDetail:view
    3. analytics:conversationProperties:index
    4. analytics:evaluationAggregate:view
    5. analytics:queueObservation:view
    6. analytics:userAggregate:view
    7. analytics:userDetail:view
    8. analytics:userObservation:view
    9. outbound:campaign:view
    10. routing:queue:viewrouting:wrapupCode:view
  4. If all that is good, you assigned the Supervisor Role and you still can’t access the dashboard, maybe try a browser refresh, close/restart try again?
How do I verify I have the correct permissions for the PureInsights Configurable Dashboard?
  1. Visit https://apps.mypureinsights.com/#/mypermissions
  2. Verify you see all of the permissions listed above.
How do I configure PureCloud with the PureInsights client app integration?
Follow the steps for Client App Install instructions using the appropriate regional link:
  1. Americas using mypurecloud.com: https://apps.mypureinsights.com/#/client-app-install
  2. Europe using mypurecloud.ie (note “ie” at the front of the link): https://ie.apps.mypureinsights.com/#/client-app-install
  3. Japan using mypurecloud.jp (note “jp” at the front of the link): https://jp.apps.mypureinsights.com/#/client-app-install
  4. Australia, New Zealand and Asia using mypurecloud.au (note “au” at the front of the link): https://au.apps.mypureinsights.com/#/client-app-install
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Why don’t I see callbacks in my call detail CSV when we’re using them with callers?

In the Call Detail CSV Extract that comes bundled with the PureInsights Configurable Dashboard, your Media Type in the report will only show as Callback for web-based callbacks. If a caller waiting for an agent while in queue and selects a Callback, these calls will be marked as Voice. The Call Detail CSV only captures the first Media Type of the conversation. For more advanced reporting needs around Callbacks generated from callers opting out of Queue, please consider our Enterprise Reporting solution, which includes a Hosted SQL Database. Callbacks resulting from an initial Voice call will show up in a Segment of the overall Conversation and our SQL Database Offering captures all of the Segment detail to meet these types of enhanced reporting needs.

Why can’t I pull more than 1 month of data using the Call Detail CSV Extract?

PureCloud limits API requests to cover a duration no more than 31 days. If you want to get more than a month, use the Custom date range and break it down in chunks less than 31 days.

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What if data from the CSV Extract seems to be inconsistent with PureCloud?

Would you mind sharing these reports with us all covering the same date/time range and Queues where you’re seeing the discrepancies?

  1. PureInsights Call Detail CSV extract
  2. PureCloud Interaction Details
  3. PureCloud Queue Metrics Summary
  4. Along with a detailed description of the issue: what data is missing you’re expecting to see, etc.

 

How are Intervals defined in the PureInsights Configurable Dashboard?
  1. Widgets: Intervals are measured in 30 minute increments, just like PureCloud
  2. Charts: configure to show the last 8 days, 8 weeks, or 11 hours.
How do I configure an alert for the SLA widget to include 100%?
To get an alert to include 100% SLA, set “less than” to 101. Yeah, we goofed on the boundary setup.
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Do you have a data dictionary for the Call Detail CSV Extract?

Yes. Follow this link: https://docs.google.com/document/d/1tTDvJAtmfClIaXmO4hj6VaFSbnYI9-Wy1Bgeg4ENFEM/edit?usp=sharing

What should I do to report an issue with the configurable dashboard?

Support is initiated via email and we’ll make these request of you to help us isolate the issue and resolve. For quickest resolution, please copy/paste this list into an email and provide answers to the questions along with the requested screenshots.

  1. There’s a chance we pushed an update recently – could you first try holding the shift key while clicking refresh on the browser to insure you’re using the latest from PureInsights?
  2. If the dashboard isn’t updating, about what time did it dashboard stop? Please clarify your time zone.
  3. What part of the dashboard isn’t updating, which widget? Which Queues are configured for that widget?
  4. Any issues experienced with PureCloud?
  5. Can you connect to the dashboard from a smartphone and see data as expected? If so, you might have a computer issue or something within the local network.
  6. What users are effected? Just one or all users/dashboards?
  7. Are all stats missing or just some? Details are helpful.
  8. Can you provide a screenshot(s) if it helps explain the issue? For example, if stats are showing different values in PureCloud and PureInsights, one screenshot with both open is appreciated.
  9. Are there any errors in the Browser console? To access this in Chrome, for example, on the Windows operating systems you would press shift + CTRL + i and a panel will appear on the right. If there are errors please expand them and copy/paste into the email response.
What if my Agents On Queue widget doesn’t match PureCloud?

First, holding the shift key while clicking refresh on your browser will insure you have the latest PureInsights loaded. The best way to get the correct number of Agents on Queue is to create a single queue and put all of your agents in it. It doesn’t cost any extra and you won’t be routing interactions to it. Use just that one queue in the Agents on Queue widget. Apologies it’s a little more administrative overhead but it’ll get the job done. If that doesn’t do the trick, please let consider the following:

  1. Does PureCloud report an accurate number for Agents on Queue? Sometimes when we hear about a problem with the Agents on Queue widget it’s because PureCloud is not accurate.
  2. If you can verify PureCloud is accurate, are you using multiple queues in the Agents On Queue widget? It’s possible more than one of those queues have the same agent as a member. If this is the case, the count in the widget will be higher than expected. To solve this create a queue in PureCloud and put all the agents in it and use only that queue in the widget. Just name it something like PureInsights so people know it’s not getting calls routed to it.
What data security is there?
  1. Configurable dashboard and CSV Extract: We access via HTTPS. We do not store passwords for the dashboard – the customer uses their PureCloud Credentials and oauth2 to validate their login.
  2. Hosted Database offering: Data is encrypted at rest in the database.
Does the data remain between PureCloud and my company? In other words, Does PureInsights store any of my customer data?
  1. Configurable dashboard and CSV extract: data is transitory for PureInsights, meaning it is not stored within our servers beyond the ability to calculate and display.
  2. Hosted SQL Database offering: stores data in an Oracle Database hosted within Amazon Web Services. We provide a secure connection string to our customer.
What type and version of database do you use for the Hosted Database Offering?

Oracle 11g, hosted in AWS. If you’re considering subscribing, here’s how it works:

  1. Activate a Subscription either with your Genesys sales rep (for the best price) or sign up right here on our site (and you can covert to your PureCloud subscription later if you prefer).
  2. Assign the Dev Role in PureCloud to the user who will activate the Hosted Database Subscription, because we have to create an oauth client.
  3. You’ll get a couple of emails from us including a receipt and an activation link.
  4. Click on the activation link and follow the steps. As long as you have the Dev Role assigned, this should be just a few clicks. Easy.
  5. You’ll get a follow-up email from us with a secure login link, but don’t click on that as it doesn’t take you to an actual website. The email contains all of the necessary info such as server, port, username and password to connect to the database with your query or BI tool of choice.
Why does my monitor display widgets stacked on top of each other in a single column?

Normally you’d expect to see this type of behavior when accessing PureInsights from the browser on a mobile device. The layout on the widgets is dependent on the resolution of the monitor displaying it, more specifically how many pixels are available in the browser.  Any resolution less than 768 px wide is going to display in the narrow column format.  If you’re seeing this on a computer display, to resolve try expanding the window wider until the widgets spread out again.

 

How Are GDPR requests handled?

Any GDPR data requests should be sent to pi.support@mypureinsights.com