Does Visualizer provide aggregate data as well as the cradle to grave reporting?
Visualizer can provide both. Segmentation of the enterprise view can be done by ConnID to show all DNs touch for a single interaction. It can be done by unique customer identifier if it’s a KVP and show all interactions by that customer in the time frame (outbound progressed to chat progressed to voice – total customer journey in Genesys).
Visualizer also can provide aggregate data via queries. Queries can be structured to perform calculations based on event sequence reconstruction and associated time stamps. Queries can be constructed to validate reports or even count recurring behavior or scenarios that are worth tracking.