Which historical reporting tool would you recommend?

[Jones]

At the moment we use Pulse for Real Time and have Qlikview for InfoMart.
The issues I have is that Pulse has many limitations and I am dependent on other departments to create historical reporting in Qlikview.

Would it be an improvement to implement CCPulse+ to be able to create historical reporting? I would probably use both Pulse (Wallboards) and CCPulse+ for historical.
Or would you recommend otherwise? Or will CCPulse+ not be good enough compared to Infomart?

Options I have sought out are:

CCPulse+
InfoMart and QlikView
InfoMart and Interactive Insights
Other?

[vmc]

You have Info Mart but not Gi2?  What is QlikView?  As far as CcPulse  is concerned, what do you mean by historical?  It's limited and to go from Info Mart to CcPulse is probably a step backwards. We stick with CcPulse for real-time/current day, Info Mart for call centre traffic historical stuff using GI2 and WFM for workload performance.

Sent from my Redmi Note 3 using Tapatalk

[Jones]

Qlikview is a BI dashboard that our company already uses for other reporting.
It is connected to InfoMart to get the data. However our BI department doesn't like InfoMart so they are now connecting via Elastic Search to ICON database and bypassing InfoMart.

[Kubig]

Do not like GIM - why? I do not understand how they cannot like GIM, but like ICON which is worst on BI level at all. It seems they are not BI guys or do not understand how GIM works in general.

[genesysguru]

From my latest work on Elasticsearch in Genesys environments:

http://genesysguru.com/blog/blog/2017/06/14/genesys-integration-on-the-wire-iotw/