Genesys
Filament

Ask questions about your Genesys data

Connect Genesys to Filament and turn complex dashboards, analytics, and business intelligence into a simple conversation. No spreadsheets. No setup. Just instant answers.

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Genesys tracks conversations, agent activity, and survey responses, but understanding how contact center performance affects customer retention or which interaction patterns correlate with satisfaction scores means connecting to your CRM and helpdesk data. Filament links Genesys to your other business tools and answers questions about service quality, agent productivity, and customer outcomes in plain English.

Metrics dashboard
Finance dashboard
SEO dashboard

Track Genesys KPIs with Filament Analytics

Connect your Genesys account to Filament and instantly track your most important KPIs. All in plain English dashboards that update automatically.

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Key Genesys metrics you can track in Filament:

CONVERSATION
Track customer interactions across voice, chat, and digital channels with conversation_id, start_time, duration, direction, and disposition_code. Analyze call patterns and interaction outcomes.
records:
conversation_idstart_timedurationdirectiondisposition_codemedia_type
ANALYTICS_CONVERSATION_DETAILS
Measure interaction performance with handle_time, hold_time, talk_time, after_call_work_time, and transfer_count. Build business intelligence dashboards tracking efficiency metrics.
records:
conversation_idhandle_timehold_timetalk_timeafter_call_work_timetransfer_count
AGENT_ACTIVITY
Monitor agent availability and productivity with user_id, status, routing_status, start_time, and duration. Track utilization patterns across your contact center.
records:
user_idstatusrouting_statusstart_timedurationsystem_presence
CONVERSATION_SURVEY
Capture customer feedback with survey_id, conversation_id, nps_score, promoter_score, and question_responses. Connect satisfaction data to interaction quality.
records:
survey_idconversation_idnps_scorepromoter_scorecompleted_date
EVALUATION_FORM
Track quality assessments with evaluation_id, agent_id, evaluator_id, total_score, and evaluation_date. Measure coaching effectiveness and agent development.
records:
evaluation_idagent_idevaluator_idtotal_scoreevaluation_dateform_name
USER_ROUTING_SKILL
Map agent capabilities with user_id, skill_name, proficiency_level, and skill_id. Optimize routing based on expertise and performance data.
records:
user_idskill_nameproficiency_levelskill_idassigned_date
QUEUE_PERFORMANCE
Monitor queue metrics with queue_id, queue_name, answered_count, abandoned_count, service_level, and average_wait_time. Track kpi metrics across service channels.
records:
queue_idqueue_nameanswered_countabandoned_countservice_levelaverage_wait_time
CONVERSATION_CALLBACK
Analyze callback requests with callback_id, conversation_id, scheduled_time, callback_status, and attempt_count. Understand customer preferences for asynchronous service.
records:
callback_idconversation_idscheduled_timecallback_statusattempt_count
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Combine Genesys with other data sources

Your business runs on more than one app, and your analytics should too. With Filament, Genesys lives side-by-side with sales, finance, and customer tools. Bring it all together in one intelligent workspace and finally see the full picture.

attio
hubspot
intercom
raisely
salesforce-connector
stripe
xero
facebook-ads
google-ads
ga4
gsc
campaign-monitor
customerio
instagram-business
linkedin-ad-analytics
mailchimp
snapchat-ads
tiktok-ads
twitter-ads
airtable
google_sheets
mysql
postgres
quickbooks
shopify
woocommerce
amplitude
asana
eventbrite
freshdesk
github
jira
klaviyo
mixpanel
notion
segment
trello
zendesk-support
attio
hubspot
intercom
raisely
salesforce-connector
stripe
xero
facebook-ads
google-ads
ga4
gsc
campaign-monitor
customerio
instagram-business
linkedin-ad-analytics
mailchimp
snapchat-ads
tiktok-ads
twitter-ads
airtable
google_sheets
mysql
postgres
quickbooks
shopify
woocommerce
amplitude
asana
eventbrite
freshdesk
github
jira
klaviyo
mixpanel
notion
segment
trello
zendesk-support

Your Genesys data gets even more powerful when combined with other tools:

Genesys
Salesforce

Genesys + Salesforce

Connect Genesys conversation details with Salesforce account and opportunity data to see how contact center interactions affect deal velocity, customer satisfaction, and account retention across your sales pipeline.

Genesys
Zendesk Support

Genesys + Zendesk Support

Connect Genesys agent activity with Zendesk ticket data to track how call volume affects support response times, which interaction types generate the most tickets, and how first call resolution impacts overall customer satisfaction.

Genesys
HubSpot

Genesys + HubSpot

Connect Genesys survey responses with HubSpot contact and deal records to analyze how NPS scores correlate with customer lifetime value, which service interactions drive renewals, and how agent performance affects revenue retention.

Benefits of Filament's Genesys Integration

Ask in plain English

Start with a question like 'How did MRR trend last year?' and you'll get an instant dashboard from across your apps. No configuration, no code.

chatMRR

No setup

Filament is like Looker Studio or PowerBI, but it will set itself up. It understands your data, and automatically connects the dots.

easy setup

Gets smarter over time

Filament remembers your context and preferences, so you spend less time explaining and answers that align with your goals.

memories

How it works

Step 1: Connect your Genesys account

Connect your Genesys account to Filament and get instant access to your data. No technical setup required.

Step 2: Ask questions about your Genesys data

Start asking questions like "Which campaigns drive the most qualified leads?"

Step 3: Build Genesys dashboards in minutes

Get tailored insights instantly and share them with your team.

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Better business decisions with AI Analytics

How to get more from your data

Most teams only scratch the surface of what's possible with their data. Reports get buried in dashboards, exports pile up in spreadsheets, and critical insights never reach decision-makers. Filament changes that.

With Filament, your data is analyzed by an AI data analyst that understands plain English. Instead of struggling with complex BI tools or waiting for reports, you can instantly ask questions about revenue, marketing performance, customer engagement, or retention, and get clear answers in seconds.

Because Filament connects data across marketing, product, CRM, and finance systems, it helps you answer the bigger questions that traditional dashboards can't:

  • Which campaigns and channels actually drive revenue growth?
  • How does user engagement translate into pipeline or sales performance?
  • Where are we losing efficiency between acquisition, retention, and finance?

By combining AI-powered reporting, conversational dashboards, and cross-platform integration, Filament helps you move beyond surface-level metrics and uncover the insights that drive smarter, faster business decisions.

Enterprise-grade security

Complete data isolation, data encryption at rest and in-transit, and secure, accredited cloud providers keep your organisation's data protected. We never use your data for AI training or share it with third parties.

Learn more about security

Genesys integration FAQ

Everything you need to know about connecting Genesys with Filament and getting the most out of your data.