Turn contact center data into decisions your teams can actually use.
DCX helps organizations define the right KPIs, map contact center data correctly, build trustworthy reporting, and connect platform analytics to Power BI, Tableau, CRM, survey, workforce, and business data.
Reporting that starts with the business question
A dashboard is only useful when the metric definition, source data, filters, aggregation logic, and operational interpretation all agree. We help connect those pieces.
What we help measure
DCX can support standard contact center KPIs, custom operational metrics, self-service performance, survey reporting, workforce data, and business outcomes that sit outside the contact center platform.
Analytics & reporting services
From KPI definition through data modeling and dashboard delivery, we can support a focused reporting problem or a broader analytics modernization effort.
KPI Definition & Governance
Define the metric, population, interval, filters, denominator, exceptions, and ownership so everyone is measuring the same thing.
Platform Analytics
Work with native contact center analytics, conversation detail, aggregate metrics, queue performance, survey data, workforce data, and operational reports.
Power BI & Tableau
Map platform data into downstream BI tools, define data transformations, align visuals to operational questions, and improve trust in reporting.
Data Integration
Combine contact center data with CRM, campaign, fundraising, customer, survey, or other business data where the operational answer requires more than one system.
Bot & Self-Service Measurement
Measure containment, agent escalation, self-service success, no-match, no-input, data-action failures, timeouts, and other milestone-based journey events.
Reporting Documentation
Document metric definitions, source properties, API fields, transformations, business rules, dashboard ownership, and troubleshooting notes for long-term supportability.
From platform data to operational insight
A reliable reporting model connects source data, metric logic, business context, and the dashboard layer instead of treating reporting as a collection of disconnected visuals.
Reporting capabilities we can support
The exact data source and implementation pattern depends on the platform, but the same core disciplines apply across analytics programs.
How we approach analytics delivery
We start with the question the business is trying to answer, then work backward into definitions, data sources, transformations, validation, and the final reporting experience.
Define
Confirm the business questions, KPI definitions, audiences, reporting cadence, filters, and success criteria.
Map
Identify source properties, APIs, attributes, milestones, survey data, workforce data, and business-system dependencies.
Build & Validate
Develop the data model and dashboards, compare outputs to source data, test edge cases, and document metric logic.
Operationalize
Train users, establish ownership, refine dashboards, troubleshoot discrepancies, and evolve reporting as the operation changes.
Real-world analytics work
DCX supports analytics as part of broader contact center operations, platform optimization, integrations, and customer experience programs.
The AES Corporation
DCX supports reporting and analytics for AES customer care operations, including contact center KPI design, analytics mapping, Power BI integration, operational reporting, bot measurement, customer survey analytics, and custom Genesys Cloud data work supporting routing and workflow requirements.
Analytics works best when it connects to the rest of the environment
Reporting often depends on routing design, integrations, automation, surveys, workforce processes, and the quality of the underlying contact center configuration.
Need reporting you can trust?
Tell us what your teams are trying to measure, where the data lives today, and where the current reporting is falling short. DCX can help define the metrics, map the data, and build a reporting approach that is supportable and useful in day-to-day operations.