What the reporting module shows about your contact options, and what Google Analytics adds

The reporting module is a set of ready-made reports in the TrueEngage panel. It needs no analytics infrastructure on the customer side and answers one question: what do the contact options on the site actually produce. This post lists the views it contains, then explains what the Google Analytics integration adds for teams that already live in GA4.

What is in the reporting module?

• Journeys per campaign or budget: which traffic produced which interactions.
• Usage per page: where on the site visitors open the widget and which channel they choose.
• Channel preferences over time: the shift between chat, voice, video and callback.
• The widget funnel: open, channel selection, initiation.
• Wrap-up codes per channel, read from Genesys Cloud, so an outcome can be tied to the page and channel it came from.
• Capacity and seasonality: interactions by hour, day and week, for staffing and schedule groups.

The module observes; it does not change anything in Genesys Cloud. Routing, thresholds and schedules stay where they are configured.

What does the Google Analytics integration add?

The integration is an add-on. It sends widget events into the Google Tag Manager data layer through an importable container: widget prepared, button shown, heads-up shown, engagement opened, channel opened, channel initiated, each with widget, channel and confirmed dimensions. The site team sees the widget in the same reports as the rest of the page.

It also sends offline events from Genesys Cloud through the Measurement Protocol: whether the connection was established, and the agent's wrap-up code, for chat, call, callback, scheduled callback, video and scheduled video. That is the part a tag on the page cannot see on its own. Setting it up means creating three custom dimensions and ten custom metrics in GA4.

Which one should a team start with?

The reporting module, because it is there after the install and needs nothing else. Add the Google Analytics integration when the marketing team needs the widget inside its own attribution, or when contact-centre outcomes should land next to conversions.

Questions people ask

Does the reporting module replace Genesys Cloud reporting?

No. Interactions are reported natively in Genesys Cloud. The module adds the website side: pages, campaigns, the funnel before an interaction exists.

Can offline events be sent to Adobe instead of Google?

Yes. An Adobe Experience Platform integration sends widget events through the Adobe Web SDK and contact-centre outcomes server to server, on the same ECID, and lets Adobe Target decide which widget and engagement text to show. It is configured per customer.

Where do satisfaction surveys report?

Surveys built in the TrueEngage panel sync to Genesys Quality Surveys, so results attach to the interaction and appear in native evaluations and reporting.