lakshmikanth - Lakshmikanth Balasundaram (Page 2)

Scheduled Tasks - Result Codes

List of windows scheduled task result codes below * 0 or 0x0: The operation completed successfully. * 1 or 0x1: Incorrect function called or unknown function called. * 2 or 0x2: File not found. * 10 or 0xa: The environment is incorrect. * 0x41300: Task is ready to run at its next scheduled time. * 0x41301:

Auto follow-up process

Genesys Customer Care - Auto follow-up

Recently, Genesys re-designed their auto follow-up process for customer care tickets. As per new process, follow-up process is triggered whenever Genesys proposes a solution or requests information for an open case as below * First follow-up – After 2 business days without response * Second follow-up – After 5 business days without response * After

Customer Experience

Report Abandoned calls in Routing Strategy

Last month, I attended workshop from Genesys and BT and found an interesting trend. One of the customer shared that they were able to customer satisfaction and revenue by tracking and linking customer journey through multiple channels. For example, if customer selected products online for purchase and initiates call, they

Customer Experience

Report Abandoned calls in Routing Strategy

Last month, I attended workshop from Genesys and BT and found an interesting trend. One of the customer shared that they were able to customer satisfaction and revenue by tracking and linking customer journey through multiple channels. For example, if customer selected products online for purchase and initiates call, they

Season Greetings 2014

I wish you the best of holiday seasons and wonderful healthy, happy and successful new year 2015. [https://www.lakshmikanth.com/content/images/wordpress/2014/12/merry-christmas-happy-new-year.jpg]

SQL Server

MSSQL Server 2008 - Reset sa password

In this week, we were implementing PoC environment for voice analytics solution and received VMware image from vendor. After hosting image in our environment, which obviously required server name, IP address and domain changes, they were unable to login into SQL Server 2008 database. We need to do ‘sa’ password

User Interface

User experience

Currently,Customer Experience [http://en.wikipedia.org/wiki/Customer_experience] (abbreviated as CX) is the buzz word in the industry. In my opinion before embarking customer experience journey, companies should focus on improving user experience of their IT systems. What is user experience? -------------------------------------------------------------------------------- User experience (UX) is simply how

CCPulse

Genesys CCPulse - Show User Data

In my recent posts, I talked about Genesys CCPulse and its powerful feature ( here [https://www.lakshmikanth.com/most-powerful-and-less-popular-feature-in-ccpulse/], here [https://www.lakshmikanth.com/genesys-ccpulse-logged-in/]and here [https://www.lakshmikanth.com/genesys-ccpulse-access-skill-details-securely/]). Continuing the series, I try to answer one of the most wanted feature in CCPulse. “Is it possible

CCPulse

Genesys CCPulse - access skill details securely

In my post about Genesys CCPulse’s powerful and least used feature [https://www.lakshmikanth.com/most-powerful-and-less-popular-feature-in-ccpulse/], I showed example of using JScript language to retrieve skill details from Configuration database. One of the reader Robert left me comment about accessing skill details securely as database script will expose configuration

Inspiration

Inspiration - Steve Jobs commencement speech in Stanford

One of the best inspirational speech by Steve Jobs. As always, simple stories – huge impact. Thank you. RIP.

Genesys

Genesys - How to customize log events?

In this post, we will see how to customise log events in Genesys environment. For more information about log events customization, refer my last post here [https://www.lakshmikanth.com/genesys-customize-log-events/] For this, we will consider URS log event 15-20003 as below [https://www.lakshmikanth.com/content/images/wordpress/2014/

Genesys

Genesys - How to customize log events?

In this post, we will see how to customise log events in Genesys environment. For more information about log events customization, refer my last post here [https://www.lakshmikanth.com/genesys-customize-log-events/] For this, we will consider URS log event 15-20003 as below [https://www.lakshmikanth.com/content/images/wordpress/2014/

Best Practices

Genesys - Customize log events

Do you know that log events can be customized from version 7.6 in Genesys? Wait, what is this ‘log event customization’? Simple. Genesys allows you to define log level for each log message and you can customize it per application. Oh … but why do I need to customize log

CCPulse

Genesys CCPulse - How to show when agent logged in?

Few months ago, I wrote an post about Genesys CCPulse powerful feature (Read here [https://www.lakshmikanth.com/most-powerful-and-less-popular-feature-in-ccpulse/]) and explained how JScript language can be used to show various other details within CCPulse. Last week, I had requirement from contact center supervisor to view agent’s login time i.

Cloud

Cloud Computing Questions for your vendor

Cloud computing is hot topic and many vendors are aggressively selling it to the customer so much so that some of them are selling hosted solution as cloud solution. Refer Cloud Computing – What is it? [https://www.lakshmikanth.com/cloud-computing/] to understand difference between hosted and cloud solution. If your

.net compatability

'system.core version=2.0.5' could not load issue

For one of our customers, we need to develop feed from Genesys Infomart for MI reporting and hence, we developed tool for this functionality. While this worked perfectly fine on development machine & testing environment, it failed with error ‘Could not load file or assembly ‘system.core , Version=2.0.

Archiver

Log archiver tool - Zipper - New features

Last year, I wrote Zipper [https://www.lakshmikanth.com/zipper-log-archiver-tool/], a log archiver utility tool to save log files in compressed format (zip). Thanks for all your feedback comments and suggestions for more features. I picked two common requests from the list, which was as below * Scheduling functionality * Use 7z

Genesys

Genesys Infomart Reporting - Get ConnID from GIM database

Recently, I answered question about ‘Conn Id in Infomart?’ [http://www.sggu.com/smf/index.php/topic,8465.0.html]in SGGU(www.sggu.com) forum and referred to the link ‘Link ConnId In Infomart’. [https://www.lakshmikanth.com/how-to-get-connid-from-infomart-database/] However, requester want to retrieve Conn ID directly from Genesys

Aspect

Genesys GPlus - Aspect eWFM Simulator

In my current project, I am working on integrating Genesys G+ Adapter with Aspect eWFM (Workforce Management solution). We completed internal testing and wrote blog about configuring alarms for GPlus Adapter here ( how-to-configure-alarm-conditions-for-gplus-adapter? [http://lakshmikanth.azurewebsites.net/how-to-configure-alarm-conditions-for-gplus-adapter/] ) To verify configuration and successful integration, I realized that I need to

Genesys

Genesys GPlus - How to configure alarm conditions for GPlus Adapter?

GPlus Adapter for Aspect eWFM supports alarm codes for major errors, so that it can be monitored on SCI or Genesys Administrator. For this feature to work correctly, alarm codes must match up with log event id defined in the alarm condition. In my environment, I configured GPlus Adapter to

Permission Error

WMI 'Access Denied ' on remote computer

In my current project, I would like to monitor windows 2008 servers remotely and planned to use WMI. While my code worked locally, I got ‘Access Denied’ error while trying to access Windows 2008 servers. Although, I enabled DCOM remote activation, I still received error and close to pulling my

Composer

Debugging VoiceXML applications using Composer

Do you know that you can debug voicexml applications using Genesys composer? Composer debugger is integrated with GVP to make test calls, trace calls and debug applications. Setup your debug session -------------------------------------------------------------------------------- First you need to setup GVP debugger and then launch configuration. Please follow the steps below to setup

CCPulse

CCPulse - Very powerful but less popular feature

Do you know that you can use JScript language to build custom statistics in Genesys CCPulse application? In my opinion, this is very powerful feature in CCPulse, allowing to customise basic statistics, integrate with external applications/databases and thus, allowing you to build your own performance management solution. Instead of

Genesys

Virtual Queues and Clear Target Option

In this post, we will see what clear target option is and how it impacts call routing and reporting. What is Clear target? Clear target sets whether the targets are retained after the interaction moves on through the strategy and encounters other selection objects. If ‘Clear Target’ is not selected,

Genesys

How Virtual Queue works?

What is Virtual Queue? -------------------------------------------------------------------------------- Virtual Queue is a logical queue where an interaction is queued if the target is not available. Virtual queues can be associated with any target type like agent, agent groups, place and place groups and commonly used for reporting purpose. Events on virtual queues are