Genesys - Lakshmikanth Balasundaram

Genesys Interaction Workspace - Enable debug log

How to enable logging in interaction workspace? -------------------------------------------------------------------------------- In Genesys interaction workspace, logging is disabled by default for security purpose. You can enable logging by setting option ‘security.enable-debug-information’ to ‘true’ How to access interaction workspace logs? -------------------------------------------------------------------------------- To access log folder, follow the steps below * From the menu bar,

Genesys

Genesys URS report_targets : Why is it useful but should not use it?

In some cases, we want to understand the routing decision by URS, especially if an interaction is queued for multiple targets like agent groups. In this post, you will learn about ‘report_targets’ option, how it works and recommended way to use it in production environment. From version 7.x

Genesys

Exporting a Genesys Routing Strategy

Export Genesys Routing Strategy as Package -------------------------------------------------------------------------------- * In the Strategies List, select the name of the strategy that you want to export. * Select Export To File from the File menu or press CTRL+E. * The Export of strategy <strategy name> dialog box opens. * Navigate to the folder in

Automation

Automaton - IT Process Automation

What is Automaton? -------------------------------------------------------------------------------- Automaton is simple, light-weight application to automate IT processes. Using this application, you can automate many processes – Directory & File Operations, Database, Genesys Health Check, Genesys Campaign Management, Genesys List Management, FTP, FTPS, SFTP, Email & SMS notifications and many more. Brief History -------------------------------------------------------------------------------

Automation

Automaton - IT Process Automation

What is Automaton? -------------------------------------------------------------------------------- Automaton is simple, light-weight application to automate IT processes. Using this application, you can automate many processes – Directory & File Operations, Database, Genesys Health Check, Genesys Campaign Management, Genesys List Management, FTP, FTPS, SFTP, Email & SMS notifications and many more. Brief History -------------------------------------------------------------------------------

Genesys

Genesys : How EWT - Estimate Wait Time is calculated?

As we all know, agent can handle calls from multiple queues in Genesys and is tricky to find EWT (Estimate Wait Time) for call during routing. I find that Genesys algorithm to be smart and most appropriate. How it is calculated? -------------------------------------------------------------------------------- Please find the details below (from Stat Server

CCPulse

Genesys CCPulse - Display UserData using Custom Stat and Filters

Previously, I wrote post about displaying user data in CCPulse using custom solution [https://www.lakshmikanth.com/genesys-ccpulse-show-user-data/] and user ‘Moshe Lezerovitz [https://disqus.com/by/moshelezerovitz/]‘ enquired about displaying user data using CCPulse application only. I found two options to display user data in CCPulse Option 1: Display User

Abandoned

Genesys CCPulse : How to display abandoned calls for Agent Group?

In our application, we want to find out how calls are reported and handled if the calls are abandoned at agent i.e.) customer disconnects call while it is ringing at agent station. It is not available at ‘out of box’ definitions but fortunately easy to implement it. Configure Abandoned

Abandoned

Genesys CCPulse : How to display abandoned calls for Agent Group?

In our application, we want to find out how calls are reported and handled if the calls are abandoned at agent i.e.) customer disconnects call while it is ringing at agent station. It is not available at ‘out of box’ definitions but fortunately easy to implement it. Configure Abandoned

Capacity Rule

Configure agent to handle multiple interactions - Capacity Rule

Capacity Rule – What it is? -------------------------------------------------------------------------------- If you have worked in Genesys multimedia environment, you know about this already. For others, Capacity rule defines work load capability for agents. For example, you can configure agent to handle 2 emails and 1 voice. Where is it located? -------------------------------------------------------------------------------- From version 8.

GAX

Genesys Administrator Extension (GAX) - Change Date Format

In past few week, I received multiple requests to change date format in Genesys Administrator Extension (GAX). What is GAX? -------------------------------------------------------------------------------- Genesys Administrator Extension (GAX) is an application that provides admin capabilities in an easy to use format and support plug-in resources like Pulse reporting etc. In effect, > GAX

CCPulse

CCPulse - Contrasting Color Functionality

CCPulse – Contrasting Color -------------------------------------------------------------------------------- One of our blog subscriber Ted Lizotte asked this question We have a window that used to look like this: [https://www.lakshmikanth.com/content/images/wordpress/2015/06/CCPulse-Previous.png] And since our CCPulse upgrade to 8.1.000.19 looks like this: [https://www.

Genesys

Handling the leap second

Leap Second – What is it? -------------------------------------------------------------------------------- From wiki > A leap second is a one-second [https://en.wikipedia.org/wiki/Second] adjustment that is occasionally applied to Coordinated Universal Time [https://en.wikipedia.org/wiki/Coordinated_Universal_Time] (UTC) in order to keep its time of day close to the

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

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

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.

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

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