Genesys - Lakshmikanth Balasundaram (Page 2)

Lakshmikanth Balasundaram

Sign in Subscribe

Genesys

A collection of 31 posts

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,

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

Link ‘ConnID’ with Interaction Id in Infomart

In Genesys environment, most of us are still used to track call information using Connection Id (ConnID). However, Genesys Infomart (GIM), core subject areas are linked with interaction id and this post will help you to get interaction id using connid or vice versa. To get interaction id using conn

Genesys Pulse - CCPulse Lite - Bespoke version

In my previous project, customer would like to have thin client application – minimized version of CCPulse – for agents and supervisors to view current queue status and agent state. This was required to minimize queue time especially while doing internal transfers and improve customer experience.Using dashboard application, agent can view

Genesys - Deleting Log records from log database

As we all know, Genesys applications can be configured to store log records in database. Unfortunately, there is no automatic maintenance option and have to purge data either manually or schedule script for this. Delete logs manually -------------------------------------------------------------------------------- You can use ‘Log Database Maintenance Wizard’ from Genesys SCI to maintain

OCS Call Result – Enumeration Values

Call ResultEnumeration Description Abandoned 21 Agent CallBack Error 47 All Trunks Busy 10 Answer 33 Answering Machine Detected 9 Bridged 31 Busy 6 Call Drop Error 42 Cancel Record 52 Cleared 19 Conferenced 2 Consult 24 Converse-On 30 Covered 29 Deafened 49 Dial Error 41 Do Not Call 51 Dropped