genesys VoIP monitoring

What is Genesys?

Genesys is a company specialized in VoIP and UC solutions. The company provides advanced enterprise routing, queue, call, and agent VoIP features, making it a leading player in the field of customer experience and call center technology.

Genesys solutions are designed to improve customer engagement, employee productivity, and business results. They offer a comprehensive suite of tools for voice, email, web chat, social media, and more, allowing businesses to manage all their customer interactions in one place.

Key features of Genesys solutions include:
Omnichannel Customer Engagement: Genesys solutions allow businesses to manage customer interactions across multiple channels, providing a consistent and seamless customer experience.
Advanced Routing: Genesys uses advanced routing algorithms to ensure that customer interactions are directed to the most appropriate agent or resource.
Real-Time Analytics: Genesys provides real-time analytics and reporting tools, allowing businesses to monitor and optimize their customer interactions and call center operations.

How to monitor Genesys?

ServicePilot makes it easy to monitor a Genesys server with minimal configuration required on the target server. Simply add a resource from the ServicePilot voip-genesys package to your monitoring environment and ServicePilot collects information from Genesys servers using a Genesys Universal SDK/Platform SDK Suite (Statistics Platform SDK) Wallboard Connector API.

The monitoring statistics gathered in this way include more than 30 indicators for:

• VQMotif: Queue utilization (received incoming calls, distributed calls, maximum waiting time...)
• VQFlux: Queue utilization (distributed calls, abandoned calls...)
• RoutingPoint: Routing Point utilization (answered calls, calls waiting, average waiting time...)
• VAG: Agent utilization (logged Agents, available agents, unavailable agents...)

How to install a genesys resource?

1. Use your ServicePilot OnPremise installation or a SaaS account.
2. Add a new genesys resource via the web interface (/prmviews or /prmresources) or via API (/prmpackages page), the default ServicePilot agent or another agent will be provisioned automatically.

Details of the genesys package are located in the /prmpackages page of the software.

Benefits

ServicePilot enables you to deliver IT services faster and more securely with automated discovery and advanced monitoring features.

By correlating the technology GENESYS with APM and infrastructure monitoring, ServicePilot is able to provide a more comprehensive view of an organization's IT environment.

This allows IT teams to quickly identify and diagnose issues that may be impacting application performance, and take corrective action before end-users are affected.

Start with a free trial of our SaaS solution. Explore our plans or contact us to find what works best for you.