What is Genesys?
Genesys is a company and solution designed for customer experience and call center technology. It provides advanced enterprise routing, queue, call and agent VoIP features.
The ServicePilot Genesys package collects information from Genesys servers using a Genesys Universal SDK/Platform SDK Suite (Statistics Platform SDK) Wallboard Connector API.
This package configures the ServicePilot Manager to collect statistics from a Genesys system. The statistics gathered in this way include more than 30 indicators for:
Queueutilization (received incoming calls, distributed calls, maximum waiting time...)
Queueutilization (distributed calls, abandoned calls...)
Routing Pointutilization (answered calls, calls waiting, average waiting time...)
Agentutilization (logged Agents, available agents, unavailable agents...)