Genesys call center supervision

Complete monitoring of Genesys multi-channel solutions

INFRASTRUCTURE AND APPLICATION MONITORING

ServicePilot monitors the availability and performance of each part of the Genesys Configuration Server in terms of resource status (Host, Application Servers and Solutions) and application statistics (MCP, CCP and PSTN-C) via SNMP collection.


INFRASTRUCTURE AND APPLICATION MONITORING

LOG AND EVENT ANALYSIS

Collect logs provided by the URS omni channel routing engine to analyze call patterns and routing. Create alerts based on the content of the logs or based on data from any monitored resource.


LOG AND EVENT ANALYSIS

UNIFICATION AND CORRELATION OF DATA

Centralize the different data sources in a dashboard or PDF report to facilitate correlation and estimate the performance of the Genesys Contact Center.


UNIFICATION AND CORRELATION OF DATA
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ServicePilot monitors our Alcatel-Lucent Unified Communications environment and collects Genesys business metrics, allowing us, for example, to correlate trunk saturations that affect contact center performance.

Analysis of Genesys statistics with ServicePilot

AGENTS

The indicators collected correspond to the number of resources: Logged, Available,...

VQFLUX

Number of calls in progress: Qualification and waiting, Maximum time, Average time...

VQMOTIF

Number of calls over the day: received, processed, reception rate, redirected, deterred (EWT, MWT, total)...

ROUTING POINT

Number of calls over the day: received, outgoing, abandoned, total and average time on GVP,..

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