Poll

What's your biggest challenge or frustration with the Genesys platform?

Stability
0 (0%)
Config Maintenance
0 (0%)
Change Management
0 (0%)
Troubleshooting Complexity
3 (33.3%)
Reporting
3 (33.3%)
Other
3 (33.3%)

Total Members Voted: 9

Voting closed: June 19, 2018, 03:48:28 AM

Author Topic: What's your biggest challenge or frustration with the Genesys platform?  (Read 633 times)

Offline fulcrum

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I'm interested in helping develop solutions for the biggest problems we face as Genesys users.
What's yours?

Offline Janis

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Too many third party components, gaps in documentation.

Offline fulcrum

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Thanks Janis!

Offline Noufal

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No proper documentation

Offline cavagnaro

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I must agree that even documentation is good, it has its problems, like missing parameters, missing documentation for new products (launch it, they will come...yeah right...) and will have issues at installation and support, wrong code snipets, etc. etc.


Offline fulcrum

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Thank much, keep 'em coming please! I'd like to get at least 50-100 data points on the poll if possible.

Online Kubig

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Documentation is general issue/topic for all software oriented companies I guess. I agree that sometime the documentation is not quite clear and you have to search for particular information across entire product documentation, so it is more like empirical research than basic searching for "words".

From my point of view, Genesys as an environment is mainly made up/formed by the people who do that.
Genesys certified professional consultant (GVP, SIP, GIR and Troubleshooting)

Offline Jones

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Documentation (often spread across the entire platform, difficult to find, no clear examples)
Reporting (Infomart lacking templates for instance, Pulse not having enough possibility for customizing)
Search (not being able to filter your interaction search in WDE)
« Last Edit: June 14, 2018, 09:07:41 PM by Jones »

Online Kubig

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Quote
Search (not being able to filter your interaction search in WDE)
What's problem do you have with searching? It is working properly (except sorting  :) )
Genesys certified professional consultant (GVP, SIP, GIR and Troubleshooting)

Offline n3vek7

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I agree with the documentations part (missing options, not clear for some architecture, etc.).
Especially when it comes to third party docs... damn that's a black box except for some options (I won't name a few GPlus Adapter here)
Other than that, I'd say the maintenance part...

Offline zwerg82

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I would add GAX.
CME was easy and self-explaining, GA was ok but GAX is still missing to many functionalities, so there are at least 2 Admin Tools in use.
Rumours are even spread that Genesys is working on a GAX replacement.
Maybe .Net and no longer Java :-)

GAX is consuming way to much resources, especially in combination with Pulse.


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Offline Jones

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Re: What's your biggest challenge or frustration with the Genesys platform?
« Reply #11 on: August 09, 2018, 12:43:37 PM »
Quote
Search (not being able to filter your interaction search in WDE)
What's problem do you have with searching? It is working properly (except sorting  :) )

That is what I meant by filter. I can search but that's it, no filter or sorting possibility which makes it hard to use properly.
Filtering/sorting your search is a super basic functionality and I don't understand why its not in there.

Offline Jones

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Re: What's your biggest challenge or frustration with the Genesys platform?
« Reply #12 on: August 09, 2018, 12:52:33 PM »
Another annoyance is not being able to skill/unskill agents in a fast way.
Dropdown menu would make life easier instead of searching, selecting, open agent or skill, change and save per skill or per agent.

I would like:
- Search per skill, show all that have that skill, have a dropdown behind each user with a (0-100) value, change all in 1 go. Save. Done.
- Search per Agent Group, show all users in that Group, dropdown menu with all skills that the user has available to them with status and value. Change from there.
« Last Edit: August 09, 2018, 12:54:15 PM by Jones »

Offline Fra

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Re: What's your biggest challenge or frustration with the Genesys platform?
« Reply #13 on: August 09, 2018, 06:19:38 PM »
  • Cross-validation of application option values (let's not even mention when you create your own world of custom options dispersed among a number of List Objects..).
  • Access rights management: implementation, tuning, but especially review and re-certification.
  • Lack of predefined Infomart report templates.
  • Poor monitoring capabilities (no correlation between alarms, no ability to set criteria upon which alarms are raised, incoherent approach across solutions etc)