SDK Tool what can it do?

[Tony Tillyer]

I've a request from the business to create a thinclient (web interface or similar) to show various call and interaction statistics, including items from 2 Genesys Solutions: CCPulse/CCA *and* WfM. I know little about SDK but I am guessing this is the tool to be able to pull together these stats on the same "page". The intent is to have a drilldown on various Objects/Granularity (Agent, Agent Group, Queue, Skill, etc.), Statistics (Calls Answered, Total Talk Time, Total ACW, Adherence, etc.) and Frequencies (15min, 30min, 1hour, 1 day etc.).

Has this been done already in SDK? Any ideas?

Thanks,

Tony

[Tony Tillyer]

I have read up on the Statistics SDK Tool on the Genesys Support web portal and it appears to cover the bases. Has anyone deployed this, via it's assoicated web services? Any views as to functionality?

Thanks!

Tony

[Vic]

Hi, Tony,

I have not used Web Services, but SDK is pretty good. I think Genesys actually put a lot of thought into it. I would really recommend it to everyone who is interested in programming. It sure beats customizing CCP! I mean, you can create specific tools for your own need, like customized GUI which allows you to import agents from an excel list and assign it to different Place Groups in a bit more humane and intelligible way than offered by Configuration Manager.

SDK is rather pricey, so it might not be suited for smaller business.

As for Web Services, it will be hard to use the ones at Genesys, because you need to connect to internet for that...Not a good idea, at least considering how much valuable stuff you have.

[Tony Tillyer]

Thanks Vic we have a lot of real ime stuff to gather together (not just call volumes) so it might be worthwhile asking Genesys for a demo.

Tony