Dear Genesys Users,
Genesys has a history of offering a very flexible call center solution and are very good at listening to their customers. Many of us, despite using Genesys on a daily basis, have no way to tell Genesys of our needs and problems with the software, unless we go through the vendors and it usually costs time and money. From time to time, based on the submissions to the board, we will launch a poll on a particular technical issue to see if we have enough user demand to have Genesys consider our request.
This will allow us to determine the current problems with Genesys software based on the experiences of other users like us, offer a new way for Genesys to be aware of these issues by submitting them the result of our polls, as well as have other users who were able to resolve these problems submit their suggestions and experiences.
Now, that we are finished with the poll explanation, on to the poll itself.
[b]Problem Description[/b]
Judging from the current submissions, several users are having a problem with the way DataSourcer queries statstics from StatServer. Every fifteen minutes, datasourcer sends statistics request to the statserver for every object in every active template. In a medium to large scale call centers, this can result in over 300,000 requests being issued at once. This makes even a very powerful machine running a StatServer grind to a screeching halt, requiring an unnecessary investment into a purchasing a powerful machine just to handle this peak and making it hard to use the same machine for anything else. In some cases, users are forced to use multiple StatServers to distribute the load or reduce the number of statistics available to them.
[b]Suggestion[/b]
Since the requested statistics are are for 15-minute period ending at a particular time interval, there is no need to have DataSourcer query all the statistics at the same time, but instead spread it over a period of time to make a better use of machine resources.
For example, DataSourcer needs to get the statistics for timeframe 21:00 to 21:15. Presently, over 300,000 requests for these statistics is generated at around 21:15:30 and are issued at once. In reality, there is no harm in getting the same statistics for 21:00 to 21:15 timeframe at 21:15:30, 21:16:00 or any other time before 21:30:00. Therefore, Genesys should consider adding an option that would evenly distribute the requests over the TimeProfile for the particular CCA Template.
Some of the advantages are:
1. ability to consolidate number of statservers used by DataSourcer and reduce the number of statserver license required
2. increase cost performance for every machine by improving the use of its resources and running more applications per machine
3. reduced electricity usage and maintenance
4. elimination of the practice of deleting the least used stats and templates to improve response time
Poll