Standard Operating Practices (SOP's)

[tony]

My apologies if I have brought up this subject before...  Not sure if I have but, anyway...

I've been around the Genesys technologies for a while, now and I've always had a chip on my shoulder in relation to the operation of Genesys Solutions.  Within the concepts, architecture, design, development, testing, implementation and support there are (pretty much) always a series of acceptable guidelines.  What I find lacking is an "SOP" for the Admin, Config and User base of the productionized system.  I'm wondering if I am alone in thinking this...?

I can fully appreciate that SI's and external companies have no requirement to determine how a business goes about it's day-to-day tasks of operating the Genesys Solutions - and it's probably justified, since it's the lifeblood of those types of companies to continue to provide "assistance" when things do go wrong.

But...

Has anyone ever compiled an [i]SOP [/i] for a Genesys Solution?  I don't mean an operating/user/deployment guide - I mean a list of working rules with parameters and such.  Something which you could relate to, under an SLA whereby the operating areas are responsible and accountable for the upkeep of the Framework.

Here's a few examples of what I mean;

1. Where there are 5000 staff in the company, CME should reflect no more than an acceptable variance (+/- 10%) in the number of Agents.
2. Where there are Skills in use across different Solutions (Routing, Reporting, WfM), the exact same Skills should be utilized, removing duplicity, where it is feasible to do so.

Anyone heard of such...?  Anyone think it's necessary...

Tony

[mark]

Yes, I agree it is necessary, very much so. Especially so where large companies have their own support departments, instead of an SI.

[size=8pt]Still at the company beginning with T I take it?[/size]

[tony]

Hey Mark - I don't mind who knows it...

Really though - it's one thing to have process all the way up to the delivery gate and then having very little control over what happens to it after it's released.... but then it falls over... again... and again.... and.... at the end of the day, it's IT trying to find a Solution to the problems faced by the Operations teams...

T

[mark]

Yep, trying to find ways to make something work better for process that could/should be improved itself.

Been there fella (both sides of the fence!)