Call Concentrator

[Ralph]

Does anybody used Call Concentrator? What does it allow?

[Vic]

Call Concentrator writes information about what happened to the call after it enters your call center into a database.

So, if you call would enter call center, go to IVR then to queue 1 then to queue2 then to a satellite PBX where it would be answered by the agent, you would be able to trace all of those steps later by looking through the database.

It also writes the stats for that call, such as how long it waited in a particular queue, how long did it stay at the call center, was it abandoned or did it connect to the agent and so on.

Usually, people would use it to analyze a callflow at their callcenter or to resolve a claim. But you would need to REALLY look into the data, because information is written on percall basis, requiring you to do all the math, if you want to see a bigger picture.

CCA is "the bigger" picture, where it would give you overall stats, but then it does not let you track info on percall basis...

To summarize, if a call was a tree then CCon is like seeing a tree in a forest and CCA is like seeing a forest without an ability to distinguish a tree.

[Ralph]

Vic,

[Ralph]

Vic,
I am already familiar with CCA but need a tree in a forest. Where (in the Genesys installation package) CCon can be found?

Ralph

[Ramesh Pitchumani]

Hi Ralph:

Major advantage of Call Concentrator is keeping track of "attached data" with the call.

It is a separate package and does not come with the standard reporting solution. Its an addon in release 6.1.

Hope this helps.

Thank you,
Ramesh.

[Ralph]

Does it mean that to use it we need to bay additionall software?

[Dave]

You are correct. Call Concentrator is an addon option requiring an additional purchase. It is also important to note that there are no standard reports out of the box with Call Concentrator - you'll have to build them separately. It's just a method of creating a data repository with details on every event coming through Genesys.

[Vic]

Ralph,

it is a separate product that you need to have Genesys give you.
It used to be in Reporting Suite in G5.1, but then Genesys said it will drop it in favor of CCA...Look at CCon release notes in G5.1 all of them are RESTRICTED RELEASES. Needless to say, no one was too happy about it, because CCA cannot do the same thing, plus it would not be able to use CCon data collected so far, so, they just kind of withdrew the idea and quietly continued to provide CCon.

It is really easy to install, and you will just need to get used to reading its data. They had a really nice tool in G5 to analyze the data, but since it is no longer supported, you would have to create your own reporting templates, or ask me, or other people to get them. Usually, people either develop templates themselves or have other companies to make it for them.