Dear all,
from time to time we introduce interesting products and/or services to our members. Genesys is only as good as people who are using it, and the tools they rely to use it. We would like to hear more from you regarding what other products and services you would like to hear about.
Genesys CTI User Forum Administration Team
GENESYS LICENSE AUDITING SERVICE (LAS)
Have you ever been tasked with doing something in Genesys that could save your company money? Or maybe applying something which can tighten up operations? Having the ability to review and audit your Agent- and Seat- use in real-time using the License Auditing Service (LAS) gives you insights not currently provided within the Genesys toolset. Accounting for your Agent- and Seat- licenses using a "point in time" method has many different uses;
REVIEWING YOUR LICENSE HOLDINGS
From time to time companies need to review their license holdings. Whether it is because of upsizing, downsizing or a regular/annual review, LAS is a customized Service which allows you to review current technical and commercial licensing models - at Seat level.
REVIEWING, REMOVING OR RE-ALLOCATING AGENTS/SEATS
Over time, it is possible that your business process of Agent removal has not always taken place. Seat- and Agent-level reviews gives you the insight to be able to determine which Seats/Agents/Positions are no longer in use - allowing you to review, update, remove or re-allocate them within your organization.
AGENT ACTIVITY MONITORING
Where it is legal (some countries do not allow monitoring of individual, named staff) it is possible to monitor Agents logging on and logging off, coupled with a timestamp. This is particularly useful in support of process monitoring, where individual Agent details are available for scrutiny.
EXTENDED USES
With information available regarding the (ACD) usage, it is possible to determine which "ports" are in use - and those which are not. For businesses who use third-parties to maintain ACD's based on port use, the LAS provides a low-level of detail for re-allocation or discussions regarding ACD port use.
RE-USEABLE ARCHITECTURE = RAPID DEPLOYMENT
The techniques used to deploy the LAS are based on the Genesys Solution architecture and not external party tools. This means the deployment of the LAS is based on applications and processes already available on your Genesys Platform. That means a rapid deployment is possible, through re-use of components, commonly deployed throughout the Genesys Framework.
FACTS - NOT STATISTICS!
The LAS end product is a locally-available Agent-/Seat-level results Table which can be exposed to your BI/MI Data Warehouse – and used as the basis for Genesys License Auditing, ACD port license auditing, Agent auditing - or even staff monitoring (where this is legal)...
For more information, please contact EXODUS directly:
contactus@exodussoft.eu
