Reporting

[HS]

Currently looking at the Genesys product. My main focus is reporting as it compares to the Avaya centrevu system. Can anyone give high level comparison overview? Relationship to Skill reporting, Agent reporting, and VDN reporting? Any insight as to HOW the data pegs? meaning once the call completes, or is it as the Agent changes states? Can AUX states be broken out? Can you tell if the agent is in an outbound call while in an AUX state? Where would the time capture? How does the ACW time peg is it "associated" with the ACD call or does it peg ALL time the agent is in ACW?

[Vic]

Hi, I did not see your messages until now, sorry!
Genesys offers real ime and historical time for skill reporting, agent reporting and VDN/Routing poinqueue reporting.

Genesys skill eporting still needs to be developed , because it is very hard to monitor statistics per skillgroup. Genesys offers virtual agent group as a way to see statistics for a group of agents with the same skill, but unfortunately, CCP would not show the agents in such a group so you can only see a total resault and cannot tell who is in that group or what is the statistic of that agent. You can fix this problem by creating agent groups based on agent skills, and get all the info you would usually get from CentreVu plus more, but the duplicity is a really painstaking process, requiring hours and hours of wasteful management.

VDN and Agent reporting is excellent. CentreVu does not even come close. The stats can be presented in real time (on change, 5 sec interval, one minute... In other words, you decide how often it is updated) and the graphical representation of the stats is simply unmatched by CentreVu.

You can see the agent state and type of call he is making in both historical and real ime. You can use filters to to focus on a particular state statistic or just see the whole one.

ACW pegging unfortunately, by default, is per agent state and not per call. Perhaps, I do not fully understand the question, because I think ACW happens only once after the calls ends... If you are asking if we can break up ACW stats per call, then yes this is possible, but I would feel more comfortable with doing it via Genesys CCon then CCA.

Can you please clarify the question and I will try to answer as thoroughly as I can.

Vic

[Joe]

Call counts OR reporting in general will not agree between CentreVu and Genesys They will never agree. My suggestion is not to attempt to reconcile reports between dissimilar products.

However with that said, there are a couple of things that should be kept in mind when comparing reports between dissimilar products.

1. Every vendor out there has different definitions of the same statistics. Example: Genesys and Avaya AHT may differ as each may include different call states as a part of their calculations.

2. It is also a very distinct possibility for a given reporting product to not be able to count a call state OR statistic correctly.

3. As well, it is very common for a single vendor to have different numbers between two different products, due to items 1 and 2 above.

....yes AUX states can be broken out.