Akiko,
sorry about a delayed reply, but I do not think you are right about adherence functionality in PrimeTime. You can use Pulse module to compare data gathered using ACD Utility with one forecasted, compare service level, ASA, AHT, staffing levels, and abandons.
One thing that I do not like is that you have to use ACD Utility to read text files imported by MAX or CMS. Needless to say, this adds a tremendous amount of load on the PBX, especially if you decide to do it near
ealtime.
I heard that there are some 3rd party tools that allow you to assemble CCon and CCA data from Genesys to import it near
ealtime to PT. With GPlus and its SLib, it won't be long before someone will develop an application which will query Stat Server directly about the queue stats and dump it to ACD Utility. Any volunteers? This approach would be probably the best(but expensive, since SLib costs quite a lot), since both virtual and normal queues can then be monitored, thus allowing PT to function in IRenabled environment.
With G6.1 and implementation of Workforce target into IR Strategy, I think Genesys pretty much guaranteed that no one would even think about trying to integrate PT with G6.1 and its Enterprise Routing. Well, I take it back after all, it still accesses DB, doesn't it?
(Hint, hint)
