Anyone out there use Genesys WFM?

[RGarcia87]

In January we had Genesys CTI installed along with its Workforce application, WFM. We are having trouble reconciling calls between CMS and Genesys stat server. Genesy stat server is counting more calls than our CMS. Genesys bases its call count on events from our switch, not a feed from CMS. It counts how many times the extension of the hunt (skill) group was dialed. The difference between BCMS and Genesys is even worse. Genesys engineers can't seem to pinpoint the problem and claim their system is counting the calls correctly. We created a test environment and was a able to reconcile calls.

Can anyone shed any light on this?

 

[Ronster]

Is the vector queueing to the skill in a loop?
Could it be that CMS is clever enough to know that only one call has been passed to a skill when multiple queueing steps have been encountered but Genesys just counts the calls to the hunt number?

Just a guess.

Ronster

 

[RGarcia87]

I've double checked the vectors to see if they were re-queueing in a loop. The only loop they go through is music and announcements. They never go back to the "queue to" step. Thanks for replying, though.

 

[2K]

I just installed Blue Pumpkin WFM and one of the hidden issues is that the historical and real time interfaces needed to be implemented by Avaya PSO, $11K.

2K

 

[tcomprojmgr]

Don't know if you ever came up with an answer to your question about the inconsistencies between CMS and Genesys Stat Server, but another thing to consider is how Genesys delivers calls. The calls are delivered to a DN (station) and NOT to the agent login ID. Although the numbers should align correctly, we have noticed some inconsistencies with calls directly to agent login ID's that throws off the numbers between CMS and stat server. (Make sure you are focusing on ACD calls only) In addition, if you "default" route calls, i.e., not picked up by an adjunct link, the calls will not be logged in Stat Server, but will be in CMS.

Hope that helps...

 

[RGarcia87]

Yeah, we figured it out. For some reason Genesys would count a call twice only if it was placed in queue. It would count it as an abandoned immediately and then 'answered' as soon as it got to an agent. We had to add a pause in the vectors to prevent this from happening. In the beginning, Genesys would swear up and down it was the switch.