From Avaya To Genesys...the journey of a thousand steps

[johnrobe]

G'day all,

I hope I am not going to come off like an idiot with this post.

I recently moved to a report implementation and analysis role . As an outsourcer, we are traditionallly an Avaya CMS environment. One of our newest contracts has used Genesys and wants us to in terms of servicing them.

I Have a very basic familiarity of some of their end user tools like CC Pulse, Analyzer, Config Manager and DART as I used to work in a real time analyst capacity in a previous posistion elsewhere.  This represents an opportunity for me as none of my peers have any knowlege of the Genesys suite at all. Mind you I am rusty. And that is an understatement. I really want to get back up to speed. Any ideas as to where I should start ?

I really can't afford to step up and drop the money for the curriculum yet...still eating mac and cheese from the student loans I have up to now.

I've been immersed in Avaya CMS terminology and methodologies for the last 2 years to compund my problem.

Can anyone help me bridge VDNs SPLITs and Skills to Virtual Queues and Agent Groups (as those are really all I remember from Config Manager)

Any and all help would be appreciated.

[victor]

Hi, John,

DART... I think it was like 8 years ago... No problem, as long as you have Genesys, you can play with it to your heart delight (as long as you do not crash your call center in a process)

From what I understand, you need to focus on reporting first. Well, it is not as bad as it sounds, because in a lot of way, Genesys just duplicates whatever Avaya is showing. The best way to think abotu Genesys is like Avaya plus some virtual grouping.

For example, Genesys has Routing Points and ACD queues. This is VDN in Avaya.
In Avaya you have a skill group. In Genesys this is Virtual Agent Group.
Concept is pretty much the same.

Just define the skills you have in Avaya in CME's Skills and then create Virtual Agent Groups and assign the skills.
Then, when just use Agent Group as your reporting target whenever you want to know per-skill performance.
Whenever you need to look at a split - look at Routing Point.

Wait ...Do you have Genesys environment?

[johnrobe]

Do I have Genesys ? Yes and no 

I work for an outsourcer who is historically an Avaya shop.
One of our new clients is partial to Genesys. In fact they went out and bought the package. The problem comes in where now we are centralizing our reporting group. I've been charged with getting my head around the meodology as a whole.

A buddy of mine has been kind enough to give me some documentation and I've been doing my best to get through it....like I said a thousand steps.

[johnrobe]

Also: can you distinguish between queue and virtual queue ?

[cavagnaro]

Queue is an object that exists on your PBX, Virtual Queue only exists on Genesys ambit of reporting issues, nothing else.

[johnrobe]

Thanks. makes sense