Genesys Configuration Manager vs Genesys Administrator

[manasvyas88]

Hi All,

We are currently using Genesys 8.1 and have recently been informed that soon we would be moving to using GA instead of CME. So i would like to understand what is the difference between Genesys Configuration Manager vs Genesys Administrator and according to this group what is better?

Regards,

[Adam G]

CIM/CME is thick client and does not cater for a lot of the operational changes which can be applied using GA.
GA is thin client and developed more as a hybrid CIM/CME/SCI, allowing for roles to be applied (restricting access) and you can also stop/start/update/configure Applications and Solutions on the fly.

CIM/CME is "better" when you are initially deploying Applications, Solutions, Persons, etc, since it forms a part of the installation process (Options and Settings).
GA is "better" when you have deployed your Platform and are working with it, day-to-day, since it allows a lot more dynamic changes to be applied.

[cavagnaro]

And GAX is already here as a GA improvement

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[manasvyas88]

Thanks for the clarification. However for a dynamic business wherein there a bulk skill changes to be done everyday and the users are fairly new in using either one

[cavagnaro]

Well...which one you know better? The end user will be newbie on any of them, so you as expert, what do you know and are confortable supporting?
For me is either.

[Adam G]

[quote author=manasvyas88 link=topic=9000.msg40336#msg40336 date=1437723305]
Thanks for the clarification. However for a dynamic business wherein there a bulk skill changes to be done everyday and the users are fairly new in using either one
[/quote]

Some advice:

[list]
[li]Bulk Skill changes can block up the (single) thread to the Config Server, if there are a lot of them - you might want to consider updating them in small sections, so you don't affect performance.[/li]
[li]If you are using WfM, you will be affecting your Forecasts by making "on the fly" changes to Skills, every day.[/li]
[/list] 

- have you considered an alternative of a dynamic update to your routing or by creating a sub-routine that you can automate, to switch Target Skills?

[Dionysis]

If you're changing skills en masse, you've built your routing wrong IMHO.  The routing strategy should cope with the changing needs of the call centre throughout the day.

That said though, I much prefer GA over CME, but GAX can go die in a fire!  However, there is no problem using all 3, just to prove a point I have all 3 open against the same config server right now.