Genesys Integration Overview Intradiem and Genesys Automatic Call Distributor (ACD) Integration

Transcription

1 Genesys Integration Overview Intradiem and Genesys Automatic Call Distributor (ACD) Integration 3/14/16

2 Table of Contents PURPOSE... 2 OVERVIEW... 2 FIGURE 1. INTRADIEM GENESYS INTEGRATION COMPONENT DIAGRAM... 3 GENESYS SKILL/AGENT GROUP (QUEUE) STATISTICS... 4 GENESYS USER TO SKILL/AGENT GROUP ASSOCIATION... 5 GENESYS AGENT STATE... 6 Intradiem_Genesys ACD Integration Overview 1

3 Purpose The purpose of this document is to provide an overview of the integration between the Intradiem solution and Genesys Automatic Call Distribution(ACD) solution. This document also provides a summary of current client usage of the integration. Overview Intradiem integrates with several Automatic Call Distribution and Call Routing systems in order to understand the current incoming call activity of the contact center. Intradiem, through its partnership with Genesys, has created an integration that leverages the Genesys integration server (GIS). Intradiem integrates with Genesys for three major types of information: 1) Skill/Agent Group (Queue) Statistics The Intradiem system receives real time statistics for the skill/agent groups within Genesys in order to assess the activity and volume the skill/agent group is currently experiencing. Examples include: Calls in Queue, Longest Call Waiting, Expected Wait Time, etc. 2) User to Skill/Agent Group (Queue) Associations The Intradiem system takes action on specific users who belong to specific skill/agent groups based on mapping the skill/agent group to the specific queue name or queue number. This is completed in the Intradiem Genesys provider queue mapping configuration. 3) Agent State The Intradiem system receives agent state event changes from the Genesys integration server. This allows Intradiem to be aware of the current state of the agent. Intradiem uses this information in order to determine when to offer certain actions to particular users. Intradiem_Genesys ACD Integration Overview 2

4 The diagram below illustrates the key components of the integration between Intradiem and Genesys. Figure 1. Intradiem Genesys Integration Component Diagram Intradiem_Genesys ACD Integration Overview 3

5 The Intradiem integration requires two services: GIS_StatService GIS_ConfigService The technical components needed for this integration are: Installed Genesys GIS server version 7.1 through 8.x. Genesys Statistics SDK Genesys license (includes ISDK_FACTORY, ISDK_QUEUE, GIS, GIS_INTERACTIONSERVICE, GIS_STATSERVICE and GIS_CONFIGSERVICE) GIS Host IP Address Valid login and password to GIS server GIS Port STATS Server Name Genesys Skill/Agent Group (Queue) Statistics Intradiem retrieves the skill/agent group statistics directly from the GIS. The query to receive these statistics is executed on the Intradiem Remote Integration Server (RIS). Intradiem collects the skill group statistics based on a configurable number of seconds that is set in the Genesys provider instance configuration. By default, the statistics are collected every 15 seconds. The following table outlines the queue statistics Intradiem can monitor within Genesys. Genesys Statistics Name AbandCallsPercentage AverAbandCallTime AverDistribCallTime CurrMaxCallWaitingTime CurrNumberWaitingCalls DistribCallsPercentage EstimTimeToDistribCall Intradiem_Genesys ACD Integration Overview 4

6 Genesys Statistics Name ServiceFactor TotalNumberCallsAb TotalNumberCallsDistrib* Genesys User to Skill/Agent Group Association Intradiem supports the mapping of either user to agent groups or skill groups. Intradiem retrieves the skills/agents groups by querying the GIS on a configurable time schedule. By default, this occurs once a day. When the Genesys ACD provider is configured, the queue name or number is manually mapped to the associated agent group or skill group. Based on this mapping, Intradiem can determine which agents are associated with each queue that is being monitored. Intradiem_Genesys ACD Integration Overview 5

7 Genesys Agent State Intradiem integrates with Genesys to receive agent state event changes. Agent state changes are received in near real time from the Genesys Integration Server (GIS) via the built in subscription capabilities in Genesys. This allows Intradiem to be aware of the current state of the agent. The Intradiem system utilizes this information to determine when to offer certain actions to particular users. The agent state event changes are sent to Intradiem s Remote Integration server and the agent state cache within Intradiem is updated immediately to maintain accurate view of each agent s current state. The additional components needed to leverage the Agent state integration are: Genesys Enterprise Connector Licensed and installed Agent Interaction Library(AIL) The Genesys enterprise connector must be installed on the Genesys server in order to leverage the Agent state integration with Intradiem. In addition, the Agent Interaction library is utilized for transferring data between Genesys and Intradiem. There may be additional costs required to leverage these components. The following table outlines the agent state Intradiem receives from Genesys: Agent State Not ready Busy not ready After call work Busy after call work Ready Busy ready Busy logged out Logged out Out of service In addition to Intradiem receiving agent state change event notifications from Genesys, Intradiem can also change the state of the agent within Genesys via a Intradiem_Genesys ACD Integration Overview 6

8 business rule that uses the Change Agent State action. Through this action, Intradiem can put an agent into an alternative state of Ready or Not Ready. Intradiem_Genesys ACD Integration Overview 7