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Gplus Adaptersfor IEX TotalViewand Aspect eWFMContact Center SoftwareGenesys Gplus Adapters for IEX TotalViewand Aspect eWFM provides critical historicaland real-time information to enable aGenesys-based contact center to effectivelyforecast and manage its workforce.Highlights Integrates Genesys with Aspect eWFMand IEX TotalView Historical Reporting: Produces workforcemanagement centric report metricsand calculations at regular intervals Real-Time Adherence: Provides data on agentstate changes for use in real-time adherence Critical for schedule forecastingand management of agents Runs in contact centers with any numberof agent skills and sites for voice interactions Supports primary and backupGenesys T-Server operationOverviewOn average, the cost of agents represents over 60%of the total operational cost of the contact center.Workforce management systems are vital to managethe operational costs and performance of the centerand assist the workforce manager to achieve themost efficient utilization of agent staff.To improveagent utilization requires accurate prediction ofstaffing requirements on an hourly and weeklybasis while ensuring that agents are actually adheringto their schedule.These requirements necessitate twodifferent types of data reporting sources used inday-to-day contact center management: historicalreports and real time agent activity.The Gplus Adapters for IEX TotalView and AspecteWFM provides historical and real time interfacesbetween the Genesys Customer InteractionManagement platform and Aspect eWFM orpage 1 of 5
Contact Center Software Gplus Adapters for IEX TotalView and Aspect eWFMFeatures BenefitsProvides historical and real-time adherenceinformation to the workforce system Critical for the management and forecasting of agents Increases Service LevelsSoftware is provided and supported by Genesys Provides better system availability, reliability, compatibility and growth thanalternative solutions Less risk than customer developed codeIEX TotalView workforce management systems.The key features of the product include:Gplus Adapters for IEX TotalView andAspect eWFM Architecture operation. Historical Reporting: Aggregates statistics fromthe Genesys Customer Interaction Managementplatform and writes them to a file once per every15 or 30 minute intervals for IEX TotalViewand 15, 30 and 60 minute intervals for AspecteWFM.This file is imported into the customer’sAspect eWFM or IEX TotalView system for usein forecasting, scheduling, and intra-day reporting.Historical DataGenesys Platform(T-Server)GenesysGplus AdapterIEX orAspect WFMReal-Time DataACD Real-time Adherence: Provides Genesys agentstatus changes to the customer’s workforce management system for use in real-time agent adherence.These status change events include reason codes(aux codes), if supported by the underlying switch,or softphone being used.Aspect eWFM and IEX TotalView workforce management systems require continuous information fromthe telephony environment about agent and callstatus to ensure proper staffing levels and agent schedule compliance. Both Aspect and IEX have developeddirect feeds from various telephony switches toprovide the required information. However, once acustomer uses Genesys for applications such as skillsbased routing, reporting and/or multi-site siteoperations, the data from the direct telephonypage 2 of 5
Contact Center Software Gplus Adapters for IEX TotalView and Aspect eWFMfeed is no longer valid. Essentially, the Gplus Adapterreplaces the traditional telephony interface to AspecteWFM and IEX TotalView systems and is thereforevital to their operation.Historical ReportsHistorical reporting has two components: forecastinginformation and agent activity. Forecasting informationdetails the call types received, time and duration ofthose calls and the speed of response by contact centeragents.This information is used to predict the numberand type of agents required for any time period thatthe contact center is open.Agent activity information consists of the call typesand duration of the calls that agent receives as well askeeping track of the amount of time that the agentis logged in and available to receive a call.This information will highlight an agent’s efficacy with differentcall types and provide confirmation that the agentis performing their duties when scheduled. Agentactivity information can also be used to improve themanagement of individual agents by indicating whereadditional training or other actions may be required.Forecasting InformationEvery contact center classifies groups of agents toanswer certain types of calls. Predicting how manyof these agents should be available for a call typeat any given time is facilitated with forecasting data.This data will group call activity by call typeor agent group for specific time intervals.Much of the utility of workforce managementsystems comes from their ability to take thisforecasting data and make accurate estimatesof staffing requirements.For each call type, the following data or variantsare assembled for specific time periods in a contactcenter’s operating day.Typical periods are 15 or 30minutes (and also 60 minutes for Aspect eWFM).The exact metrics may vary slightly based uponAspect or IEX requirements. Calls handled Calls abandoned Calls answered before service levelor service level percentage Handle Time Work Time/After-call WorkAgent Activity ReportsThe data recorded for each agent falls into twogeneral categories including agent sign in/sign outand agent performance.This information is usedby WFM systems to produce historical agentadherence reports including information on thehandling of customer, internal and outbound calls.Agent Sign in/Sign out Reporting consists ofrecording timestamps of the time the agent logsin and out of their phone throughout the day.This data is reported and validated daily to theWorkforce Management systems against scheduledactivities to provide schedule adherence reporting.page 3 of 5
Contact Center Software Gplus Adapters for IEX TotalView and Aspect eWFMKey elements of this report are: Login timeLogout timeNot Ready (Aux) timeAgent Performance data contains agent specificequivalents of the interval call type reports includingmore detailed information about the tasks thatoccupy the agent’s time during the day: Answered calls - number and durationOutbound calls - number and durationNot ready timeAgent states of interest again vary within each uniquecontact center. However, some of the following agentstates are common: Logged in Logged out Available for a customer call Not available for a customer call On a customer call On an outbound call On a consult to another agent On a break After call work In training In a meetingReal-Time Adherence (RTA)This module provides event greater detail into anagent's activities by comparing agent phone statesagainst agent schedule states. Adherence alarmsare configured on phone and agent states, and alarmsare generated when these thresholds are exceeded.RTA data differentiates itself from the HistoricalReports in that an agent’s state is sent to the workforceapplication in near real-time. In addition, the workforceapplication does not store the RTA data for futurereference but rather compares the agent state to the setof allowed states stipulated in the agent’s schedule.High AvailabilityThe Gplus Adapters support connections to aprimary and backup Genesys T-Server. In addition,all statistics that are aggregated from Genesys arestored in a database (included) for a configurableperiod of time so that historical reports can beregenerated in the case of certain system failures.page 4 of 5
Contact Center Software Gplus Adapters for IEX TotalView and Aspect eWFMCustomer Interaction(Traditional Voice, Voice Over IP, E-mail, Web Chat & Other)Genesys 7Product SuiteThe broadest suite of products-with powerfulvoice self-service, assisted service for everycommunication channel, flexible integrationoptions and management insight systems-alllinked on the most open platform to deliverexceptional contact center and customerservice capabilities.Systems SupportedGenesys SupportServer OS SupportCustomer InteractionManagement Platform orFramework 7.0 or greaterWindows Server 2000 or 2003Single processor Pentium 4 - 3 GHzwith 2 GB ram and 100 GB disk driveSolaris 10 or greaterUltraSparc or newerwith single processorWFM SupportAspect eWFM 6.x or greaterIEX TotalView 3.9 – 3.12Corporate HeadquartersGenesys2001 Junipero Serra Blvd.Daly City, CA 94014AN ALCATEL-LUCENT COMPANYTel:Fax:E-mail:Web: 1 650 466 1100 1 650 466 1260info@genesyslab.comwww.genesyslab.comEMEA HeadquartersMulberry Business ParkFishponds RoadWokingham, BerkshireRG21 4GYTel: 44 118 974 7000APAC HeadquartersLevel 17, 124 Walker StreetNorth Sydney NSW 2060Tel: 61 2 9463 8500page 5 of 5
Contact Center Software Gplus Adapters for IEX TotalView and Aspect eWFM IEX TotalView workforce management systems. The key features of the product include: Historical Reporting:Aggregates statistics from the Genesys Customer Interaction Management platform and writes them to a file once per every 15
