“the ultimate solution for the technical and operational...
TRANSCRIPT
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“The ultimate solution for
the Technical and Operational Audit
of your Genesys Contact Centre platform”
It’s all about operating your contact Centre platform more efficiently!
AuditGen is more than just a solution for configuration audit trail !
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AuditGen helps business users operate more efficiently: • Audit trail for all configuration changes (agents, campaigns, DNs, Places, etc.)
• Intelligent single & recurrent configuration change planning based upon custom schedules
• Safely planning and scheduling skill changes within and outside of working hours
• Planning and scheduling routing logic changes within and outside of working hours
• Functional real-time notifications based on custom rules combining business metrics
• Remote controlling agent states through a web interface
• Automating detection of agent and DN configuration discrepancies
• Improved and extended usage of Genesys features with no need for technical expertise
AuditGen helps technical users operate more efficiently:• Tracking and easy categorization of all types of configuration changes
• Adhoc dynamic aggregation of configuration change reports
• Save time extracting and analyzing log files for fault finding following configuration changes
• Reduce the time it takes to manage project delivery releases between environments into production
• Automated comparison of application configuration within and between different environments
• Supports of automatic system documentation through easy reference configuration tracking
• Reducing Planned and unplanned outages
• Easy access to audit trail data and real time rollback capabilities with intelligent notification mechanisms
• Real-time and consolidated view of platform stability and application start/stop activities
Operating more efficiently
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Feature Scope Benefits
Configuration change management
• Fulfillment of ISO and government compliance requirements• Support of release management (recurrent upgrade activities)• Enhanced operations through extended audit trail capabilities• Minimized risks linked to frequent configuration changes
Configuration scheduling capabilities
• Higher operational efficiency• Cost reduction through the automation of configuration scheduling during as
well as out of operation hours• Consolidated and immediate reporting of all change activities
Technical audit features • Consolidated view of all platform configuration elements• Efficient fault management and reduction of down-time• Increased efficiency in maintaining synchronization between multiple
environments
Operational audit features
• Cost avoidance through real time control of system utilization (licenses & extensions)
• Reduction of operations down-times due to incorrect business configuration
Intelligent notifications • Real time business notifications beyond technical alarms• Custom notification rules to support the needs of different departements
Features & Benefits
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Reduction of operational costs
• Reduction of down-times and efforts to restore operations
• Reduction of implementation and migration risks and inherent costs
• Reduction of costs of mobilising of resources out of hours to conduct business configuration changes
• Reduction in cost of resources through the automation of complex technical tasks
• Cost avoidance through real time control of system utilization
Increase in operational efficiency
• Real time business notifications to support better informed decision-making process
• Higher efficiency through configuration scheduling capabilities
• Improved fault management and quick identification of poor change behaviour
• Increased efficiency in maintaining synchronization between multiple environments
• Enhanced operations through extended audit trail capabilities
• Enhanced operations based on multiple consolidated configuration and audit reports
ROI Tangible Factors
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Target User Groups
AuditGen
Contact Center Managers
ProjectImplementation
Teams
Professional Services
Contact Center Operational
users
Technical Support
Release Management
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AuditGen Modules
• Host load (CPU/MEM) metrics• URS load (CAPS) metrics• StatServer load metrics
• Configure, schedule and track option changes for all transaction object types
• Plan single as well as recurrent changes based upon custom schedules
User Notifications
Audit Business Configuration
Configuration Audit Trail
Multiple Configuration Reports
System Notifications
Multiple Audit Reports
Audit Agent Reports
Agent Conf. Manager
Transaction List Manager
Automated Jobs
• Configuration reference report• Applications configuration• Transaction list options• Campaign/calling list• VAG Skill expressions• Places/Extensions• Permissions
• Application status• Extension/License usage• Extension state reporting• Application errors• Infomart jobs• Audit Environment’s Applications
• Track & display changes within context• Dynamic reports aggregation levels• Dynamic charts: config change history• Smart rollback features
• Integrated Genesys SCI alarms• SNMP traps
• Email notifications• SMS alerts
• Audit agent configuration discrepancies
• Audit DN configuration discrepancies
• Disconnect/logout agents remotely
• Agent matrix reports
• Configure, schedule skill, access group, capacity rule changes
• Plan single and recurrent changes based upon schedules
AuditGen
Operational Audit
AuditGen
Notifications
AuditGen
Technical Audit
• Multi-Environment/Customer• Multi-Tenant• Multi-User• Multi-Language
Notification calendarsNotification Rules • Custom & flexible calendars shared among users
• Custom rules for various notification areas
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Unique and holistic approach to Configuration audit trail :
• No gaps in tracking all types of configuration changes
• Multi-customer/ Multi-environment, multi-tenant, multi-user, multi-language
• Quick single as well as bulk categorize your changes and application status records
A comprehensive set of configuration and audit reports
• Saves you time querying your configuration database and compiling data in Excel tables
• Saves you any dependency on skilled experts to extract configuration data for audit purposes
• Quick a access to a number of unique auditing capabilities (license & extension usage, GIM jobs, Application errors, Application configuration across environments, Application startups…)
Functional notification beyond technical alarms covering both system and user custom alerts (total flexibility through the combination of notification rules, channels and calendars)
Web2.0 rich and interactive presentation layer
• Focus on various report areas without overlapping screens nor cumbersome menu navigation
• Similarities with Genesys GUI keeps technical and business users in their comfort zones
• Access to multiple pre-filled filter criteria across all audit reports
Unique Features (1/2)
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Unique Features (2/2)
Scheduling Configuration Change capabilities
AuditGen provides a unique modules that most users miss through Genesys tools:• Scheduling one time execution for immediate or a selected date and time• Scheduling of recurrent configuration updates based upon custom schedules• Scheduling individual as well as entire skill profiles• Reporting & Notifications of job results
AuditGen's Agent Configuration Manager :
• This module allows you to schedule agent’s skill, capacity rule and access group changes and get notified in case of success or failure of the scheduled job.
• AuditGen offers unique capabilities to track, visualize and manage scheduled jobs in a calendar web interface.
• AuditGen allows safe scheduling of bulk updates as submitted to a unique concept checking configuration server performance prior to applying any planned changes.
AuditGen's List Option Manager :
• This module allows you to plan changes to the options of all your object types (i.e options used to control routing strategies) get notified upon execution success or failure as well as view scheduled changes in a calendar web interface.
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Feature Overview (1/3)
Configuration audit trail for all object types (Confserv & GAX) with one click categorization feature
Smart rollback features including rollback of routing strategy changes
Dynamic aggregated reports/charts for configuration change history
Easy access to all object details under familiar, CME like tab structure
Multiple Configuration reports
allowing you to browse and filter
all your Contact Centre configuration
Multiple audit reports to track
your platform usage:
-Reference configuration tracking
-Categorization of all application status changes
-Extension usage report, Extension State Report & License usage tracking
-Infomart job tracking
-Audit application errors (customize any type of errors you’d like to track)
-Audit application configuration & comparison across environments
Automated metric collection (URS CAPS and CPU&MEM for all your hosts with no additional agent technology)
AuditGen
Technical Audit
Configuration Audit Trail
Configuration Reports
Audit Reports
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Audit Agent configuration: find out discrepancies between a reference agent and all remaining agents/persons based on any selected criteria
Audit DN configuration: detect any configuration discrepancies and highlight differences between any selected criteria for the selected DN/DN type
Audit Environment application discrepancies:
Compare application settings across
different environments & display
differences within context
Business metric configuration
and operational notifications
Audit real time agent states allowing
remote logout functionality for a selected media type
Scheduling of agent skills skill/level, Capacity rule, Access Group changes based on skill profiles and custom schedules & view scheduled jobs in MS outlook like calendar
Scheduling of routing strategy parameter changes (list options) based on custom schedules & view scheduled jobs in MS outlook like calendar
AuditGen
Operational Audit
Audit Business Configuration/Metrics
Configuration Scheduling
Audit Agent States
Feature Overview (2/3)
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Notification Rules (what to notify):
-Custom rules for the various audit areas (config. changes, errors, business metrics)
-Configurable notification thresholds
Notification Calendars (when to notify):
-Calendars for notification days
-Calendar for exceptional days
Notification Channels (how to notify):
-System Notifications
• Custom SCI alarms
• Custom SNMP traps
• Email alerts with custom subject (external users)
-User Notifications
• Email alerts with custom subject (AuditGen users)
• SMS alerts with custom text
System & user specific notifications combining custom rules, calendars and channels
Notification history for audit trail purposes
AuditGen
Audit Notifications
Notification Rules (What)
Notification Calendars (When)
Notification Channels (How)
Feature Overview (3/3)