genesys路由解决方案简介reportl0202报告.pptx

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2024-08-12 发布于北京
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genesys路由解决方案简介reportl0202报告.pptx

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1IntroductiontotheGenesysRoutingSolutions

2ManagementLayerConfigurationLayerMediaLayerServicesLayerReportingGenesysReportingandAnalysisTransformation

ServicesDatamartOperationalDatastoreApplications

DataSourcersCCpulseCCanalyzerStat

serverConfig

serverGenericreportingframeworkforreal-timeandhistoricaldataworkingacrossallmediaand

allapplications

3CallCenterPulseArchitecturePSTNAgentWorkstationSwitchCallerT-ServerIVRIVRInterfaceSupervisorWorkstationDesktopToolkitCallCenterPulseStatServer

4CallCenterPulseArchitecturePSTNAgentWorkstationSwitchCallerT-ServerIVRIVRInterfaceSupervisorWorkstationDesktopToolkitCallCenterPulseCustomerConfigurationDBDBServerConfigServerConfigMgrStatServer

5ImportanceofReal-TimeReportingAssistsinday-to-dayoperationsImprovesagentproductivityImprovesagentmoraleAssistsinanalyzingtrendsUsetoevaluateeffectivenessofchanges

CallCenterPulseFeatures(1)Providescompleteviewofbothinbound,outboundandinternaloperations,ateitherasinglesiteorenterprise-wideSupervisorscanbelocatedanywhereontheLAN,withnoneedforco-locationwiththeswitchReportlayoutsareswitchindependentandmayincludeinteractionsfrommultipleswitchesinoneinterface

7CallCenterPulseFeatures(2)GUIviewsandstatistictemplatescanbeconfiguredbytheuserandsavedforfutureandcentralizeduseStatisticscanbepresentedonanagentoragentgrouplevelandonaqueueandroutingpointlevel(includesVirtualQueues)Statisticsarebothtelephony(callduration,trafficvolume,agentstatus,numberofcallsserviced,waittimes,abandonedcalls,timepercall,timeineachstate)andbusinessrelated

8CallCenterPulseFeatures(3)Clienttotheactiveconfigurationenvironment(CME)supportsdynamicreconfigurationsthroughdragdropExtensiveaccesscontrol

9CallCenterPulseArchitecture(1)WorkswithT-ServerFrameworkReadsavailableresourcesfromCMEClienttoStatServerSt

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