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Copyright

All Genesys software is © Copyright 2017-2018 Genesys Telecommunications Laboratories, Inc. All rights reserved.

Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.

Trademarks

Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.

All other trademarks are the property of their respective owners.

Third Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions.

New in Release 8.5.1

  • Create and Manage Data Feeds—You can create and manage data feeds from within the Genesys Decisions. Administrators can create a data feed at any time from the list of 16 data feeds included in Genesys Decisions. Administrators can make changes to the data feeds after they are created (for example, file paths and delimiter type). Administrators can test the changes before saving to ensure that Decisions reads the data appropriately. Finally, if the order of the columns in the data files does not match the specification, administrators can change it when managing data feeds.
  • Running Data Feeds—You can run all data feeds at the same time by clicking a single button. You can import data from any start and end date or Genesys Decisions can find new data from the last time the data feeds ran. Once complete, Genesys Decisions generates a validation report so that the you can confirm Decisions imported all data.
  • Identifier Mapping—Staff and Queues are mapped from the source data to the Decisions identifiers. During the Data Feed run process, Genesys Decisions displays any identifiers that have not been mapped for disposition. You can map them to existing Decisions identifiers or create new identifiers.
  • Active Directory Authorization—Decisions now leverages the Active Directory membership of users to control who can log into the applications. During the installation or upgrade process, an entry is required for which Active Directory groups users and administrators must be in to gain access to the application. This functionality eliminates the need for the separate Decisions login form, as well as the User Management functionality within the Admin application.
  • Chat Concurrency Planning Best Practice—When creating staffing and hiring plans for groups that contain chat contact types, use a planned Maximum Concurrency of 1 for the most accurate answers. The Maximum Concurrency is an environmental variable that is already in the imported historical data used to build the models. The model building process already includes the concurrency that it finds within your historical data.
  • Configurable Timeout for Data Feeds—If you experience extreme latency when connecting to the SQL Server containing the Decisions Core Database, you can configure the default timeout for the SQL Queries within the configuration file. Contact customer care before determining whether to use this option.
  • Data Feed Migrations—The Database upgrade tool attempts to migrate all existing imports for existing customers. There may be some rare cases where the tool cannot automatically migrate the imports. The tool notifies you if any or all the imports cannot be migrated. Contact customer care if any imports cannot be migrated.

Genesys Decisions

Genesys Decisions is a what-if analysis, staff planning and budget planning system for contact centers. At its core is a series of algorithms that develop very efficient operational plans and accurate forecasts in minutes.

This allows the system to be a bigger-picture analytic tool for executives and WFM planners to answer important questions around operational risk, service delivery, customer experience, and resourcing options.

What's New

Release Notes

Genesys User Interface Help Documentation

Tip
Downloading ZIP files—Save ZIP files to your hard drive. If a Windows Security warning displays, right-click the file and select Properties. On the General tab, click Unblock. Click OK.

Deployment and Configuration Documentation

Administration Guide

Create configurations, mapping, importing historical data, and creating simulations.

IT Administration Guide

Install or deploy the Decisions Admin application, User application, and Data Mart.

Data Mart Data Dictionary

See details of the database views used to generate reports.

More Release Information


This page was last modified on 19 January 2018, at 10:38.