Copyright
All Genesys software is © Copyright 2017-2018 Genesys Cloud Services, 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 Cloud Services, 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.
Genesys Customer Care links:
Licensing:
- Genesys Licensing Guide
- Licensing section of the Genesys Migration Guide
Information on supported hardware and third-party software is here:
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 Customer Care links:
Licensing:
- Genesys Licensing Guide
- Licensing section of the Genesys Migration Guide
Information on supported hardware and third-party software is here:
What's New in Genesys Decisions for 9.0
The following new features were added in the 9.0 release:
January 18, 2019
- Extended Outbound Adapter — Genesys Decisions includes a new outbound adapter. Decisions continues to include the existing Outbound Phone adapter, but the new Extended Outbound adapter imports additional data such as Connects per attempt, List Size, Total Time for Wrong Party Connects, and Total Time for Right Party Connects. The Extended Outbound adapter specification file contains detailed information about the file requirements.
- Database Timeout is added to configuration files during upgrade — The database timeout property is now added to the configuration files when you upgrade your Decisions installation.
September 25, 2018
- Advanced Forecasting — Genesys Decisions now connects to the Decisions Cloud Service. The Decisions application sends historical data to the service. Based on that data, the service determines outliers and missing data, and determines which forecasting method to use and which parameters to use with the selected method. The results are then returned to Decisions and displayed. The following additional functionality is included with the new Decisions Forecasting module:
- Apply Forecast Scenarios to Planning Scenarios — Once you are satisfied with your forecast scenario and its results, you can apply that to your planning scenario. From within the Decisions application, you select a forecast scenario from a list of published scenarios and apply that to your planning scenario. Applying a forecast scenario populates the planning scenario metrics with the forecast results.
- Forecast Modifications — The forecast results that are returned from the Decisions Cloud Service are based on your historical data. If there are future events planned, such as a marketing release that will increase call volume by 10%, then you can apply modifications to the forecast results to take the future events into account, as well as the historical data.
- View Detailed Forecast Data — In addition to showing the results of a forecast scenario, you can also use the Decisions application to see the forecast model used for the results, the parameters selected for that model, the forecast error, and the points that were designated as outliers and missing.
- View Historical Values used to Generate Forecast Results — In the Decisions Forecasting module, you can view the historical values (both graphically and in tabular format) that the Decisions Cloud Service used to generate results. Use this information to help you understand what was happening in the past that contributed to the resulting forecast.
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.
Product Support: Starting January 1, 2019, use the My Support portal for Genesys Customer Care to submit all inquiries or create cases about Genesys Decisions.
What's New
Genesys Decisions is part of 9.x, which can include component releases from 9.1.x, 9.0.x, and 8.5.x code streams. Use the table below to check which component releases are part of 9.x.
| All 9.x products | 9.x Genesys Decisions Release Notes | ||
|---|---|---|---|
| Product | Component | Latest | Starting |
| Genesys Decisions | |||
Decisions User Interface Documentation
Planning
This documentation describes how to use the Decisions Planning module.
Forecasting
This documentation describes how to use the Decisions Forecasting module.
Decisions Deployment and Configuration Documentation
Deployment
This documentation includes information about system requirements and describes how to use the Decisions installation wizards.
Administration and Configuration
This documentation explains how to use the Decisions administration and configuration module.
Decisions 9.0 Data Mart Data Dictionary
See details of the database views used to generate reports.
Supported Operating Environment
Check the Decisions page in the Genesys Supported Operating Environment Guide for additional information about system requirements.
Decisions Video Series
| Name | Description | Link | Duration |
|---|---|---|---|
| Introduction to Genesys Decisions | An overview of the Genesys Decisions system. The video describes the application's capabilities and introduces you to the three Decisions modules. | 
|
3:59 |
| Working with a Planning Scenario | An overview of the Decisions Planning module. The video shows you a sample planning scenario and describes how to apply What-If analysis to determine how changes to your plan will affect your costs, revenue, service levels, and so on. |
|
4:43 |
| Building a Hiring Plan, Overtime Plan, and Budget | The video shows you how to work with a planning scenario to build a hiring plan, an overtime plan, and a budget. |
|
4:09 |
| Sensitivity Analysis | An introduction to the Sensitivity Analysis tool in the Decisions Planning module. The video describes how to use a Sensitivity Analysis chart such as Service Level versus Cost per Contact to quickly analyze the effects of a What-If scenario. |
|
3:19 |
| Forecasting Module | An overview of the Decisions Forecasting module. The video shows you a sample forecast scenario and describes how to apply modifications to adjust the forecast data. |
|
5:04 |
More Release Information
What's New
Release Notes
Genesys User Interface Help Documentation
Deployment and Configuration Documentation
Create configurations, mapping, importing historical data, and creating simulations.
Install or deploy the Decisions Admin application, User application, and Data Mart.
See details of the database views used to generate reports.
More Release Information