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Introducing Pulse

Genesys Pulse is a widget-driven, graphical user application, which is accessible from a web browser as a Genesys Administrator Extension (GAX) plug-in application. Using a direct communication link to a real-time metrics engine, Stat Server, Genesys Pulse enables at-a-glance views of real-time contact center statistics within the GAX user interface.


The tabs below provide a quick visual representation of some of the Pulse functionality and a list of the Genesys-provided templates.

Pulse Dashboard Examples

  1. Examples of a Sales Team Lead dashboard

    User-defined Sales Team Lead dashboard

    User-defined Sales Team Lead dashboard
  2. Example of a Sales Service Level dashboard for Supervisor

    User-defined Sales Service Level dashboard for Supervisor
  3. Example of a multi-channel dashboard for Supervisor

    User-defined multi-channel dashboard for Supervisor
  4. Example of an outbound campaign dashboard for Supervisor

    User-defined outbound campaign dashboard for Supervisor
  5. Example of a back-office dashboard for Supervisor

    User-defined back-office dashboard for Supervisor

Expanded Charts

You can expand a widget to view detailed charts: Line; Grouped Bar; Stacked Bar; and Grid. Within the expanded charts, you can use sort options, define objects, and define statistics.

  1. Line Chart

    Line Chart

    Line Chart
  2. Grouped Bar Chart

    Grouped Bar Chart
  3. Stacked Bar Chart

    Stacked Bar Chart
  4. Grid

    Grid

Widgets

On the Pulse dashboard, statistics and objects can be displayed within different type of user-defined widgets: Donut; Grid; Key Performance Indicator (KPI); and List. You can view and select additional details and options by expanding a widget to a dashboard tab.

Widget Examples

List Widget

This widget displays either one statistic for many objects or many statistics for one object. Depending on the reference selected, the Headline type option might be available for this widget type.

List Widget
List Widget

Donut Widget

This widget displays either:

  • one statistic for four specific objects
  • one statistic for three top objects and a sum the remaining objects
  • one object with the values of four defined statistics

Depending on the reference selected in the Cycle By option, a carousel can be defined to display additional several items.

Donut Widget
Donut Widget

KPI widget

This widget displays either one statistic for several objects or several statistics for one object, depending on the value of the Cycle By option. The Cycle By option is available if the widget has objects selected individually, not by group.

KPI Widget
KPI Widget

Grid widget

This widget displays a grid listing objects in rows with statistics in columns.

Grid Widget

Grid Widget

Genesys-provided Templates

The following is a list of Genesys-provided templates:

Template Description
Agent Group Status Presents the current number of agents in the various states.
Agent KPIs Presents reports with KPIs of agent group in a contact center.
Agent Login Presents an agent's properties and login information.
Campaign Activity Monitors the activity associated with outbound campaigns.
Campaign Callback Status A report presenting information related to campaign initiated callbacks.
Campaign Group Activity Monitor the activity associated with outbound Campaign Groups.
Campaign Group Status Monitor the current state and durations associated with outbound campaign group activity.
Email Agent Activity A report presenting agent or agent group activity as it relates to the processing of Email type contacts.
Email Queue Activity A queue report presenting an overview of current or near real-time activity in the individual email queues.
eServices Agent Activity Monitors agent group KPIs related to eServices (chat, email, SM) media to monitor and see if behavior problems exist that need to be addressed.
eServices Queue KPIs A queue report presenting an overview of current or near real-time activity for eServices channels.
IWD Agent Activity A report presenting agent or agent group activity as it relates to the processing iWD work items type contacts.
IWD Queue Activity A queue report presenting an overview of current or near real-time activity associated with the iWD queues.
Queue KPIs Presents call activity statistics associated with the queues.
Queue Overflow Reason Presents reasons why calls were cleared from queues.


Retrieved from "https://docs.genesys.com/Documentation:EZP:User:Pulse:8.5.01 (2019-06-20 05:58:28)"
This page was last modified on February 16, 2015, at 10:56.

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