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Genesys Decisions Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
11/02/17 General X

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Genesys Decisions

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What's New

This release contains the following new features and enhancements:

  • Monthly Staff Requirements—Within the Decisions application, it is possible to generate the required staff values for individual contact types. This can be done using the Staff Planner module. These values can be published to the Decisions Data Mart for reporting and analysis. The addition of Monthly Staff Requirements is done wholly within the Decisions Data Mart. The existing views that show the Staff Requirements have been modified to include the monthly requirements, as well. These values are calculated in the views by looking at the requirements for all the days that are in the month and averaging the requirements over the total number of days.

  • Genesys Engage Direct Connect Data Adapter—Genesys Engage customers who install the Decisions application can now connect directly to Genesys Info Mart and the Genesys Workforce Management (WFM) API to pull historical data directly into Decisions. This is available for installations where both Genesys Engage and Decisions are installed On-Premise. This release supports Inbound Phone, Outbound Phone, Chat, and Shrinkage. Only one configuration is required to access all of the data that Decisions needs. The adapter works within the existing Run Data Feeds framework inside Decisions.

  • Genesys Engage Flat File Data Adapter—The flat file Data Adapter is now available for those customers who do not meet the requirements of the Direct Connect method. If Decisions is not installed On-Premise, you must use the flat file Data Adapter. The flat file Data Adapter and Direct Connect Data Adapter connection methods are identical, with one exception: the location from which data is pulled. To use the flat file Data Adapter, you must generate flat files representing the tables in Genesys Info Mart. In addition, the WFM Extract, Transform, and Load (ETL) service must be implemented so that the shrinkage data can be pulled from the WFM ETL database. During configuration of the Adapter, you can produce files that contain the database scripts, which you can later execute in order to create the flat files.

  • Service Level Smoothing—For scenarios that plan for multi-skill groups, the calculations have been enhanced to better balance and distribute service levels when the plans are far away from the target goal. Service levels for low-priority contact types are now improved in these scenarios. Previously, the low-priority contact types could experience very poor service levels. High-priority contact types will continue to be closer to their target goals than those of lower priority.

    Service level smoothing is applicable to the inbound phone media type only.

  • Hidden Metrics—To streamline the Main Grid, the following seldom-used metrics are now hidden:

    • Email Average Daily Backlog Bucket x
    • Casework Average Daily Backlog Bucket x
    • Prompter Calls
    • Prompter Minutes
    • Transfer Connect Calls
    • Geotel Routed Calls
    • Ratio of VDN Calls Offered to SCO (%)
    • VDN Calls Offered
    • % SCO Using Prompter (%)
    • Avg Length of Prompter Call [Sec]
    • % of SCH Using Transfer Connect
    • % of SCO GeoTel Routed
    • Ratio of VDN Calls Handled to SCH
    • VDN Calls Handled
    • Ratio of VDN Abandons to Skill Abandons
    • Outbound NH Adj AHT per Contact

Resolved Issues

This release contains no resolved issues.

Upgrade Notes

No special procedure is required to upgrade to release

This page was last edited on September 18, 2020, at 13:41.
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