Release Advisory

Gplus Universal Adapter for WFM

6.0.x

Genesys Telecommunications Laboratories, Inc. © 2014



The following information applies to Gplus Universal Adapter for WFM (the Adapter) 6.0 software and is important for you to note:




Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. For additional information about third-party software used in this product, see the Read Me. Please contact your technical support representative if you have any questions.




General Release - 6.0.001.00

This is the initial release of the Gplus Universal Adapter for WFM.

The other Gplus WFM Adapters were built to meet the specifications of the WFM vendors (Aspect, IEX, Teleopti and Verint) whereas this new Gplus Universal Adapter provides a generic set of historical data and RTA states that are not specific to any vendor. Configuration of the information provided by the new Adapter is very limited and it is expected that most of the integration effort will involve configuring the WFM application that is receiving the data from the Adapter.




Threshold Time Format

Time thresholds can be set as a default per media or added to the following configuration objects:

The default for setting the threshold time is to specify it in milliseconds. However, a more user friendly version is also available where the threshold time is specified in terms of days, hours, minutes and seconds. A typical call center would have a service (answered) threshold for inbound calls that would be in the range of 20 to 30 seconds whereas a threshold for emails may be measured in hours or days. The following format allows a range of time values to be specified without having to calculate the millisecond equivalent:

{0-31}d{0-24}h{0-60}m{0-60}s

Examples:

   15000 = 15000 milliseconds
   60s = 60000 milliseconds
   45m = 2700000 milliseconds
   1d12h30m   = 131400000 milliseconds

Note: Each field size is restricted to two characters so none of the numbers can be larger than 99. It would be advisable to use the ranges specified above.




Short Abandons

A new Option, application/shortAbandonEnabled, has been added in Version 6.0.002.

This Option combined with configured time thresholds will remove "short abandons" from the Abandoned Contacts statistic in the Interval Queue report. This new Option does not affect the AbandonedInThreshold count or Service Level calculations in the report.

A new Option, defaultShortAbandonThreshold, has also been added to the individual media Option Sections but it is probably only applicable to the voice and chat media types. The Option value can either be set as integer milliseconds or by using the Threshold Time Format.

It also possible to add a short abandon threshold to the Annex options of a Virtual Queue if the media default setting does not meet the requirements for a certain group of interactions. The new shortAbandonThreshold Option must be added to the GPlus_WFM Section of the Virtual Queue configuration object using the Threshold Time Format.




Genesys does not recommend installation of its components via a Microsoft Remote Desktop connection. The installation should be performed locally.




Top of Page