“The ultimate solution for the Technical and Operational...

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“The ultimate solution for

the Technical and Operational Audit

of your Genesys Contact Centre platform”

It’s all about operating your contact Centre platform more efficiently!

AuditGen is more than just a solution for configuration audit trail !


AuditGen helps business users operate more efficiently: • Audit trail for all configuration changes (agents, campaigns, DNs, Places, etc.)

• Intelligent single & recurrent configuration change planning based upon custom schedules

• Safely planning and scheduling skill changes within and outside of working hours

• Planning and scheduling routing logic changes within and outside of working hours

• Functional real-time notifications based on custom rules combining business metrics

• Remote controlling agent states through a web interface

• Automating detection of agent and DN configuration discrepancies

• Improved and extended usage of Genesys features with no need for technical expertise

AuditGen helps technical users operate more efficiently:• Tracking and easy categorization of all types of configuration changes

• Adhoc dynamic aggregation of configuration change reports

• Save time extracting and analyzing log files for fault finding following configuration changes

• Reduce the time it takes to manage project delivery releases between environments into production

• Automated comparison of application configuration within and between different environments

• Supports of automatic system documentation through easy reference configuration tracking

• Reducing Planned and unplanned outages

• Easy access to audit trail data and real time rollback capabilities with intelligent notification mechanisms

• Real-time and consolidated view of platform stability and application start/stop activities

Operating more efficiently


Feature Scope Benefits

Configuration change management

• Fulfillment of ISO and government compliance requirements• Support of release management (recurrent upgrade activities)• Enhanced operations through extended audit trail capabilities• Minimized risks linked to frequent configuration changes

Configuration scheduling capabilities

• Higher operational efficiency• Cost reduction through the automation of configuration scheduling during as

well as out of operation hours• Consolidated and immediate reporting of all change activities

Technical audit features • Consolidated view of all platform configuration elements• Efficient fault management and reduction of down-time• Increased efficiency in maintaining synchronization between multiple

environments

Operational audit features

• Cost avoidance through real time control of system utilization (licenses & extensions)

• Reduction of operations down-times due to incorrect business configuration

Intelligent notifications • Real time business notifications beyond technical alarms• Custom notification rules to support the needs of different departements

Features & Benefits


Reduction of operational costs

• Reduction of down-times and efforts to restore operations

• Reduction of implementation and migration risks and inherent costs

• Reduction of costs of mobilising of resources out of hours to conduct business configuration changes

• Reduction in cost of resources through the automation of complex technical tasks

• Cost avoidance through real time control of system utilization

Increase in operational efficiency

• Real time business notifications to support better informed decision-making process

• Higher efficiency through configuration scheduling capabilities

• Improved fault management and quick identification of poor change behaviour

• Increased efficiency in maintaining synchronization between multiple environments

• Enhanced operations through extended audit trail capabilities

• Enhanced operations based on multiple consolidated configuration and audit reports

ROI Tangible Factors


Target User Groups

AuditGen

Contact Center Managers

ProjectImplementation

Teams

Professional Services

Contact Center Operational

users

Technical Support

Release Management


AuditGen Modules

• Host load (CPU/MEM) metrics• URS load (CAPS) metrics• StatServer load metrics

• Configure, schedule and track option changes for all transaction object types

• Plan single as well as recurrent changes based upon custom schedules

User Notifications

Audit Business Configuration

Configuration Audit Trail

Multiple Configuration Reports

System Notifications

Multiple Audit Reports

Audit Agent Reports

Agent Conf. Manager

Transaction List Manager

Automated Jobs

• Configuration reference report• Applications configuration• Transaction list options• Campaign/calling list• VAG Skill expressions• Places/Extensions• Permissions

• Application status• Extension/License usage• Extension state reporting• Application errors• Infomart jobs• Audit Environment’s Applications

• Track & display changes within context• Dynamic reports aggregation levels• Dynamic charts: config change history• Smart rollback features

• Integrated Genesys SCI alarms• SNMP traps

• Email notifications• SMS alerts

• Audit agent configuration discrepancies

• Audit DN configuration discrepancies

• Disconnect/logout agents remotely

• Agent matrix reports

• Configure, schedule skill, access group, capacity rule changes

• Plan single and recurrent changes based upon schedules

AuditGen

Operational Audit

AuditGen

Notifications

AuditGen

Technical Audit

• Multi-Environment/Customer• Multi-Tenant• Multi-User• Multi-Language

Notification calendarsNotification Rules • Custom & flexible calendars shared among users

• Custom rules for various notification areas


Unique and holistic approach to Configuration audit trail :

• No gaps in tracking all types of configuration changes

• Multi-customer/ Multi-environment, multi-tenant, multi-user, multi-language

• Quick single as well as bulk categorize your changes and application status records

A comprehensive set of configuration and audit reports

• Saves you time querying your configuration database and compiling data in Excel tables

• Saves you any dependency on skilled experts to extract configuration data for audit purposes

• Quick a access to a number of unique auditing capabilities (license & extension usage, GIM jobs, Application errors, Application configuration across environments, Application startups…)

Functional notification beyond technical alarms covering both system and user custom alerts (total flexibility through the combination of notification rules, channels and calendars)

Web2.0 rich and interactive presentation layer

• Focus on various report areas without overlapping screens nor cumbersome menu navigation

• Similarities with Genesys GUI keeps technical and business users in their comfort zones

• Access to multiple pre-filled filter criteria across all audit reports

Unique Features (1/2)


Unique Features (2/2)

Scheduling Configuration Change capabilities

AuditGen provides a unique modules that most users miss through Genesys tools:• Scheduling one time execution for immediate or a selected date and time• Scheduling of recurrent configuration updates based upon custom schedules• Scheduling individual as well as entire skill profiles• Reporting & Notifications of job results

AuditGen's Agent Configuration Manager :

• This module allows you to schedule agent’s skill, capacity rule and access group changes and get notified in case of success or failure of the scheduled job.

• AuditGen offers unique capabilities to track, visualize and manage scheduled jobs in a calendar web interface.

• AuditGen allows safe scheduling of bulk updates as submitted to a unique concept checking configuration server performance prior to applying any planned changes.

AuditGen's List Option Manager :

• This module allows you to plan changes to the options of all your object types (i.e options used to control routing strategies) get notified upon execution success or failure as well as view scheduled changes in a calendar web interface.


Feature Overview (1/3)

Configuration audit trail for all object types (Confserv & GAX) with one click categorization feature

Smart rollback features including rollback of routing strategy changes

Dynamic aggregated reports/charts for configuration change history

Easy access to all object details under familiar, CME like tab structure

Multiple Configuration reports

allowing you to browse and filter

all your Contact Centre configuration

Multiple audit reports to track

your platform usage:

-Reference configuration tracking

-Categorization of all application status changes

-Extension usage report, Extension State Report & License usage tracking

-Infomart job tracking

-Audit application errors (customize any type of errors you’d like to track)

-Audit application configuration & comparison across environments

Automated metric collection (URS CAPS and CPU&MEM for all your hosts with no additional agent technology)

AuditGen

Technical Audit

Configuration Audit Trail

Configuration Reports

Audit Reports


Audit Agent configuration: find out discrepancies between a reference agent and all remaining agents/persons based on any selected criteria

Audit DN configuration: detect any configuration discrepancies and highlight differences between any selected criteria for the selected DN/DN type

Audit Environment application discrepancies:

Compare application settings across

different environments & display

differences within context

Business metric configuration

and operational notifications

Audit real time agent states allowing

remote logout functionality for a selected media type

Scheduling of agent skills skill/level, Capacity rule, Access Group changes based on skill profiles and custom schedules & view scheduled jobs in MS outlook like calendar

Scheduling of routing strategy parameter changes (list options) based on custom schedules & view scheduled jobs in MS outlook like calendar

AuditGen

Operational Audit

Audit Business Configuration/Metrics

Configuration Scheduling

Audit Agent States



Notification Rules (what to notify):

-Custom rules for the various audit areas (config. changes, errors, business metrics)

-Configurable notification thresholds

Notification Calendars (when to notify):

-Calendars for notification days

-Calendar for exceptional days

Notification Channels (how to notify):

-System Notifications

• Custom SCI alarms

• Custom SNMP traps

• Email alerts with custom subject (external users)

-User Notifications

• Email alerts with custom subject (AuditGen users)

• SMS alerts with custom text

System & user specific notifications combining custom rules, calendars and channels

Notification history for audit trail purposes

AuditGen

Audit Notifications

Notification Rules (What)

Notification Calendars (When)

Notification Channels (How)



Questions

Please send your questions to [email protected]

mailto:[email protected]

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