Audit tool for Genesys. A quick glance at the advantages of AuditGen over other alternative tools.

1. How does AuditGen compare to other alternatives?
Architecture and compliance with Genesys
User Interface and similarities with Genesys
Business Continuity
Features and Capabilities
Use Cases & Selection Model
Audit Tools for Genesys Platforms

2. Architecture
Compliance with Genesys

3. Alternative
audit solution
Audit solution DB
SQL Server Only!
Genesys
Config Server
Genesys
Message Server
SQL Access to Genesys configuration
server database is NOT the standard
Genesys interface and is typically Not
recommended by Genesys support
Genesys Platform SDK is the only
standard interface!
No uniform access to Genesys:
SQL queries for read operations and
PSDK methods for write operations
Requiring an access to the Genesys
Log Database adds unnecessary risk
and dependency
Genesys Config
DB
(SQL/Oracle)
Genesys Log
DB
(SQL/Oracle)
Are other alternatives really compliant with Genesys interface guidelines?
Genesys Server components Own Solution components
Other tools Architecture: Compliance with Genesys Standards
Write operations
require
Platform SDK
SQLSQL
Sample other tool architecture

4. AuditGen
Core Service
Genesys
CS Proxy
Genesys
Config Server Genesys
SIP/IXN Server
Genesys
TServer
Genesys
Message Server
Genesys
StatServer
Platform SDK
AuditGen has major advantages over other solutions:
AuditGen does NOT interface directly to the Genesys Configuration
database. It only uses the standard Genesys Platform SDK methods
AuditGen does NOT interface directly to the Genesys Log database and is
NOT dependent on log events being written into it. The Log DB can be
completely switched off.
No dependency on any
Genesys databases!
Connections only based on
standard Genesys APIs
AuditGen Architecture: Compliance with Genesys Standards
Using the Platform SDK instead of direct SQL access to Genesys databases
ensures compliance with Genesys interface standards

5. Does the audit solution support both SQL Server and Oracle RDBMS?
AuditGen vs Alternative Architectures: RDBMS support
Sample other tool architectureAuditGen architecture
Web Server
IIS Webserver
AuditGen Web
Application
AuditGen
Data Service
AuditGen
Core Service
Genesys
TServer/SIP Server
Genesys
Config Server
AuditGen DB
(MSSQL/Oracle)
Platform SDK
Alternative audit
solution
Audit solution DB
SQL Server Only!
Genesys Config DB
(SQL/Oracle)
Genesys Log DB
(SQL/Oracle)
SQLSQL
Genesys
Message Server
Genesys
Config Server
SQL server only !
SQL server & Oracle
Standard
interface
Non standard
interface
Genesys Stat
Server
Genesys Message
Server

6. User Interface
Similarities with Genesys
AuditGen & the Competition

7. Do alternative tools provide similarities with Genesys tools like AuditGen does?
Displaying existing and changed data under the same tabs as Genesys enables optimal
user experience as the information is made available in the same context across all tools.
All features are available through the same web interface (no thick client required)
What makes up the User friendliness of a web based interface?
AuditGen answers this question by offering the following features:
Easy navigation using familiar paradigms (i.e Outlook and Administrator navigation)
Expandable panels for optimal focus control on specific screen areas
Dynamic charts (with cross browser compatibility)
Multiple pre-filled search and filter criteria that can be adjusted without navigating away
Refresh capabilities without reloading the entire page
Export capabilities (to MS word and Excel) on each report
Rich Web 2.0 HTML web interface with desktop equivalent UI richness and interactivity
Control column sorting (click on headers)
Move column positions (drag and drop)
Resize columns (drag and resize)
User Interface: AuditGen vs. The Competition

8. AuditGen tracks
AuditGen tracks and highlights data under the same tabs as Genesys tools, providing you
with intuitive navigation and feature rich web based user interface
User Interface: AuditGen
Removed Create privilegeDeleted Access Group
Granted Read & Change
Permissions privilegesAdded Access Group
AuditGen
audit trail
journal
AuditGen specific tabs
Audit Trail: object change history
Notes: fully featured text editor
Expandable search area with pre-
filled search criteria
One-click bulk categorization of
any selected change records
Export report to MS Excel & Word
Custom auto-refresh capabilities
Genesys Object specific tabs
Rollback enabled for all types of
permission changes

9. Features & Capabilities
AuditGen & the Competition

10. Features & Capabilities (1): AuditGen vs. The Competition
AuditGen What unique and differentiating features does AuditGen offer compared to
other alternatives for similar capabilities?
Other
Tools
Audit Trail
Yes Changes are displayed within context showing the same object tabs as Genesys tools No
Roll Back
Yes Rollback of routing strategies No
Yes Rollback of permissions and application account changes No
Notifications
Yes Raise alarms back into genesys SCI/ Administrator No
Comparing Configuration
Yes Compare configuration of applications, agents and all DN types within Genesys context No
Security
Yes Encryption of Genesys passwords in configuration files and database tables No
Performance
Yes Data flow (XML) is compressed for optimal network usage an database storage No
Yes Check of configuration server CPU load before applying scheduled agent skill changes! No

11. Features & Capabilities (2): AuditGen vs. The Competition
AuditGen What other unique features does AuditGen offer above and beyond the
competition?
Other
Tools
Configuration Sheduling Capabilities
Yes Single as well as recurrent scheduling of agent skill changes No
Yes Single as well as recurrent scheduling of transaction list option changes No
Technical Audit Reports
Yes Consolidated permission report (for all access groups and objects) No
Yes Extension usage and outage (frequency & duration) tracking No
Yes Track & Report on CAPS metrics (real time load of your contact centre platform) No
Yes Track CPU & MEM usage (without using scripts on any of the monitored hosts) No
Yes Track & report on selective application errors during specified time periods No
Operational Reports
Yes Controlling agent status remotely through a web interface No
Yes Multiple agent matrix style reports (skills, agent groups, access groups) No
Functional Notifications
Yes Configure and raise notifications based on business metrics No

12. What happens when your audit solution gets disconnected from your
Genesys environment?
Network disconnections or hardware outages can never be totally avoided.
Can other alternative audit tools handle such scenarios to ensure business
continuity like the AuditGen solution does?
AuditGen is capable of tracking configuration changes made to existing
objects whilst disconnected from Genesys Framework
AuditGen is capable of tracking additions of new objects done whilst
disconnected from Genesys Framework
AuditGen is capable of tracking deletions of existing objects done whilst
disconnected from Genesys Framework
AuditGen is capable of tracking permission changes to existing objects done
whilst disconnected from Genesys Framework
AuditGen: Support of Business Continuity

13. Use Cases & Selection Model
AuditGen & the Competition

14. Selection Model & Use Cases
In order to conduct a full comparison of AuditGen with similar tools, you can
download the following documents from www.auditgen.com
Selection Model (MS Excel sheet) :
• This model is based on the « Analytical Hierarchy Process » method.
• You can define the importance of each selection criteria/sub-criteria by
assigning the corresponding weightings according to your requirements.
• You can attribute scores to each subcriteria based on the compliance level
• The model automatically calculates the total weighted scoring based on your
input
Use Cases (PDF Document) :
• These correspond to the criteria/sub-criteria referenced in the selection model
and describe each feature and its corresponding expected result to help you
indentify the compliance level and attribute the scores accordingly