It is a a fact that the efficiency of contact center operations often takes a hit through the lack of configuration scheduling capabilities. All Genesys users working closely or remotely with configuration and administration tools do miss a very useful feature consisting in the scheduling capabilities of most common configuration tasks and experience the following frustrations: -Lack of controlled real-time agent skill provisioning capabilities. -Lack of a consolidated view of changes planned by other teams. -Skill changes planned out of hours are constraining and incur higher costs. -Skill changes done during working hours are constraining for other adhoc activities. -Valuable time is wasted in generating and consolidating skill change reports. -Lack of timely visibility of planned skill changes as these are only available after they are executed. -Lack of real time and automated notification of any skill changes. How about if contact center managers could schedule agent skill changes during operating hours and still attend meetings and go about the rest of their business? How about if they could schedule agent skill changes out of hours without having to pay extra over time for supervisors to stay on site to carry out these tasks? Let’s extend the wish beyond and think of recurrent scheduling capabilities allowing certain contact center operations to schedule skills for any number of agents to be periodically reset to a certain level at the start of every week for example! The expectation is of course to enjoy the full automation of such feature and still get the appropriate notification when the job is completed. As all technical and operational Genesys users know, such features do currently not exist (in Genesys tools) and only translate some wishful thinking…Well, actually Not! Scheduling agent skill changes is possible and available through AuditGen with far more features than what you may wish for.

1. All rights reserved © www.AuditGen.com
“The
ul'mate
solu'on
for
the
Technical
and
Opera'onal
Audit
of
your
Genesys
Contact
Centre
pla9orm”
It’s
all
about
opera.ng
your
contact
Centre
pla4orm
more
efficiently!
AuditGen
is
more
than
just
a
solu'on
for
configura'on
audit
trail
!

2. All rights reserved © www.AuditGen.com
Configura'on
scheduling:
Benefits
&
ROI
AuditGen
vs
other
tools:
Scheduled
bulk
provisioning
Agent
Configura'on
Manager:
Overview
Agent
Configura'on
Manager:
Agent
Profiles
Agent
Configura'on
Manager:
Scheduling
jobs
Agent
Configura'on
Manager:
Skills
&
Skill
Profiles
Agent
Configura'on
Manager:
Job
details
report
Agent
Configura'on
Manager:
Job
calendar
view
Audit
Trail
Journal:
Tracking
skill
changes
Audit
Trail
Journal:
Rolling
back
skill
changes
Agent
Configura'on
Manager:
Email
noFficaFon
Agent
Configura'on
Manager:
Scheduled
jobs
report
Agent
Configura'on
Manager:
Scheduled
jobs
chart
AuditGen
ACM:
Agent
Configura'on
Manager
“AuditGen
provides
unique
configura8on
scheduling
capabili8es”

3. All rights reserved © www.AuditGen.com
ConfiguraFon
Scheduling:
Benefits
&
ROI
• Lack
of
controlled
real-­‐Fme
agent
provisioning
capabiliFes.
• Lack
of
a
consolidated
view
of
changes
planned
by
other
teams.
• Agent
changes
planned
out
of
hours
are
constraining
and
and
incur
higher
costs.
• Agent
changes
done
during
working
hours
are
constraining
for
other
adhoc
acFviFes.
• Valuable
Fme
is
wasted
in
generaFng
and
consolidaFng
skill
change
reports.
• Lack
of
Fmely
visibility
of
planned
skill
and
other
agent
changes
as
these
are
only
available
aNer
they
are
executed.
• Lack
of
real
Fme
and
automated
noFficaFon
of
any
Agent
configuraFon
changes.
• Automated,
real-­‐Fme
controlled
and
flexible
provisioning
of
agent
configuraFon.
• Web
access
to
all
planned
agent
changes
can
be
shared
among
supervisors
&
managers.
• UnaKended
and
fully
automated
execu'on
of
any
planned
agent
changes
out
of
hours.
• Agent
Skills
&
other
changes
can
be
planned
and
executed
during
working
hours
with
No
'me
constraints.
• Time
savings
as
consolidated
skill
change
reports
are
available
for
both
real
Fme
&
aggregated
historical
Fme
periods.
• Real-­‐'me
repor'ng
and
tracking
of
planned
jobs
as
well
as
executed
Agent
changes.
• Personal
no'fica'on
with
the
details
and
result
of
every
planned
job.
Contact
Centers
without
Agent
scheduling
capabili'es
Contact
Centers
with
Agent
scheduling
capabili'es

4. All rights reserved © www.AuditGen.com
• AuditGen
allows
immediate
or
deferred
as
well
as
single
or
recurrent
agent
configura'on
changes
through
its
scheduling
capabiliFes.
• AuditGen
has
a
built-­‐in
intelligent
throKling
mechanism
that
checks
and
compares
the
current
configura'on
server
CPU
load
against
a
tolerated
max
threshold
beyond
which
planned
skill
changes
are
delayed.
• AuditGen
checks
every
agent’s
current
configura'on
(i.e
skill
set)
before
execu'ng
any
planned
changes.
• AuditGen
provides
agent
provisioning
funcFon
through
its
role
based
web
applicaFon.
• Skill
level
start,
end
and
increments
can
be
customised
for
each
user
group
through
AuditGen’s
admin
area.
AuditGen
vs.
Other
tools:
Scheduled
bulk
Provisioning
• No
other
tool
currently
provides
agent
configura'on
scheduling
capabiliFes.
• Other
tools
only
check
that
X
number
of
changes
are
done
within
Y
minutes,
which
does
not
prevent
potenFal
impacts
on
performance
as
these
tools
operate
without
considering
the
current
load
of
Genesys
configuraFon
server.
• Other
tools
apply
changes
without
prior
verifica'on
of
agent
skills/skill
levels.
• Bulk
agent
skill
or
other
configuraFon
changes
consist
in
manual
injec'on
of
configuraFon
files
without
a
web
based
tool
(separate
thick
client).
• CustomisaFon
is
only
done
through
manual
changes
to
configuraFon
files
and
reloading
these.
AuditGen’s
scheduled
bulk
provisioning
Other
tool’s
bulk
provisioning

5. All rights reserved © www.AuditGen.com
• Search
and
filter
agents
based
on
tenant,
groups,
skills
and
agent
aXributes.
• Browse
filtered
agents
and
their
corresponding
current
skills
then
select
agents
to
be
updated.
• Apply
a
agent
profile
or
select
skills/
skill
levels
to
be
added,
updated
or
deleted
(*)
• Define
job
details:
name,
type,
frequency
and
required
noFficaFon.
Detailed
skill
change
report
in
table
format
consolidaFng
the
list
of
all
jobs,
status,
planned
and
execuFon
Fmes
Outlook
style
calendar
showing
all
planned
and
executed
jobs
including
impacted
agents
and
details
of
skill
changes
for
every
in
the
calendar
Historical
report
with
dynamic
aggregaFon
capabiliFes
for
detailed
trend
analysis
Historical
chart
with
dynamic
aggregaFon
and
zoom
capabiliFes
for
visual
trend
analysis
Schedule
agent
skill
changes
in
4
easy
steps
Track
planned
skill
changes
in
4
different
ways
1
2
3
4
1
2
3
4
Agent
ConfguraFon
Manager:
Overview
(*)
Note:
In
the
admin
area,
enFtled
users
can
define
the
min,
max
as
well
as
skill
level
increment

6. All rights reserved © www.AuditGen.com
Agent
ConfguraFon
Manager:
Agent
Profiles
• Preconfigure
agent
profiles
to
be
applied
to
any
selected
number
of
agents
• Agent
profiles
can
contain
either
of
the
3
configuraFon
elements:
• Capacity
Rule:
• Skills/Skill
levels
• Access
Groups
• Agent
profiles
do
not
have
to
include
all
above
3
configuraFon
elements
and
can
for
example
only
have
skills
or
capacity
rule
configued
in
it.
• Agent
profiles
represent
a
set
of
configuraFon
combining
any
of
the
3
elements
(capacity
rule,
access
groups,
skills)
that
can
be
applied
to
agents
without
having
to
add/delete/update
individual
configuraFon
lements
every
Fme.
• Assigning
a
skill
profile
to
an
agent
removes
all
exisFng
skills
and
adds
only
the
skills
and/or
access
groups
and/or
capacity
rule
defined
in
the
profile
NEW
!

7. All rights reserved © www.AuditGen.com
Agent
ConfguraFon
Manager:
:
Agent
Profiles
Select
tenant
Display
configura'on
elements
3
4
List
of
available
skill
profiles
1
Select
capacity
rule
5
Select
skills/
skill
levels
6
Select
Access
Groups
7
Add/remove
item
Select
skill
level
(start/
end
/
increment
can
be
adjusted
in
admin
area)
Profile
name
&
descrip'on
2

8. All rights reserved © www.AuditGen.com
Agent
ConfiguraFon
Manager:
Scheduling
Wizard
(1:
Select
Agents)
Browse
and
select
agents
for
whom
you
want
to
schedule
any
type
of
skill
changes
NEW
!
Browse
and
review
every
Agent
Skills/Skill
levels

9. All rights reserved © www.AuditGen.com
Agent
ConfiguraFon
Manager:
Scheduling
Wizard
(1:
Select
Agent
Groups)
Browse
and
select
Agent
Groups
for
which
you
want
to
schedule
any
type
of
skill
changes
Browse
and
review
each
VAG
skill
expression

10. All rights reserved © www.AuditGen.com
Agent
ConfiguraFon
Manager:
Scheduling
Wizard
(2:
Select
Agent
Profiles)
Select
an
Agent
profile
to
apply
:
Capacity
rule,
Access
Groups
and
Skills/Skill
levels
configured
in
the
selected
profile
Move
agents
to
a
different
target
folder
following
skill
changes
(opFonal)

11. All rights reserved © www.AuditGen.com
Agent
ConfiguraFon
Manager:
Scheduling
Wizard
(2:
Select
Agent
Skills)
Select
skill
level
(start/end/increment
can
be
adjusted
in
admin
area)
Add/Delete/Update
skill
Select
skill
from
list
Move
agents
to
a
different
target
folder
following
skill
changes
(opFonal)

12. All rights reserved © www.AuditGen.com
Agent
ConfiguraFon
Manager:
Scheduling
Wizard
(3:
Select
Schedule)
• Schedule
for
immediate
execuFon
• Schedule
job
once
• Schedule
job
based
on
custom
schedule
NoFficaFon
of
job
result

13. All rights reserved © www.AuditGen.com
Agent
ConfiguraFon
Manager:
Scheduling
Wizard
(4:
Schedule
Job)
Review
your
configured
job
before
validaFng
the
selected
execuFon
schedule

14. All rights reserved © www.AuditGen.com
Agent
ConfiguraFon
Manager:
:
Job
Repor'ng
Slider
to
control
the
number
of
displayed
records
Search
panel
to
filter
planned
job
record
history
Job
status
idenFfied
by
color.
Planned
jobs
can
be
cancelled
Refresh
&
Export
report
to
MS
Word
&
Excel
Click
on
‘view
details’
link
to
display
for
every
planned
job:
• Type
of
change
• Skill
changed/added/deleted
• Skill
level
Click
on
‘view
details’
link
to
display
for
every
planned
job:
• List
of
selected
&
updated
agents

15. All rights reserved © www.AuditGen.com
Agent
ConfiguraFon
Manager:
:
Job
calendar
view
More
than
what
you
get
in
any
MS
outlook
type
calendar:
click
to
View
job
info
details
in
the
«
Event
details
»
panel
«
Job
Info
»
tab
showing:
-­‐Recurrenc
type
-­‐When
was
the
job
planned
-­‐When
was
the
job
executed
-­‐Who
has
planned/executed
the
job
Jobs
highlighted
in
colors
allaowing
to
easily
spot
their
current
status
«
Job
Details
»
tab
displays:
• List
of
all
impacted
agents
• List
of
planned
skill
changes
Agent
Profile
data
tabs

16. All rights reserved © www.AuditGen.com
Audit
Trail
Journal:
Tracking
Configura'on
changes
Once
any
job
is
executed,
the
changes
will
be
tracked
and
displayed
within
the
AuditGen
«
Audit
trail
Journal
»
AddiFons,
deleFons
and
updates
are
tracked
for
each
agent
and
displayed
in
custom
colors
(user
preferences)
A
record
is
generated
for
every
agent
and
displays
details
of
all
simultaneous
skill
changes
Display
all
skills
or
only
changed
skills/skill
levels
Previous
value
in
each
field’s
toolFp

17. All rights reserved © www.AuditGen.com
Audit
Trail
Journal:
Rolling
back
skill
changes
Individual
skill
changes
can
be
rolled
back
for
every
agent
with
one
simple
click
Genesys
Object
specific
tabs
AuditGen
specific
tabs
Audit
Trail:
object
change
history
Notes:
fully
featured
text
editor
OpraFon
type
(deleFon,
update,
addiFon)
Current
value
Previous
value
• Access
to
all
configuraFon
change
details
is
within
context.
• No
need
to
navigate
away
or
back
and
forth
between
reports
Change
summary
tab

18. All rights reserved © www.AuditGen.com
Agent
ConfiguraFon
Manager:
:
Email
No'fica'on
When
users
choose
to
be
noFfied
of
job
results,
this
is
a
sample
email
type
they’d
get
(not
just
a
URL
link
they
may
not
be
able
to
access
when
outside
of
company’s
secure
network).
AuditGen
has
the
intelligence
to
only
execute
planned
jobs
aNer
checking
current
configuraFon:
A
configuraFon
update
is
only
executed
when
the
current
agent
skill/skill
level
does
not
match
with
the
planned
acFon
(updated/added/deleted
skill
or
skill
level)
List
of
impacted
agents
(configured
in
your
scheduled
job)
List
of
skills/skill
levels
&
change
type
applied
to
the
selected
agents
for
the
scheduled
job
Status
of
your
scheduled
job
Job
name
and
Start/End
Fme
of
its
execuFon

19. All rights reserved © www.AuditGen.com
Agent
ConfiguraFon
Manager:
:
Scheduled
Jobs
Report
Select
your
aggregaFon
interval
and
dynamically
generate
your
consolidate
report
of
all
scheduled
jobs
All
AuditGen
reports
can
be
exported
into
MS
Excel
and
Word
then
printed
to
PDF
or
sent
to
any
other
printer
driver
Search
panel
to
filter
planned/
executed
job
history

20. All rights reserved © www.AuditGen.com
Cross
browser
compaFble
dynamic
charts
Agent
ConfiguraFon
Manager:
:
Scheduled
Jobs
Chart
Select
your
aggregaFon
interval
and
dynamically
generate
your
consolidated
chart
of
all
scheduled
jobs
Job
status:
hide/unhide
series
by
clicking
on
the
corresponding
icon
in
the
chart
legend
Search
panel
to
filter
planned/
executed
job
history

21. All rights reserved © www.AuditGen.com
Questions
Please
send
your
quesFons
to
support@auditgen.com