Proactive Performance Monitoring for Genesys Call Centers


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  • Perficient an Alcatel-Lucent business partner specializing in the sales, deployment and integration of VitalSuite Performance Monitoring and Alerting software. Perficient was named Business Partner of the Year for 2010 because of our high level of service we provide our mutual customer.
  • So what is the Dynamic Call CenterThe Dynamic Call Center is made up of four components.Network – Ensuring the delivery is timely, having the right capacity and expected performance so the people that are customer facing can do their job at the best of their ability.People – These are the that are customer facing. Understanding the impact of performance of the infrastructure is critical in their delivery. Process – The people drive the processes in a contact center. The process is support by the applications the people use daily.Knowledge – The process is created from the knowledge learned and information gain from customers. Know what product and services customer require and making the delivery predictable and repeatable on each and every call.
  • The main objects of any contact center is either customer retention or revenue generating. Increasing employee job satisfaction is reflected outwards and noticed by customers. It also reduces staff turn over leading to better trained contact center staff.The experience any customer has when dealing with the contact center should be the same no matter the location. Agents can be located in corporate office or working from remote.
  • Contact centers performance monitoring covers to distinct areas:Staff and call flow – monitoring staffing levels, having people with the right training to handle different types of calls, being able to schedule based on passed trends and future campaigns.Application and Network Infrastructure – this is monitoring the infrastructure that delivers the service. Knowing and predicting application and infrastructure performance, being able to know when added capacity is required and where it is needed, applying and monitoring the SLA for application and network to ensure contact center agents can perform at their optimum levels. This in turn provides a good experience to customers.
  • What frustrates customersWaiting on hold too long - This is a classic frustration and the typical answer is to assign more people to handle the call volume. This may not always be the answer because what if the contact center is maxed out and can not support any more bodies – all seats taken at the workstation.Customers having to repeat information multiple times – Another typical problem, customers calls in, is prompted to enter the account information via the IVR only to be asked again by the contact center agent. This leaves the customer wondering what happen to the information they just entered.Longer then average call resolution time – No matter the type of call, inbound/outbound, chat or email you need to get to a resolution as quickly as possible. Having critical information readily available will only aid in the time to complete the call. The quick the resolution, the happier the customer.Being put on hold multiple times – Another classic issue. Agent puts the customer on hold multiple time possibly because of the next point, not having all the information. The customer perceives this as poor agent support, training or lack of efficiency or even poorly run company.What frustrates call center agentsSlow or no application response – Nothing worse then having a customer on the line trying to resolve an issue when the application on their screen is not responding. Providing pertinent information they require in a timely matter will reduce the time to resolve the call. The happier the customer is, the happier the agent is knowing they provided good service. Random computer issues – Contact center staff are customer facing. When they have computer issues affecting they ability to help customers, that frustration is transmitted through the phone to the end customer.
  • In order to provide the ability for contact center agents to perform at the optimum, monitoring the Genesys platform and all that supports it helps eliminate Ghosts in the Machine and removing Another Brick in the Road. To do this we need to be Looking for Errors in all the right places.That means “Taking Care of Business”
  • Call centers need to be Dynamic to handle the changing daily needs. That mean to understand performance and monitor the infrastructure with proactive tools Customers expect the very best in customer service Increasing call agents efficiency will reduce call time that will increase the number of calls handled by days end. Proactive monitoring in real-time will provide immediate notification to understand the impact and aid in the root cause analysis. Asset allocation, knowing when and where to add capacity based on real trend analysis. At the end of the day, it’s important to increase the over all efficiency that will over time reduce downtime.
  • Monitoring the Genesys means looking at all aspects that make up the solution. Understanding the what the Contact Center Agents are experiencing with desktop applications, looking at VoIP voice quality and network usage, monitoring the various components with in Genesys such as T-Servers, monitor all the back end servers and application the run on them as well. Knowing how email, CRM or WEB servers are performing is critical to the over all delivery of a Genesys Call Center Solution.
  • Monitoring for performance from End to End and every point in between means decreasing call wait and resolution time while increasing the number of calls a contact center can handle on a daily basis. VitalSuite Proactive monitoring will reduce escalation.
  • Level 1 Reactive or best effort – most enterprises work in this mode, as events happen and affect availability, people get engaged to try and solve issues. Level 2 Proactive – setting thresholds for performance and receiving notification before availability is affected; looking at usage and monitoring for trends to help predict problems before they escalate.Level 3 Services – The applications drive the services, so understanding the End to End availability and response time is mission critical; Looking at capacity to know when and where to provide more resources, intelligent asset allocation.Level 4 Value – Every IT Department wants to add value to the goals of their enterprise. By providing a verifiable SLA ensures they become more service aware. Call center is not just an application but a mission critical service to the enterprise’s line of business.
  • Taking a look at all the components to monitor with in a large Genesys infrastructure means monitoring End to End and every point in between. Knowing the performance of the back end servers and application running on those server. Looking at all the server hosting Genesys components such as T-Servers, Universal Routing Servers, SIP Server, Config Servers and GVP servers. Also looking a components running on GVP such as text to speak. Also know the call statistics like number of successful vs fail calls, number of call rejects and when they happened. Analyzing network performance of you routers, switches and circuits and if Voice Over is part of your deployment as well, then looking at how network utilization affects voice call quality. Monitoring the QoS is another very important aspect. For the Voice Over components, looking not only at the call server or media gateways but also down to the IP Phone. Monitoring the MOS and R-Factor scores. Tracking application performance from an end-users perspective provides insight to exactly what a contact center agent is experience. When and by how much are delays affecting their productivity on a day to day or hour to hour basis. Find out where efficiencies can be gained only improves their ability to deliver your companies message.
  • VitalNET collects these statistics directly from Genesys.These monitoring points provide call volume on either a minute by minute basis but also by the hour, day, week and month. It also provides the ability to look at trouble indicators such as rejected calls by the minute, hour, day, week or month as well. For Genesys Solution Control Server (SCS) version 8, SCS T-Server Link – messages transmitted (#, avg rate, peak rate), messages received (#, avg rate, peakrate) is also included
  • Monitoring statistics for Genesys is knowing what exactly is happening throughout the day. Looking at the number of calls on each T-Server or SIP-Server. Being able to know exactly when call failures or rejects begin to happen and getting someone alerted before it escalates.
  • Monitoring Genesys means understanding all the server to server communication. Understanding the IP flow, number of transaction and if there any issues between them such as TCP connection drops or high latency. This especially true when monitoring communications between two T-Servers when they are in separate Data Centers. What happens when the communication between a primary T-Server and its failover partner drops momentarily. The failover T-Server communicates with the PBX to change the call route point. In the mean time TCP recovered and the failover T-Server returns to failover mode but calls may have been already routed to the failover T-Server. Those calls will be abandon or lost.
  • VitalSuite provides simplified view of all key performance indicators and how they affect the operation of the call centre like VoIP Quality.
  • In the past monitor Genesys meant only looking a Agent call performance. Now we need to look at all aspects including network elements because those links provided the plumbing to delivery the content the Concenter Center Agents require to do their job. Looking at network interfaces and connections for congestion and errors, understand when issues start to surface, where to look for a root cause.
  • Customer databases, email, DNS, web apps are all critical to the operation of the contact center. Understand the End to End performance from an end user’s perspective provides insight into the concenter center agent’s experience in real-time. Having this kind of detailed information to make decisions presents new insight into application performance.
  • Network wide performance management provides a complete overview of the enterprise's physical infrastructureMaximum uptime as a result of proactive performance monitoring and network-wide visibility across the entire IT infrastructure Increased Quality of Service by improving available bandwidth and managing time sensitive servicesInvestment protection: VitalSuite integrates easily with existing and emerging technologiesImproved IT efficiencies and reduced cost by centrally managing network performanceLow cost of ownership - reduce CapEx and OpEx outlays with a simple, economical licensing model, cut training time and expense with an easy to use web-based management interfaceSimple and effective capacity planningFast, easy deployment: identify trouble spots, verify Service Level Agreement (SLA) compliance and optimize resource utilizationEnhanced end-user experiences: access real-time data to identify performance issues before they affect usersImmediate ROI: track usage data to consolidate or eliminate operational resources
  • The biggest advantages to proactive monitoring with VitalSuite include:Increasing the quality of service delivered so customers have a good experience each and every time.Reduce Cost to the over all management of the call center since we now driving more efficiencies. Being able to hand more calls with the same number of agents.Increase Revenue by ensure those application and services are available when a call center agent requires to close more business. Having the ability to generate mores call per day per agent provides greater sales for the enterprise.
  • Proactive Performance Monitoring for Genesys Call Centers

    1. 1. Proactive Performance Monitoring for a Genesys Contact Center
    2. 2. Monitoring the Dynamic Contact CenterWhat is the Dynamic Contact Center?1. Network2. People3. Process4. Knowledge
    3. 3. Executive SummaryVitalSuite is a Network Infrastructure and Application Monitoringsoftware tool. Enterprises implement VitalSuite to measure end-to-endnetwork and application performance to improve availability andresponse time and prevent problems from occurring in the first place.VitalSuite delivers: Deep insight and visibility into the entire network infrastructure across multiplevendors, devices, and geographies. Continuous measurement of performance and quality of service while reportingSLAs. Threshold settings and alerts that provide advance warning of potential problemsbefore they affect quality or performance and end user experience. Actionable information to solve issues faster and prevent problems from re-occurringProvide learned multi-level additive thresholding based on behavior over time. Inform right away on effect of human intervention and mistake.
    4. 4. Paradigm shift in OperationMoving from reactive action model and problemssolving operation process to a proactive operationorganization:  Proactive monitoring via VitalSuite is at the center of this change  Meaningful information provides the keys to action in solving problematic event before they cause an outage  Meaningful information with normal traffic/activity behavior in relation with time and normal deviation
    5. 5. Managing proactively the performance of a Genesyscontact center is made up to two distinct areas  Contact Center staff and call flow  Application and Network Infrastructure
    6. 6. What frustrates Customers  Waiting on hold too long  Having to repeat information  Longer then average call resolution time  Being put on hold multiple times  Agent lack of informationWhat frustrates Contact Center Agents  Slow application response or no response at all  Random computer issues
    7. 7. Taking Care of Business!• Ghost in the machine  Lack of visibility into environment issues  Intermittent issues• Another Brick in the Road  Slow delivery of pertinent data to Contact Center Agent desktop  Lost calls because of routing configuration changes• Looking for Errors in all the Wrong Places  Reduce time to trouble shoot issues, quicker root cause analyses  Reporting on trends and anticipating capacity
    8. 8. Contact Center Infrastructure PerformancePerformance problems with infrastructure components can occur that are not easy to detect using Genesys tools alone Poor VoIP Server QoS Memory utilization too high Call Center PBX Agents Server response slow Interface overloaded All contact center components must work well together to provide optimal Contact Center infrastructure performance
    9. 9. Contact Center Infrastructure PerformancePerformance problems with infrastructure components can escalate and causes poor QoS if they are not resolved quickly Cannot hear Cannot access customer Server Calls Dropped Server Down Call Center PBX Agents Network Application Connectivity not Lost responding Transaction hung High Network Latency
    10. 10. Performance Monitoring of a Contact Center SIP SoftphoneSupervisor PC Media gateway Switches Web Servers GVP Call Center Applications CONFIG Agent PC CRM Server Agent Routers Passive Call Server IPD/IDS IP-Phone URS DataBase Wallboard Server Call Servers Firewalls SIP-Phone T-Server Softphone E-mail Server
    11. 11. Performance Monitoring of a Contact CenterGenesys Customers Contact Center Network • Solution Control Server Agents (SCS) Devices • T-Servers • Local Control Agent (LCA) IP PBX • Universal Routing Server Config Server (URS) • Interactive Voice Response SCS Composer (IVR) Message Server • Computer Telephony MCP Integration (CTI) T-Servers IVRGVP 8 RM • Composer Voice LCA CTI • Media Control Platform (MCP) CCP • Resource Manager (RM) URS App Server • Call Control Platform (CCP) RS • Reporting Server (RS) ServerSIP DBMS GVP 8 Servers
    12. 12. VitalSuite Heat Chart is your performance Dash BoardKey Performance Indicators illuminate the hot spotswith drill down to problematic issues. Network Performance Heat Chart Application Performance Heat Chart
    13. 13. Monitoring Genesys Means Knowing not Guessing
    14. 14. Genesys Server to ServerUnderstanding the server to server communication between Genesys components Message CTI Link Server Inbound call T-Server from PBX LCA Log DB Solution Solution Control Server Control Server Interface Config Stat Server Server Config DB Log DB URS Server
    15. 15. Voice Quality Vital to your Business VoIP QoS Details and Network VoIP Quality Utilization Quality by DayVoIP Quality and NetworkUtilization Quality by Day VoIP Quality by Day
    16. 16. LAN/WAN/Device Monitoring is the Missing Link Network Alarms
    17. 17. Business Critical Applications Application monitoring from the End-User’s perspectiveAverage Transaction Time Server Load Network Latency Client Time
    18. 18. Genesys SIP ServerStatistics from StatsServer via SDK• Peak/Avg Call Abandoned• Peak/Avg/Total Call in Queue• Peak/Avg Call Cleared• Peak/Avg/Total Call GUI Entered Displays, R eports, Alar• Peak/Avg Call Answered ms• Pct Call In Queue VitalNet Genesys• Pct Call Abandoned Server Genesys• Pct Call Cleared Server Genesys• Pct Call Answered Genesys Server Stats Server 21 | VitalSuite Release 11
    19. 19. Genesys Integration - Enhanced SIP Monitoring• VitalNet : Customers Contact Center • SIP message stats Network Agents• VitalApps : Devices • SIP Application Expert Module IP PBX Config ServerBoth approaches are intended to be useful for monitoring any Composer SIP server, including Genesys SCS Message Server MCP SSG IVRVitalNet Monitor SIP RM stats GA CTI CCP URS App Server Monitor RS SIP Application SIP Server DBMS Response GVP 8 ServersVital Agent
    20. 20. VitalNet SIP Message Stats• VitalNet Collects SIP GUI Displays, Reports, Alarms message stats • via message collection module on SIP server• Message Counts by type: • Requests: • Invite, ACK, Register, Subscribe, BYE, etc. • Responses: VitalNet • 100 Trying, 200 OK, 400 SIP Server Error, etc. VitalNet SIP SIP Collector Messages
    21. 21. SIP Expert ModuleDesktop PC runs VitalAgent • New VitalAgent Expert Module to monitor SIP transaction types (Register, Call Setup, Bye, etc.) • Report SIP transaction response stats to VitalApps (Transaction Count, Response Time) GUI VitalApps Displays and Agent Reports upload VitalAgent SIP Expert Module SIP Server SIP User Desktop Transactions
    22. 22. What’$ the Payback Contact Center per Agent Analysis Hrs Min Sec Calls Disappearing Revenue Working hours 8 480 28800 Average Transaction Time 5 300 Average # Possible Transactions 96 Delay in application / network 10 New Average Transaction Time 310 Reduced # Transactions 92 # of Transactions Lost per day 4 Time Lost per Agent Time•Delay in network/application per Transaction 10 (sec)•Total Transaction Time Lost per day 1200 (sec)•1 month (30 days) Time Lost 10 (hours)•1 year Time Lost 120 Hours Revenue Lost per Agent USD•One Transaction Value $ 10.00•Total Transaction Value lost per day $ 40.00•1 month (30 days) Value Lost $ 1200.00•1 year Value Lost $ 14,400.00
    23. 23. VitalSuite Network & Application Monitoring provides• Network wide performance management• Maximum uptime• Increased Quality of Service• Investment protection• Improved IT efficiencies and reduced cost• Low cost of ownership - reduce CapEx and OpEx• Simple and effective capacity planning ROI Study Results• Fast, easy deployment Normalized for Company Size• Enhanced end-user experiences Average per 100• Immediate ROI Users IT Productivity Savings $ 8,293 User Productivity Savings $ 9,316 IT Efficiency Savings $ 1,464 Other Cost Savings $ 312 Total Cost Savings $ 19,385
    24. 24. Summary• Proactive Contact Center monitoring.• Single view of alerts (dashboard) of the entire call center performance to monitor its performance behavior• Maximize return on investment by reporting on all the elements that make up the contact center.• Understanding when and where to add resources to adjust to changing load.• Provide meaningful SLA reporting to business units.
    25. 25. Conclusion1.People • Better Customer to Agent experience • Meaningful information to the right people at the right time2.Processes • Holistic View of the Dynamic Contact Center • Proactive vs Reactive3.Network • Predicable and controllable Service Level Assurance • Increase service availability and response4.Knowledge • Business insight to all Application Performance • Asset Management / Capacity Planning – Maximize Return on Investment
    26. 26. VitalSuite Performance MonitoringQuestions?