This document describes the CIMplicityTM Visualizer tool. It allows contact center analysts to more quickly resolve issues, reduce downtime, and improve the customer experience by visually consolidating and filtering logs and events. Analysts can view interactions visually, intuitively filter data, and see event details to isolate issues in a fraction of the time it would take with traditional manual methods. The tool processes various log file types, allows powerful filtering through queries, and can automatically collect and manage log data from multiple sites.

1. HIGHLIGHTS
CIMplicity™ Visualizer
•Zero-in on issues
•Dramatically shorten problem resolution time
•Reduce escalations
•Reduce manual tracking of calls and events
•Automatic consolidation of logs and events
•Improve customer experience
•Save the day
Solve Problems instead of Search Data
Contact Centers have become a collection of complex
software processes that generate a tremendous amount
of interaction data. Most contact centers rely on
traditional analysis tools, such as manual data gathering,
text editors and generic log analysis tools in an attempt to
resolve issues. This approach is always time consuming
and often yields inconclusive answers.
With CIMplicity™ Visualizer you will:
• Resolve issues faster
• Reduce downtime
• Improve customer experience
Stop Wasting Time
Investigating a customer experience from cradle to grave
often requires the retrieval of dozens of different log files.
Without trouble call information, researching a single
event could take an analyst several hours to manually
locate and trace the call.
Make Better Decisions
Data visualization is more than just pie charts and pretty pictures. By deploying CIMplicity™ Visualizer, support
analysts can use minimal trouble-ticket information to quickly and easily filter calls and events required to isolate an
issue and find a resolution. A color-coded dashboard intuitively presents all relevant events in a fraction of the time.
Visualizer even shows the associated configuration settings at the time of the call. For example, if an agent skill
changes before or after an event, Visualizer shows the settings at the time of the event - no more blind speculation.
Clear data and definitive answers build confidence in the system and give the organization the ability to manage
every customer experience.
“Collecting logs, identifying where the
problem call is, and combining the
associated interactions previously took
eight hours with our systems. Now, with
Visualizer, we have reduced this task to
minutes.”
Director, North American Financial Institution,
with 5000 agents, 8000 calls per hour

2. ariasolutions.com
@ariasolutions
Visual View of Genesys LogsFeatures
Visualization of Interactions
Intuitive User Interface
• View activity visually
- Color coded activity
- Zoom in / out
Processes the following file types
• Immediate access to consolidated data
• TServer & Interaction Server Logs
[E-mail, Chat, and iWD]
• GPlus Adapters
[IEX, Aspect, Verint and Teleopti]
View event details in a separate pane
See the event details in corresponding log files
• Write filters using commands and event data
fields, such as AgentID or ConnID
• Matching activity is emphasized, while
unmatched activity is grayed out, but still visible
• Navigate through the matched events, skipping
unrelated events
Rapid filtering can be done quickly by clicking on event data, such as ConnID or ANI
Powerful flexibility is provided using SQL queries
• Use the included pre-built queries or write your own and save for future use
Export query results to Microsoft Excel
Import data from other systems for analysis (e.g. surveys)
Automatic Data Collection
Automatically collect and manage TServer and Interaction Logs, and CME data
• Centralize log files
• Scrub sensitive data
• Compress
• Encrypt
• Single or multiple sites
Over 500,000 agents use technology deployed by Aria Solutions to create meaningful customer engagements and provide great customer
experience on voice, email, and social communication channels. With Aria’s product and services, you get more from your investment in
Genesys and Salesforce: increase productivity with a rich agent console; connect your WFM system so business functions work together
seamlessly; resolve issues fast with visual support applications. Aria is the #1 Genesys Gold Suite full solution partner.
Modernize your operation. Become an engagement center. Improve your customer's experience.
Aria Solutions
Head Office
Suite 250, 525-28th St. SE
Calgary, AB T2A 6W9
Toll Free: +1 866 550 2742
Ph: +1 403 235 0227
US Corporate Office
Suite 250, 825 Market St.,
Building M Allen,
TX 75013
Toll Free: +1 866 550 2742