AuditGen: Technical Configuration Reports

“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!
All rights reserved © www.AuditGen.com
2014
AuditGen is more than just a solution for
configuration audit trail !

OPERATIONAL AUDIT FEATURES
Audit Agent Configuration
Audit DN Configuration
Audit Agent States
Agent Matrix Reports
Audit Business Metrics
Agent Skill Manager
List Options Manager
Consolidated Job Reporting

How to automate the comparison of agent configuration to find out any discrepancies?
« Find the needle in a haystack » with one click!
Search and select an agent/person which you want to use a comparison reference.
View and examine the selected reference agent configuration without navigating away.
Select comparison options (missing or additional options, equal or different values)
Select comparison criteria (within the Genesys familiar object tabs)
Select Start Audit and get the list of all agents which configuration differs from your
selected reference based on all selected comparison criteria
View the details of each agent in the returned list by expanding the related configuration
panel and examine the differences highlighted in the corresponding custom colors.
1
2
3
4
Audit Agent Config: Overview
5

Audit Agent Config:
Comparing Agent Configuration
Compare agent configuration and detect any discrepancies within familiar Genesys context (same tabs).
Select Audit criteria
highlighted in
custom color codes
Select Comparison Options
Select audit configuration areas
corresponding to the familiar
Genesys object tab/configuration
3
Search Reference Person/Agent
1
View Reference Agent Configuration
2
Selected agent configuration is alaways
available to provide your with the full
context for the analysis of any discrpancies
View Differences for Every Agent
5
Search & select your
reference
agent/person
A list of all agents/persons is
returned in one click.
Differences are highlighted under each tab in your
custom colors depicting the type of difference.
Expand the
details form of
every agent
record
4

How to automate the comparison of DN configuration to find out any discrepancies?
« Find the needle in a haystack » with one click!
Select a switch and any DN type and search for the DN you want to use as a comparison
reference.
View and examine the selected reference DN configuration without navigating away.
Select comparison options (missing or additional options, equal or different values)
Select comparison criteria (within the Genesys familiar object tabs)
Select Start Audit and get the list of all DNs which configuration differs from your
selected reference based on all selected comparison criteria
View the details of each DN in the returned list by expanding the related configuration
panel and examine the differences highlighted in the corresponding custom colors.
1
2
3
4
Audit DN Config: Overview
5

Compare DN configuration and detect any discrepancies within familiar Genesys context (same tabs).
Search Reference DN Select Comparison Options
Audit DN Config:
Comparing DNs by Type
Select Audit criteria
highlighted in
custom color codes
Select audit configuration areas
corresponding to the familiar
Genesys object tab/configuration
View Reference DN Configuration
Selected DN configuration is alaways
available to provide your with the full
context for the analysis of any discrpancies
View Differences for Every DN
Search & select
your reference DN
(any type of DN)
A list of all DNs of the same
type is returned in one click.
Differences are highlighted under each tab in your
custom colors depicting the type of difference.
Expand the
details form of
every DN record
1 3
2
5 4

Audit Agent States:
Control Agent State Remotely
Operational managers get easy access to technical expertise by being able to change agent status or logging agents out
for any scenarios impacting call distribution. AuditGen provides these capabilities through a powerful web interface.
Select statserver, search based on
agent group or media type or agent
attributes through available prefilled
drop down lists
Right click on Agent DN channel and
Log out or set agent Not Ready (for
supported media channels)
View real time agent status
for any selected channel
List of media type enabled for
a selected agent

Agent Matrix Reports:
Agent Skill Matrix
AuditGen provides a true Agent Skill matrix report (one line per agent) with easy export into MS Excel.
Standard reports provided by other tools typically show as many lines per agent as skills.
Each line displays one agent
Each column represents one skill
The intersection represents the
skill level if the agent has it.
Report can be exported into
MS Excel for further processing

Agent Group Membership
AuditGen provides a true Agent Group matrix report (one line per agent) with easy export into MS Excel.
Each columnd represents one Agent Group
The intersection indicates the
inclusion or exclusion from
Agent Group membership

Access Group Membership
AuditGen provides a true Agent Access Group matrix report (one line per agent) with easy export into MS Excel.
Each columnd represents one Access Group
The intersection indicates the
inclusion or exclusion from
Access Group membership

Audit Business Metrics
Operational users can configure business metrics to
use for their custom notification rules
Select pre-configured statistics under
the selected statserver application
Select the objects for which the chosen
statistic should be calculated
Configured business metrics are always
available for review under drop down
panels (view/hide details)

Agent Skill Manager: Overview
Schedule agent skill changes in 4 easy steps Track planned skill changes in 4 different ways
• Search and filter agents based on
tenant, groups, skills and agent
attributes.
• Browse filtered agents and their
corresponding current skills then
select agents to be updated.
• Apply a skill profile or select
skills/skill levels to be added, updated
or deleted (*)
• Define job details: name, type,
frequency and required notification.
Detailed skill change report in table format
consolidating the list of all jobs, status,
planned and execution times
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 aggregation
capabilities for detailed trend analysis
Historical chart with dynamic aggregation
and zoom capabilities for visual trend
analysis
1
2
3
4
1
2
3
4
(*) Note: In the admin area, entitled users can define the min, max as well as skill level increment

AuditGen Agent Skill Manager (1/5)
Search and filter agents to be provisioned/updated
1 2
Select Agents Browse Skills
NEW 3
Fully flexible search
for agents by name,
skill, agent group
Browse and review
each agent’s skills/
skill levels
Updated
Browse and select
agents for whom you
want to schedule any
type of skill changes
Add/remove items
Add/Delete/Update skill
Select skill level
(start/end/increment
can be adjusted in admin
area)
Select skill from list
Set job Details
4
• Schedule for immediate execution
• Schedule job once
• Schedule job based on custom schedule Notification of job result
Configure Skills
Scheduling Agent Skills

• Skill profiles represent a set of skills/skill levels that can be applied to agents without having to
add/delete/update individual skills every time.
• Assigning a skill profile to an agent removes all existing skills and adds only the skills listed in the
Create Skill profile
1 Add/remove skills
Configure skills
2
3
profile
List of available skill profiles
Select skill level
(start/end / increment
can be adjusted in admin
area)
Select skill from list
NEW !
AuditGen Agent Skill Manager
Skill Profile (2/5)

Refresh & Export report to MS
Word & Excel
Slider to control the number of
displayed records
Search panel to filter planned job
record history
Job status identified by color.
Planned jobs can be cancelled
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
Scheduled Jobs: Details & History

More than what you get in any MS
outlook type calendar:
click to View job info details in the
« Event details » panel
« Job Details » tab displays:
• List of all impacted agents
• List of planned skill changes
Jobs highlighted in colors allaowing to
easily spot their current status
« Job Info » tab showing:
-Recurrenc type
-When was the job planned
-When was the job executed
-Who has planned/executed the job
Scheduled Jobs: Calendar view

When users choose to be notified 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).
Status of your scheduled job
Job name and Start/End time of its
execution
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
AuditGen has the intelligence to only execute
planned jobs after checking current
configuration: A configuration update is only
executed when the current agent skill/skill
level does not match with the planned action
(updated/added/deleted skill or skill level)
Scheduled Jobs: Email notification

List Option Manager: Overview
Schedule routing option changes in 4 easy steps Track planned routing option changes in 4 different ways
• Search and filter list options based on
tenant, list name and section.
• Browse filtered transaction lists and
their respective sections, options and
values.
• Select options and applicable new
values from drop down lists (*)
• Define job details: name, type,
frequency and required notification.
Detailed list option change report in table
format consolidating the list of all jobs,
status, planned and execution times
Outlook style calendar showing all planned
and executed jobs including all altered
options and their new values.
Historical report with dynamic aggregation
capabilities for detailed trend analysis
Historical chart with dynamic aggregation
and zoom capabilities for visual trend
analysis
1
2
3
4
1
2
3
4
(*) Note: In the admin area, entitled users can define the values to be displayed for each option

Search and filter list options to be provisioned/updated
1 2
Select List & section Browse current options & values
4 3
Set job Details Configure Options & values
Fexible search for
list by name or
section
Browse and review all
configured options
and their respective
current values
Add/remove items
Select values from drop
down list (configured in
the admin area)
Select option
Notification of job result
Browse and select
the list/section to
update its options
• Schedule for immediate execution
• Schedule job once
• Schedule job based on custom schedule
AuditGen List option Manager (1/5)
Scheduling Option changes

Genesys tools do not check the values entered in the options when a transaction list (routing logic is updated.
This can cause disruptions to contact center operations and can be quite difficult to troubleshoot.
AuditGen compensates this Genesys limitation by adding the capabilities –for each user group- to define the
possible values for each options. The configured list of values will be automatically converted into a drop down
list for users to select from the litem ist in the List Option Manager module.
Browse and select from all
available transaction lists
Current option value
configure a comma separated
list of options to be displayed to
users within a drop down list
Options with configured
values are marked with the
available green icon
Options with NO configured
values are marked with the
unavailable red icon
User have the full flexibility to configure any values that could be any set of
strings (i.e customer segments, opening hours, message numbers etc.)
Lis options: Administration

Refresh & Export report to MS
Word & Excel
Slider to control the number of
displayed records
Search panel to filter planned
job record history
Job status identified by color.
Planned jobs can be cancelled
Click on ‘view details’ link to
display for every planned job:
• The updated option
• The new value
Click on ‘view details’ link to
display for every planned job:
• The selected list option and
corresponding section name
Scheduled Jobs: Details & History

« Job Info » tab showing:
-Recurrenc type
-When was the job planned
-When was the job executed
-Who has planned/executed the job
More than what you get in any MS
outlook type calendar:
click to View job info details in the
« Event details » panel
« Job Details » tab displays:
• The list name and section name
• List of all updated options
Jobs highlighted in colors allaowing to
easily spot their current status

When users choose to be notified for 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).
Status of your scheduled job
Job name and Start/End time of
its execution
Transaction list and section name
(configured in your scheduled jo
List of options and changed
values for the scheduled job
AuditGen has the intelligence to only execute
planned jobs after checking current
configuration: A configuration update is only
executed when the current option value does
not match with the planned ‘update value’
Scheduled Jobs: Email notification

AuditGen Scheduled Job Reports
Select your aggregation 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

AuditGen Scheduled Job Charts
Cross browser compatible
dynamic charts
Search panel to filter
planned/executed job history
Select your aggregation 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

Questions
Please send your questions to
support@auditgen.com

AuditGen: Technical Configuration Reports

More Related Content

What's hot

Similar to AuditGen: Technical Configuration Reports

Recently uploaded

AuditGen: Technical Configuration Reports

Editor's Notes