Historically, the great thing about Genesys is that the systems can be programed to do just about anything, in any environment. The tough thing is, with such flexibility, it can be difficult to support.
The 6 things that slow down a support team, and can cause frustration for the business are:
1. Getting Accurate Information
When the support team is first made aware of an issue, the first challenge becomes getting accurate information to help pinpoint where to find evidence of the problem.
The most common info required is a decent description of the problem, the agent ID, a specific detail of the call or event, such as the caller’s phone number, and of course, the date and time. Often one or more of these are not provided, or are not accurate, wasting time looking in the wrong place, and prolonging the outage.
So, why is it so hard to get accurate info? Well, often the person reporting a technical problem does not have a technical background; but more significantly, the data often can’t be verified right away. This is because getting the info and validating it is typically a two step process. The support team has to get the logs (and probably CME info) first before they can tell if the data provided makes sense.
2. Assembling the Data Files
Typically, the logs are stored on each server, but sometimes they are centralized and archived. There could be thousands of files.
Often, all the logs for a specific time range need to be isolated to narrow what to look at in order to trace an issue. A lot of time is spent just in the preparation stage, assembling files before someone even looks at the problem. Sometimes even hours. At times the data is gone, the files rolled over, and that issue cannot be examined.
3. Sifting through the Data Files
Genesys log files are text based, describing events such as errors, or the various states of a call like “queued” or “ringing”. They require a level of skill to read and understand the call sequences. Several sequences are not documented, so it would take an experienced person to trace through all of the data to find certain types of issues.
4. Determining the Scale of the Issue
A significant problem with a reported issue is knowing how widespread it is. Sometimes the agent reports it after already experiencing it a few times, maybe over several days. If one agent has it, it is possible that others have the same issue but are not reporting it.
In one case that Aria Support diagnosed for a client, one of their customers was kind enough to mention that they were disconnected on a previous call, and the agent reported it. With little other information, we were able to locate the problem, and could quickly determine that it was affecting lots of callers every day. As it turned out, the configuration on the phone system had been changed for several treatment ports, and dozens of customers’ calls were being dropped every day.
5. Genesys Escalation
When one opens a ticket with Genesys Support, we are often starting from scratch. Explaining the issue, letting them look at the data files, and giving them some time to catch up to the level of understanding already developed by the internal support team, so that Genesys can take it further, even to engineering if required. While there are some issues where this is unavoidable, it would be preferable to be able to diagnose the issues without having to go to that step, since it stretches out the duration of the outage.
6. Lack of Tools to Assist and be Proactive
The most common tools used are text editors that can color code text, generic search tools like Grep to look for files that contain certain text, and Kazimir, a crude log file text viewer showing one file per tab. The lack of tools contributes to the skill required and the time it takes to identify issues. This impacts a support team’s ability to be proactive in identifying and solving issues, even ahead of them being reported. Every minute of downtime can cause lost revenue and impacts to customer service, affecting loyalty and customer satisfaction scores.
These issues so frustrated Aria’s Support and implementation teams that Aria was determined to find an easier way. Those teams now use a product developed by Aria, called CIMplicity™ Visualizer, which allows the user to see calls graphically. The engineer can zoom in to one call, or zoom out to see all that is happening at the same time. Ask the data questions, or even dive back into the associated log file if desired. Visualizer is now available for organizations using Genesys to allow them similar benefits as with Aria’s internal teams.
With automatic multi-site and multi-server data collection, Visualizer lets you start analysis immediately. It combines interaction and configuration data into a powerful color-coded dashboard, condensing large amounts of data into actionable information to quickly zero-in on any issues that arise. An intuitive interface lets you filter, highlight and drill down to get to the root behavior of your Genesys system for resolving issues and improving the overall system for optimum efficiency.
CIMplicity™ Visualizer, is the best tool available to diagnose, zero-in, and resolve issues in a fraction of the time. It helps agents see the data they need, understand this data to know why, and save the day by having the right answers needed to solve problems.
Noel Roberts serves as Aria Solutions’ Chief Technology Officer and VP of Marketing. He co-founded Aria with Robert Church in 1997. Prior to Aria, Noel founded Synapse, a software development company where he provided senior software development expertise in telecom peripheral equipment and computer telephony systems. At Aria, a big part of his role involves helping enterprise-size contact centers with full assessments, business, IT and CX strategy, roadmap development, and technology and vendor evaluation and selection. In his leisure time, Noel likes traveling and going to the rustic lake cabin with his family, reading about science and tech, and playing with new tech gadgets.
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