Integ Softphones

This solution was devised because of a constant customer need for Login and Logout detail level reporting. New and existing customers always request a Genesys report which shows the times that their contact centre agents are Logging in and out of their telephones throughout the day.

Genesys does not provide this level of reporting in the base CCAnalyser/CCPulse reporting solution.

Agent Login Report

Until now this information was provided to customers through the Genesys Statistics Server custom LOGIN table. This table is provided as an optional table which can be turned on through the configuration of the Genesys Statistics Server. The table itself provides very raw data for Agent Login/Logout events and historically Integ CCSG have provided access to this information to customers through a view joining this table with Genesys Configuration database tables.

The view would typically contain rows of data with the following information:

  • Agent name
  • Agent Login number
  • Agent Extension
  • Event Time
  • Event type - Login or Logout

The version of the report available through this solution is enhanced to include the following additional fields and capabilities:

  • Agent Group reporting
  • Default Login and Logout events where events are missing
  • Duration field
  • Report Creation wizard and presentation layer

The Default Login and Logout events feature means that where there is no Login or Logout event for an agent for a given day, the report automatically adds the event. This enables accurate reporting of the Login Duration field and ensures the report presentation is complete.

Agent Activity Detail Report

The Custom Genesys Agent Activity detail report has been developed utilising the data available through the Genesys Statistics Server VOICE_REASONS table. This table is a raw format table containing rows of information about Agent Status changes. The reporting engine developed for this solution enables Contact Centre management to report on the following aspects of an agent's working day:

  • Start and finish times of the following specific Agent Statuses
  • Not Ready for Next Call
  • Not Ready for Next Call with Reasons
  • Wait for Next Call
  • After Call Work
  • Status duration

Through the development of the reporting logic engine the following additional fields are populated for each report:

  • Login Time
  • Logout Time
  • Call Activity

The report therefore provides the user with a very detailed breakdown of the agent's working day. The report offers filter and sorting options such as:

  • Filter by After call work statuses only
  • Filter by Not Ready statuses only
  • Filter by Wait for Next Call statuses only
  • Sort by Duration