Genesys Strategy Analyser

Right, managed to get some more development time on my “Genesys Strategy Analyser” and now the realtime and debug functionality is up and running.

Here is a screenshot:

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When realtime monitoring is enabled, to modify a breakpoint associated with an IRD block and/or to clear the current counter on that shape, right click on the IRD block (Visio shape):

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To add a breakpoint click on “File -> Add Breakpoint” or to remove an existing breakpoint click on “File -> Clear Breakpoint”. Objects with a blue border indicate that there is a breakpoint set on the block:

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When a breakpoint is hit, the breakpoint will be shown in the “watch” window. The “path” column shows the objects navigated in the strategy:

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Selecting a breakpoint in the watch window results in the path being highlighted in green in the Visio diagram:

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For those technically minded, the secret of realtime strategy monitoring is message server. Specifically, message types 1000 and 2102 which can be subscribed to using Genesys PSDK 8.0.2.

Message type 1000 contains URS loading information in keys named “RTR”. Message type 2102 contains debug information of type “04” and “05”.

Type “04” data looks something like this:

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This message contains executing counts for the object Ids highlighted in yellow. The same object Ids exists in an IRD export of the strategy (note the byte swapping):

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Documenting Genesys Strategies

Now that Release 1 has gone live we are in a tidy up phase working on documentation while at the same time preparing for Release 2 in a few months.

One of the tasks is to update documentation relating to routing strategies. In the past we have taken screenshots from IRD but this is not very efficient. Therefore I have written a little C# application to take a strategy export (XML) and convert it into a Visio diagram.

  1. Login to IRD
  2. Click on the “Export/Import” tab
  3. Click on “Solution export”
  4. Highlight a strategy
  5. Double click on the “Add” column. Double click on the “Select format” column and select “open (*.xml)”
  6. Right click on the strategy and select “Export”
  7. Select a folder for the export and then click on “Select”

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Run the Strategy Analyser:

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Here is an example strategy both in IRD and then when exported to Visio:

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From a documentation perspective each standard IRD block has a corresponding Visio stencil with custom properties for each of the associated block parameters.

The next step (time permitting) is to add some realtime functionality using Message Server / URS messages to overlay actual calls in the same way as realtime monitoring in IRD. It should also be possible to set “watch” statments on individual blocks.

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Release 1 Rollout (and abandoned calls)

After MI and softphone issues were resolved, this week we finally rolled out Release 1 of the solution for this client to the remaining Contact Centre sites. This means we are now live with approximately 2000 advisors handling 35K+ calls per day.

As usual the go-live was not quite as smooth as we would have liked. By Monday afternoon we were starting to get calls from Customers complaining that they had waited a long time in queue, hungup, called back and got answered immediately.

Realtime and historical statistics gave no indication of the problem. After a lot of digging by the team we identified that calls were getting stuck on external routing points (ERP) between the Genesys SIP side of the solution and the Avaya side of the solution.

The root cause of the problem was the Class of Restriction (COR) on the Avaya stations was not set correctly on a small number of stations. This resulted in the call setting stuck in the vector associated with the ERP (VDN). Unfortunately these advisors kept getting targeted again and again which meant that the total number of stuck calls was much higher than the number of incorrectly configured stations (for obvious reasons I won’t tell you how many calls were affected by this problem!).

As a secondary problem we found that there was no skill applied to the ERP VDNs. This caused the call to enter a “black hole” since as a backup even through the associated vector was set to target advisors there was no Avaya skill / split specified.

Further analysis showed that the maximum time to abandon was 99 minutes. We tracked this down to the “Vector Disconnect Timer” specified in the ACM system parameters:

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