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Discussing METRICS on the Q&A Show

  • 1.  Discussing METRICS on the Q&A Show

    GENESYS
    Posted 11-18-2020 11:10
    Edited by Matt Lawson 12-14-2020 11:34
    Hey Everyone,

    UPDATE: We will be recording this episode soon, so the thread is CLOSED! Thanks to everyone who submitted questions. If you do have a question about metrics, please start a new discussion.


    ORIGINAL POST:

    Thank you for all of the suggestions for Q&A Episodes that you have sent through email and the GCAP Portal. For our next episode, we are going to be focusing on Genesys Cloud Metrics.

    Our expert is going to be @Maisey Harris and we'd love to know if you have any questions for her. ​Are you curious about best practices for pulling End-Of-Year reports or more day-to-day summaries? Is there something about the product that you would like to know? Maisey will be there to help and I'll be there to ask.

    If you have a question or topic that you would like for Maisey to cover, please drop it in a reply below or email the Q&A Show at QAshow@genesys.com. We'd love to hear from you!​

    Cheers,

    Matt
    #Reporting/Analytics
    #PureCloudQAEpisode

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Genesys Community Manager
    ------------------------------


  • 2.  RE: Discussing METRICS on the Q&A Show

    Posted 11-19-2020 11:57
    Hi,

    I would like to know more about Microsoft Teams Integration.
    It will be very nice if you could give a detailed information in the next Q&A resp. discussion.

    I have tried to integrate the Microsoft Teams with Genesys Cloud as it is described in the Resource Center.
    But no success :(

    The Teams users are synced with the PureCloud directory.
    I have the Teams Application, and i can login but cannot see the Teams Badge (the Teams symbol) on those users, and cannot see their Teams status.

    Hope you can explain the MS Teams Integration in detail on the next Q&A session !

    Thanks a lot in advance.

    Best regards,
    Raj




    ------------------------------
    Ratnarajah Rajkumar
    SPIE ICS AG
    ------------------------------



  • 3.  RE: Discussing METRICS on the Q&A Show

    GENESYS
    Posted 11-19-2020 12:18
    Edited by Matt Lawson 11-19-2020 12:18
    Hey Raj,

    I asked about this and was told that integrating with Microsoft Teams can be done with the following subscription: https://appfoundry.genesys.com/filter/genesyscloud/listing/cea64bdf-81e2-42bb-8b36-7418bda7fab4

    Have you tried using that? There is a free trial available to get you started.

    Cheers,

    Matt

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Genesys Community Manager
    ------------------------------



  • 4.  RE: Discussing METRICS on the Q&A Show

    Posted 11-20-2020 06:08
    Hi Matt,

    I have done all the steps which are described under the following link:
    About the Microsoft Teams integration - Genesys Cloud Resource Center

    - Install the Microsoft Teams integration from Genesys AppFoundry
    - Configure the Microsoft Teams integration
    - Configure Azure Active Directory for Genesys Cloud SCIM (Identity Management)
    - Enable Genesys Cloud Integration for Azure app
    - etc.

    Genesys Resource Center explains under "Use Microsoft Teams in Genesys Cloud" when you view/search the contacts in the directory "A Microsoft Teams badge shows you which users are available on Microsoft Teams". 
    Use Microsoft Teams in Genesys Cloud - Genesys Cloud Resource Center

    In my case, the users are imported/synced from the Azure directory (i can find them in My Organization with all mapped fields),
    but there is no Teams badge (the T sign) attached to them.

    I have install the "free trial" of MS Teams Integration.
    How long is the trial period?

    Do we need to pay for this integration, after the trial?
    or it is only the Microsoft Teams license is needed?

    Thank you for your answers in advance!

    Best regards,
    Raj






    ------------------------------
    Ratnarajah Rajkumar
    SPIE ICS AG
    ------------------------------



  • 5.  RE: Discussing METRICS on the Q&A Show

    GENESYS
    Posted 11-20-2020 09:41
    Hey Raj,

    Turns our we will be discussing this integration on an episode of the Q&A Show, but I don't know if we'll be able to help you with the Azure aspect.

    If you are having trouble with the integration, I would reach out to our support team in the care portal or email CustomerCare@Genesys.com. If they can't hep they should at least be able to point you in the right direction.

    For questions regarding the free trial and subscription, I would reach out to your Genesys Representative.

    Cheers!


    ------------------------------
    Matt Lawson
    Genesys - Employees
    Genesys Community Manager
    ------------------------------



  • 6.  RE: Discussing METRICS on the Q&A Show

    GENESYS
    Posted 11-30-2020 14:19
    Hey @Ratnarajah Rajkumar,

    @Jason Earle-Henson (JJ) and I met last week to talk about your Microsoft Teams questions and it sparked an impromptu Q&A Show episode. Consider it our Black Friday/Cyber Monday gift to you! Thanks for your questions.

    We'll be recording the episode on Metrics shortly, so keep the questions coming, everyone. Cheers!


    ​​

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Genesys Community Manager
    ------------------------------



  • 7.  RE: Discussing METRICS on the Q&A Show

    GENESYS
    Posted 12-01-2020 03:40

    Hi Raj,

     

    The Genesys Cloud 'Teams Integration' from our Apps Foundry is a 30-day Free trial, however it's possible to extend this..... If you engage with your Genesys AE they will be able to tell you about your options. Regarding the Microsoft licensing, Genesys don't bundle these together so you need to buy them separately from a Microsoft partner please.

     

    Thinking about your Presence issues, two hints: double check permissions in GC and number assignment from AD! If you believe these to be correct, I'd strongly advise you to raise a support ticket please. I say this only because the Integration is new and support have the most up to date information, also they are in a prime position to investigate new problem Scenario that we haven't seen before.

     

    Thanks for your question, sorry I can't help further at this.

     

    Be safe,

    JJ

     

    JJ Earle-Henson
    Global Sr Strategic Sales Consultant
    +44 (0) 1276 457088
    +44 (0) 7966 508 223
    jj.earle-henson@genesys.com



    Give your customers super human service

     






  • 8.  RE: Discussing METRICS on the Q&A Show

    Posted 12-01-2020 09:15
    Hi JJ,

    Thank you for your hints. I'll check these again and if needed will open a support case.

    @Matt Lawson  Thanks a lot for taking the MS Teams theme in the Q&A session.

    Have a great day!

    Raj

    ​​

    ------------------------------
    Ratnarajah Rajkumar
    SPIE ICS AG
    ------------------------------



  • 9.  RE: Discussing METRICS on the Q&A Show

    GENESYS
    Posted 11-24-2020 04:36
    Hi Raj,

    The Microsoft Teams integration with Genesys Cloud is still in it's early days and as a result we only show real-time presence during a voice call transfer, like this:

    1. Answer and inbound call in the agent UI
    2. Click transfer, click on the Teams Icon within the transfer options
    3. Type the name of the Teams user you wish to transfer too

    You should then see in real-time the Teams user and their presence.

    I hope that helps, please let me know if you need anything further.


    ------------------------------
    Kind Regards

    JJ Earle-Henson
    Global SPARK Team
    Genesys Online Community
    ------------------------------



  • 10.  RE: Discussing METRICS on the Q&A Show

    Posted 11-21-2020 18:34
    Hello Matt

    Thank you, and looking forward to the Metrics episode.

    Please could we investigate any of the following?
    • What calculations Genesys Cloud makes in the average monthly SLA percentage (i.e. is it the average of the daily average SLA's)?
    • Any possibility to calculate the average/min/max response time to an email? 
    • If possible, demonstrate or present use-cases for and against including Flowouts in the SLA calculation


    ------------------------------
    Thanks and regards
    Samuel Polgar
    CVT (Global) Pty Ltd
    ------------------------------



  • 11.  RE: Discussing METRICS on the Q&A Show

    GENESYS
    Posted 11-23-2020 09:13
    Sure thing, Samuel! We'll be recording in early December, so let me know if any other questions come up before then. Cheers!

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Genesys Community Manager
    ------------------------------



  • 12.  RE: Discussing METRICS on the Q&A Show

    GENESYS
    Posted 12-14-2020 11:32
    Hey Samuel,

    Just a heads up that we were able to answer your questions in the latest episode of the Q&A Show. I start asking your questions around the 21:31 mark. Hope the information is helpful!

    Thanks for sending in some questions!

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Genesys Community Manager
    ------------------------------



  • 13.  RE: Discussing METRICS on the Q&A Show

    Posted 11-25-2020 13:20

    Hi Matt,

    Questions around Metrics:

    Tutorial on the skill performance to help measure SLA, ASA, ... per queue for specific skills.

    i.e. in the service queue, the ASA for interactions with the skill "blue" compared to the ASA for interactions with the skill "red"

    Is there a way to get a list and a count of agents who are 'on-Queue' but inactive in all their queues. Realtime or Historical information.
    This has been an issue for managing multiple queues or a big number of Agents.

    Measure Preferred Agents routing performance

    Cheers,

    Jean-Christophe



    ------------------------------
    Jean-Christophe Poyelle
    Foehn Ltd.
    ------------------------------



  • 14.  RE: Discussing METRICS on the Q&A Show

    GENESYS
    Posted 11-30-2020 07:51
    Thanks for sending these in, Jean!

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Genesys Community Manager
    ------------------------------



  • 15.  RE: Discussing METRICS on the Q&A Show

    Posted 12-01-2020 08:11
    How long is performance data (Queues, Skills, wrap up, flows) retained in Genesys Cloud?  Performance allows a date to be chosen as far back as 2010. I'm wondering if that historical data stays for all time or if it deletes after 10 yrs or so.


    ------------------------------
    Nathan Smith
    ConvergeOne, Inc.
    ndsmith@convergeone.com
    ------------------------------



  • 16.  RE: Discussing METRICS on the Q&A Show

    GENESYS
    Posted 12-01-2020 09:31
    Hi Nathan,

    Currently Genesys will retain data for the life span of the customer - basically until the contract is terminated! However this is likely to change in the future so look out for future updates.

    Cheers


    ------------------------------
    Kind Regards

    JJ Earle-Henson
    Global SPARK Team
    Genesys Online Community
    ------------------------------



  • 17.  RE: Discussing METRICS on the Q&A Show

    GENESYS
    Posted 12-14-2020 11:34
    Hey @Jean-Christophe Poyelle,

    We got to talk about your questions in the latest episode of the Q&A Show. Check out the 25:54 mark to hear Maisey's answers!​

    Thanks for sending in the questions!

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Genesys Community Manager
    ------------------------------