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Hi Ken,Long time no chat! Hope you are well!I have to ask, imagining the effort to move PC to AWS, and PC's fate is sealed, why would they not just go directly to Genesys Cloud CX?
Knowing you, I am sure you have discussed this with key stakeholders. Also the obvious, feature parity between PC & GC is not there yet.
I just completed my Genesys Cloud Certified Professional (GCP-GC) certification, already identified 4-5 items that are substantially less powerful/flexible/granular for the BPO space, and I am sure will have impact for some larger non-BPO deployments. Found a couple solutions in App Foundry, but each add on adds "per agent" costs. I see the per agent cost climbing.........
I will be following this thread, to see where this goes, Good Luck!
Feel free to reach out when you have a minute, so we can catch up.Regards
I wasn't aware that the Host ID restrictions had been removed - that's interesting. I wonder how they are now tying the license to the instance?Everyone,Regarding Handlers. I think it's important to realize that Genesys Cloud isn't simply PureConnect moved to the Cloud. (That's what CaaS / PureConnect Cloud is / was!) Genesys Cloud is a completely different beast that works in a different way.Obviously, a great deal depends on what the Handlers actually do and where they are patched in to the overall system. Much of what they do can be achieved with creative use of the API and Data Actions. This may also require the use of external code that access the API. Architect is a much richer programming environment that Attendant and, when again combined with Data Actions, it is capable of achieving much of what was done using Handlers in PureConnect.My suggestion is to post here with specific requests concerning requirements. ("When a call comes in, we need XYZ to happen....") and I will help if I can (as I'm sure many others will!) I have seen some amazingly creative solutions implemented in Genesys Cloud! That being said, there are bound to be situations where it's a case of "Sorry, can't be done..." That's when the Ideas Portal becomes pretty much your only option.I know that I am not saying anything that you three are not already well aware of (I've seen you all around / met you in class enough to know that you know what you are talking about!) but I figured this needed to be said for context for others who may stumble across this thread ;-)
Completely understand the need to upgrade, hopefully the powers to be will maintain space in some Data Centers for the PureConnect servers. From my perspective, an upgrade is a "known" (for the most part) entity but moving to AWS in my opinion would be a much bigger "lift", with many unknowns and support that is not ideal.
What I have found to date is mostly agent facing.
We would use Mandatory, time boxed – STATUS(PC) configured with ACW and set the Time-Out to 10% of the average ACW, and tweak as needed for new call types. The reasoning is agents would abuse Discretionary and waste time. We would create an alternate STAUS(PC) configured with ACW, when agents needed more ACW time, they would select the other status. Supervisors did not have time to screen watch for ACW abuse, but with the alternate status, it was easily identified by reports, and alerts could be set on the alternate status
Four types of Wrap-Up/ACW in GCcx
allows the agent to opt out of selecting a wrap-up code after a call. The Optional ACW feature is useful if your organization does not use wrap-up codes and your agents do not need after call work time. It does not limit the amount of time an agent spends in ACW before going back to being available to receive the next interaction, so, supervisors need to monitor ACW metrics closely for their agents.
For this option, the agent chooses how long to remain in ACW status but is required to enter a wrap-up code before finishing and becoming available again.
As with the Optional setting, there is no limit on how long the agent can spend in ACW.
You set the maximum amount of time that agents may remain in the ACW state to complete their after-call work.
If an agent finishes the work early, the agent can receive new interactions by entering a wrap-up code.
The agent automatically becomes available at the end of the time specified.
The system assigns a wrap-up code of ININ-WRAP-UP-TIMEOUT if the agent did not select a code.
MANDATORY, TIME-BOXED NO EARLY EXIT
The behavior is the same as the Time-boxed setting except the agent cannot become available for the next interaction until the specified time elapses.
This feature is useful to give the agent a "cool down" period between interactions.
The above leads to the next two topics:
In my last role we had 450+ status, but rarely did any one agent have access to more than 20 Status
I have yet to find "Time in Status" alerts and the metrics available to trigger alerts appear to be very limited compared to PureConnect.
ACD Voicemail appears to be combined / replaced with "Callback"
ACD Fax, I have yet to find and a couple "Beyond" instructors could not answer for certain, still looking.
I have found enhancements / add-ons in the AppFoundry for managing Utilization and for Alerting tools, I have only done a cursory review but look to be significant improvements. But at a "COST" per agent.
Architect (IVR) I am just beginning to train on Architect, appears to be much more powerful and robust compared to PureConnect, and is the primary place to configure flows for Emails, Chat, SMS, Messages (FB Messenger, WhatsApp, etc.). I have yet to see any deficiencies!
Lastly the API library appears to be very robust. (API work is not my strong suit, but…) I can see and understand why Genesys touts that most any Handler feature can be re-created in GCcx via APIs & related
DISCLAIMER: As I mentioned, I am new to Genesys Cloud CX, I am far from an expert, YET! And there is always something more / new to learn. I welcome any input / corrections from our community!
I would love to know what other vendors you are evaluating along with what system you currently hand of agent calls to. If you are willing to share, we should take the conversation offline, feel free to email me.
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