Blog Archives for category Genesys

Genesys URS report_targets : Why is it useful but should not use it?

In some cases, we want to understand the routing decision by URS, especially if an interaction is queued for multiple… Continue reading »

Exporting a Genesys Routing Strategy

Export Genesys Routing Strategy as Package In the Strategies List, select the name of the strategy that you want to… Continue reading »

Automaton – IT Process Automation

What is Automaton? Automaton is simple, light-weight application to automate IT processes. Using this application, you can automate many processes… Continue reading »

Genesys : How EWT – Estimate Wait Time is calculated?

As we all know, agent can handle calls from multiple queues in Genesys and is tricky to find EWT (Estimate… Continue reading »

Genesys CCPulse – Display UserData using Custom Stat and Filters

Previously, I wrote post about displaying user data in CCPulse using custom solution and user ‘Moshe Lezerovitz‘ enquired about displaying… Continue reading »