Blog Archives for category Genesys

Genesys CCPulse : How to display abandoned calls for Agent Group?

In our application, we want to find out how calls are reported and handled if the calls are abandoned at… Continue reading »

Enable external request on IIS Express

I was working on Asp.net MVC application and had to test it from another machine. By default, IIS Express doesn’t… Continue reading »

Configure agent to handle multiple interactions – Capacity Rule

Capacity Rule – What it is? If you have worked in Genesys multimedia environment, you know about this already. For… Continue reading »

Genesys Administrator Extension (GAX) – Change Date Format

In past few week, I received multiple requests to change date format in Genesys Administrator Extension (GAX). What is GAX? Genesys… Continue reading »

CCPulse – Contrasting Color Functionality

CCPulse – Contrasting Color One of our blog subscriber Ted Lizotte asked this question We have a window that used… Continue reading »

Handling the leap second

Leap Second – What is it? From wiki A leap second is a one-second adjustment that is occasionally applied to… Continue reading »

Genesys CCPulse – TotalTime vs TotalAdjustedTime

Have you ever seen 15 minute interval report in CCPulse or Datamart contains more than 900 seconds like below ?… Continue reading »

Design Patterns – External Configuration Store Pattern

In my previous post, I discussed about ‘Runtime Reconfiguration Pattern’  and how it can be applied in Genesys environment.It is easy… Continue reading »

Design Patterns – Runtime Reconfiguration Pattern

Currently, I am in the process of design and development of custom server application to generate contact center intraday reports on… Continue reading »

Genesys Workspace Desktop – Custom Screen Pop

In Jan 2015, I attended Genesys Customer Experience demo center in Frimley, UK and was really impressed with new setup… Continue reading »