Lakshmikanth Balasundaram (Page 2)

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 – Directory & File Operations, Database, Genesys Health Check, Genesys Campaign Management, Genesys List Management, FTP, FTPS, SFTP, Email & SMS notifications and many more. Brief History -------------------------------------------------------------------------------

Automation

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 – Directory & File Operations, Database, Genesys Health Check, Genesys Campaign Management, Genesys List Management, FTP, FTPS, SFTP, Email & SMS notifications and many more. Brief History -------------------------------------------------------------------------------

Genesys

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 Wait Time) for call during routing. I find that Genesys algorithm to be smart and most appropriate. How it is calculated? -------------------------------------------------------------------------------- Please find the details below (from Stat Server

CCPulse

Genesys CCPulse - Display UserData using Custom Stat and Filters

Previously, I wrote post about displaying user data in CCPulse using custom solution [https://www.lakshmikanth.com/genesys-ccpulse-show-user-data/] and user ‘Moshe Lezerovitz [https://disqus.com/by/moshelezerovitz/]‘ enquired about displaying user data using CCPulse application only. I found two options to display user data in CCPulse Option 1: Display User

Abandoned

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 agent i.e.) customer disconnects call while it is ringing at agent station. It is not available at ‘out of box’ definitions but fortunately easy to implement it. Configure Abandoned

Abandoned

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 agent i.e.) customer disconnects call while it is ringing at agent station. It is not available at ‘out of box’ definitions but fortunately easy to implement it. Configure Abandoned

Tips

VMware Workstation shows network cable unplugged

Yesterday, I updated Windows 10 and came across ‘VMware workstation and Hyper-V are not compatible’ issue. I had this issue previously and fixed it (Read: http://www.lakshmikanth.com/vmware-workstation-and-hyper-v-are-not-compatible/ [https://www.lakshmikanth.com/vmware-workstation-and-hyper-v-are-not-compatible/] for details). Second issue is that all of my virtual machines were showing ‘Network Cable

bootcamp

How to disable trackpad on bootcamp?

Recently, I installed windows 10 using bootcamp on Mac pro and want to disable trackpad. In this post, I will explain two possible solutions for this. Solution 1 – Disable Trackpad Hardware -------------------------------------------------------------------------------- * Click Start -> Settings and Search for Device Manager * Expand ‘Human Interface Devices’ and select Apple SPI

Compatability

VMware Workstation and Hyper-V are not compatible

After I upgraded my workstation to Windows 10, I am no longer able to power on guest OS on VMware operating system and received error as below ‘VMware Workstation and Hyper-V are not compatible. Remove the Hyper-V role from the system before running VMware Workstation’ After some searching, I found

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 allow remote connections and you will get an error ‘Bad Request – Invalid Host Name’ .In this post, I will explain how to enable external access to IIS express

Capacity Rule

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 others, Capacity rule defines work load capability for agents. For example, you can configure agent to handle 2 emails and 1 voice. Where is it located? -------------------------------------------------------------------------------- From version 8.

GAX

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 Administrator Extension (GAX) is an application that provides admin capabilities in an easy to use format and support plug-in resources like Pulse reporting etc. In effect, > GAX

CCPulse

CCPulse - Contrasting Color Functionality

CCPulse – Contrasting Color -------------------------------------------------------------------------------- One of our blog subscriber Ted Lizotte asked this question We have a window that used to look like this: [https://www.lakshmikanth.com/content/images/wordpress/2015/06/CCPulse-Previous.png] And since our CCPulse upgrade to 8.1.000.19 looks like this: [https://www.

Genesys

Handling the leap second

Leap Second – What is it? -------------------------------------------------------------------------------- From wiki > A leap second is a one-second [https://en.wikipedia.org/wiki/Second] adjustment that is occasionally applied to Coordinated Universal Time [https://en.wikipedia.org/wiki/Coordinated_Universal_Time] (UTC) in order to keep its time of day close to the

CCA

Genesys CCPulse - TotalTime vs TotalAdjustedTime

Have you ever seen 15 minute interval report in CCPulse or Datamart contains more than 900 seconds like below ? [https://www.lakshmikanth.com/content/images/wordpress/2015/03/937.png] In this case above, T_WAIT value is 937 seconds for 15 minute interval report, which is only 900 seconds.

Architecture

Design Patterns - External Configuration Store Pattern

In my previous post, I discussed about ‘Runtime Reconfiguration Pattern’ [https://www.lakshmikanth.com/design-patterns-runtime-reconfiguration-pattern/]and how it can be applied in Genesys environment.It is easy to implement ‘Runtime Reconfiguration Pattern’ in Genesys and realize benefits for server applications. For client applications, I recommend to use ‘External Configuration Store’

Design Patterns

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 regular intervals and send it to operations team. As with any other contact center servers, this is critical for business to run their operations. I was working on Microsoft

Customization

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 & product capabilities especially Conversation Manager. It was best demonstration from Genesys by some distance and recommend you to request or attend demo from your account Manager. Apart from Converstation

Scheduled Tasks

Scheduled Tasks - Result Codes

List of windows scheduled task result codes below * 0 or 0x0: The operation completed successfully. * 1 or 0x1: Incorrect function called or unknown function called. * 2 or 0x2: File not found. * 10 or 0xa: The environment is incorrect. * 0x41300: Task is ready to run at its next scheduled time. * 0x41301:

Scheduled Tasks

Scheduled Tasks - Result Codes

List of windows scheduled task result codes below * 0 or 0x0: The operation completed successfully. * 1 or 0x1: Incorrect function called or unknown function called. * 2 or 0x2: File not found. * 10 or 0xa: The environment is incorrect. * 0x41300: Task is ready to run at its next scheduled time. * 0x41301:

Auto follow-up process

Genesys Customer Care - Auto follow-up

Recently, Genesys re-designed their auto follow-up process for customer care tickets. As per new process, follow-up process is triggered whenever Genesys proposes a solution or requests information for an open case as below * First follow-up – After 2 business days without response * Second follow-up – After 5 business days without response * After

Customer Experience

Report Abandoned calls in Routing Strategy

Last month, I attended workshop from Genesys and BT and found an interesting trend. One of the customer shared that they were able to customer satisfaction and revenue by tracking and linking customer journey through multiple channels. For example, if customer selected products online for purchase and initiates call, they

Customer Experience

Report Abandoned calls in Routing Strategy

Last month, I attended workshop from Genesys and BT and found an interesting trend. One of the customer shared that they were able to customer satisfaction and revenue by tracking and linking customer journey through multiple channels. For example, if customer selected products online for purchase and initiates call, they

Season Greetings 2014

I wish you the best of holiday seasons and wonderful healthy, happy and successful new year 2015. [https://www.lakshmikanth.com/content/images/wordpress/2014/12/merry-christmas-happy-new-year.jpg]

SQL Server

MSSQL Server 2008 - Reset sa password

In this week, we were implementing PoC environment for voice analytics solution and received VMware image from vendor. After hosting image in our environment, which obviously required server name, IP address and domain changes, they were unable to login into SQL Server 2008 database. We need to do ‘sa’ password