Genesys – Product Development
As you can probably tell from this site – I love building web applications and I also really love my job. Working on Genesys projects allows me to do all the things that I love doing and in particular the ability to figure out technical solutions to customer requirements. So when I started learning PHP and Codeigniter I couldn’t help but build some Genesys related web applications.
I worked on two applications in my spare time over the course of 2-3 months in late 2008. The first was a web based Login/Logout Report utilising raw data from the Genesys Statistics Server tables and the second was an IVR Reporting Solution for URS based IVRs. Both of these reporting solutions are used across several of our clients and are an official licensed product offering.
I also developed an Excel based Datamart Reporting Tool (I did this one on the clock) which has also been very well received by our customers and is now an official licensed product offering. I am particularly fond of this little tool because it is the sort of thing that I always wished I had available to me when, early in my career, I was the one responsible for producing masses of daily reports. This tool takes all the hard work out and literally automates the entire reporting process.
Below are some links to read some more about each of these products and you can also view some video demonstrations of each of the products if you wish.
IVR Reporting Solution
The IVR Reporting Solution works with any Genesys URS based IVRs to provide in-depth analytical reporting.
Datamart Reporting Tool
The Excel Datamart Reporting Tool is an application for querying the Genesys Datamart database.
Cisco UCCX Wallboard
The Cisco UCCX Wallboard is a web based wallboard for telephone and email CSQs in a Cisco UCCX Contact Centre.
Detailed Agent Reporting
The Detailed Agent Reporting Tool provides details about agent activity otherwise not available except through Genesys Infomart.