Genesys CTI Monitoring

Features for Genesys

Germain monitors uptime, performance and user experience of Genesys (CTI) in near real-time.

When monitoring a Genesys environment, Germain considers the following:

Technology Anomaly Detection

Dysconnectivity, errors or other technology issues are detected by Germain UX in real-time.

Process Inefficiency or Drop-offs

Sales or Service Call that does not go well is identified by Germain UX.

Here are examples of insights you can get with Germain UX monitoring a Genesys CTI implementation:

Agent Experience

Monitor the experience of agents handling customer interactions. Agent Session are recorded, as if you were watching the agent from his/her shoulders. You can then replay those sessions at anytime to understand the Agent Experience.

Agent Efficiency

Germain also tracks metrics like average handling time, customer satisfaction ratings, first-call resolution rates, and agent occupancy. Identify opportunities for agent training and improvement. More details on Business Process / Workflow Monitoring.

Genesys performance

Germain monitors the performance of WWE CTI browser, Genesys Workspace Desktop Edition (WDE) and Genesys Supervisor Desktop. Track metrics like application response time, login/logout durations, and application errors. Identify any performance issues or usability problems.

Here are some examples of how it looks on Germain drillthrough dashboard:

Call routing and handling

Monitor the performance and efficiency of call routing and handling processes. Track metrics such as call volume, queue lengths, agent availability, and response times. Identify any bottlenecks or issues in call routing that could impact customer experience.

Integration points

Monitor the integration points between Genesys and other systems, such as CRM systems or third-party applications. Ensure that data is flowing correctly and track response times for integrated processes.

System availability

Monitor the availability and uptime of Genesys components such as Genesys Framework, Genesys Configuration Server, and Genesys Universal Routing Server. Ensure that these core components are up and running to maintain system availability.

System performance and resource usage

Monitor the performance of Genesys servers, including CPU usage, memory utilization, disk I/O, and network traffic. Ensure that the system has enough resources to handle the load and identify any resource constraints.

For more detailed information or information on how to monitor other CTI technologies, please reaching out to us. We will provide you with further guidance and assistance tailored to your needs.

Component: Engine, RUM JS, RUM Extension

Feature Availability: Germain 2022.1 or later