Monitoring & Analytics - Genesys CTI

Customer(s)

eBay, Largest US-Based Healthcare

Environment

• Custom Genesys CTI (APIs, Workspace Web Edition) and integrated to Salesforce Cloud
  https://docs.genesys.com/Documentation/GC/latest/Agent/QuickStart

• Salesforce Cloud Lightning
  https://www.salesforce.com/campaign/lightning/

Problem

Client was experiencing issues with its CTI(Genesys)-Salesforce integration and custom code written around it that was initially built to deliver a better and smoother user experience to its SF users. Yet, a number of issues occurred and SF Users and IT Dev Teams were spending significant amount of time troubleshooting issues. Only a fractions of these issues were being resolved and many weren’t due to the lack of insights. SF logs only help understand what goes on on the backend of the SF application, but do not help understand what goes on with the SF user and everything in between that user and the SF cloud infrastructure.

At a high level

1. A user logs into WWE (Genesys) and a JS page loads.
   Telephony events go through a custom page on Salesforce. Custom code is there to get info about the call events which then gets written to the browser’s local storage when a specific event is triggered, using a unique prefix “ACME”.

2. A user logs into SFDC. JS page is loaded which subscribes\posts to the browser local storage with some business logic looks up person details in SFDC, automatically navigates the user to the Account Detail Page) and writes some info in the console using the same prefix “ACME”

Solution

Germain was first deployed for a few pilot users to assess benefits and then got further deployed to thousands of SF users.

Germain is now helping the client identify where a CTI transaction gets disconnected, helping identify the root-cause of that disconnection, in real-time.

Germain also captures, in real-time, the scenarios that lead to issues, saving crucial time for root-cause analysis and validation of fixes.

Browser Console Logs (from WWE Genesys) CTI and SF transactions are captured and correlated in real-time by Germain. Errors are proactively identified, before they affect the SF users. (whenever a known/approved solution is identified) Issues are automatically resolved via script execution, at any level of the infrastructure.