It should be the simplest of tasks to be able to trace an inbound call from arrival to termination, right? Unfortunately, enterprise reporting of call routing can be a tricky path, especially in a mixed platform environment. If you are using the Genesys platform voice routing solution alongside any legacy telephony or “back up” vector/ACD or other SIP routing, you will know that capturing the right reporting information can be a bit of a struggle. But it doesn’t have to be, if you have the right approach. Let’s take an example call flow;
The Caller Journey
Any voice calls which flow into, out of or through Genesys voice routing are a breeze for the very powerful routing engine. But to be able to map and report on the Caller Journey across both Genesys and non-Genesys elements you first need to understand where all the touch-points are;
- Calls arrive from the national network (PSTN), delivered to a local (PBX) number.
- Calls are “parked” on a local extension number, as various initial routing decisions take place.
- Calls may then be routed to;
- Genesys Agent Groups, Skills or other Genesys target types.
- Non-Genesys Agents or legacy ACD Hunt Groups.
- Via SIP, it may be destined for an IVR – in this example GVP.
- The caller may be offered Queue services, such as VHT.
- Calls may be Self-Served in the IVR, where it’s journey ends.
- Post-IVR, the caller may need to speak with a Genesys resource/target and they are Queued.
- Alternatively, the caller may need assistance from non-Genesys resources or external targets.
Looking at the call paths from the Caller Journey reporting perspective, these types of mixed environments can present problems. Without the right monitoring in place, it is possible that you will lose sight of where all of the individual calls were passed – and that frequently means your volumes simply won’t add up. Accounting for every call – even at simple volume levels – requires a little more planning within the configuration of the solution and a little more development of the routing tools, too. That is why it is really important to note that the Genesys elements across a voice solution not only serve that solution – but they are also exceptionally good at monitoring the sub-elements it is connected to. The Genesys voice solution has “CTI Link” connections (TServer and IServer elements) to your local telephony solutions, including; PBX/Switch, SIP Servers, IVR’s – and even those non-Genesys ACD Groups. This means that Genesys, with some development, is able to monitor and report on everything that’s going on within the equipment it is connected to.
Now here’s the science bit…
For each item listed below, Infomart or CCA reporting will need to be developed to include the (new) reporting elements, once they registered and statistics are configured against them;
- For non-Genesys PSTN (national) inbound numbers; registering a new External Route Point (ERP) through the local Switch (PBX) inbound number will allow for reporting on the volumes inbound for those numbers. For example; A national number 0800-1234-5678 that routes to your local switch will arrive on a local trunk number, which is accessible to Genesys TServer – therefore, it can be monitored.
- For calls being delivered to non-Genesys ACD Groups; registering a new Route Point (RP) for every/each non-Genesys ACD Hunt Number will allow reporting on volumes passing through those points.
- For non-Genesys Agents on the same PBX/Switch; register a Directory Number (DN) using either the Agents ACD (“Login”) Number or their standard extension number, for each Agent. This will allow reporting on volumes being delivered to them – including time to answer, talk time, etc.
- Additionally; for GVP, VHT or a generic IVR solutions, registering a Group of DN’s associated with the Port range of the Solution will allow reporting of the volumes being passed into and out of that Solution, including caller identification information (ConnID, etc.)
- Stop multiple counts of calls; If your routing is designed to loop callers through the same Route Points or Queues, but you only want to report on each interaction/call once, make sure “DCID” (“Distinct by ConnID”) is set within your Genesys statistical configuration for each element. Otherwise, calls will be accounted for over and over, depending on how many times they looped. How do you count the number of times the call looped? Add a Peg to your Genesys routing strategy and count those, instead!
Using these basic planning steps, you can begin to fill the gaps and build up a complete Caller Journey, including non-Genesys delivery areas and external resources.
If you would like more information on Genesys reporting of the Caller Journey through a mixed environment, why not connect with a member of SOFTEL’s team today? We’d be happy to assist you in planning and delivering your own Enterprise strategy and development, based on your environment.
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