Genesys Reporting External Provider. Technical points to verify.

[CesarITD]

These are the requirements we have: R1. Achieve a Genesys Realtime Monitor that meets these conditions: C1. Need to add the column “Campaign Name”. Today it is being used as part of the business procedure. C2. That only users from a certain group (i.e. Intake Agents) appear in the screen, without pagination. Currently, all Genesys users appear in the monitor

R2. To obtain Genesys Data Entities that allow to be related to CRM Data Entities to be able to develop Reports from these two sources together.

[CesarITD]

Technical points to verify with the external Vendor:

• The Monitor (R1) must include the “Campaign Name” column.
• The monitor (R1) need have only users from a certain group (i.e. Intake Agents) appear in the screen, without pagination.

Report related:

• We need a connector that allows you to easily make data mapping available in Genesys to Entities that are designed.
• The connector needs to be opened in order to make new developments.
• Data entities are required to reside in our ElasticSearch.
• Support is needed in the creation of the final Entities model to create. This model will have relations within Power BI with the CRM Data Entities.
• It does not help us a solution that only show reports in an external service with only Genesys data.

[jesusitd]

Regarding the meeting with AVTEX?

• What to they offer exactly? - DEMO
• Connector in Import Mode / DirectQuery mode???
• What are the data transformation options provided?
• How does the data model generated look like ??? (Entities/dimensions)

CC @CesarITD

[jesusitd]

Waiting on wrapup email from Avtex about custom Power BI connector.

Facts:

• has directquery and import mode
• they offer prebuilt reports

Need to: see data model see ETL or middleware do they provide the ability to manipulate the entities imported? is it an ODBC connector (can we use it for something else, like a MySQL / Genesys integration???) ?

@CesarITD @fedegarza

[jesusitd]

From AVTEX:

Hi Guys,

I will try to make this easier and perhaps we can have a follow up call after this to dig into this all further. But here is a quick response;

1. I will address the user pricing separately as they pointed out with Howard.
2. Intake: Questions related Power BI fed by Elasticsearch.

Avtex: We have web jobs that use the API to populate data in SQL. We haven’t run into the limiter yet the way it is, but I believe it will just reject subsequent API calls and not affect the front end, but we would have to clarify that with PureCloud as I’m not 100% sure.

As far as real time depends on what data. Conversations would be tough just based on volume and the way the API limits calls.

3. Intake: Technical leader (Nick): How does the AVTEX connector get the data from Genesys? Putting a API Request or using Webhook/socket from PureCloud into your connector. The thing is that there is a concern about making too many requests to PureCloud API and hitting any usage quotas that could threaten the normal operation of our PureCloud system, and our integrations with it. Avtex Answer: The Quotas are driven by the OAuth Keys and it will block future calls until it rolls to the next time period. The only time I've hit the limiter is when I would subscribe to Notifications for 100+ Queues or Users @ onetime. I had to break it up into 15second chunks.

4. Intake: and we wait for the answers of the questions in the previous email:
   a. How close the Wall Monitor (wallboard) is to be real-time? Which immediately ties to next question: b. How often is PureCloud data updated in Azure SQL? (we strictly need this to be as real-time as it can get, in a matter of seconds if possible)

Avtex: With the Real-Time Dashboards that use the Notifications Engine to Provide Queue Level Stats (ONLY QUEUE LEVEL), it is typically within a few seconds of when it changes in PureCloud. We only pull true RT for stats that actually change vs those that accumulate: • # Waiting, #In-Progress, #Agents On Call, Activated etc., we get RT pushes from Cloud • For Total Calls, Avg. Handle, Avg. Talk we setup a delay timer and only pull the updated Aggregates every 15s but it could be 30s or whatever we set as an interval. There is limited value in getting those stats in real-time, not from a Wallboard point of view. • When you look at what you can analyze when we are talking really doing real-time data analysis this is where: o We can leverage additional tools to look for changes in Handle, Wait Times and proactive push an alert to Power BI that Wait Times have increased x% in the last 15s or 30s etc. o That gets into true real-time data processing type activity that is not in our base solution Perhaps we can get on a call to discuss this further next week? Let me know of two dates and times and I will coordinate with my team.

Sincerely, ...

Tech questions and inquiries have been solved and is approved by @CesarITD @fedegarza and @jesusitd

[jesusitd]

Waiting on final approvals from HK and NM

[jesusitd]

@fedegarza we could perhaps close this one but I'm looking for those emails to get information about the connector we paid for again.