Your contact center undergoes several configuration changes on a daily basis. These changes are inevitable yet necessary to support your customers, improve the overall performance of your business and stay competitive in this ever-changing marketplace. How can you effectively gain control of the configuration changes to know what’s really happening to your contact center systems?
Attempting to promote applications from one environment to another can be technically demanding and labor intensive. Pointel CMS simplifies this promotion/migration process, saving business hours and reducing the risk of errors. CMS can be used to compare configurations between different regions (e.g., development and staging) to identify discrepancies quickly. Pointel CMS provides detailed reports on the health of your Genesys solution, including places without DNs, identify agents without login IDs, the last login date for each agent, disable inactive agents and provide detailed license usage reports.
Backing up your configurations can now be easily done with just a few clicks. The baseline feature of Pointel CMS allows you to compare your current configurations against your backup records to understand what was changed and when. Using CMS’s Customer Experience Monitoring, you can create notification alerts at both the application and transaction list level, as well as at the section and option levels. For example, you can establish an alert for when someone changes a critical list object or critical option within an application. Each alert can be configured to notify different groups within your organization and to send alerts to certain To, CC and BCC lists.
Most contact center agents work remotely and many often from home. Supervisors and managers are tasked with managing agents while ensuring that customers receive a great experience. A remote agent who forgets to log out from the phone system may alter reports and even worse, impact the customer experience. In dire scenarios, you may need to close a call center quickly due to an emergency, such as a fire drill or tornado warning. Pointel CMS provides a user-friendly way to see which agents are logged in and remotely log them out or if necessary, log out an entire group of agents.