The value of customer experience monitoring software as a tool for gathering agent performance data for liability and training concerns is crucial for today’s contact center administrators. Synchronized voice and data logs and analytic tools assist managers in supervising the effectiveness of agents in order to assess the overall productivity and profitability of the contact center.

Presto for Genesys acts as a reporting tool for Genesys environments. Specifically designed to save time and money, Presto is a selective cradle-to-grave data collection engine that enables managers to quickly and easily generate skills-based and custom reports on standard Genesys statistics. The tool provides contact center managers with immediate access to the data they need to effectively manage a contact center, while enabling them to lower operating costs through enhanced agent productivity, minimal training requirements, as well as reduced system and storage requirements.

With other reporting applications, substantial physical resources are required to avoid double counting. Presto for Genesys requires far fewer resources and less time to produce identical reports. The data collected with other reporting tools is stored in numerous relational tables. Extracting simple data becomes cumbersome and requires a lot of processing time, making some types of reporting unfeasible. Presto for Genesys stores the data in one or more tables, according to the specifications, and reports with merely 1% processor load by call per second*.

Presto leverages the Genesys investment by using off-the-shelf templates to produce custom, highly granular reports on selected data. Integrated as part of the overall contact center solution, Presto complements Genesys’ CC Analyzer by offering customizable, plug-in templates for a lighter view of data, and goes beyond Genesys’ Call Concentrator module by giving a more granular view of the information.

Featuring unprecedented flexibility, Presto for Genesys enables managers to specify their reporting needs, collect the relevant data required, and instantly report statistics on any combination of sites, services, skills, languages, agents, etc. In addition, the tool enables managers to improve agent productivity and customer service by flagging problems for immediate resolution, and generating just-in-time historical data reports for any selected time interval. Presto also calculates total call time per agent, and offers high availability and hot standby, allowing distribution of cumulated data on several databases to preserve data integrity during contingency situations.

Example of Agent Statistics Report

Presto for Genesys supports databases including Oracle, MS SQL, DB2, ODBC, Informix, InterBase, MySQL, Centura (formerly Gupta), and Sybase.

Knowledge is power and Presto for Genesys gives the power to instantly know what’s happening in a contact center. To produce a complete audit of operations, simply log on to the Web, use Presto’s predefined templates to select the data you require, hit “enter”, and presto, your custom report appears on screen within seconds!

*Based on the following configuration
Pentium II 266 MHz
16 GB disk drive
128 MB RAM
TCP/IP 10 BaseT Board

FEATURES AND BENEFITS

• Offers unprecedented flexibility, allowing contact center managers to define their reporting needs and collect data accordingly
  
• Enhances Genesys’ CC Analyzer, letting you easily create cradle-to-grave reports on specific calls and agent behavior
  
• Provides much more than skill-based reports, by collecting any combination of attached call data and Genesys statistics to generate reports
  
• Empowers managers to improve agent productivity and customer service by flagging problems and enabling supervisors to resolve them immediately
  
• Generates on-the-fly historical data reports, using any time interval chosen by the client
  
• Offers reports that fit your specific contact center needs, as Presto is entirely based on call data provided by the TServer, while other reporting tools are based on the Stats Server
  
• Saves time by rapidly producing skills-based and custom reports on standard Genesys statistics
  
• Saves money through enhanced agent productivity, minimal training requirements and reduced system and storage requirements
  
• Offers high availability and hot standby, allowing distribution of accumulated data on several databases to safeguard information during contingency situations

For more information, please fill out the information request form.

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