Learn from our managing partner Seth Wilson about how genesys pulse can be utilized for real-time metrics and analytics in contact centers.
There are things in life that I refuse to do if it’s a complete waste of time. These are things that are repetitive, never completed, and under appreciated. I have a list of such activities. Number one on that list is “folding socks”.
That’s time you never get back. Nobody cares if you folded all of your socks or not. If you sent a message out to all of your co-workers and customers saying “Hey I folded all the socks today!”. They wouldn’t read it, and the second time you sent that message they would create a rule to automatically delete all future messages.
Folding socks is not personally fulfilling to me. I don’t think I’ll be on my deathbed thinking: “I wish I had spent more quality time folding my socks.”
I could be surprised, but doubt it’s going to happen.
Why all this folded sock hatred? Well let me explain.
Let’s say you do your laundry once a week, and in that time it takes you about 10 minutes to fold your socks. Now let’s say that you started doing your own laundry about eighteen years old, and let’s say you continue your sock folding tradition until you’re about ninety-five year old.
27.8 DAYS! Days….. folding flippin socks! What else could you be doing with that time? Spend time with loved ones? Work on something personally fulfilling? Sleep more?
And that’s just one person. Do you do laundry for your spouse, kids, other loved ones? You can just multiply that number.That’s time you will never get back!
So what to do about it?
- Stop wearing socks and tell everyone you are fashionable. Worked for these guys:
- You can take the Tom Brady approach and treat socks as disposable. Buy 365 identical pairs and throw them away after a single wearing.
- Find a better way to spend your time!
My personal solution is streamline the entire process and skip the entire sock folding step. I buy identical socks. I wash socks and underwear together with nothing else. They go from the dryer straight to the same drawer. No folding no matching. DONE!
Then I move on to things more deserving of my time and attention.
The second thing on my list: Contact Center Reporting
Just like folding of socks. Contact Center reporting also makes my list. You spend time daily or weekly data metrics from multiple sources. Compiling the data in Excel, formatting, doing pivot tables and crafting your report to give stakeholders and management all the information they need at their fingertips. You send it out in an email.
The recipient might open it and look at it for about seven seconds. More likely it goes into the abyss of dead emails never to be seen again. Then, about four hours later that same person shows up at your desk and asks a question that would have been answered in the report, had they taken the time to understand it.
Your never getting that time back. You need to find a better way to accomplish the goal of them understanding what’s happening in your contact center, and stop wasting your time in the process.
What if you could present the data from your Genesys PureEngage system in an easy to interpret dash board that shows you the right information you need to be paying attention too, at the right time, and without having to cobble data together from multiple sources?
Display both real time and historical information on a dashboard, or better yet on a wallboard in an information radiator style.
Genesys Pulse can do all of this for your Genesys contact center, and more.
Genesys Pulse is a widget-driven, graphical user application, which is accessible from a web browser as a Genesys Administrator Extension (GAX) plug-in application. Using a direct communication link to a real-time metrics engine, Stat Server, Genesys Pulse enables at-a-glance views of real-time contact center statistics within the GAX user interface.
- Support for PureEngage 8.1, 8.5 and 9
- Intuitive user interface
- Simple customization through widgets
- Accessible from any location through thin-client technology
- Track and monitor the progress of outbound campaigns
- Support for multimedia interactions
- Real-time status of the contact center workforce across all channels
- Export widget KPIs to csv format
- At-a-glance view of statistics
- Intraday trends of contact center KPIs
- Multiple graph types
- Pre-defined reporting widget templates
- Custom report and statistic formula creation
- Support for tablets
- Third-party integration
Get more useful data out of your Genesys PureEngage contact center, spend more time doing useful things other than creating manual reports. To learn more about Forty 7 Ronin’s Genesys reporting solutions, please visit us at www.forty7ronin.com. You can also download our white paper, Genesys Reporting: What You Don’t Know Can Hurt You.