AuditGen Business Overview
•
0 j'aime•448 vues
AuditGen Business Overview, Checkout the features, value added and ROI tangible factors
Recommandé
Contenu connexe
Dernier
Dernier (20)
En vedette
En vedette (20)
AuditGen Business Overview
- 1. All rights reserved © www.AuditGen.com “The ultimate solution for the Technical and Operational Audit of your Genesys Contact Centre platform” It’s all about operating your contact Centre platform more efficiently! AuditGen is more than just a solution for configuration audit trail !
- 2. All rights reserved © www.AuditGen.com AuditGen helps business users operate more efficiently: • Audit trail for all configuration changes (agents, campaigns, DNs, Places, etc.) • Intelligent single & recurrent configuration change planning based upon custom schedules • Safely planning and scheduling skill changes within and outside of working hours • Planning and scheduling routing logic changes within and outside of working hours • Functional real-time notifications based on custom rules combining business metrics • Remote controlling agent states through a web interface • Automating detection of agent and DN configuration discrepancies • Improved and extended usage of Genesys features with no need for technical expertise AuditGen helps technical users operate more efficiently: • Tracking and easy categorization of all types of configuration changes • Adhoc dynamic aggregation of configuration change reports • Save time extracting and analyzing log files for fault finding following configuration changes • Reduce the time it takes to manage project delivery releases between environments into production • Automated comparison of application configuration within and between different environments • Supports of automatic system documentation through easy reference configuration tracking • Reducing Planned and unplanned outages • Easy access to audit trail data and real time rollback capabilities with intelligent notification mechanisms • Real-time and consolidated view of platform stability and application start/stop activities Operating more efficiently
- 3. All rights reserved © www.AuditGen.com Feature Scope Benefits Configuration change management • Fulfillment of ISO and government compliance requirements • Support of release management (recurrent upgrade activities) • Enhanced operations through extended audit trail capabilities • Minimized risks linked to frequent configuration changes Configuration scheduling capabilities • Higher operational efficiency • Cost reduction through the automation of configuration scheduling during as well as out of operation hours • Consolidated and immediate reporting of all change activities Technical audit features • Consolidated view of all platform configuration elements • Efficient fault management and reduction of down-time • Increased efficiency in maintaining synchronization between multiple environments Operational audit features • Cost avoidance through real time control of system utilization (licenses & extensions) • Reduction of operations down-times due to incorrect business configuration Intelligent notifications • Real time business notifications beyond technical alarms • Custom notification rules to support the needs of different departements Features & Benefits
- 4. All rights reserved © www.AuditGen.com Reduction of operational costs • Reduction of down-times and efforts to restore operations • Reduction of implementation and migration risks and inherent costs • Reduction of costs of mobilising of resources out of hours to conduct business configuration changes • Reduction in cost of resources through the automation of complex technical tasks • Cost avoidance through real time control of system utilization Increase in operational efficiency • Real time business notifications to support better informed decision-making process • Higher efficiency through configuration scheduling capabilities • Improved fault management and quick identification of poor change behaviour • Increased efficiency in maintaining synchronization between multiple environments • Enhanced operations through extended audit trail capabilities • Enhanced operations based on multiple consolidated configuration and audit reports ROI Tangible Factors
- 5. All rights reserved © www.AuditGen.com Target User Groups AuditGen Contact Center Managers Project Implementation Teams Professional Services Contact Center Operational users Technical Support Release Management
- 6. All rights reserved © www.AuditGen.com AuditGen Modules • CPU/MEM capture & reporting • Platform CAPS capture & reporting • Configure, schedule and track option changes for all transaction object types • Plan single as well as recurrent changes based upon custom schedules User Notifications Audit Business Configuration Configuration Audit Trail Multiple Configuration Reports System Notifications Multiple Audit Reports Audit Agent Reports Agent Conf. Manager List Options Manager Automated Jobs • Configuration reference report • Applications configuration • Transaction list options • Campaign/calling list • VAG Skill expressions • Places/Extensions • Permissions • Application status • Extension/License usage • Extension state reporting • Application errors • Infomart jobs • Audit Environment’s Applications • Track & display changes within context • Dynamic reports aggregation levels • Dynamic charts: config change history • Smart rollback features • Integrated Genesys SCI alarms • SNMP traps • Email notifications • SMS alerts • Audit agent configuration discrepancies • Audit DN configuration discrepancies • Disconnect/logout agents remotely • Agent matrix reports • Configure, schedule skill, access group, capacity rule changes • Plan single and recurrent changes based upon schedules AuditGen Operational Audit AuditGen Notifications AuditGen Technical Audit • Multi-Environment/Customer • Multi-Tenant • Multi-User • Multi-Language Notification calendars Notification Rules • Custom & flexible calendars shared among users • Custom rules for various notification areas
- 7. All rights reserved © www.AuditGen.com Unique and holistic approach to Configuration audit trail : • No gaps in tracking all types of configuration changes • Multi-customer/ Multi-environment, multi-tenant, multi-user, multi-language • Quick single as well as bulk categorize your changes and application status records A comprehensive set of configuration and audit reports • Saves you time querying your configuration database and compiling data in Excel tables • Saves you any dependency on skilled experts to extract configuration data for audit purposes • Quick a access to a number of unique auditing capabilities (license & extension usage, GIM jobs, Application errors, Application configuration across environments, Application startups…) Functional notification beyond technical alarms covering both system and user custom alerts (total flexibility through the combination of notification rules, channels and calendars) Web2.0 rich and interactive presentation layer • Focus on various report areas without overlapping screens nor cumbersome menu navigation • Similarities with Genesys GUI keeps technical and business users in their comfort zones • Access to multiple pre-filled filter criteria across all audit reports Unique Features (1/2)
- 8. All rights reserved © www.AuditGen.com Unique Features (2/2) Scheduling Configuration Change capabilities AuditGen provides a unique modules that most users miss through Genesys tools: • Scheduling one time execution for immediate or a selected date and time • Scheduling of recurrent configuration updates based upon custom schedules • Scheduling individual as well as entire skill profiles • Reporting & Notifications of job results AuditGen's Agent Configuration Manager : This module allows you to schedule agent’s skill, capacity rule and access group changes and get notified in case of success or failure of the scheduled job. AuditGen offers unique capabilities to track, visualize and manage scheduled jobs in a calendar web interface. AuditGen allows safe scheduling of bulk updates as submitted to a unique concept checking configuration server performance prior to applying any planned changes. AuditGen's List Option Manager : This module allows you to plan changes to the options of all your object types (i.e options used to control routing strategies) get notified upon execution success or failure as well as view scheduled changes in a calendar web interface.
- 9. All rights reserved © www.AuditGen.com Feature Overview (1/3) Configuration audit trail for all object types with one click categorization feature Smart rollback features including rollback of routing strategy changes Dynamic aggregated reports/charts for configuration change history Easy access to all object details under familiar, CME like tab structure Multiple Configuration reports allowing you to browse and filter all your Contact Centre configuration Multiple audit reports to track your platform usage: -Reference configuration tracking -Categorization of all application status changes -Extension usage report, Extension State Report & License usage tracking -Infomart job tracking -Audit application errors (customize any type of errors you’d like to track) -Audit application configuration & comparison across environments Automated metric collection (URS CAPS and CPU&MEM for all your hosts with no additional agent technology) AuditGen Technical Audit Configuration Audit Trail Configuration Reports Audit Reports
- 10. All rights reserved © www.AuditGen.com Audit Agent configuration: find out discrepancies between a reference agent and all remaining agents/persons based on any selected criteria Audit DN configuration: detect any configuration discrepancies and highlight differences between any selected criteria for the selected DN/DN type Audit Environment application discrepancies: Compare application settings across different environments & display differences within context Business metric configuration and operational notifications Audit real time agent states allowing remote logout functionality for a selected media type Scheduling of agent skills skill/level, Capacity rule, Access Group changes based on skill profiles and custom schedules & view scheduled jobs in MS outlook like calendar Scheduling of routing strategy parameter changes (list options) based on custom schedules & view scheduled jobs in MS outlook like calendar AuditGen Operational Audit Audit Business Configuration/Metrics Configuration Scheduling Audit Agent States Feature Overview (2/3)
- 11. All rights reserved © www.AuditGen.com Notification Rules (what to notify): -Custom rules for the various audit areas (config. changes, errors, business metrics) -Configurable notification thresholds Notification Calendars (when to notify): -Calendars for notification days -Calendar for exceptional days Notification Channels (how to notify): -System Notifications • Custom SCI alarms • Custom SNMP traps -User Notifications • Email alerts with custom subject • SMS alerts with custom text System & user specific notifications combining custom rules, calendars and channels AuditGen Audit Notifications Notification Rules (What) Notification Calendars (When) Notification Channels (How) Feature Overview (3/3)
- 12. All rights reserved © www.AuditGen.com Questions Please send your questions to support@auditgen.com
Notes de l'éditeur
- AuditGen supports release management: Reduce the time it takes to manage project delivery releases between environments into production Automated comparison of application configuration within and between different environments Supports of automatic system documentation through easy reference configuration tracking AuditGen helps support departments through: Reducing Planned and unplanned outages Easy access to audit trail data and real time rollback capabilities Intelligent and versatile notification mechanisms AuditGen helps technical users operate more efficiently: Tracking and easy categorization of all types of configuration changes Adhoc dynamic aggregation of configuration change reports Save time extracting and analyzing log files for fault finding following configuration changes AuditGen helps business users operate more efficiently: Functional notifications based on custom rules combining business metrics Safely planning and scheduling skill changes within and outside of working hours Planning and scheduling routing strategy changes within and outside of working hours Intelligent configuration change planning based upon custom schedules and business metric rules Remote controlling agent states through a web interface Automation of detection of agent and DN configuration discrepancies Improved and extended usage of Genesys features with no need for technical expertise
- Target User Communities Project implementation teams Release management Contact center managers Contact center operational users Technical support Genesys professional services
- --TECHNICAL AUDIT— Configuration Audit Trail Track & display changes within context Dynamic reports aggregation levels Dynamic charts: config change history Smart rollback features Multiple Configuration Reports Configuration reference report Applications Transaction list options Campaign/calling list VAG Skill expressions Places/Extensions Permissions Multiple Audit Reports Application status Extension/License usage Extension state reporting Application errors Infomart jobs Audit Environment’s Applications Automated Jobs CPU/MEM capture & reporting Platform CAPS capture & reporting --OPERATIONAL AUDIT— Audit Business Configuration Audit agent configuration discrepancies Audit DN configuration discrepancies Audit Agent Reports Disconnect/logout agents remotely Agent matrix reports Skill Manager Configure, schedule and track skill changes Plan changes based upon schedules and business metrics List Options Manager Configure, schedule and track option changes for all transaction object types Plan single as well as recurrent changes based upon custom schedules --NOTIFICATIONS-- Notification calendars Custom & flexible calendars shared among users System Notifications Integrated Genesys SCI alarms SNMP traps Notification Rules Custom rules for various notification areas User Notifications Email notifications SMS alerts
- The following points are not an exhaustive list of AuditGen unique features that extend way beyond simple configuration audit trail capabilities: Web2.0 rich and interactive presentation layer Focus on various report areas without overlapping screens nor cumbersome menu navigation Similarities with Genesys GUI keeps technical and business users in their comfort zones Access to multiple pre-filled filter criteria across all audit reports Unique and holistic approach to Configuration audit trail : no gaps in tracking all types of configuration changes Multi-customer/ Multi-environment, multi-tenant, multi-user, multi-language Quick single as well as bulk categorize your changes and application status records A comprehensive set of configuration reports Saves you time querying your configuration database and compiling data in Excel tables Saves you any dependency on skilled experts to extract configuration data for audit purposes A unique set of audit reports Quick a access to a number of unique auditing capabilities (license & extension usage, GIM jobs, Application errors, Application configuration across environments, Application startups…) Functional notification beyond technical alarms covering both system and user custom alerts (total flexibility through the combination of notification rules, channels and calendars)
- Scheduling Configuration Change capabilities AuditGen provides a unique modules that most users miss through Genesys tools: Scheduling one time execution for immediate or a selected date and time Scheduling of recurrent configuration updates based upon custom schedules Reporting & Notifications of job results AuditGen's Skill Manager: This module allows you to schedule skill changes and get notified in case of success or failure of the scheduled job. AuditGen offers unique capabilities to track, visualize and manage scheduled jobs in a calendar web interface. AuditGen allows safe scheduling of bulk updates as submitted to a unique concept checking configuration server performance prior to applying any planned changes. AuditGen's List Option Manager: This module allows you to plan changes to the options of all your object types (i.e options used to control routing strategies) get notified upon execution success or failure as well as view scheduled changes in a calendar web interface.
- Configuration audit trail for all object types with one click categorization feature Smart rollback features including rollback of routing strategy changes Dynamic aggregated reports/charts for configuration change history Easy access to all object details under familiar, CME like tab structure Multiple Configuration reports allowing you to browse and filter all your Contact Centre configuration Multiple audit reports to track your platform usage: -Reference configuration tracking -Categorization of all application status changes -Extension usage report, Extension State Report & License usage tracking -Infomart job tracking -Audit application errors (customize any type of errors you’d like to track) -Audit application configuration & comparison across environments Automated metric collection (URS CAPS and CPU&MEM for all your hosts with no additional agent technology)
- Audit Agent configuration: find out discrepancies between a reference agent and all remaining agents/persons based on any selected criteria Audit DN configuration: detect any configuration discrepancies and highlight differences between any selected criteria for the selected DN/DN type Audit Environment application discrepancies: Compare application settings across different environments & display differences in Genesys like CME Object tabs with custom colors Business metric configuration and history tracking of any custom statistics combination Audit real time agent states allowing remote logout functionality for a selected media type Scheduling of agent skills skill/level changes based on custom schedules & view scheduled jobs in MS outlook like calendar Scheduling of routing strategy parameter changes (list options) based on custom schedules & view scheduled jobs in MS outlook like calendar
- Notification Rules (what to notify): -Custom rules for the various audit areas -Configurable notification thresholds Notification Calendars (when to notify): -Calendars for notification days -Calendar for exceptional days Notification Channels (how to notify): -System Notifications Custom SCI alarms Custom SNMP traps -User Notifications Email alerts with custom subject SMS alerts with custom text System & user specific notifications combining custom rules, calendars and channels