2. Monitoring the Dynamic Contact Center
What is the Dynamic Contact Center?
1. Network
2. People
3. Process
4. Knowledge
3. Executive Summary
VitalSuite is a Network Infrastructure and Application Monitoring
software tool. Enterprises implement VitalSuite to measure end-to-end
network and application performance to improve availability and
response time and prevent problems from occurring in the first place.
VitalSuite delivers:
Deep insight and visibility into the entire network infrastructure across multiple
vendors, devices, and geographies.
Continuous measurement of performance and quality of service while reporting
SLAs.
Threshold settings and alerts that provide advance warning of potential problems
before they affect quality or performance and end user experience.
Actionable information to solve issues faster and prevent problems from re-
occurring
Provide learned multi-level additive thresholding based on behavior over time.
Inform right away on effect of human intervention and mistake.
4. Paradigm shift in Operation
Moving from reactive action model and problems
solving operation process to a proactive operation
organization:
Proactive monitoring via VitalSuite is at the center of this change
Meaningful information provides the keys to action in solving
problematic event before they cause an outage
Meaningful information with normal traffic/activity behavior in
relation with time and normal deviation
5. Managing proactively the performance of a Genesys
contact center is made up to two distinct areas
Contact Center staff and call flow
Application and Network Infrastructure
6. What frustrates Customers
Waiting on hold too long
Having to repeat information
Longer then average call resolution time
Being put on hold multiple times
Agent lack of information
What frustrates Contact Center Agents
Slow application response or no response at all
Random computer issues
7. Taking Care of Business!
• Ghost in the machine
Lack of visibility into environment issues
Intermittent issues
• Another Brick in the Road
Slow delivery of pertinent data to Contact Center Agent desktop
Lost calls because of routing configuration changes
• Looking for Errors in all the Wrong Places
Reduce time to trouble shoot issues, quicker root cause analyses
Reporting on trends and anticipating capacity
8. Contact Center Infrastructure Performance
Performance problems with infrastructure components can occur that are
not easy to detect using Genesys tools alone
Poor VoIP Server
QoS Memory
utilization
too high
Call Center PBX
Agents
Server
response
slow
Interface
overloaded
All contact center components must work well together to provide
optimal Contact Center infrastructure performance
9. Contact Center Infrastructure Performance
Performance problems with infrastructure components can escalate and causes
poor QoS if they are not resolved quickly
Cannot hear Cannot access
customer Server Calls
Dropped
Server
Down
Call Center PBX
Agents
Network
Application
Connectivity
not
Lost
responding Transaction
hung
High Network
Latency
10. Performance Monitoring of a Contact Center
SIP
Softphone
Supervisor PC Media
gateway Switches
Web Servers
GVP
Call Center
Applications
CONFIG
Agent PC CRM Server
Agent Routers
Passive Call
Server
IPD/IDS
IP-Phone URS DataBase
Wallboard Server
Call Servers
Firewalls
SIP-Phone T-Server
Softphone E-mail Server
11. Performance Monitoring of a Contact Center
Genesys Customers Contact Center
Network
• Solution Control Server Agents
(SCS) Devices
• T-Servers
• Local Control Agent (LCA) IP PBX
• Universal Routing Server Config Server
(URS)
• Interactive Voice Response SCS Composer
(IVR) Message Server
• Computer Telephony MCP
Integration (CTI) T-Servers IVR
GVP 8 RM
• Composer Voice
LCA CTI
• Media Control Platform
(MCP) CCP
• Resource Manager (RM) URS App Server
• Call Control Platform (CCP) RS
• Reporting Server (RS)
ServerSIP DBMS
GVP 8 Servers
12. VitalSuite Heat Chart is your performance Dash Board
Key Performance Indicators illuminate the hot spots
with drill down to problematic issues.
Network Performance Heat Chart
Application Performance Heat Chart
14. Genesys Server to Server
Understanding the server to server communication between
Genesys components
Message
CTI Link Server
Inbound call T-Server
from PBX
LCA
Log DB
Solution Solution Control Server
Control Server Interface
Config Stat
Server Server
Config DB Log DB
URS Server
15. Voice Quality Vital to your Business
VoIP QoS Details and Network
VoIP Quality Utilization Quality by Day
VoIP Quality and Network
Utilization Quality by Day
VoIP Quality by Day
17. Business Critical Applications
Application monitoring from the End-User’s perspective
Average Transaction Time Server Load
Network Latency Client Time
18. Genesys SIP Server
Statistics from StatsServer
via SDK
• Peak/Avg Call Abandoned
• Peak/Avg/Total Call in
Queue
• Peak/Avg Call Cleared
• Peak/Avg/Total Call GUI
Entered Displays, R
eports, Alar
• Peak/Avg Call Answered ms
• Pct Call In Queue VitalNet Genesys
• Pct Call Abandoned Server
Genesys
• Pct Call Cleared Server
Genesys
• Pct Call Answered Genesys
Server
Stats Server
21 | VitalSuite Release
11
19. Genesys Integration - Enhanced SIP Monitoring
• VitalNet : Customers Contact Center
• SIP message stats Network
Agents
• VitalApps : Devices
• SIP Application
Expert Module IP PBX Config Server
Both approaches are intended to
be useful for monitoring any Composer
SIP server, including Genesys SCS Message
Server
MCP
SSG IVR
VitalNet
Monitor SIP RM
stats GA CTI
CCP
URS App Server
Monitor RS
SIP
Application SIP Server DBMS
Response GVP 8 Servers
Vital Agent
20. VitalNet SIP Message Stats
• VitalNet Collects SIP GUI Displays, Reports, Alarms
message stats
• via message collection
module on SIP server
• Message Counts by
type:
• Requests:
• Invite, ACK, Register,
Subscribe, BYE, etc.
• Responses: VitalNet
• 100 Trying, 200 OK, 400 SIP Server
Error, etc.
VitalNet SIP SIP
Collector Messages
21. SIP Expert Module
Desktop PC runs VitalAgent
• New VitalAgent Expert Module to monitor SIP transaction types
(Register, Call Setup, Bye, etc.)
• Report SIP transaction response stats to VitalApps (Transaction Count,
Response Time)
GUI VitalApps
Displays
and Agent
Reports upload
VitalAgent
SIP Expert Module SIP Server
SIP
User Desktop Transactions
22. What’$ the Payback
Contact Center per Agent Analysis
Hrs Min Sec Calls
Disappearing Revenue
Working hours 8 480 28800
Average Transaction Time 5 300
Average # Possible Transactions 96
Delay in application / network 10
New Average Transaction Time 310
Reduced # Transactions 92
# of Transactions Lost per day 4
Time Lost per Agent Time
•Delay in network/application per Transaction 10 (sec)
•Total Transaction Time Lost per day 1200 (sec)
•1 month (30 days) Time Lost 10 (hours)
•1 year Time Lost 120 Hours
Revenue Lost per Agent USD
•One Transaction Value $ 10.00
•Total Transaction Value lost per day $ 40.00
•1 month (30 days) Value Lost $ 1200.00
•1 year Value Lost $ 14,400.00
23. VitalSuite Network & Application
Monitoring provides
• Network wide performance management
• Maximum uptime
• Increased Quality of Service
• Investment protection
• Improved IT efficiencies and reduced cost
• Low cost of ownership - reduce CapEx and OpEx
• Simple and effective capacity planning ROI Study Results
• Fast, easy deployment Normalized for Company Size
• Enhanced end-user experiences
Average per 100
• Immediate ROI Users
IT Productivity Savings $ 8,293
User Productivity Savings $ 9,316
IT Efficiency Savings $ 1,464
Other Cost Savings $ 312
Total Cost Savings $ 19,385
24. Summary
• Proactive Contact Center monitoring.
• Single view of alerts (dashboard) of the entire call center performance to
monitor its performance behavior
• Maximize return on investment by reporting on all the elements that make
up the contact center.
• Understanding when and where to add resources to adjust to changing
load.
• Provide meaningful SLA reporting to business units.
25. Conclusion
1.People
• Better Customer to Agent experience
• Meaningful information to the right people at the right time
2.Processes
• Holistic View of the Dynamic Contact Center
• Proactive vs Reactive
3.Network
• Predicable and controllable Service Level Assurance
• Increase service availability and response
4.Knowledge
• Business insight to all Application Performance
• Asset Management / Capacity Planning – Maximize Return on Investment
Perficient an Alcatel-Lucent business partner specializing in the sales, deployment and integration of VitalSuite Performance Monitoring and Alerting software. Perficient was named Business Partner of the Year for 2010 because of our high level of service we provide our mutual customer.
So what is the Dynamic Call CenterThe Dynamic Call Center is made up of four components.Network – Ensuring the delivery is timely, having the right capacity and expected performance so the people that are customer facing can do their job at the best of their ability.People – These are the that are customer facing. Understanding the impact of performance of the infrastructure is critical in their delivery. Process – The people drive the processes in a contact center. The process is support by the applications the people use daily.Knowledge – The process is created from the knowledge learned and information gain from customers. Know what product and services customer require and making the delivery predictable and repeatable on each and every call.
The main objects of any contact center is either customer retention or revenue generating. Increasing employee job satisfaction is reflected outwards and noticed by customers. It also reduces staff turn over leading to better trained contact center staff.The experience any customer has when dealing with the contact center should be the same no matter the location. Agents can be located in corporate office or working from remote.
Contact centers performance monitoring covers to distinct areas:Staff and call flow – monitoring staffing levels, having people with the right training to handle different types of calls, being able to schedule based on passed trends and future campaigns.Application and Network Infrastructure – this is monitoring the infrastructure that delivers the service. Knowing and predicting application and infrastructure performance, being able to know when added capacity is required and where it is needed, applying and monitoring the SLA for application and network to ensure contact center agents can perform at their optimum levels. This in turn provides a good experience to customers.
What frustrates customersWaiting on hold too long - This is a classic frustration and the typical answer is to assign more people to handle the call volume. This may not always be the answer because what if the contact center is maxed out and can not support any more bodies – all seats taken at the workstation.Customers having to repeat information multiple times – Another typical problem, customers calls in, is prompted to enter the account information via the IVR only to be asked again by the contact center agent. This leaves the customer wondering what happen to the information they just entered.Longer then average call resolution time – No matter the type of call, inbound/outbound, chat or email you need to get to a resolution as quickly as possible. Having critical information readily available will only aid in the time to complete the call. The quick the resolution, the happier the customer.Being put on hold multiple times – Another classic issue. Agent puts the customer on hold multiple time possibly because of the next point, not having all the information. The customer perceives this as poor agent support, training or lack of efficiency or even poorly run company.What frustrates call center agentsSlow or no application response – Nothing worse then having a customer on the line trying to resolve an issue when the application on their screen is not responding. Providing pertinent information they require in a timely matter will reduce the time to resolve the call. The happier the customer is, the happier the agent is knowing they provided good service. Random computer issues – Contact center staff are customer facing. When they have computer issues affecting they ability to help customers, that frustration is transmitted through the phone to the end customer.
In order to provide the ability for contact center agents to perform at the optimum, monitoring the Genesys platform and all that supports it helps eliminate Ghosts in the Machine and removing Another Brick in the Road. To do this we need to be Looking for Errors in all the right places.That means “Taking Care of Business”
Call centers need to be Dynamic to handle the changing daily needs. That mean to understand performance and monitor the infrastructure with proactive tools Customers expect the very best in customer service Increasing call agents efficiency will reduce call time that will increase the number of calls handled by days end. Proactive monitoring in real-time will provide immediate notification to understand the impact and aid in the root cause analysis. Asset allocation, knowing when and where to add capacity based on real trend analysis. At the end of the day, it’s important to increase the over all efficiency that will over time reduce downtime.
Monitoring the Genesys means looking at all aspects that make up the solution. Understanding the what the Contact Center Agents are experiencing with desktop applications, looking at VoIP voice quality and network usage, monitoring the various components with in Genesys such as T-Servers, monitor all the back end servers and application the run on them as well. Knowing how email, CRM or WEB servers are performing is critical to the over all delivery of a Genesys Call Center Solution.
Monitoring for performance from End to End and every point in between means decreasing call wait and resolution time while increasing the number of calls a contact center can handle on a daily basis. VitalSuite Proactive monitoring will reduce escalation.
Level 1 Reactive or best effort – most enterprises work in this mode, as events happen and affect availability, people get engaged to try and solve issues. Level 2 Proactive – setting thresholds for performance and receiving notification before availability is affected; looking at usage and monitoring for trends to help predict problems before they escalate.Level 3 Services – The applications drive the services, so understanding the End to End availability and response time is mission critical; Looking at capacity to know when and where to provide more resources, intelligent asset allocation.Level 4 Value – Every IT Department wants to add value to the goals of their enterprise. By providing a verifiable SLA ensures they become more service aware. Call center is not just an application but a mission critical service to the enterprise’s line of business.
Taking a look at all the components to monitor with in a large Genesys infrastructure means monitoring End to End and every point in between. Knowing the performance of the back end servers and application running on those server. Looking at all the server hosting Genesys components such as T-Servers, Universal Routing Servers, SIP Server, Config Servers and GVP servers. Also looking a components running on GVP such as text to speak. Also know the call statistics like number of successful vs fail calls, number of call rejects and when they happened. Analyzing network performance of you routers, switches and circuits and if Voice Over is part of your deployment as well, then looking at how network utilization affects voice call quality. Monitoring the QoS is another very important aspect. For the Voice Over components, looking not only at the call server or media gateways but also down to the IP Phone. Monitoring the MOS and R-Factor scores. Tracking application performance from an end-users perspective provides insight to exactly what a contact center agent is experience. When and by how much are delays affecting their productivity on a day to day or hour to hour basis. Find out where efficiencies can be gained only improves their ability to deliver your companies message.
VitalNET collects these statistics directly from Genesys.These monitoring points provide call volume on either a minute by minute basis but also by the hour, day, week and month. It also provides the ability to look at trouble indicators such as rejected calls by the minute, hour, day, week or month as well. For Genesys Solution Control Server (SCS) version 8, SCS T-Server Link – messages transmitted (#, avg rate, peak rate), messages received (#, avg rate, peakrate) is also included
Monitoring statistics for Genesys is knowing what exactly is happening throughout the day. Looking at the number of calls on each T-Server or SIP-Server. Being able to know exactly when call failures or rejects begin to happen and getting someone alerted before it escalates.
Monitoring Genesys means understanding all the server to server communication. Understanding the IP flow, number of transaction and if there any issues between them such as TCP connection drops or high latency. This especially true when monitoring communications between two T-Servers when they are in separate Data Centers. What happens when the communication between a primary T-Server and its failover partner drops momentarily. The failover T-Server communicates with the PBX to change the call route point. In the mean time TCP recovered and the failover T-Server returns to failover mode but calls may have been already routed to the failover T-Server. Those calls will be abandon or lost.
VitalSuite provides simplified view of all key performance indicators and how they affect the operation of the call centre like VoIP Quality.
In the past monitor Genesys meant only looking a Agent call performance. Now we need to look at all aspects including network elements because those links provided the plumbing to delivery the content the Concenter Center Agents require to do their job. Looking at network interfaces and connections for congestion and errors, understand when issues start to surface, where to look for a root cause.
Customer databases, email, DNS, web apps are all critical to the operation of the contact center. Understand the End to End performance from an end user’s perspective provides insight into the concenter center agent’s experience in real-time. Having this kind of detailed information to make decisions presents new insight into application performance.
Network wide performance management provides a complete overview of the enterprise's physical infrastructureMaximum uptime as a result of proactive performance monitoring and network-wide visibility across the entire IT infrastructure Increased Quality of Service by improving available bandwidth and managing time sensitive servicesInvestment protection: VitalSuite integrates easily with existing and emerging technologiesImproved IT efficiencies and reduced cost by centrally managing network performanceLow cost of ownership - reduce CapEx and OpEx outlays with a simple, economical licensing model, cut training time and expense with an easy to use web-based management interfaceSimple and effective capacity planningFast, easy deployment: identify trouble spots, verify Service Level Agreement (SLA) compliance and optimize resource utilizationEnhanced end-user experiences: access real-time data to identify performance issues before they affect usersImmediate ROI: track usage data to consolidate or eliminate operational resources
The biggest advantages to proactive monitoring with VitalSuite include:Increasing the quality of service delivered so customers have a good experience each and every time.Reduce Cost to the over all management of the call center since we now driving more efficiencies. Being able to hand more calls with the same number of agents.Increase Revenue by ensure those application and services are available when a call center agent requires to close more business. Having the ability to generate mores call per day per agent provides greater sales for the enterprise.