Genesys Stat Server Guide

Genesys Cloud Routing
1

Hey there,

1st of all would like to say hi, im new not only to this site but to Genesys as a whole, i have just been offered (and accepted) a job where i will be helping land a Genesys solution. I come from a Symposium and ICM background so please bear with me until i can find my feet. :slight_smile:

The first task i have been asked (without even seeing the systems) is to find out the answer to the following:-

If agents are not logged into a vq (is that right?) the estimated wait time has a default of 10000 according to the “Genesys Stat Server Guide”.

Now, 2 points here, is there anyway someone can send me a copy of this guide and advise where it is in the guide as a reference point and also - why would it default to 10000 instead of 0??

Any input here would be very much appreciated and i hope to be on this on a regular basis.

Cheers ;D

2

No, agents do not log into a VQ - a VQ is a ‘virtual queue’ calls are pegged against for reporting issues, they are not telephony queues. Calls are usually ‘distributed’ from VQ to agents though.

Cause if no agents are not logged in, a call will potentially stay in the queue where it is sitting forever.

Fra

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3

hey - many thanks for the prompt return.
so, if there are no agents on the virtual queue to take a particular call type this means a call can potentially stay in a queue for (a default) 3 hrs? - can i change this, reduce it perhaps? (can you send me the extract from the guide? when i get in the job im going to register for the support forums on genesys)

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Once a call is in queue its there until the customer hangs up or an agent logs in to answer it. estimated wait time is used for for each skill VQ to calculate your dissuasion thresholds.

Tambo

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Hi Tambo,

Thanks for the reply, sorry but that doesnt make sense, Fra states agents dont login to Virtual Queues yet you state “or an agent logs in to answer it”. help…

Is no-one willing to send me a copy of the manual? Just to re-iterate:-

“why would the estimated wait time default to 10000 if there are no agents on a VQ? This is in the Genesys Stat Server Guide.”

Thanks muchly

1 Like
6

Hi cdu,

they dont log into a queue they log onto GAD and they have the skill attached to them to answer that call type.

Tambo

7

Cheers again,

so if no-one logs onto the GAD why would the estimated wait time default to 10000?

Im reeeellly sorry if im being stupid here - but it just does not make sense.

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10000 is just a big(ish) number - if no one logs in the wait time is actually infinate.
This value will not change until someone logs in.

If the default was 0, it would suggest that there is no wait time, (agents available to take the call) but clearly there is as the call wont be answered until someone logs in.

As for the manual, you need to download it from the Genesys support site, or get someone in your organisation to do so. It is not ours to post.