Pointel Configuration Management Solution

Contact centers undergo several configuration changes on a daily basis. These changes are inevitable yet necessary to support customers, improve the overall performance of a business and stay competitive in an ever-changing marketplace. To gain control of the configuration changes to know what’s really happening in a contact center systems, the vendor offers:

It is important to know what changes have been made to a Genesys environment and by whom. Configuration Management Solution audit reports provide detailed information including the name of the user who made the change, the date and time of the change, and both the current and previous values. It can also restore each parameter/KVP level change or the entire application back to a given point-in-time. The user can also create ad hoc reports on demand to better understand the changes that were made.

It is often very difficult to manually check each object within a Configuration Management Environment (CME) to understand which ones might be missing a configuration. Pointel Configuration Management Solution is able to identify misconfigurations within each object and provide a way to resolve them quickly. Users can also pull up a report for agent login by date to find out which ones are inactive and can be removed. Users can also identify problems in the CME with respect to Key-Value Pairs (KVPs) by searching using criteria such as cfg object, application type, state, property type, option key, and section key to reduce and simplify the search process.

Attempting to promote applications from one environment to another can be technically demanding and labor-intensive. Pointel CMS simplifies this promotion/migration process, saving business hours and reducing the risk of errors. CMS can be used to compare configurations between different regions (e.g., development and staging) to identify discrepancies quickly. Pointel CMS provides detailed reports on the health of the Genesys solution, including places without DNs, identify agents without login IDs, the last login date for each agent, disable inactive agents, and provide detailed license usage reports.