PureConnect scheduling and reports
September 05, 2018

PureConnect scheduling and reports

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Engage (formerly PureEngage)

I use PureConnect all day every day primarily for reporting and scheduling. My organization uses it as our phone system and to deliver interactions to customer service and tech support agents.
  • Automated (scheduled) reports are fairly well done. They allow me to forget about that particular task, freeing time and allowing me to work on more important projects.
  • Regarding Optimizer, the scheduling add-on for PureConnect: The interface for adjusting already published schedules throws exceptions frequently and it's missing functionality. For example, if I have a published schedule with attached data and an agent's schedule changes by 1/2 hour, I must go to each day and adjust manually.
  • Some of the report formats have been orphaned and abandoned. Try and export a CSV file and what should be a 24K file is delivered as 30 MB file because it's filled with massive amounts of repeated data. There exists some exceptional weirdness in these formats that would take too much time to detail.
Well suited for any call center

Using Genesys Engage (formerly PureEngage)