Genesys troubleshooting

Overview

In today's fast-paced business environment, maintaining seamless communication and efficient customer service is crucial. The Genesys application plays a vital role in achieving these goals by providing robust solutions for customer interactions. However, organizations can face significant challenges without proper visibility into its usage. These challenges include undetected stability issues and poor adoption rates, leading to employee frustration and decreased productivity.

Problem

Your organization is a heavy user of the Genesys application, but you lack visibility over its usage across the organization. This means you cannot identify stability and adoption issues with the application, which leads to hidden employee frustrations. This is due to the application not working as intended or not being appropriately adopted. Ultimately, this leads to a loss of productivity as employees have a sub-optimal experience with Genesys.

Solution

Install pre-built applications to monitor the adoption, reliability and connectivity of your Genesys application and troubleshoot any issues directly from Nexthink Applications.

Benefits and outcome

By implementing the Genesys troubleshooting, you can:

• Monitor usage to identify abnormal behavior and optimize the adoption of the application.

• Detect stability issues proactively to troubleshoot and fix them before tickets can be created and/or employees can be impacted.

• Measure and report on employees' experience with Genesys.

Getting started with Genesys troubleshooting

Configure and start using your pack by following these links:

• ​Usage guide: Genesys troubleshooting for standard users.

• ​Configuration guide: Genesys troubleshooting only accessible to users with an administrator role.