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Frequently Asked Questions

What is ccpulse+ and how does it work?

CCPulse+ stands for Call Centre Pulse. As the name suggests, it is a real time management system for measuring how calls are being handled in your contact centre. CCPulse+ provides information on how call handling operations are proceeding, while at the same time identifying any trends that may be of concern or that may require action.

What is ccccpulse Genesys?

CCPulse Genesys. CCPulse+ provides you with an insight into what is happening in terms of telephone activity within your team and down to an individual level. As a supervisor or team leader you will be able to see whether your team members are logged in to take calls or engaged in other tasks.

What is ccpulse reporting in GWe?

CCPulse Reporting. Genesys Web Engagement includes standard CCPulse+ templates you can use for real-time interaction reporting. These templates report on the two kinds of Genesys interactions that GWE produces: Pre-engagement phase interactions are a specialized type of Open Media interaction called webengagement.

How do I monitor objects in ccpulse+?

When you open up a new workspace in CCPulse+, you will be asked to select which of the available objects you wish to monitor. Once these objects are selected, they will appear in the top left-hand view pane of the workspace. You can then apply templates to whichever of these objects you wish.


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