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=Administrator 101=
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[[File:AdministratorBECTrainingGraphic-01.png|center|link=|]]
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Just getting started with Pure Engage Cloud? Let's start with what most administrators do. Feel free to work through the [[trainadmin#10|First 10]], try some of the [[trainadmin#pop|Most popular]] tasks, or browse [[trainadmin#byapp|Learning by app]] to find specific tasks you want to learn.<br>
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[[File:10blue.jpg|60px|Get started|link={{server}}/Documentation/PSAAS/{{PONYDOCSVERSION}}/Train/trainadmin#10]]
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[[File:Thumbs_up_grn.jpg|60px|Most popular| link={{server}}/Documentation/PSAAS/{{PONYDOCSVERSION}}/Train/trainadmin#pop]]
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[[File:Hub-agtset.png|60px|Agent Setup| link={{server}}/Documentation/PSAAS/{{PONYDOCSVERSION}}/Train/trainadmin#agtset]]
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[[File:Hub-PlatAdmin.png|60px|Platform Administration| link={{server}}/Documentation/PSAAS/{{PONYDOCSVERSION}}/Train/trainadmin#plat]]
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[[File:Hub-Designer.png|60px|Designer| link={{server}}/Documentation/PSAAS/{{PONYDOCSVERSION}}/Train/trainadmin#des]]
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[[File:Hub-outb.png|60px|Outbound| link={{server}}/Documentation/PSAAS/{{PONYDOCSVERSION}}/Train/trainadmin#out]]
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[[File:Hub-Recording.png|60px|Recording| link={{server}}/Documentation/PSAAS/{{PONYDOCSVERSION}}/Train/trainadmin#gir]]
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[[File:Hub-PlatGPulse.png|60px|Real-time Reporting| link={{server}}/Documentation/PSAAS/{{PONYDOCSVERSION}}/Train/trainadmin#pulse]]
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[[File:Hub-Reporting.png|60px|Historical Reporting| link={{server}}/Documentation/PSAAS/{{PONYDOCSVERSION}}/Train/trainadmin#gi2]]
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[[File:Hub-IVRAdmin.png|60px|IVR Administration| link={{server}}/Documentation/PSAAS/{{PONYDOCSVERSION}}/Train/trainadmin#gvp]]
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<!--[[File:Hub-SocialAnalytics.png|60px|Social Analytics| link={{server}}/Documentation/PSAAS/{{PONYDOCSVERSION}}/Train/trainadmin#social]] -->
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[[File:Hub-WFM.png|60px|Workforce Management| link={{server}}/Documentation/PSAAS/{{PONYDOCSVERSION}}/Train/trainadmin#wfm]]
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{{AnchorDiv|10}}
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==First 10==
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[[File:10blue.jpg|60px|]]
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Learn these ten tasks to get you up to speed.
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#[[Documentation:PSAAS:Administrator:gsadm|Get started]]
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# [[Documentation:PSAAS:Administrator:Accounts|Platform Administration overview]]
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# [[Documentation:PSAAS:Administrator:CMAccounts|Configure accounts]]
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# [[Documentation:PSAAS:Administrator:Agents#scrollNav-1|Create agents and assign skills]]
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# [[Documentation:PSAAS:Administrator:CMSwitching|Configure switch-related objects]]
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# [[Documentation:PSAAS:Administrator:Provisioning|Manage voicemail]]
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#[[Documentation:PSAAS:Administrator:Designer|Introduction to Genesys Designer]] (+video) (login required)
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#[[Documentation:PSAAS:Administrator:Reporting#scrollNav-2|Monitor contact center performance using real-time reporting]]
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#[[Documentation:PSAAS:RPRT:HRReports|Generate historical reports]] (+video)
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#[[Documentation:PSAAS:RPRT:GVPReports| Generate IVR (GVP) reports]]
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{{AnchorDiv|pop}}
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==Most popular==
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[[File:Thumbs_up_grn.jpg|60px|]]
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Administrators use these topics most often.
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# [[Documentation:PSAAS:Administrator:CMAccounts|Configure accounts]]
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# [[Documentation:PSAAS:Administrator:Agents#scrollNav-1|Create agents and assign skills]]
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# [[Documentation:PSAAS:Administrator:CMSwitching|Configure switch-related objects]]
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# [[Documentation:PSAAS:Administrator:Provisioning|Manage voicemail]]
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# [[Documentation:DES:Help:Blocks| Use Blocks in a Designer Application]] (login required)
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# Create and modify [[Documentation:DES:Help:BusinessObjectsBar#scrollNav-2|emergency flags]] (login required), [[Documentation:DES:Help:BusinessObjectsBar#scrollNav-3|business hours]] (login required), and [[Documentation:DES:Help:BusinessObjectsBar#scrollNav-4|special days]] (login required)
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# [[Documentation:PSAAS:RPRT:HRReports|Generate historical reports/quick tour]] (+video)
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# [[Documentation:PSAAS:RPRT:RTRWidgetTypes|Understand and choose a Pulse widget type]]
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# [[Documentation:PSAAS:Administrator:EntMgr|Configure compliance rules and create campaign templates]]
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# [[Documentation:PSAAS:Administrator:AcctMgr|Manage campaigns and users]]
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{{AnchorDiv|byapp}}
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==Learning by app==
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Here's a more complete list of learning topics to get you started, organized by application.
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===General===
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* [[Documentation:PSAAS:Administrator:gsadm|Getting Started for Administrators]]
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* [[Documentation:PSAAS:Administrator:SPOverview|Install and configure the Genesys Softphone]]
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{{AnchorDiv|agtset}}
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===Agent Setup===
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[[File:Hub-agtset.png|60px|]]
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You can use Agent Setup to create and provision your agents, and to configure Agent Desktop for your agents.
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* [[Documentation:PSAAS:Administrator:UserMan|Add and provision an agent]]
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* [[Documentation:PSAAS:Administrator:ConfigCallcenter|Configure your contact center]]
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{{AnchorDiv|plat}}
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===Platform Administration===
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[[File:Hub-PlatAdmin.png|60px|]]
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You perform platform administration tasks within the Platform Administration application.
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* [[Documentation:PSAAS:Administrator:Accounts|Platform Administration overview]]
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* [[Documentation:PSAAS:Administrator:CMAccounts|Configure accounts]]
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* [[Documentation:PSAAS:Administrator:Agents|Create agents and assign skills and other characteristics]]
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* [[Documentation:PSAAS:Administrator:CMSwitching|Configure switch-related objects]]
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* [[Documentation:PSAAS:Administrator:Provisioning|Manage voicemail]]
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{{AnchorDiv|des}}
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===Designer===
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[[File:Hub-Designer.png|60px|]]
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* [[Documentation:PSAAS:Administrator:Designer| Introduction to Genesys Designer]] (+video) (login required)
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* [[Documentation:DES:QSG:Welcome|Get started with the Quick Start Guide]] (login required)
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* [[Documentation:DES:QSG:FirstApp|Create an Application]] (login required)
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* [[Documentation:DES:Help:Blocks| Use Blocks in an Application]] (login required)
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* [[Documentation:DES:QSG:FirstApp#pubtest|Assign a phone number to an Application and enable the Application]] (login required)
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* [[Documentation:DES:Help:AudioResourcesBar|Understand, create, and upload audio resources (text-to-speech and audio files)]] (login required)
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* [[Documentation:DES:Help:BusinessObjectsBar|Introduction to business controls (formerly operations management)]] (login required)
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* Create and modify [[Documentation:DES:Help:BusinessObjectsBar#scrollNav-2|emergency flags]] (login required), [[Documentation:DES:Help:BusinessObjectsBar#scrollNav-3|business hours]] (login required), and [[Documentation:DES:Help:BusinessObjectsBar#scrollNav-4|special days]] (login required)
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* [[Documentation:DES:Help:BusinessObjectsBar#scrollNav-5|Create and modify data tables]] (login required)
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{{AnchorDiv|out}}
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===Outbound===
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[[File:Hub-outb.png|60px|]]
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* [[Documentation:PSAAS:Administrator:EntMgr|Configure compliance rules and create campaign templates]]
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* [[Documentation:PSAAS:Administrator:AcctMgr|Manage campaigns and users]]
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* [[Documentation:PSAAS:Administrator:ConfigOutbound|Set up outbound routing]]
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{{AnchorDiv|gir}}
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===Recording===
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[[File:Hub-Recording.png|60px|]]
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You work with recording within the Recording application that leverages SpeechMiner and Quality Management.
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* [[Documentation:PSAAS:Administrator:CallRecording|Review, search, and play recorded calls]]
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* [[Documentation:PSAAS:Administrator:EncryptingRecordings|Encrypt recordings]]
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* [[Documentation:PSAAS:Administrator:ScreenRecordingConfig|Configure screen recording]]
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{{AnchorDiv|pulse}}
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===Real-time Reporting===
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[[File:Hub-PlatGPulse.png|60px|]]
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You track what's happening at your contact center in real-time using the Genesys Pulse tab within the Platform Administration application.
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* [[Documentation:PSAAS:Administrator:Reporting#scrollNav-2|Monitor the contact center performance through real-time reporting]]
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* [[Documentation:PSAAS:RPRT:RTRReports|Understand real-time reports]]
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* [[Documentation:PSAAS:RPRT:RTRWidgets#scrollNav-1|Add a report widget to a dashboard]]
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* [[Documentation:PSAAS:RPRT:RTRWidgetTypes|Understand and choose a widget type]]
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* [[Documentation:PSAAS:RPRT:RTRWidgetExternal|Display external content (IFRAME)]]
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* [[Documentation:PSAAS:RPRT:RTRUserAccess|Give users permission to customize their dashboard]]
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{{AnchorDiv|gi2}}
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===Historical Reporting===
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[[File:Hub-Reporting.png|60px|]]
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You access historical reports within the Reporting application that leverages Genesys Interactive Insights.
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* Get started
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** [[Documentation:PSAAS:Administrator:Reporting#scrollNav-3|Log in and access reports]]
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** [[Documentation:PSAAS:RPRT:HRReports#scrollNav-4|Navigate Genesys Interactive Insights]]
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** [[Documentation:PSAAS:RPRT:HRReports|Generate historical reports/quick tour]] (+video)
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** [[Documentation:PSAAS:RPRT:ReadAReport#scrollNav-4|Export and save reports]]
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** [[Documentation:PSAAS:RPRT:ReadAReport|Read historical reports (understand what is happening in my contact center)]]
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* Learn what historical reports are available:
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** [[Documentation:PSAAS:RPRT:IncludedReports|Business Edition]]: the most popular reports, tailored to cloud users
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** [[Documentation:PSAAS:RPRT:IncludedReports#t-1|Agents]]: reports about monitored agents
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**[[Documentation:PSAAS:RPRT:IncludedReports#t-2|Business Results]]: reports about business results, customer segment, service type, and/or service subtype business attributes
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**[[Documentation:PSAAS:RPRT:IncludedReports#t-3|Callback]]: reports about callback usage, including success rates, scheduling, and wait times
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**[[Documentation:PSAAS:RPRT:IncludedReports#t-4|Details]]: reports about agent-summarized states and login details, interaction-handling attempts, and interaction flows
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**[[Documentation:PSAAS:RPRT:IncludedReports#t-5|Outbound Contact]]: reports about outbound campaigns, including summaries of campaign activity, campaign callbacks, and contact list performance
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** [[Documentation:PSAAS:RPRT:IncludedReports#t-6|Queues]]: reports about interaction flows routed through an ACD queue, virtual-queue, interaction queue, workbin, and queue-group objects
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* [[Documentation:PSAAS:RPRT:HistoricalReporting|Customize reports]]
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{{AnchorDiv|gvp}}
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===IVR Administration===
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[[File:Hub-IVRAdmin.png|60px|]]
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You can set up your IVR (Interactive Voice Response) and access IVR reports and set filters through the IVR Administration application.
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* [[Documentation:PSAAS:Administrator:IVRprov|Provision IVR profiles]]
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* Manage [[Documentation:PSAAS:Administrator:Personalities|Personalities]] and [[Documentation:PSAAS:Administrator:AudioResources|Audio resources]]
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* Manage IVR [[Documentation:PSAAS:Administrator:Parameters|parameters]], [[Documentation:PSAAS:Administrator:ParameterGroups|parameter groups]], and [[Documentation:PSAAS:Administrator:GroupTemplates|parameter group templates]]
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* [[Documentation:PSAAS:RPRT:GVPReports|Generate and read IVR (GVP) reports]]
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* Introduction to filtering data in reports:
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** [[Documentation:PSAAS:RPRT:CBrowserCLD|Call Browser]]
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** [[Documentation:PSAAS:RPRT:CDashCLD|Dashboard]]
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** [[Documentation:PSAAS:RPRT:OpRepCLD|Operational]]
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** [[Documentation:PSAAS:RPRT:VARCLD|Value-added Reporting (VAR)]]
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<!--{{AnchorDiv|social}}
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===Social Analytics===
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[[File:Hub-SocialAnalytics.png|60px|]]
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* [[Documentation:PSAAS:Administrator:SocialAnalytics| Overview of Social Analytics and reports]] (+video)-->
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{{AnchorDiv|wfm}}
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===Workforce Management===
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[[File:Hub-WFM.png|60px|]]
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You can monitor your contact center workforce using the Workforce Management application.
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* [[Documentation:PSAAS:WMCloud:PrfmMntrVw|Monitor contact center performance]]
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==Contact us==
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If you have questions about any of the tasks, or would like to see additional tasks, send an email to [mailto:Techpubs.webadmin@genesys.com Technical Publications Administrator].
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[[Category:V:PSAAS:Public]]

Latest revision as of 12:27, October 2, 2020

Administrator 101

AdministratorBECTrainingGraphic-01.png

Just getting started with Pure Engage Cloud? Let's start with what most administrators do. Feel free to work through the First 10, try some of the Most popular tasks, or browse Learning by app to find specific tasks you want to learn.

Get started Most popular Agent Setup Platform Administration Designer Outbound Recording Real-time Reporting Historical Reporting IVR Administration Workforce Management


First 10

10blue.jpg

Learn these ten tasks to get you up to speed.

  1. Get started
  2. Platform Administration overview
  3. Configure accounts
  4. Create agents and assign skills
  5. Configure switch-related objects
  6. Manage voicemail
  7. Introduction to Genesys Designer (+video) (login required)
  8. Monitor contact center performance using real-time reporting
  9. Generate historical reports (+video)
  10. Generate IVR (GVP) reports


Most popular

Thumbs up grn.jpg

Administrators use these topics most often.

  1. Configure accounts
  2. Create agents and assign skills
  3. Configure switch-related objects
  4. Manage voicemail
  5. Use Blocks in a Designer Application (login required)
  6. Create and modify emergency flags (login required), business hours (login required), and special days (login required)
  7. Generate historical reports/quick tour (+video)
  8. Understand and choose a Pulse widget type
  9. Configure compliance rules and create campaign templates
  10. Manage campaigns and users

Learning by app

Here's a more complete list of learning topics to get you started, organized by application.

General

Agent Setup

Hub-agtset.png

You can use Agent Setup to create and provision your agents, and to configure Agent Desktop for your agents.

Platform Administration

Hub-PlatAdmin.png

You perform platform administration tasks within the Platform Administration application.

Designer

Hub-Designer.png

Outbound

Hub-outb.png

Recording

Hub-Recording.png

You work with recording within the Recording application that leverages SpeechMiner and Quality Management.

Real-time Reporting

Hub-PlatGPulse.png

You track what's happening at your contact center in real-time using the Genesys Pulse tab within the Platform Administration application.

Historical Reporting

Hub-Reporting.png

You access historical reports within the Reporting application that leverages Genesys Interactive Insights.

IVR Administration

Hub-IVRAdmin.png

You can set up your IVR (Interactive Voice Response) and access IVR reports and set filters through the IVR Administration application.

Workforce Management

Hub-WFM.png

You can monitor your contact center workforce using the Workforce Management application.


Contact us

If you have questions about any of the tasks, or would like to see additional tasks, send an email to Technical Publications Administrator.

This page was last edited on October 2, 2020, at 12:27.
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