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= Supervisor 101=
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[[file:SupervisorBECTrainingGraphic-01.png|center|]]
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Just getting started with Pure Engage Cloud? Let's start with what most supervisors do daily. Feel free to work through the [[trainsuper#10|First 10]], try some of the [[trainsuper#pop|Most popular]] tasks, or browse [[trainsuper#byapp|Learning by app]] to find specific tasks you want to learn.<br>
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If you're looking for more information for supervisors working in Pure Engage Cloud, see the [[Documentation:PSAAS:Supervisor:Welcome|Supervisor's Guide]] and the [[Documentation:PSAAS:Administrator:Welcome|Adminstrator's Guide]].
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[[File:10blue.jpg|60px|Get started|link={{SERVER}}/Documentation/PSAAS/{{PONYDOCSVERSION}}/Train/trainsuper#10]]
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[[File:Thumbs_up_grn.jpg|60px|Most popular| link={{SERVER}}/Documentation/PSAAS/{{PONYDOCSVERSION}}/Train/trainsuper#pop]]
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[[File:Hub-agtset.png|60px|Agent Setup| link={{SERVER}}/Documentation/PSAAS/{{PONYDOCSVERSION}}/Train/trainsuper#agtset]]
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[[File:Hub-PlatAdmin.png|60px|Platform Administration| link={{SERVER}}/Documentation/PSAAS/{{PONYDOCSVERSION}}/Train/trainsuper#plat]]
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[[File:Hub-WFM.png|60px|Workforce Management| link={{SERVER}}/Documentation/PSAAS/{{PONYDOCSVERSION}}/Train/trainsuper#wfm]]
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[[File:Hub-PlatGPulse.png|60px|Real-time Reporting| link={{SERVER}}/Documentation/PSAAS/{{PONYDOCSVERSION}}/Train/trainsuper#pulse]]
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[[File:Hub-Reporting.png|60px|Historical Reporting| link={{SERVER}}/Documentation/PSAAS/{{PONYDOCSVERSION}}/Train/trainsuper#gi2]]
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[[File:Hub-IVRAdmin.png|60px|IVR Administration| link={{SERVER}}/Documentation/PSAAS/{{PONYDOCSVERSION}}/Train/trainsuper#gvp]]
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[[File:Hub-SocialAnalytics.png|60px|Social Analytics| link={{SERVER}}/Documentation/PSAAS/{{PONYDOCSVERSION}}/Train/trainsuper#social]]
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[[File:Hub-Recording.png|60px|Recording| link={{SERVER}}/Documentation/PSAAS/{{PONYDOCSVERSION}}/Train/trainsuper#gir]]
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[[File:Hub-AgentDesk.png|60px|Agent Desktop| link={{SERVER}}/Documentation/PSAAS/{{PONYDOCSVERSION}}/Train/trainsuper#ad]]
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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:Supervisor:AccessUserInterfaces|Genesys Portal apps]]
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# [[Documentation:PSAAS:Supervisor:Agents#scrollNav-1|Create agents and assign skills]]
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# [[Documentation:PSAAS:WMCloud:ScheduleMdl|Learn about the schedule module]]
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# Create [[Documentation:PSAAS:WMCloud:ForecastMdl|forecast scenarios]], [[Documentation:PSAAS:WMCloud:StffgBldWzd|staffing forecast]], and [[Documentation:PSAAS:WMCloud:SchdBldWzd|build]] and [[Documentation:PSAAS:WMCloud:PblshgExtrSchd|publish]] schedules
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# Work with time-off rules: [[Documentation:PSAAS:WMCloud:TimeOff|overview]] and [[Documentation:PSAAS:WMCloud:TmOffRls|procedure]]
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#[[Documentation:PSAAS:Supervisor:super|Supervise agents]]
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# [[Documentation:PSAAS:WMCloud:PrfmMntrVw|Monitor contact center performance through Workforce Management]]
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#[[Documentation:PSAAS:Supervisor:Reporting#scrollNav-2|Monitor contact center performance using real-time reporting]]
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#[[Documentation:PSAAS:Administrator:GVPReports| Generate IVR (GVP) reports]]
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#[[Documentation:PSAAS:Supervisor:HRReports|Generate historical reports]] (+video)
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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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Supervisors use these topics most often.
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# [[Documentation:PSAAS:Supervisor:Agents#scrollNav-1|Create agents and assign skills]]
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# [[Documentation:PSAAS:WMCloud:ScheduleMdl#UsgMSVws|View the master agent schedule]]
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# [[Documentation:PSAAS:WMCloud:AddCalItmsWz|Add a calendar item]]
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# [[Documentation:PSAAS:WMCloud:AdhrDtlsVw#Displaying_the_Adherence_Details_View|Monitor and display agent adherence]]
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# [[Documentation:PSAAS:WMCloud:PrfmMntrVw|Monitor contact center performance through Workforce Management]]
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# [[Documentation:PSAAS:Supervisor:Reporting#scrollNav-2|Monitor contact center performance through real-time reporting]]
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# [[Documentation:PSAAS:Administrator:GVPReports|Generate IVR (GVP) reports]]
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# [[Documentation:PSAAS:Administrator:GVPReports#scrollNav-4|Read IVR reports]]
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# Read historical ([[Documentation:PSAAS:Administrator:HistoricalReporting#t-1|Agents]], [[Documentation:PSAAS:Administrator:HistoricalReporting#t-2|Business Results]], [[Documentation:PSAAS:Administrator:HistoricalReporting#t-1|Details]], [[Documentation:PSAAS:Administrator:HistoricalReporting#t-1|Outbound Contact]], [[Documentation:PSAAS:Administrator:HistoricalReporting#t-1|Queues]]) reports
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# [[Documentation:PSAAS:Supervisor:CallRecording|Review, search, and play recorded calls]]
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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:Supervisor:AccessUserInterfaces|Introduction and how to log in to the interfaces]]
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{{AnchorDiv|agtset}}
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===Agent Setup===
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[[file:Hub-agtset.png|thumb|center|60px|]]
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You can use Agent Setup to create and provision your agents.
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* [[Documentation:PSAAS:Administrator:UmgrAddAgent|Add and provision an agent]]
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{{AnchorDiv|plat}}
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===Platform Administration===
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[[file:Hub-PlatAdmin.png|thumb|center|60px|]]
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You perform general platform administration tasks within the Platform Administration application.
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* [[Documentation:PSAAS:Supervisor:Agents|Create agents and assign skills and other characteristics]]
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{{AnchorDiv|wfm}}
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===Workforce Management===
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[[file:Hub-WFM.png|thumb|center|60px|]]
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You do much of your work managing your workforce using the Workforce Management application.
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* [[Documentation:PSAAS:WMCloud:GetStrt|Get started with Workforce Management Web for Supervisors]]
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* [[Documentation:PSAAS:WMCloud:WFMSLogIn|Log into WFM Web Supervisor]]
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* Schedules:
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** [[Documentation:PSAAS:WMCloud:ScheduleMdl|Introduction to the schedule module and and what schedules rely on]]
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** Create [[Documentation:PSAAS:WMCloud:ForecastMdl|forecast scenarios]], [[Documentation:PSAAS:WMCloud:StffgBldWzd|staffing forecast]], and [[Documentation:PSAAS:WMCloud:SchdBldWzd|build]] and [[Documentation:PSAAS:WMCloud:PblshgExtrSchd|publish]] schedules
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* [[Documentation:PSAAS:WMCloud:MIAInsBrkDlgBx|Insert a break]]
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* [[Documentation:PSAAS:WMCloud:ScheduleMdl#UsgMSVws|View the master schedule]]
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* [[Documentation:PSAAS:WMCloud:CalItms#scrollNav-3-1|View the calendar]]
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* [[Documentation:PSAAS:WMCloud:AddCalItmsWz|Add a calendar item]]
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* [[Documentation:PSAAS:WMCloud:SpvrWndw|Access]] and work with modules and objects: [[Documentation:PSAAS:WMCloud:WFMSOverview|overview]] and description  ([[Documentation:PSAAS:WMCloud:AdherenceMdl|Adherence]], [[Documentation:PSAAS:WMCloud:CalendarMdl|Calendar]], [[Documentation:PSAAS:WMCloud:CfgtnMdl|Configuration]], [[Documentation:PSAAS:WMCloud:ForecastMdl|Forecast]], [[Documentation:PSAAS:WMCloud:PerformanceMdl|Performance]], [[Documentation:PSAAS:WMCloud:PolcsMdl|Policies]], [[Documentation:PSAAS:WMCloud:ScheduleMdl|Schedule]], and [[Documentation:PSAAS:WMCloud:TradingMdl|Trading]])
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* [[Documentation:PSAAS:WMCloud:SchedBdg#scrollNav-1|Understand bidding and how to set it up]]
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* [[Documentation:PSAAS:WMCloud:HwTrdgWrks|Learn how trading works]]
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* Work with time-off rules: [[Documentation:PSAAS:WMCloud:TimeOff|overview]] and [[Documentation:PSAAS:WMCloud:TmOffRls|procedure]]
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* [[Documentation:PSAAS:WMCloud:AdhrDtlsVw#Displaying_the_Adherence_Details_View|Monitor/display agent adherence]]
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<!--* Monitor agents-->
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* [[Documentation:PSAAS:WMCloud:PrfmMntrVw|Monitor contact center performance]]
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{{AnchorDiv|pulse}}
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===Real-time Reporting===
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[[file:Hub-PlatGPulse.png|thumb|center|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:Supervisor:Reporting#scrollNav-2|Monitor the contact center performance through real-time reporting]]
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* [[Documentation:PSAAS:Supervisor:RTRReports|Understand real-time reports]]
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* [[Documentation:PSAAS:Supervisor:RTRWidgets#scrollNav-1|Add a report widget to a dashboard]]
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* [[Documentation:PSAAS:Supervisor:RTRWidgetTypes|Understand and choose a widget type]]
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* [[Documentation:PSAAS:Supervisor:RTRWidgetExternal|Display external content (IFRAME)]]
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* [[Documentation:PSAAS:Administrator: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|thumb|center|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:Supervisor:Reporting#scrollNav-3|Log in and access reports]]
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** [[Documentation:PSAAS:Supervisor:HRReports|Generate historical reports/quick tour]] (+video)
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** [[Documentation:PSAAS:Supervisor:HRReports#scrollNav-4|Navigate Genesys Interactive Insights]]
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** [[Documentation:PSAAS:Supervisor:ReadAReport#scrollNav-4|Export and save reports]]
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** [[Documentation:PSAAS:Supervisor: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:Administrator:IncludedReports|Business Edition]]: the most popular reports, tailored to cloud users
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** [[Documentation:PSAAS:Administrator:IncludedReports#t-1|Agents]]: reports about monitored agents
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**[[Documentation:PSAAS:Administrator: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:Administrator:IncludedReports#t-3|Callback]]: reports about callback usage, including success rates, scheduling, and wait times
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**[[Documentation:PSAAS:Administrator:IncludedReports#t-4|Details]]: reports about agent-summarized states and login details, interaction-handling attempts, and interaction flows
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**[[Documentation:PSAAS:Administrator: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:Administrator: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:Administrator:HistoricalReporting|Customize reports]]
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{{AnchorDiv|gvp}}
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===IVR Administration===
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[[file:Hub-IVRAdmin.png|thumb|center|60px|]]
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You access IVR (Interactive Voice Response) reports and set filters through the IVR Administration application.
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* [[Documentation:PSAAS:Administrator:GVPReports|Generate and read IVR (GVP) reports]]
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* Introduction to filtering data in reports:
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** [[Documentation:PSAAS:Administrator:CBrowserCLD|Call Browser]]
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** [[Documentation:PSAAS:Administrator:CDashCLD|Dashboard]]
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** [[Documentation:PSAAS:Administrator:OpRepCLD|Operational]]
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** [[Documentation:PSAAS:Administrator: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|thumb|center|60px|]]
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* [[Documentation:PSAAS:Administrator:SocialAnalytics| Overview of Social Analytics and reports]] (+video)
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{{AnchorDiv|gir}}
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===Recording===
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[[file:Hub-Recording.png|thumb|center|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:Supervisor:CallRecording|Review, search, and play recorded calls]]
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{{AnchorDiv|ad}}
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===Agent Desktop===
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[[file:Hub-AgentDesk.png|thumb|center|60px|]]
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As your agents do most of their work&mdash;interacting with customers and communicating with fellow team members&mdash;in the Agent Desktop application, here are two training topics to give you an overview of it.
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*[[Documentation:PSAAS:Agent:QuickStart|Get started with Agent Desktop]] (+video)
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*[[Documentation:PSAAS:Supervisor:Nav|Look through the application]] (+video)
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* Learn about:
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** [[Documentation:PSAAS:Supervisor:channels|Channels (calls, email, chat, Facebook, Twitter)]]
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** [[Documentation:PSAAS:Supervisor:custinter|Customer interactions]]
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** [[Documentation:PSAAS:Supervisor:intinter|Internal interactions (consults, conferences, transfers, messages)]]
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* [[Documentation:PSAAS:Supervisor:super|Supervise agents]]
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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].
 +
[[Category:V:PSAAS:Public]]

Revision as of 13:45, August 10, 2017

Supervisor 101

SupervisorBECTrainingGraphic-01.png

Just getting started with Pure Engage Cloud? Let's start with what most supervisors do daily. 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.

If you're looking for more information for supervisors working in Pure Engage Cloud, see the Supervisor's Guide and the Adminstrator's Guide.


Get started Most popular Agent Setup Platform Administration Workforce Management Real-time Reporting Historical Reporting IVR Administration Social Analytics Recording Agent Desktop

First 10

10blue.jpg

Learn these ten tasks to get you up to speed.

  1. Genesys Portal apps
  2. Create agents and assign skills
  3. Learn about the schedule module
  4. Create forecast scenarios, staffing forecast, and build and publish schedules
  5. Work with time-off rules: overview and procedure
  6. Supervise agents
  7. Monitor contact center performance through Workforce Management
  8. Monitor contact center performance using real-time reporting
  9. Generate IVR (GVP) reports
  10. Generate historical reports (+video)

Most popular

Thumbs up grn.jpg

Supervisors use these topics most often.

  1. Create agents and assign skills
  2. View the master agent schedule
  3. Add a calendar item
  4. Monitor and display agent adherence
  5. Monitor contact center performance through Workforce Management
  6. Monitor contact center performance through real-time reporting
  7. Generate IVR (GVP) reports
  8. Read IVR reports
  9. Read historical (Agents, Business Results, Details, Outbound Contact, Queues) reports
  10. Review, search, and play recorded calls

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.

Platform Administration

Hub-PlatAdmin.png

You perform general platform administration tasks within the Platform Administration application.

Workforce Management

Hub-WFM.png

You do much of your work managing your workforce using the Workforce Management application.

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

Social Analytics

Hub-SocialAnalytics.png

Recording

Hub-Recording.png

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

Agent Desktop

Hub-AgentDesk.png

As your agents do most of their work—interacting with customers and communicating with fellow team members—in the Agent Desktop application, here are two training topics to give you an overview of it.

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.

Comments or questions about this documentation? Contact us for support!