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(Update with the copy of version: 8.5.0)
(Update with the copy of version: draft)
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#[[Documentation:PSAAS:Administrator:Designer|Introduction to Genesys Designer]] (+video)
 
#[[Documentation:PSAAS:Administrator:Designer|Introduction to Genesys Designer]] (+video)
 
#[[Documentation:PSAAS:Administrator:Reporting#scrollNav-2|Monitor contact center performance using real-time reporting]]
 
#[[Documentation:PSAAS:Administrator:Reporting#scrollNav-2|Monitor contact center performance using real-time reporting]]
−
#[[Documentation:PSAAS:Administrator:HRReports|Generate historical reports]] (+video)
+
#[[Documentation:PSAAS:RPRT:HRReports|Generate historical reports]] (+video)
−
#[[Documentation:PSAAS:Administrator:GVPReports| Generate IVR (GVP) reports]]
+
#[[Documentation:PSAAS:RPRT:GVPReports| Generate IVR (GVP) reports]]
  
  
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# [[Documentation:DES:Help:Blocks| Use Blocks in a Designer Application]]
 
# [[Documentation:DES:Help:Blocks| Use Blocks in a Designer Application]]
 
# Create and modify [[Documentation:DES:Help:BusinessObjectsBar#scrollNav-2|emergency flags]], [[Documentation:DES:Help:BusinessObjectsBar#scrollNav-3|business hours]], and [[Documentation:DES:Help:BusinessObjectsBar#scrollNav-4|special days]]
 
# Create and modify [[Documentation:DES:Help:BusinessObjectsBar#scrollNav-2|emergency flags]], [[Documentation:DES:Help:BusinessObjectsBar#scrollNav-3|business hours]], and [[Documentation:DES:Help:BusinessObjectsBar#scrollNav-4|special days]]
−
# [[Documentation:PSAAS:Administrator:HRReports|Generate historical reports/quick tour]] (+video)
+
# [[Documentation:PSAAS:RPRT:HRReports|Generate historical reports/quick tour]] (+video)
−
# [[Documentation:PSAAS:Administrator:RTRWidgetTypes|Understand and choose a Pulse widget type]]
+
# [[Documentation:PSAAS:RPRT:RTRWidgetTypes|Understand and choose a Pulse widget type]]
 
# [[Documentation:PSAAS:Administrator:EntMgr|Configure compliance rules and create campaign templates]]
 
# [[Documentation:PSAAS:Administrator:EntMgr|Configure compliance rules and create campaign templates]]
 
# [[Documentation:PSAAS:Administrator:AcctMgr|Manage campaigns and users]]
 
# [[Documentation:PSAAS:Administrator:AcctMgr|Manage campaigns and users]]
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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.
 
You track what's happening at your contact center in real-time using the Genesys Pulse tab within the Platform Administration application.
 
* [[Documentation:PSAAS:Administrator:Reporting#scrollNav-2|Monitor the contact center performance through real-time reporting]]
 
* [[Documentation:PSAAS:Administrator:Reporting#scrollNav-2|Monitor the contact center performance through real-time reporting]]
−
* [[Documentation:PSAAS:Administrator:RTRReports|Understand real-time reports]]
+
* [[Documentation:PSAAS:RPRT:RTRReports|Understand real-time reports]]
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* [[Documentation:PSAAS:Administrator:RTRWidgets#scrollNav-1|Add a report widget to a dashboard]]
+
* [[Documentation:PSAAS:RPRT:RTRWidgets#scrollNav-1|Add a report widget to a dashboard]]
−
* [[Documentation:PSAAS:Administrator:RTRWidgetTypes|Understand and choose a widget type]]
+
* [[Documentation:PSAAS:RPRT:RTRWidgetTypes|Understand and choose a widget type]]
−
* [[Documentation:PSAAS:Administrator:RTRWidgetExternal|Display external content (IFRAME)]]
+
* [[Documentation:PSAAS:RPRT:RTRWidgetExternal|Display external content (IFRAME)]]
−
* [[Documentation:PSAAS:Administrator:RTRUserAccess|Give users permission to customize their dashboard]]
+
* [[Documentation:PSAAS:RPRT:RTRUserAccess|Give users permission to customize their dashboard]]
  
 
{{AnchorDiv|gi2}}
 
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You access historical reports within the Reporting application that leverages Genesys Interactive Insights.
 
You access historical reports within the Reporting application that leverages Genesys Interactive Insights.
 
* Get started
 
* Get started
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** [[Documentation:PSAAS:Supervisor:Reporting#scrollNav-3|Log in and access reports]]
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** [[Documentation:PSAAS:Administrator:Reporting#scrollNav-3|Log in and access reports]]
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** [[Documentation:PSAAS:Supervisor:HRReports#scrollNav-4|Navigate Genesys Interactive Insights]]
+
** [[Documentation:PSAAS:RPRT:HRReports#scrollNav-4|Navigate Genesys Interactive Insights]]
−
** [[Documentation:PSAAS:Supervisor:HRReports|Generate historical reports/quick tour]] (+video)
+
** [[Documentation:PSAAS:RPRT:HRReports|Generate historical reports/quick tour]] (+video)
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** [[Documentation:PSAAS:Supervisor:ReadAReport#scrollNav-4|Export and save reports]]
+
** [[Documentation:PSAAS:RPRT:ReadAReport#scrollNav-4|Export and save reports]]
−
** [[Documentation:PSAAS:Supervisor:ReadAReport|Read historical reports (understand what is happening in my contact center)]]
+
** [[Documentation:PSAAS:RPRT:ReadAReport|Read historical reports (understand what is happening in my contact center)]]
 
* Learn what historical reports are available:
 
* Learn what historical reports are available:
−
** [[Documentation:PSAAS:Administrator:IncludedReports|Business Edition]]: the most popular reports, tailored to cloud users
+
** [[Documentation:PSAAS:RPRT: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
+
** [[Documentation:PSAAS:RPRT:IncludedReports#t-1|Agents]]: reports about monitored agents
−
**[[Documentation:PSAAS:Administrator:IncludedReports#t-2|Business Results]]: reports about business results, customer segment, service type, and/or service subtype business attributes
+
**[[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:Administrator:IncludedReports#t-3|Callback]]: reports about callback usage, including success rates, scheduling, and wait times  
+
**[[Documentation:PSAAS:RPRT:IncludedReports#t-3|Callback]]: reports about callback usage, including success rates, scheduling, and wait times  
−
**[[Documentation:PSAAS:Administrator:IncludedReports#t-4|Details]]: reports about agent-summarized states and login details, interaction-handling attempts, and interaction flows  
+
**[[Documentation:PSAAS:RPRT:IncludedReports#t-4|Details]]: reports about agent-summarized states and login details, interaction-handling attempts, and interaction flows  
−
**[[Documentation:PSAAS:Administrator:IncludedReports#t-5|Outbound Contact]]: reports about outbound campaigns, including summaries of campaign activity, campaign callbacks, and contact list performance
+
**[[Documentation:PSAAS:RPRT:IncludedReports#t-5|Outbound Contact]]: reports about outbound campaigns, including summaries of campaign activity, campaign callbacks, and contact list performance
−
** [[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
+
** [[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
−
* [[Documentation:PSAAS:Administrator:HistoricalReporting|Customize reports]]
+
* [[Documentation:PSAAS:RPRT:HistoricalReporting|Customize reports]]
  
 
{{AnchorDiv|gvp}}
 
{{AnchorDiv|gvp}}
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[[file:Hub-IVRAdmin.png|thumb|center|60px|]]
 
[[file:Hub-IVRAdmin.png|thumb|center|60px|]]
 
You can set up your IVR (Interactive Voice Response) and access IVR reports and set filters through the IVR Administration application.
 
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]]
+
* [[Documentation:PSAAS:RPRT:IVRprov|Provision IVR profiles]]
−
* Manage [[Documentation:PSAAS:Administrator:Personalities|Personalities]] and [[Documentation:PSAAS:Administrator:AudioResources|Audio resources]]
+
* Manage [[Documentation:PSAAS:RPRT:Personalities|Personalities]] and [[Documentation:PSAAS:RPRT:AudioResources|Audio resources]]
−
* Manage IVR [[Documentation:PSAAS:Administrator:Parameters|parameters]], [[Documentation:PSAAS:Administrator:ParameterGroups|parameter groups]], and [[Documentation:PSAAS:Administrator:GroupTemplates|parameter group templates]]
+
* Manage IVR [[Documentation:PSAAS:RPRT:Parameters|parameters]], [[Documentation:PSAAS:RPRT:ParameterGroups|parameter groups]], and [[Documentation:PSAAS:RPRT:GroupTemplates|parameter group templates]]
−
* [[Documentation:PSAAS:Administrator:GVPReports|Generate and read IVR (GVP) reports]]
+
* [[Documentation:PSAAS:RPRT:GVPReports|Generate and read IVR (GVP) reports]]
 
* Introduction to filtering data in reports:  
 
* Introduction to filtering data in reports:  
−
** [[Documentation:PSAAS:Administrator:CBrowserCLD|Call Browser]]
+
** [[Documentation:PSAAS:RPRT:CBrowserCLD|Call Browser]]
−
** [[Documentation:PSAAS:Administrator:CDashCLD|Dashboard]]
+
** [[Documentation:PSAAS:RPRT:CDashCLD|Dashboard]]
−
** [[Documentation:PSAAS:Administrator:OpRepCLD|Operational]]
+
** [[Documentation:PSAAS:RPRT:OpRepCLD|Operational]]
−
** [[Documentation:PSAAS:Administrator:VARCLD|Value-added Reporting (VAR)]]
+
** [[Documentation:PSAAS:RPRT:VARCLD|Value-added Reporting (VAR)]]
  
 
{{AnchorDiv|social}}
 
{{AnchorDiv|social}}

Revision as of 15:49, December 14, 2017

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 Social Analytics 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)
  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
  6. Create and modify emergency flags, business hours, and special days
  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.

Social Analytics

Hub-SocialAnalytics.png

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.

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