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(Update with the copy of version: 8.5.0)
(Update with the copy of version: draft)
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= Access to user interfaces=
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= Accessing your Genesys PureEngage Cloud applications =
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The main access point to all Genesys PureEngage Cloud user interfaces is the Genesys Portal.
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__NOTOC__
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The interfaces on the Portal are divided into three separate categories (which can be separated by clicking corresponding category links at the top of the Portal)
 
  
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'''User interfaces''' – User interfaces are standard Contact Server user interfaces, such as Desktop, Workforce Management, and Reporting. These interfaces can be used by Contact Center agents, supervisors, and managers.
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{{BEC_Head
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|context=
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The Genesys Portal is your single point of access to applications within Genesys PureEngage Cloud.
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|dimension=
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}}
  
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'''Administration interfaces''' – Administration interfaces can be used by Contact Center administrators, supervisors, and managers to configure users, resources (such as IVR), and applications based on their roles.
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{{CloudStep_Stack
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|title=Get started with Genesys Portal
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|text=
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Use your browser to access the Genesys Portal landing page (your Administrator will provide the link).  
  
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'''Support interfaces''' – Support interfaces can be used by authorized Contact Center administrators to submit requests with Genesys Customer Care and to view service status and schedule.
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All of your company's Genesys applications can be found on the '''All Apps''' screen. These applications are also divided into categories, which you can select by clicking the corresponding category links at the top right of the Portal.  
  
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<div class="cloud-tabberlive-wrapper">
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The out-of-the-box categories are: 
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<tabber>
 
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Agent Desktop=
 
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<div class="cloud-wrapper">
 
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<h2>Agent Desktop</h2>
 
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<div class="cloud-left">
 
  
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The Agent Desktop is a web-based desktop that is used to manage the agent state and contact center interactions.  
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'''User''' – User applications can be used by contact-center agents and supervisors, such as Agent Desktop, Workforce Management, and Reporting.  
  
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'''Access:'''  
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'''Administration''' – Administration applications can be used by contact-center administrators and supervisors to configure users and applications based on their roles.
  
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The desktop can be accessed through a link on the Portal: '''Agent Desktop'''.  
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'''Support''' – Support applications are used by authorized contact-center administrators to submit requests with Genesys Customer Care, and to view the status and schedule of service for Genesys applications.
  
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'''Login:'''
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'''Documentation''' and '''eLearning''' are accessed via the Help ([[File:IC IW Active Circle Question@2x.png|16px|link=]]) menu, located in the top-right corner of Genesys Portal.
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<ul><li>User name: email </li>
 
  
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<li>Password: password that was assigned when the user was created </li></ul>
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|media1=GenesysPortal.png
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}}
  
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</div>
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{{CloudStep_Stack
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</div>
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|title=Using the Genesys Single Sign-On feature
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|-|
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|text=
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WFM=
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Genesys Single Sign-On (SSO) is an optional feature that allows you to access multiple applications with a single username and password. Once you are signed in to one SSO-supported application, you can open all other SSO-supported applications without having to re-enter your login information.
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<div class="cloud-wrapper">
 
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<h2>Workforce Management</h2>
 
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<div class="cloud-left">
 
  
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The [[Documentation:PSAAS:Supervisor:WorkforceManagement:{{PONYDOCSVERSION}}|Workforce Management]] (WFM) interface allows contact center supervisors to make a variety of day to day tasks such as approving time-off, generating schedules, modifying schedules, and viewing agent adherence.  
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Let's look at the login process for Agent Desktop with SSO enabled.
  
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'''Access:'''
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First, click the Agent Desktop icon in Genesys Portal and enter your username. You must log in to the application even though you're already logged in to your workstation.
  
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The WFM interface can be accessed through a link on the Portal: '''Workforce Management'''.  
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Click '''Next''' and you will be prompted to enter your username and password. Once you are authenticated, you're redirected back to Agent Desktop and automatically logged in.  
  
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'''Login:'''
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Now that you're authenticated, you can choose any SSO-enabled application from Genesys Portal and you'll be automatically logged in without entering your credentials.
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<ul><li>User name: email </li>
 
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<li>Password: password that was assigned when the user was created </li></ul>
 
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</div>
 
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</div>
 
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|-|
 
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Genesys Pulse=
 
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<div class="cloud-wrapper">
 
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<h2>Genesys Pulse</h2>
 
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<div class="cloud-left">
 
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'''Access:'''
 
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Access to the [[Documentation:PSAAS:RPRT:RealTimeReporting:{{PONYDOCSVERSION}}|Genesys Pulse]] interface is accomplished through Genesys Administrator Extensions provided on the Portal: '''Platform Administration''' – available to all administrators, supervisors, and managers. The Reporting interface is then invoked from the “Reporting” menu.
 
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'''Login:'''
 
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<ul><li>User name: email </li>
 
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<li>Password: password that was assigned when the user was created.</li></ul>
 
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{{NoteFormat|When the user first logs in they will be required to change their password.|1}}
 
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</div>
 
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</div>
 
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|-|
 
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Platform Administration=
 
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<div class="cloud-wrapper">
 
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<h2>Platform Administration</h2>
 
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<div class="cloud-left">
 
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'''Access:'''
 
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Access to [[Documentation:PSAAS:Supervisor:Accounts:{{PONYDOCSVERSION}}|Administrator]] interface (Genesys Administrator Extensions) is provided through a link on the Portal: '''Platform Administration''' – available to all administrators, supervisors, and managers (with different access rights).
 
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'''Login:'''
 
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<ul><li>User name: email </li>
 
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<li>Password: password that was assigned when the user was created.</li></ul>
 
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</div>
 
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</div>
 
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|-|
 
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Reporting=
 
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<div class="cloud-wrapper">
 
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<h2>Reporting </h2>
 
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<div class="cloud-left">
 
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[[Documentation:PSAAS:RPRT:HRReports:{{PONYDOCSVERSION}}|Reporting]] provides both detailed and summary information on customer interactions managed by Genesys (voice calls, <!--email, -->and web chat), as well as agent behavior.
 
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'''Access:'''
 
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Access to the Reporting interface is provided on the Portal: '''Reporting''' – available to administrators, supervisors, and managers.<!--This access provides capability to add supervisors and reset their passwords when necessary.-->
 
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'''Login:'''
 
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<ul><li>User name: email </li>
 
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<li>Password: same password as in Reporting interface.</li></ul>
 
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</div>
 
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</div>
 
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</tabber>
 
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</div>
 
  
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If you happen to close all browser tabs without logging out of the applications, you will remain logged in for five minutes. If a second window or browser is opened after five minutes, to either the same application or any other SSO-enabled application, you will once again be prompted for your credentials.
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|media1=PEC_SSO_login.png
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}}
 
[[Category:V:PSAAS:Public]]
 
[[Category:V:PSAAS:Public]]

Revision as of 16:27, July 5, 2019

Accessing your Genesys PureEngage Cloud applications

The Genesys Portal is your single point of access to applications within Genesys PureEngage Cloud.

Get started with Genesys Portal

1

Use your browser to access the Genesys Portal landing page (your Administrator will provide the link).

All of your company's Genesys applications can be found on the All Apps screen. These applications are also divided into categories, which you can select by clicking the corresponding category links at the top right of the Portal.

The out-of-the-box categories are:

User – User applications can be used by contact-center agents and supervisors, such as Agent Desktop, Workforce Management, and Reporting.

Administration – Administration applications can be used by contact-center administrators and supervisors to configure users and applications based on their roles.

Support – Support applications are used by authorized contact-center administrators to submit requests with Genesys Customer Care, and to view the status and schedule of service for Genesys applications.

Documentation and eLearning are accessed via the Help (IC IW Active Circle Question@2x.png) menu, located in the top-right corner of Genesys Portal.

Using the Genesys Single Sign-On feature

1

Genesys Single Sign-On (SSO) is an optional feature that allows you to access multiple applications with a single username and password. Once you are signed in to one SSO-supported application, you can open all other SSO-supported applications without having to re-enter your login information.

Let's look at the login process for Agent Desktop with SSO enabled.

First, click the Agent Desktop icon in Genesys Portal and enter your username. You must log in to the application even though you're already logged in to your workstation.

Click Next and you will be prompted to enter your username and password. Once you are authenticated, you're redirected back to Agent Desktop and automatically logged in.

Now that you're authenticated, you can choose any SSO-enabled application from Genesys Portal and you'll be automatically logged in without entering your credentials.

If you happen to close all browser tabs without logging out of the applications, you will remain logged in for five minutes. If a second window or browser is opened after five minutes, to either the same application or any other SSO-enabled application, you will once again be prompted for your credentials.

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