Documentation:PSAAS:Train:trainsuper:Public

Supervisor 101

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.

First 10

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

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

• Introduction and how to log in to the interfaces

Agent Setup

You can use Agent Setup to create and provision your agents.

• Add and provision an agent

Platform Administration

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

• Create agents and assign skills and other characteristics

Workforce Management

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

• Get started with Workforce Management Web for Supervisors
• Schedules:
  • Introduction to the schedule module and and what schedules rely on
  • Create forecast scenarios, staffing forecast, and build and publish schedules
• Insert a break
• View the master schedule
• View the calendar
• Add a calendar item
• Access and work with modules and objects: overview and description (Adherence, Calendar, Configuration, Forecast, Performance, Policies, Schedule, and Trading)
• Understand bidding and how to set it up
• Learn how trading works
• Work with time-off rules: overview and procedure
• Monitor/display agent adherence
• Monitor contact center performance

Real-time Reporting

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

• Monitor the contact center performance through real-time reporting
• Understand real-time reports
• Add a report widget to a dashboard
• Understand and choose a widget type
• Display external content (IFRAME)
• Give users permission to customize their dashboard

Historical Reporting

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

• Get started
  • Log in and access reports
  • Generate historical reports/quick tour (+video)
  • Navigate Genesys Interactive Insights
  • Export and save reports
  • Read historical reports (understand what is happening in my contact center)
• Learn what historical reports are available:
  • Business Edition: the most popular reports, tailored to cloud users
  • Agents: reports about monitored agents
  • Business Results: reports about business results, customer segment, service type, and/or service subtype business attributes
  • Callback: reports about callback usage, including success rates, scheduling, and wait times
  • Details: reports about agent-summarized states and login details, interaction-handling attempts, and interaction flows
  • Outbound Contact: reports about outbound campaigns, including summaries of campaign activity, campaign callbacks, and contact list performance
  • Queues: reports about interaction flows routed through an ACD queue, virtual-queue, interaction queue, workbin, and queue-group objects
• Customize reports

IVR Administration

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

• Generate and read IVR (GVP) reports
• Introduction to filtering data in reports:
  • Call Browser
  • Dashboard
  • Operational
  • Value-added Reporting (VAR)

Recording

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

• Review, search, and play recorded calls

Agent Desktop

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.

• Get started with Agent Desktop (+video)
• Look through the application (+video)
• Learn about:
  • Channels (calls, email, chat, Facebook, Twitter)
  • Customer interactions
  • Internal interactions (consults, conferences, transfers, messages)
• Supervise agents

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.