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=Administrator 101= | =Administrator 101= | ||
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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> | 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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===Agent Setup=== | ===Agent Setup=== | ||
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You can use Agent Setup to create and provision your agents, and to configure Agent Desktop for your agents. | You can use Agent Setup to create and provision your agents, and to configure Agent Desktop for your agents. | ||
* [[Documentation:PSAAS:Administrator:UserMan|Add and provision an agent]] | * [[Documentation:PSAAS:Administrator:UserMan|Add and provision an agent]] | ||
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===Platform Administration=== | ===Platform Administration=== | ||
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You perform platform administration tasks within the Platform Administration application. | You perform platform administration tasks within the Platform Administration application. | ||
* [[Documentation:PSAAS:Administrator:Accounts|Platform Administration overview]] | * [[Documentation:PSAAS:Administrator:Accounts|Platform Administration overview]] | ||
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===Outbound=== | ===Outbound=== | ||
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* [[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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===Recording=== | ===Recording=== | ||
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You work with recording within the Recording application that leverages SpeechMiner and Quality Management. | You work with recording within the Recording application that leverages SpeechMiner and Quality Management. | ||
* [[Documentation:PSAAS:Administrator:CallRecording|Review, search, and play recorded calls]] | * [[Documentation:PSAAS:Administrator:CallRecording|Review, search, and play recorded calls]] | ||
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===Real-time Reporting=== | ===Real-time Reporting=== | ||
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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]] | ||
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===Historical Reporting=== | ===Historical Reporting=== | ||
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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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===IVR Administration=== | ===IVR Administration=== | ||
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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. | You can set up your IVR (Interactive Voice Response) and access IVR reports and set filters through the IVR Administration application. | ||
* [[Documentation:PSAAS:Administrator:IVRprov|Provision IVR profiles]] | * [[Documentation:PSAAS:Administrator:IVRprov|Provision IVR profiles]] | ||
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===Social Analytics=== | ===Social Analytics=== | ||
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* [[Documentation:PSAAS:Administrator:SocialAnalytics| Overview of Social Analytics and reports]] (+video)--> | * [[Documentation:PSAAS:Administrator:SocialAnalytics| Overview of Social Analytics and reports]] (+video)--> | ||
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===Workforce Management=== | ===Workforce Management=== | ||
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You can monitor your contact center workforce using the Workforce Management application. | You can monitor your contact center workforce using the Workforce Management application. | ||
Revision as of 19:40, August 5, 2020
Administrator 101
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.
First 10
Learn these ten tasks to get you up to speed.
- Get started
- Platform Administration overview
- Configure accounts
- Create agents and assign skills
- Configure switch-related objects
- Manage voicemail
- Introduction to Genesys Designer (+video) (login required)
- Monitor contact center performance using real-time reporting
- Generate historical reports (+video)
- Generate IVR (GVP) reports
Most popular
Administrators use these topics most often.
- Configure accounts
- Create agents and assign skills
- Configure switch-related objects
- Manage voicemail
- Use Blocks in a Designer Application (login required)
- Create and modify emergency flags (login required), business hours (login required), and special days (login required)
- Generate historical reports/quick tour (+video)
- Understand and choose a Pulse widget type
- Configure compliance rules and create campaign templates
- 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
You can use Agent Setup to create and provision your agents, and to configure Agent Desktop for your agents.
Platform Administration
You perform platform administration tasks within the Platform Administration application.
- Platform Administration overview
- Configure accounts
- Create agents and assign skills and other characteristics
- Configure switch-related objects
- Manage voicemail
Designer
- Introduction to Genesys Designer (+video) (login required)
- Get started with the Quick Start Guide (login required)
- Create an Application (login required)
- Use Blocks in an Application (login required)
- Assign a phone number to an Application and enable the Application (login required)
- Understand, create, and upload audio resources (text-to-speech and audio files) (login required)
- Introduction to business controls (formerly operations management) (login required)
- Create and modify emergency flags (login required), business hours (login required), and special days (login required)
- Create and modify data tables (login required)
Outbound
- Configure compliance rules and create campaign templates
- Manage campaigns and users
- Set up outbound routing
Recording
You work with recording within the Recording application that leverages SpeechMiner and Quality Management.
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
- 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 can set up your IVR (Interactive Voice Response) and access IVR reports and set filters through the IVR Administration application.
- Provision IVR profiles
- Manage Personalities and Audio resources
- Manage IVR parameters, parameter groups, and parameter group templates
- Generate and read IVR (GVP) reports
- Introduction to filtering data in reports:
Workforce Management
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!