Jump to: navigation, search

Centers and Staff Types

Once you are logged in to the Genesys Decisions Administration application, click the Configure button to open the Configure/Review Settings window, or select Settings > Configure in the menu at the top of the application window. In the Configure/Review Settings window, you will create a representation of your organization, identifying the contact centers, the types of staff who work in each, and building relationships between staff, centers, and business units. Use the information on this page, and the following pages, to configure the Decisions applications for your enterprise. Corinne's Note: I think we need some sort of summary/overview-type statement on these pages. Now that these books are online, someone might land on this page from a Search, and we need to make sure that we provide some context for the page. I've written a sample intro, but I'm sure it needs to be tweaked for accuracy :-)

This page provides information about configuring contact centers and staff types in the Decisions Administration application.

Add or Edit Centers

A center is typically the physical location for each of the staff types, which can include virtual or “At Home” agents. The center grouping allows for more detailed historical data that can highlight performance differences in each center (AHT, shrinkage, attrition, hiring plan, and so on), as well as more detailed forecasting.

Add a Center

To add (or edit) a center:

  1. Select Settings option from the menu bar and choose > Configure in the menu bar, or select click the Configure button.
  2. Choose the option called Add/Edit Center(s).
    Tip
    To sort the centers, click in the Name column heading. It will sort the data alphabetically by name.
  3. To add a center, click the Add green + button. A blank cell will be created in the table.
  4. In the blank cell, enter the new and unique center name in the Name column in the table in the blank #cell. Press Enter.
  5. Click the Save button and close the window by clicking the X at the top right corner or by clicking the Close button. Corinne's Note: I copied this Step from the Admin Guide.

Edit a Center's Name

To edit the name of a center:

  1. Select Settings > Configure in the menu bar, or click the Configure button.
  2. Choose the option called Add/Edit Center(s).
  3. To change a center name, select it Select the relevant center and modify it accordingly.
  4. Press Enter, or select another center that you wish to edit.
  5. Click the Close or X button on the window to save changes and exit. Click the Save button and close the window by clicking the X at the top right corner or by clicking the Close button.

Enable or Disable Centers

To enable or disable centers:

  1. Select Settings > Configure in the menu bar, or click the Configure button.
  2. Choose the option called Add/Edit Center(s).
  3. In the table, select the center name for which you wish to change the status in the table.
  4. Click the Enable/Disable button.
    Disabling a center removes all staff types from the center and deletes all of the routing associated with the center.
    Tip
    Click the Show/Hide Disabled Centers button to display or hide disabled centers.

Add or Edit Staff Types

A staff type refers to a grouping of agents that handle one or more contact types. Staff types can be in multiple centers and typically there is one hiring plan per staff type and center.

Add a Staff Type

To add a staff type:

  1. Select the Settings option from the menu bar and choose > Configure in the menu bar, or select click the Configure button.
  2. Next choose the option Click the Add/Edit Staff Types option.
    Tip
    To sort the staff types, click in the Name column heading. It will sort the data alphabetically by name.
  3. Click the green + Add button. A blank cell will be created in the table.
  4. In the blank cell, enter a new and unique staff type name in the table and press Enter.
  5. Click the Save button and close the window by clicking the X at the top right corner or by clicking the Close button.

Edit a Staff Type

To edit a staff type name:

  1. Select Settings > Configure in the menu bar, or click the Configure button.
  2. Click the Add/Edit Staff Types option.
  3. To change the name of a Select the relevant staff type , select and modify it accordingly.
  4. Press Enter, or select another staff type that you wish to edit.
  5. Click the Save button and close the window by clicking the X at the top right corner or by clicking the Close button.

Enable or Disable a Staff Type

To enable or disable a staff type:

  1. Select Settings > Configure in the menu bar, or click the Configure button.
  2. Click the Add/Edit Staff Types option.
  3. Select the staff type that you wish to disable in the table. In the table, select the staff type for which you wish to change the status.
  4. Click the Enable/Disable button.
    Disabling a staff type removes it from the centers and deletes all of the routing associated with that staff type.
    Tip
    Click the Show/Hide Disabled Staff Types button to display or hide disabled staff types.

Assigning Staff Types to Centers

Now that all After you have created the centers and staff types have been created, you now need to indicate which staff types are in which centers.

To assign staff types to a center, or unassign a staff type from a center:

  1. Select the Settings option from the menu bar and choose Configure or select the Configure button Select Settings > Configure in the menu bar, or click the Configure button.
  2. Next choose the option Click the Assign Staff Type to Center(s) option.
  3. Choose Select a specific center from the list on the left.
    A list of staff types that are already assigned to the center are displayed on the right side of the window, and a list of those that can be assigned will be displayed in a box in the center of the window the middle.
  4. To assign a staff type to the selected center, select it from the Unassigned List list of staff types in the center of the window by checking the box in front of it check the box beside the relevant staff type. Any box that is already checked indicates a staff type that has been previously assigned to the center. That staff type displays in the Associated Staff Types list on the right side of the window.
  5. To unassign remove a staff type from a center, click the red circle in front of beside the staff type in the Associated Staff Types list.
  6. Click the Save button and close the window by clicking the X at the top right corner or by clicking the Close button.

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on 25 July 2018, at 18:56.