Business Edition Premise Guide
The Business Edition Premise Guide documents the procedures needed to maintain and configure an existing Business Edition Premise environment.
Administrators perform four types of tasks:
If you are new to Genesys software…
Business Edition Premise enables you to use the Genesys Administrator Extension interface to set options (parameters) that tailor routing operations.
Some of these options, such as declaring an emergency or changing open hours, are easily set even if you have no prior experience configuring Genesys software.
Other options, such as auto-attendant (IVR) menus and business targets, are tied to more complex features that must be synchronized with settings in other Genesys applications.
We suggest that you rely on your Business Edition Premise provider to set up these features for you. They can then show you what options they have customized, such as business reporting categories (Service, Segment, and Department, for example) and announcements.
If you are a supervisor or agent...
This guide is primarily for contact center administrators, though your enterprise can grant anyone the ability to perform administrative tasks such as adding agents and setting open hours.
Agents and supervisors use Workspace Desktop Edition to handle contact-center interactions, monitor contact-center and personal KPIs, and consult with colleagues. For instructions, see Workspace Desktop Edition Help.
Supervisors also use two applications to view reports:
- Pulse enables at-a-glance views of real-time contact center statistics. For instructions, see Pulse Help.
- Genesys Interactive Insights (GI2) provides historical reports that enable supervisors to fine-tune operations to improve productivity. For instructions, see Genesys Interactive Insights Universe Guide.