Premier Edition Cloud

Premier Edition Cloud (PEC) architecture leverages the world-class SIP-server with advanced routing features at Genesys’s core and is delivered as an on-demand service. With a cloud-based solution, agent set-up, whether in-office or remote, takes place in minutes. Easily assign and modify skills for agents. Iteratively improve productivity and statistics in real-time by monitoring agent activity and reviewing historical reports.

Important

This is the Premier Edition Cloud VCC agent desktop. Are you looking for Workspace Web Edition Agent Desktop? Click these links: Workspace Web Edition 8.5.2 or Workspace Web Edition 9.0.0.

PEC 2.8.1 Release Notes

PEC Solution Guide

Learn how VCC can support your contact center.

VCC Dashboard Help

Learn how to use VCC Dashboard.

VCC Agent Desktop Help

Learn how to handle interactions and work with your team.

Historical Reporting Help

Learn how to use the VCC Historical Reporting.

CX Builder Documentation

Learn how to use CX Builder.

Find out information about the Adapters:

VCC CTI Adapter for Salesforce Help

Learn how to use the VCC CTI Adapter for Salesforce.

VCC CTI Adapter for Zendesk Help

Learn how to use the VCC CTI Adapter for Zendesk.

VCC CTI Adapter for NetSuite Help

Learn how to use the VCC CTI Adapter for NetSuite.

VCC Gplus Adapter for Salesforce Help

Learn how to use the VCC Gplus Adapter for Salesforce.

Premier/Self Service eLearning Course Links

Agent

• Premier Edition – Introduction

• Premier Edition – Voice Channel

• Premier Edition – Chat Channel

• Premier Edition – Email Channel

• SFDC CTI Adapter

• SFDC Gplus Adapter

• CTI Adapter for Zendesk

Administrator/Supervisor

• Premier Edition – Administrator Training

• Premier Edition – Supervisor Training

• Premier Edition – User Management (Administrator) Training

• SFDC CTI Adapter - Administration

• SFDC Gplus Adapter - Administration

• CTI Adapter for Zendesk – Administration

IVR Self-Service

• CX Analytics – Basics

• CX Analytics – Agent & Queue Statistics

• CX Analytics – Custom Reports (Dashboard & Visual Insight)

• CX Builder Basics – Create a Call Transfer Page

• CX Builder Basics – Create a Message Page

• CX Builder Basics – Create a Question Page

• CX Builder Basics – Create a Schedule Page

• CX Builder Basics – Create an SMS Page

• CX Builder Basics – Create a Voicemail Page

• CX Builder Advanced - Create an ACD Page

• CX Builder Advanced – Create a Data Page

• CX Builder Advanced – Create a Logic Page

• CX Builder Advanced – Create a Transaction Page

• CX Builder Advanced - Simple Callback

Setup and Troubleshooting

• Troubleshooting for Virtual Contact Center

• Chat Deployment for Customers

• Chat Troubleshooting

• Genesys VoIP Softphone Troubleshooting

• Genesys VoIP Softphone Use & Best Practices

Troubleshooting Guide

Provides information on customer-guided troubleshooting techniques.