Advisors Administration Module Overview

Menu options for the Genesys Pulse Advisors administration module are controlled by role-based access, which is configured in a Genesys configuration interface such as Genesys Administrator. This means that you see only menu items for which you have privileges assigned.

The administration module is designed to guide you through the correct configuration sequence for Contact Center Advisor and Workforce Advisor. The opening page of the administration module contains information to help you, and the left-hand navigation tree lists the pages in the order in which you configure objects, relationships, and so on.

If you have used the administration module with earlier releases of Advisors, then you will see some changes to the module starting with release 9.0. The Advisors administration configuration has been simplified, and some pages have been removed from the administration module because they are no longer required for object configuration. Most notably, the Base Object Configuration page has been removed. See the Application Configuration page in this Guide for more information.

Dependencies and Prerequisites

Before you configure relationships among objects, it is important to note that there are some dependencies that affect your ability to configure data in the Administration module:

• Review the Pulse Advisors Deployment Guide to ensure you have completed all deployment requirements. Also review the Post Installation Configuration topics in that book.
• Run Contact Center Advisor XML Generator to pull the base objects, which you will configure in the administration module, from the external data source systems. Until you do this, no switches/peripherals, applications, or agent groups will appear in the user interface.
• Run Workforce Advisor server to pull the contact groups, which you will configure in the administration module, from the external WFM systems. If you are using IEX TotalView, then use ftp (see Importing Contact Groups into Advisors) to push its contact groups into the Advisors Platform database. Until you do this, no contact groups will appear in the user interface.

Descriptions of Administration Module Pages for CCAdv/WA Configuration

You use the following Administration module pages to configure objects and relationships for display on the Contact Center Advisor and Workforce Advisor dashboards:

• System Configuration:
  • Use the System Configuration page to configure the following for CCAdv/WA:
    • Notification refresh rate: How often Advisors sends email about alerts.
    • Application to agent group relationships
    • Show Totals and Averages row for agent groups: Whether or not the Totals and Averages row appears in the Agent Groups pane in Contact Center Advisor and Workforce Advisor.
    • Alert Creation Delay Interval: How long a metric's value must exceed a threshold before Advisors creates an alert about it.
    • Display agent group contact center column: Whether this column appears in the Agent Groups pane in Contact Center Advisor.
    • Integrated CCAdv/WA configuration: See Configuration Modes.
    • Default grouping: in the Contact Centers pane in the dashboards.
  • Data Sources: Specify how long an external source of real-time data can be quiescent before Advisors notifies users about it, and the distribution list to use to send the email.
  • Modules: To modify the application name that displays on the dashboard tabs.

  See System Configuration.

• Regions: Complete the configuration of regions to represent the subdivisions of your company's business operations. See Regions.
• Application Groups/Thresholds: To provide a meaningful configuration of types of contact center activity in the dashboards, complete the configuration of application groups (see Application Groups and Thresholds). Threshold rules define the critical (red) and warning (yellow) conditions that trigger threshold violations, at the application group level. To define the critical and warning conditions for each metric in the context of an application group, see Adding or Updating Thresholds.
• Contact Centers: Complete the configuration of contact centers for a data source that supplies applications and agent groups, and select a geographic region for each; see Configuring Contact Centers.
• Switches/Peripherals: To enable or disable a Genesys switch or Cisco peripheral as far as Advisors is concerned. (A peripheral is a communications interface between a call distributor and call router.) To change this status, see Switches and Peripherals.
• Application Configuration:
  • Rollups: To configure the hierarchy displayed on the dashboard, create the associations between applications, agent groups, and the levels in the hierarchy (for example, regions, contact centers, and application groups).
  • Applications – Agent Groups: Assign agent groups to applications.
  • Application Details: Define descriptive names for applications and change their settings for zero suppression, being displayed on the dashboard, and SL Threshold.
• Agent Group Configuration: Map agent groups to an agent-group contact center. Configure agent groups to display on the dashboard. See Agent Group Configuration.
• Contact Group Configuration: (WA only)
  • Rollups: To configure the hierarchy displayed on the dashboard, create the associations between contact groups and the levels in the hierarchy (for example, regions, contact centers, and application groups).
  • Contact Groups–Applications: Assign applications to contact groups.
  • Contact Groups–Agent Groups: Assign agent groups to contact groups.
  • Contact Group Details: Define descriptive names for contact groups and change their other properties.
• Metric Manager: The Metric Manager section consists of the Source Metrics and the Report Metrics pages. Use the Metric Manager pages to define the many properties of a metric, such as its descriptive name. See Metric Manager.
• Distribution Lists: To group users who are sent email about alerts based on a specific alert type, add distribution lists and select the users, contact centers, and application groups you want to relate to the distribution list. See Working with Distribution Lists.
• Manual Alerts: Add manual alerts and specify the alert type and affected contact centers. See Manual Alerts.
• Control Panel: The Control Panel section consists of the following pages:
  • Notification Lists: If Resource Management is installed, notifications lists are used to inform groups of users within an organization about changes being made to the agents or resources. To view and maintain notification lists, see Notification Lists.
  • Notification Templates: If Resource Management is installed, provide standard content for emails describing the directives and actions taken from Resource Management. To view and maintain notification templates, see Notification Templates.