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Getting Started for Administrators

Welcome to Genesys PureEngage Cloud. This Genesys offering enables you to get started today with an all-in-one Genesys contact-center platform.

Access to User Interfaces

Genesys Portal is the main access point to all PureEngage Cloud user interfaces (UIs).

BEC QSG Hub Landing.jpg

These interfaces are divided into three categories, which you can select by clicking the corresponding category links at the top of the Portal. The categories are:

User interfaces – User interfaces are standard Contact Server user interfaces, such as Agent Desktop, Workforce Management, and Reporting. These interfaces can be used by contact-center agents, supervisors, and managers.

Administration interfaces – Administration interfaces can be used by contact-center administrators, supervisors, and managers to configure users and applications based on their roles.

Support interfaces – Support interfaces are used by authorized contact-center administrators to submit requests with Genesys Customer Care, and to view the service status and schedule of service for Genesys applications.

User Documentation and eLearning are accessed via the Help (?) menu, located in the top-right corner of Genesys Portal.

Application Application Description
Agent Desktop Agent Desktop provides agents and knowledge workers with non-intrusive access to the information, processes, and applications they need to perform their jobs more efficiently.
Agent Scripting Administration Agent Scripting Administration is a scripting tool that is used to prompt agents throughout the call-handling process with customers.
Designer Genesys Designer helps you to design assisted service or Routing applications, as well as self-service or Interactive Voice Response (IVR) applications.
Genesys Customer Care Genesys Customer Care is a portal for Genesys customers to locate resources, tools and information that will aid in resolving your issues, including the ability to create and track tickets based on Salesforce.
IVR Administration IVR Administration assists your business with providing cost-effective customer interactions 24/7 for voice, video, and web-based interactions.
Outbound Outbound Contact is an automated system for creating, modifying, running, and reporting on outbound campaigns for proactive customer contact. Outbound Contact Server (OCS) provides automated dialing and call-progress detection, so that an agent is required only when a customer is connected. OCS also intelligently uses customer data to ensure that campaigns are contacting the right customers, not just a large number of customers.
Platform Administration Platform Administration helps you to manage your user accounts and configure settings to maintain your contact center. It also provides a dashboard and widgets to see contact-center activities in real-time.
Recording Recording provides recording control via a host of integrations across the suite. The recorded segments are linked to the contact's account history, and include information about date and time, duration, and the parties involved for each segment.
Reporting Reporting assists contact-center managers in:
  • Assessing the day-to-day operations of their contact center resources for the routing and handling of interactions.
  • Better tuning resources to increase utilization and efficiency.
  • Benchmarking key performance indicators of quality and service.
  • Identifying corrective actions to help reduce costs and increase service
Reporting Administration Reporting Administration is used to provision new users for Reporting.
Workforce Management Workforce Management (WFM) provides tools to enable contact-center managers to better manage their workforce. WFM enables managers to create accurate staffing plans that take into account projected contact volumes and average handle times, as well as the various skills and skill levels of the agent population. Contact center managers can achieve these goals, by using WFM's advanced forecasting, scheduling, and real-time adherence capabilities.

Role Access

Access to Genesys Portal applications is provided based on the following user roles:

Application/Role Agent Supervisor CC Manager Administrator
Agent Desktop   * * *
Agent Scripting Administration        
Designer   ** **  
Genesys Customer Care        
IVR Administration        
Outbound        
Platform Administration ***      
Recording        
Reporting        
Reporting Administration        
Training        
Workforce Management **** **** **** ****
Important
* - Separate Agent accounts must be created for Supervisors, Managers, and Administrators. See How to create an Agent account for Supervisors, Managers, and Administrators with dual role in Platform Administration.

** - Supervisors and Managers only have access to modify Designer parameters.

*** - Agents only have the ability to change their own password in Platform Administration.

**** - Agents work on a different UI from Supervisors, Managers, and Administrators.

Account Types

The following types of accounts are provisioned in Genesys PureEngage Cloud:

Account Type Provisioned By Provisioning Tool LDAP enabled* Note
Agent Scripting Administration Account Genesys Agent Scripting No  
Customer Care Account Genesys Genesys Salesforce No  
IVR Administration Account Customer Administrator IVR Administration Yes One per IVR Administration region
Outbound Account Genesys Genesys Engage No  
Platform Account Customer Administrator Platform Administration Yes  
Reporting Account Customer Administrator Reporting Administration No  
Important
  • Certain types of accounts – as specified in the table – can be configured to use authentication through customer LDAP-compatible directory service.
  • It is recommended that all accounts for a particular user be created with the same user name and password. The table above outlines the different authentication and authorization systems where separate user accounts need to be created.
  • The recommended naming convention for user accounts is the following: <login_name/first_last_name>@<customer_company>, for example: john.bull@acme.com. It is important to include <customer_company> in the user name as unique name domain identifier.
  • For supervisor/administrator users who need access to the Agent Desktop or Agent Workforce Management interface, the suggested naming convention is the following: <login_name/first_last_name>@<customer_company>.agent

Password Rules

User accounts are required to meet the following password rules:

  • Password Length - Must include a minimum of 8 characters.
  • Password Complexity - Must include lowercase, uppercase and a number.
  • Password Lockout - After 5 failed login attempts, the user account is locked for 30 minutes.
  • Password Changes - Must be changed every 90 days.
  • Password Re-use - Cannot re-use any of their last 5 passwords.

Managing User Passwords

A user may be configured to set a new password the first they log in, or after a system administrator has reset their password. In this case, the Change Password dialog box appears.

To change the password, the user must complete the following steps:

  1. Enter a new password in the New Password field.
  2. Enter the same password in the Confirm Password field.
  3. Click Ok.

Changing a Password

If configured, a user can change their password at any time, using the following procedure:

  1. Log in to the user account in Platform Administration. The user’s first name appears in the top header bar of the window.
  2. Select the first name.
  3. Click Change Password.
  4. In the Change Password dialog box, enter the current password, enter a new password and confirm the new password.
  5. Click Save.

Using Accounts in Applications

The table below lists correlation between account types and PureEngage Cloud applications.

Application/Account Account Notes on Provisioning
Agent Desktop Platform Account  
Agent Scripting Administration Agent Scripting Account Account should be enabled by Genesys for use in this interface
Designer Platform Account  
Genesys Customer Care Customer Care Account  
IVR Administration IVR Administration Account  
Outbound Genesys Engage Account Account should be enabled by Genesys for use in this interface
Platform Administration Platform Account  
Recording Platform Account  
Reporting Reporting Account  
Reporting Administration Reporting Account  
Training No account needed  
Workforce Management Platform Account Account should be assigned to security group in WFM by customer administrator

Call control in Agent Desktop

In Genesys PureEngage Cloud, agents control calls using the Agent Desktop web interface. Agent Desktop supports call control in the majority of call scenarios.

Hold/retrieve, conference, call transfer, call termination are fully supported for all types of agent phones.

Engaging another agent, as well as transferring a call to an agent, agent group, or queue should rely on Favorites in the desktop communicator. Only a few use cases require an agent to call an external party by means of dialing a phone number.

In the scenario where an agent needs to interact with an IVR via a telephone keypad, the agent can use Agent Desktop to send dual-tone multi-frequency (DTMF) signals to the IVR.

The Call Answer (Call Accept) desktop feature is disabled in environments where telephony infrastructure between Genesys and the agent's phone, or the phone itself, does not support the functionality.

This feature is not supported if:

  1. There is a PSTN between Genesys and the phone.
  2. The phone is behind an Avaya switch.

In these environments, agents need to answer calls manually or auto-answer needs to be setup on their phones.

Begin provisioning your contact center

Click here to begin provisioning your contact center.




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This page was last modified on 14 August 2018, at 11:49.