Jump to: navigation, search

Access to user interfaces

The main access point to all Genesys PureEngage Cloud user interfaces is the Genesys Portal.

The interfaces on the Portal are divided into three separate categories (which can be separated by clicking corresponding category links at the top of the Portal)

User interfaces – User interfaces are standard Contact Server user interfaces, such as 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, resources (such as IVR), and applications based on their roles.

Support interfaces – Support interfaces can be used by authorized Contact Center administrators to submit requests with Genesys Customer Care and to view service status and schedule.

Agent Desktop

The Agent Desktop is a web-based desktop that is used to manage the agent state and contact center interactions.

Access:

The desktop can be accessed through a link on the Portal: Agent Desktop.

Login:

  • User name: email
  • Password: password that was assigned when the user was created

Workforce Management

The Workforce Management (WFM) interface allows contact center supervisors to make a variety of day to day tasks such as approving time-off, generating schedules, modifying schedules, and viewing agent adherence.

Access:

The WFM interface can be accessed through a link on the Portal: Workforce Management.

Login:

  • User name: email
  • Password: password that was assigned when the user was created

Genesys Pulse

Access:

Access to the Genesys Pulse interface is accomplished through Genesys Administrator Extensions provided on the Portal: Platform Administration – available to all administrators, supervisors, and managers. The Reporting interface is then invoked from the “Reporting” menu.

Login:

  • User name: email
  • Password: password that was assigned when the user was created.
Important
When the user first logs in they will be required to change their password.

Platform Administration

Access:

Access to Administrator interface (Genesys Administrator Extensions) is provided through a link on the Portal: Platform Administration – available to all administrators, supervisors, and managers (with different access rights).

Login:

  • User name: email
  • Password: password that was assigned when the user was created.

Reporting

Reporting provides both detailed and summary information on customer interactions managed by Genesys (voice calls, and web chat), as well as agent behavior.

Access:

Access to the Reporting interface is provided on the Portal: Reporting – available to administrators, supervisors, and managers.

Login:

  • User name: email
  • Password: same password as in Reporting interface.

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on August 10, 2017, at 05:39.