Jump to: navigation, search

Administrator 101

AdministratorBECTrainingGraphic-01.png

Just getting started with Pure Engage Cloud? Let's start with what most administrators do. Feel free to work through the First 10, try some of the Most popular tasks, or browse Learning by app to find specific tasks you want to learn.

Get started Most popular Agent Setup Platform Administration Designer Outbound Recording Real-time Reporting Historical Reporting IVR Administration Workforce Management


First 10

10blue.jpg

Learn these ten tasks to get you up to speed.

  1. Get started
  2. Platform Administration overview
  3. Configure accounts
  4. Create agents and assign skills
  5. Configure switch-related objects
  6. Manage voicemail
  7. Introduction to Genesys Designer (+video) (login required)
  8. Monitor contact center performance using real-time reporting
  9. Generate historical reports (+video)
  10. Generate IVR (GVP) reports


Most popular

Thumbs up grn.jpg

Administrators use these topics most often.

  1. Configure accounts
  2. Create agents and assign skills
  3. Configure switch-related objects
  4. Manage voicemail
  5. Use Blocks in a Designer Application (login required)
  6. Create and modify emergency flags (login required), business hours (login required), and special days (login required)
  7. Generate historical reports/quick tour (+video)
  8. Understand and choose a Pulse widget type
  9. Configure compliance rules and create campaign templates
  10. Manage campaigns and users

Learning by app

Here's a more complete list of learning topics to get you started, organized by application.

General

Agent Setup

Hub-agtset.png

You can use Agent Setup to create and provision your agents, and to configure Agent Desktop for your agents.

Platform Administration

Hub-PlatAdmin.png

You perform platform administration tasks within the Platform Administration application.

Designer

Hub-Designer.png

Outbound

Hub-outb.png

Recording

Hub-Recording.png

You work with recording within the Recording application that leverages SpeechMiner and Quality Management.

Real-time Reporting

Hub-PlatGPulse.png

You track what's happening at your contact center in real-time using the Genesys Pulse tab within the Platform Administration application.

Historical Reporting

Hub-Reporting.png

You access historical reports within the Reporting application that leverages Genesys Interactive Insights.

IVR Administration

Hub-IVRAdmin.png

You can set up your IVR (Interactive Voice Response) and access IVR reports and set filters through the IVR Administration application.

Workforce Management

Hub-WFM.png

You can monitor your contact center workforce using the Workforce Management application.


Contact us

If you have questions about any of the tasks, or would like to see additional tasks, send an email to Technical Publications Administrator.

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on 19 April 2018, at 12:01.