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Executive 101

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Just getting started with Pure Engage Cloud? Let's start with what an executive might need to know. 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 Platform Administration Designer Real-time Reporting Historical Reporting IVR Administration Workforce Management

First 10

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Learn these tasks to get you up to speed.

  1. Understand skills and skills-based routing
  2. Understand teams/agent groups
  3. Get started for Administrators
  4. Use your virtual contact center
  5. Introduction to Genesys Designer to implement self-service and assisted-service routing (+video) (login required)
  6. Monitoring the contact center performance through real-time reporting
  7. Generate historical reports/quick tour (+video)
  8. Read historical reports (understanding what is happening in my contact center)
  9. Generate and read IVR (GVP) reports

Most popular

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Executives rely on these topics most often.

  1. Get started for Administrators
  2. Understand skills and skills-based routing
  3. Introduction to Genesys Designer to implement self-service and assisted-service routing (+video) (login required)
  4. Read historical reports (understanding what is happening in my contact center)

Learning by app

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

Platform Administration

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You perform general platform administration tasks within the Platform Administration application.

Designer

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Real-time Reporting

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

Historical Reporting

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

IVR Administration

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

Workforce Management

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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.

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This page was last modified on 4 September 2018, at 18:54.