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Supervisor 101

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Just getting started with Pure Engage Cloud? Let's start with what most supervisors do daily. 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.

If you're looking for more information for supervisors working in Pure Engage Cloud, see the Supervisor's Guide and the Adminstrator's Guide.


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

First 10

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Learn these ten tasks to get you up to speed.

  1. Genesys Portal apps
  2. Create agents and assign skills
  3. Learn about the schedule module
  4. Create forecast scenarios, staffing forecast, and build and publish schedules
  5. Work with time-off rules: overview and procedure
  6. Supervise agents
  7. Monitor contact center performance through Workforce Management
  8. Monitor contact center performance using real-time reporting
  9. Generate IVR (GVP) reports
  10. Generate historical reports (+video)

Most popular

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Supervisors use these topics most often.

  1. Create agents and assign skills
  2. View the master agent schedule
  3. Add a calendar item
  4. Monitor and display agent adherence
  5. Monitor contact center performance through Workforce Management
  6. Monitor contact center performance through real-time reporting
  7. Generate IVR (GVP) reports
  8. Read IVR reports
  9. Read historical (Agents, Business Results, Details, Outbound Contact, Queues) reports
  10. Review, search, and play recorded calls

Learning by app

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

General

Agent Setup

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You can use Agent Setup to create and provision your agents.

Platform Administration

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

Workforce Management

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You do much of your work managing your workforce using the Workforce Management application.

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.

Recording

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

Agent Desktop

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As your agents do most of their work—interacting with customers and communicating with fellow team members—in the Agent Desktop application, here are two training topics to give you an overview of it.

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 April 19, 2018, at 11:13.