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User:JMcMonagle

FOR G-NINE DMS

At top of eServices page, under eServices page heading

[BG] Commented out the GNINE template - it is causing eservices to show on the Documention/GNINE page.


Documentation

Only Digital Messaging Server (DMS( 9.0 is available as a G-NNE product. The only documentation for DMS 9.0 is the associated Release Note, which includes a Deployment Procedure. The What's New section includes a link to that Release Note.

More Release Information

And before 8.5 tab


Break

Skill-based Routing

Welcome to the Skill-based routing use case! This use case covers the following scenario:

  1. A caller initiates a voice call to the company.
  2. A greeting message based on whether the call is occuring during normal hours of operation, on a holiday other special day, or there's an emergency about which the caller needs to be notified.
  3. If the call comes in during normal operating hours, the caller can select an option from a

menu (prompt and collect) which maps to an agent skill expression.

  1. If no agents are available, target agent group is expanded to include an additional agent skills or skill levels before routing to an optional overflow number.
  2. Priority tuning may also be used to gradually increment

priority level over time.

Implementing this enables you to use Genesys for Inbound Voice call routing to improve customer experience by routing voice interactions to the best fit agent to handle the type of request, and delivering the full value of a virtualized agent pool for enhanced first call resolution and workforce efficiency.

Prerequisite: Each agent whether internal or external needs to be previous configured with associated skills and skill levels.

Working in Designer

=Announcements all done in Designer blocks

Let's start with creating your announcement audio files. You'll need the following:

  • Announcement-Greeting 1: Played during normal business hours.
  • Announcement-Greeting 2: An alternate greeting if desired.
  • Announcement-Special Day: Played to cover days, like holidays or other special days where the business hours might differ.
  • Announcement-Closed: Played when the business is closed.
  • Announcement-Emergency: Played for handle emergency situations


Other

Testing formatting/design options for BEC pages.

REST Functions Supported by URS 8.0

Use Case Page 1

Workforce Planning

Training Brief Description
Right size your resources Teaches you how to create forecasts, activities and determine staffing needs for your contact center.
Synchronizing routing and schedules Example

Use Case Page 2

Workflorce Planning
Right size your resources Helps you right size your resources to handle the changing business needs of your contact center.
Synchronizing routing and schedules Example
Interaction Analytics Example
Reviewing voice interactions to improve agent handling Example
Reviewing digital interactions (chat, email, text) to improve agent handling Example
Analyzing conversations automatically Example
Example Example
Example Example
Example Example
Example Example
Example Example

Another design using Jose's column wrapping

Top 10 most common Supervisor tasks
Learn these ten tasks to get you up to speed on your most common activities.

  1. Creating agents and assigning skills and other characteristics (from the Platform Administration - Agents window).
  2. Viewing the master agent schedule.
  3. Adding a calendar item.
  4. Monitoring/displaying agent adherence.
  5. Monitoring contact center performance through Workforce Management.
  6. Monitoring the contact center performance through real-time reporting.
  7. Generating IVR reports.
  8. Reading IVR reports.
  9. Reading historical (Agents, Business Results, Details,Outbound Contact,Queues) reports.
  10. Reviewing, searching, and playing recorded calls.

Suggested order of learning for a newcomer
As you work through these, open each task in another window or tab so you can easily return to this list.

  1. Creating agents and assigning skills and other characteristics.
  2. Viewing the master agent schedule.
  3. Adding a calendar item.
  4. Monitoring/displaying agent adherence.
  5. Monitoring contact center performance through Workforce Management.
  6. Monitoring the contact center performance through real-time reporting.
  7. Generating IVR reports.
  8. Reading IVR reports.
  9. Reading historical (Agents, Business Results, Details,Outbound Contact,Queues) reports.
  10. Reviewing, searching, and playing recorded calls.


One design with table

Top 10 most common Supervisor tasks Suggested order of learning
Learn these ten tasks to get you up to speed on your most common activities.
  1. Creating agents and assigning skills and other characteristics.
  2. Viewing the master agent schedule.
  3. Adding a calendar item.
  4. Monitoring/displaying agent adherence.
  5. Monitoring contact center performance through Workforce Management.
  6. Monitoring the contact center performance through real-time reporting.
  7. Generating IVR reports.
  8. Reading IVR reports.
  9. Reading historical (Agents, Business Results, Details,Outbound Contact,Queues) reports.
  10. Reviewing, searching, and playing recorded calls.

Learn these ten tasks to get you up to speed on your most common activities.

  1. Creating agents and assigning skills and other characteristics.
  2. Viewing the master agent schedule.
  3. Adding a calendar item.
  4. Monitoring/displaying agent adherence.
  5. Monitoring contact center performance through Workforce Management.
  6. Monitoring the contact center performance through real-time reporting.
  7. Generating IVR reports.
  8. Reading IVR reports.
  9. Reading historical (Agents, Business Results, Details,Outbound Contact,Queues) reports.
  10. Reviewing, searching, and playing recorded calls.

Supervisor learning fundamentals

Just getting started with Genesys Cloud? Let's start with what most supervisors do daily. Feel free to work through the topics in this listed below.

Top ten supervisor tasks

Learn these ten tasks to get you up to speed on your most common activities.

  1. Creating agents and assigning skills and other characteristics.
  2. Viewing the master agent schedule.
  3. Adding a calendar item.
  4. Monitoring/displaying agent adherence.
  5. Monitoring contact center performance through Workforce Management.
  6. Monitoring the contact center performance through real-time reporting.
  7. Generating IVR reports.
  8. Reading IVR reports.
  9. Reading historical (Agents, Business Results, Details,Outbound Contact,Queues) reports.
  10. Reviewing, searching, and playing recorded calls.

Genesys Hub

Platform Administration

Hub-PlatAdmin.png

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

Workforce Management

Hub-WFM.png

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

Real-time Reporting

Hub-PlatAdmin.png

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

IVR Admin Reporting

Hub-IVRAdmin.png

You access IVR reports and set filters through the IVR Admin and Reporting application.

Historical Reporting

Hub-Reporting.png

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

Recording

Hub-Recording.png

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

  • Introduction
  • Log into SpeechMiner
  • Learn the SpeechMiner user interface
  • Explore the interface
    • Basic (Describe the UI item in spreadsheet)
    • Understand the major menus and their subpages
    • Understand the Search results grid
    • Understand the available search filters (video) with a demonstration (video)
    • Manage saved searches
    • Use SpeechMiner video media player and its actions (video) including a call comment action demonstration (video)
    • Understand and create static call lists
    • Practice batch actions (video)
  • Review, search, and play recorded calls.

Agent Desktop

Hub-AgentDesk.png

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

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This page was last modified on September 18, 2017, at 07:11.