User:Jerickso

Genesys Base Cases

Genesys is extremely flexible, which can make it complex to deploy and configure. Genesys Base Cases automate that initial deployment, getting you up and running quickly, with minimal configuration. You can use these cases as-is or as a starting point for more complex deployments.

Base Cases:

• Genesys Call Routing (CE01) for PureEngage
• Genesys Voice Recording (EE07) for PureEngage
• Genesys Voice and Screen Recording (EE08) for PureEngage

Out of the Box

With very little configuration, Base Cases provide combinations of:

• Inbound calling
• 5 agents and a supervisor
• Skill-based call routing
• Voicemail
• Call recording
• Screen recording
• Reporting for Agent Login, Agents KPIs, and Queue KPIs

DIY

Without customization, you can use Genesys Designer and Agent Setup to:

• Add routing options
• Provision additional agents
• Add skills
• Change parameters such as business hours

From there, you can enrich your environment using the full breadth of the PureEngage Cloud feature set.