Settings and configuration overview

From Genesys Documentation
Jump to: navigation, search
This topic is part of the manual Manage your Contact Center in Agent Setup for version Current of Agent Setup.

This page explains the distinction between contact center settings, agent group settings, and user settings within Agent Setup.

Overview

Agent Setup contains a series of options that enable you to manage the contact center and the users within it. There's a hierarchy that defines the level at which these options can be configured:

  • Contact Center Settings (global settings)
    • Agent Groups
      • Users

Typically, when you enable something on the Contact Center Settings screen in the application, those settings are applied globally, meaning they're applied to all agent groups and users within the contact center. Some, but not all, options can be edited at either the agent group level or user level, or both. For example, the channels you configure on the Contact Center Settings screen will be inherited by all agent groups and users within the contact center, but you can edit these channels for either or both.


Settings by group

When you click Contact Center Settings, Agent Groups > New Agent Group, or Users > New User in the Agent Setup application, you'll see a panel in the left margin of the screen containing categories of options that allow you or other users to handle a series of related tasks. This table summarizes the categories of options and identifies (via Yes or No) the level at which those options can be enabled or updated.

Category Contact Center Agent Group User Description Sample options
Agent Desktop Yes No No Contains Agent Desktop configuration options that are applied globally.


Skills, dispositions, agent states, toast data, case data Caller ID, global favorites, external URLs
Agent Group No Yes No Contains agent group information configured in Agent Desktop settings at the Contact Center Settings/global level. Agents, dispositions, agent states, statistics, toast data, case data Caller ID, global favorites, external URLs
User No No Yes Contains user specific information configured in Agent Desktop settings at the Contact Center Settings/global level. Skills, Caller ID, agent groups, access groups, annex, favorites, switches, external URLs
Desktop Options Yes Yes Yes Options that dictate what level of control an agent has when interacting with customers. Channel configuration, standard responses, global login, recording, interaction search
Digital Management Yes Yes Yes Options related to email management. Email mailboxes, email address management
Single Sign On Yes No No Single Sign-On configuration. SAML
Desktop Statistics Yes No No Configuration of agent statistics, contact center statistics, and statistical definitions. Warning levels, error levels, statistics types
Templates Yes No No Configuration of templates that contain global-level agent and contact center properties DN, login, person, and place templates
CRM Adapter Yes Yes Yes Options related to the CRM/Gplus Adapter. Screen pops, custom Salesforce templates.
Routing Manager Yes No No Presents read-only lists of routing points, virtual queues, and DNs for the contact center. Create DN groups.
Recording No Yes No Recording hierarchy configuration. Enable recording hierarchy