https://all.docs.genesys.com/api.php?action=feedcontributions&feedformat=atom&user=Jerickso Genesys Documentation - User contributions [en] 2026-05-22T20:56:23Z User contributions MediaWiki 1.31.1 https://all.docs.genesys.com/index.php?title=PEC-Admin&diff=68408 PEC-Admin 2020-10-09T01:00:15Z <p>Jerickso: Published</p> <hr /> <div>{{MintyDocsProduct<br /> |displayname=Administrator<br /> |contentarea=Multicloud<br /> |landingpage=No<br /> |definition=As an administrator, you are the architect and overseer of the resources that run your contact center. You can create users, set up switches, voicemail, interaction routing, outbound calling campaigns and manage call recording. You can also monitor how your contact center performs using real-time and historical reporting and Workforce Management.<br /> |ComingSoon=No<br /> |MintyDocsProductLandingSections={{MintyDocsProductLandingSections<br /> |Type=Get Started<br /> |Title=Get started<br /> |Links=*{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin|topic=Get_started|display text=Get started with Genesys Engage cloud}}<br /> *{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin}}<br /> *{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin|topic=SSO|display text=Single sign-on}}<br /> *{{Link-Standalone|topic=PEC-Admin/trainadm}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysEngage-cloud<br /> |Type=Release Notes<br /> |Description=[https://docs.genesys.com/Documentation/PSAAS/Public/RN/Welcome Genesys Engage cloud Release Notes]<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Manage your contact center<br /> |Links=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|display text=Manage contact center and users}}<br /> *{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agents|display text=Create agents, administrators, and supervisors}}<br /> *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=GetStarted|display text=Manage interaction routing in Designer}}<br /> *{{Link-AnywhereElse|product=PEC-GS|standalone|display text=Deploy and configure Genesys Softphone}}<br /> *{{Link-AnywhereElse|product=CDDS|standalone|display text=Export and download contact center data}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Configure and view reports<br /> |Links=*{{Link-Standalone|topic=PEC-REP/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT}}<br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT}}<br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=GVP}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Set up outbound campaigns<br /> |Links=*{{Link-Standalone|topic=PEC-OU/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=GetStarted|display text=Get started with CX Contact}}<br /> *{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|display text=CX Contact Help}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Route interactions to agents<br /> |Links=*{{Link-Standalone|topic=PEC-ROU/HIW|display text=How routing works in Designer}}<br /> *{{Link-AnywhereElse|product=PE-GPR|version=9.0.0|manual=Deployment|display text=Use machine learning to route interactions}}<br /> *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=GTR|display text=Route workitems to agents}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Recording, Quality Management and Speech Analytics<br /> |Links=*{{Link-Standalone|topic=PEC-REC/HIW}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Manage your workforce<br /> |Links=*{{Link-Standalone|topic=PEC-WFM/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Administrator}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Connect with customers later<br /> |Links=*{{Link-Standalone|topic=PEC-CAB/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=GES}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Integrate with third-party applications<br /> |Links=*{{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Administrator}}<br /> *{{Link-AnywhereElse|product=GAMD|version=Current|manual=Admin|display text=Gplus Adapter for Microsoft Dynamics 365 Administrator's Guide}}<br /> *{{Link-AnywhereElse|product=GASN|version=Current|manual=Admin|display text=Gplus Adapter for ServiceNow Administrator's Guide}}<br /> |Columns=No<br /> }}<br /> |Platform=GenesysEngage-cloud<br /> }}</div> Jerickso https://all.docs.genesys.com/index.php?title=PEC-Agent&diff=68407 PEC-Agent 2020-10-09T00:59:43Z <p>Jerickso: Published</p> <hr /> <div>{{MintyDocsProduct<br /> |displayname=Agent<br /> |editors=avillama<br /> |contentarea=Multicloud<br /> |landingpage=No<br /> |definition=Agents are the front line of the contact center. You communicate with customers and fellow team members through various channels, such as voice calls, chat, and email. You can be assigned to specific channels, consult with team members, and help customers by providing standard responses to their questions.<br /> |ComingSoon=No<br /> |MintyDocsProductLandingSections={{MintyDocsProductLandingSections<br /> |Type=Get Started<br /> |Links=* {{Link-Standalone|topic=PEC-Agent/GetStarted|display text=Getting started for agents}}<br /> * {{Link-Standalone|topic=PEC-Agent/trainagt}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Communicate with customers and team members<br /> |Links=*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADQuickStart|display text=Getting started with Agent Desktop}}<br /> *{{Link-Standalone|topic=PEC-GS/Users|display text=Genesys Softphone for Agents}}<br /> *{{Link-Standalone|topic=PEC-VM/Users}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Manage your work schedule<br /> |Links=*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=GtgSrtd}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=SchO}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=TrdgO}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=TOO}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=SBO}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=CfgO|display text=Personal information}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Integrations<br /> |Description=Gplus Adapters integrate the Genesys Agent Desktop inside a third party Customer Relationship Management (CRM) application to enable agents to handle calls, emails, chats, and so on from inside their CRM application.<br /> |Links=*{{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Agent|topic=GPASFLGettingStarted|display text=Gplus Adapter for Salesforce Agent's Guide}}<br /> *{{Link-AnywhereElse|product=GAMD|version=Current|manual=Agent|display text=Gplus Adapter for Microsoft Dynamics 365 Agent's Guide}}<br /> *{{Link-AnywhereElse|product=GASN|version=Current|manual=Agent|display text=Gplus Adapter for ServiceNow Agent's Guide}}<br /> |Columns=No<br /> }}<br /> |workspace_id=PEC-Agent<br /> }}</div> Jerickso https://all.docs.genesys.com/index.php?title=PEC-Admin/Current/Admin/SSO&diff=67824 PEC-Admin/Current/Admin/SSO 2020-10-06T00:58:01Z <p>Jerickso: Published</p> <hr /> <div>{{Article<br /> |Standalone=No<br /> |DisplayName=Single sign-on<br /> |TocName=Single sign-on<br /> |Context=Learn how single sign-on is supported in Genesys Engage cloud.<br /> |ComingSoon=No<br /> |Section={{Section<br /> |alignment=Vertical<br /> |structuredtext=Most Genesys Engage cloud applications allow a logged-in user to navigate across those applications without prompting for credentials again. It can also be configured to use {{#Widget:ExtLink|link=https://en.wikipedia.org/wiki/SAML_2.0|displaytext=SAML 2.0}} for integrations with third-party identity providers such as Okta or Google. There are many advantages to enabling single sign-on (SSO) in Genesys Engage cloud—for example:<br /> <br /> *Users need to remember only one password.<br /> *User credentials are managed by a third-party identity provider.<br /> *Users must have multi-factor authentication by a third-party identity provider for additional security.<br /> *Users only need to log in once to gain access to Genesys Engage cloud applications that have SSO enabled and non-Genesys applications that use the same identity provider.<br /> |Status=No<br /> }}{{Section<br /> |sectionHeading=SSO support by application<br /> |alignment=Vertical<br /> |structuredtext=View which Genesys Engage cloud applications support SSO.<br /> {{{!}} border=&quot;1&quot;<br /> {{!}}-<br /> !Applications<br /> !Single Sign On Support<br /> !Notes<br /> {{!}}-<br /> {{!}}Agent Desktop<br /> {{!}}Yes<br /> {{!}}<br /> {{!}}-<br /> {{!}}Agent Setup<br /> {{!}}Yes<br /> {{!}}<br /> {{!}}-<br /> {{!}}Callback<br /> {{!}}Yes<br /> {{!}}<br /> {{!}}-<br /> {{!}}Cloud Data Download Service<br /> {{!}}Yes<br /> {{!}}<br /> {{!}}-<br /> {{!}}CX Contact<br /> {{!}}Yes<br /> {{!}}<br /> {{!}}-<br /> {{!}}Designer<br /> {{!}}Yes<br /> {{!}}<br /> {{!}}-<br /> {{!}}Developer Console<br /> {{!}}Yes<br /> {{!}}<br /> {{!}}-<br /> {{!}}Genesys CX Insights<br /> {{!}}Yes<br /> {{!}}Supported in version 9.0.013.0+. Contact your Genesys representative to enable.<br /> {{!}}-<br /> {{!}}Genesys Softphone<br /> {{!}}Yes<br /> {{!}}<br /> {{!}}-<br /> {{!}}Screen Recording<br /> {{!}}Yes<br /> {{!}}Supported in Agent Desktop version 9, but not with custom desktops.<br /> {{!}}-<br /> {{!}}Real-Time Reporting (Pulse)<br /> {{!}}Yes<br /> {{!}}Supported in Real-Time Reporting version 9.<br /> {{!}}-<br /> {{!}}Gplus Adapter Salesforce<br /> {{!}}Yes<br /> {{!}}<br /> {{!}}-<br /> {{!}}Recording, Quality Management and Speech Analytics<br /> {{!}}Future Roadmap<br /> {{!}}<br /> {{!}}-<br /> {{!}}Workforce Management<br /> {{!}}Yes<br /> {{!}}Not supported for supervisor accounts for administrative activities.<br /> {{!}}-<br /> {{!}}Agent Scripting Administration<br /> {{!}}No<br /> {{!}}<br /> {{!}}-<br /> {{!}}Interactive Insights<br /> {{!}}No<br /> {{!}}<br /> {{!}}-<br /> {{!}}Outbound<br /> {{!}}No<br /> {{!}}<br /> {{!}}-<br /> {{!}}Platform Administration (GAX)<br /> ''Includes plug-ins like eServices Manager and IVR Administration''<br /> {{!}}No<br /> {{!}}<br /> {{!}}-<br /> {{!}}WebRTC<br /> {{!}}Yes<br /> {{!}}<br /> {{!}}}<br /> |Status=No<br /> }}{{Section<br /> |sectionHeading=Configuring SSO in Genesys Engage<br /> |alignment=Vertical<br /> |structuredtext=To enable Single Sign-On for your environments, see {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Single_Sign-On}} in Agent Setup.<br /> <br /> {{NoteFormat|SSO can be configured for different groups and you can have multiple identity providers, as long as there is only one per region.}}<br /> <br /> If you're planning to enable SSO, consider the following conventions for creating users:<br /> <br /> *The domain declared in the identity provider metadata should be part of the user name stored within Genesys, to create the most seamless experience. (Example: &lt;tt&gt;john@mycompany.com&lt;/tt&gt;) Otherwise, users would need to enter a Tenant or enter the domain before their username. (Example: &lt;tt&gt;mycompany\john&lt;/tt&gt;)<br /> *The username provisioned within Genesys Engage cloud should match the username in the external identity provider.<br /> |Status=No<br /> }}{{Section<br /> |sectionHeading=Configuring SSO in the identity provider<br /> |alignment=Vertical<br /> |structuredtext=Genesys Engage cloud must be defined as an application within the identity provider to support the SSO integration. <br /> <br /> Genesys Engage cloud supports the SAML 2.0 protocol as a standard interface to identity providers, and has successfully validated with popular IdPs, including Okta and Ping. Other identity providers can be supported provided they comply with SAML 2.0 and you validate the integration before using in production.<br /> |Status=No<br /> }}{{Section<br /> |sectionHeading=How does SSO work for users?<br /> |alignment=Horizontal<br /> |Media=Image<br /> |image=PEC_SSO_login.png<br /> |structuredtext=Let's look at the login process for Agent Desktop with SSO enabled and Okta configured as the third-party identity provider. '''Note:''' The login flow is the same for all supported identity providers.<br /> <br /> First, click the Agent Desktop icon in Genesys Portal and enter your username. You must log in to the application even though you're already logged in to your workstation. <br /> <br /> Click '''Next'''. Genesys redirects you to Okta where you're prompted to enter your username and password. Once you log in with Okta, you're redirected back to Agent Desktop and automatically logged in. Alternatively, if you are already logged in with Okta when you click '''Next''', Genesys skips the Okta login and automatically logs you in to Agent Desktop.<br /> <br /> Now that you're authenticated with the identity provider, you can choose any SSO-enabled application from Genesys Portal and you'll be automatically logged in without entering your credentials.<br /> <br /> If you happen to close all browser tabs without logging out of the applications, you will remain logged in for five minutes. If a second window or browser is opened after five minutes, to either the same application or any other SSO-enabled application, you will once again be prompted for your credentials.<br /> |Status=No<br /> }}<br /> |product=Draft:PEC-Admin<br /> |urlname=SSO<br /> }}</div> Jerickso https://all.docs.genesys.com/index.php?title=Draft:PEC-Agent&diff=67822 Draft:PEC-Agent 2020-10-06T00:42:36Z <p>Jerickso: </p> <hr /> <div>{{MintyDocsProduct<br /> |displayname=Agent<br /> |editors=avillama<br /> |contentarea=Multicloud<br /> |landingpage=No<br /> |definition=Agents are the front line of the contact center. You communicate with customers and fellow team members through various channels, such as voice calls, chat, and email. You can be assigned to specific channels, consult with team members, and help customers by providing standard responses to their questions.<br /> |ComingSoon=No<br /> |MintyDocsProductLandingSections={{MintyDocsProductLandingSections<br /> |Type=Get Started<br /> |Links=* {{Link-Standalone|topic=PEC-Agent/GetStarted|display text=Getting started for agents}}<br /> * {{Link-Standalone|topic=PEC-Agent/trainagt}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Communicate with customers and team members<br /> |Links=*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADQuickStart|display text=Getting started with Agent Desktop}}<br /> *{{Link-Standalone|topic=PEC-GS/Users|display text=Genesys Softphone for Agents}}<br /> *{{Link-Standalone|topic=PEC-VM/Users}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Manage your work schedule<br /> |Links=*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=GtgSrtd}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=SchO}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=TrdgO}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=TOO}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=SBO}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=CfgO|display text=Personal information}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Integrations<br /> |Description=Gplus Adapters integrate the Genesys Agent Desktop inside a third party Customer Relationship Management (CRM) application to enable agents to handle calls, emails, chats, and so on from inside their CRM application.<br /> |Links=*{{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Agent|topic=GPASFLGettingStarted|display text=Gplus Adapter for Salesforce Agent's Guide}}<br /> *{{Link-AnywhereElse|product=GAMD|version=Current|manual=Agent|display text=Gplus Adapter for Microsoft Dynamics 365 Agent's Guide}}<br /> *{{Link-AnywhereElse|product=GASN|version=Current|manual=Agent|display text=Gplus Adapter for ServiceNow Agent's Guide}}<br /> |Columns=No<br /> }}<br /> |workspace_id=PEC-Agent<br /> }}</div> Jerickso https://all.docs.genesys.com/index.php?title=Draft:PEC-Agent&diff=67821 Draft:PEC-Agent 2020-10-06T00:41:57Z <p>Jerickso: </p> <hr /> <div>{{MintyDocsProduct<br /> |displayname=Agent<br /> |editors=avillama<br /> |contentarea=Multicloud<br /> |landingpage=No<br /> |definition=Agents are the front line of the contact center. You communicate with customers and fellow team members through various channels, such as voice calls, chat, and email. You can be assigned to specific channels, consult with team members, and help customers by providing standard responses to their questions.<br /> |ComingSoon=No<br /> |MintyDocsProductLandingSections={{MintyDocsProductLandingSections<br /> |Type=Get Started<br /> |Links={{Link-Standalone|topic=PEC-Agent/GetStarted|display text=Getting started for agents}}<br /> <br /> {{Link-Standalone|topic=PEC-Agent/trainagt}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Communicate with customers and team members<br /> |Links=*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADQuickStart|display text=Getting started with Agent Desktop}}<br /> *{{Link-Standalone|topic=PEC-GS/Users|display text=Genesys Softphone for Agents}}<br /> *{{Link-Standalone|topic=PEC-VM/Users}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Manage your work schedule<br /> |Links=*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=GtgSrtd}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=SchO}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=TrdgO}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=TOO}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=SBO}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=CfgO|display text=Personal information}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Integrations<br /> |Description=Gplus Adapters integrate the Genesys Agent Desktop inside a third party Customer Relationship Management (CRM) application to enable agents to handle calls, emails, chats, and so on from inside their CRM application.<br /> |Links=*{{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Agent|topic=GPASFLGettingStarted|display text=Gplus Adapter for Salesforce Agent's Guide}}<br /> *{{Link-AnywhereElse|product=GAMD|version=Current|manual=Agent|display text=Gplus Adapter for Microsoft Dynamics 365 Agent's Guide}}<br /> *{{Link-AnywhereElse|product=GASN|version=Current|manual=Agent|display text=Gplus Adapter for ServiceNow Agent's Guide}}<br /> |Columns=No<br /> }}<br /> |workspace_id=PEC-Agent<br /> }}</div> Jerickso https://all.docs.genesys.com/index.php?title=Draft:PEC-Admin&diff=67820 Draft:PEC-Admin 2020-10-06T00:40:29Z <p>Jerickso: </p> <hr /> <div>{{MintyDocsProduct<br /> |displayname=Administrator<br /> |contentarea=Multicloud<br /> |landingpage=No<br /> |definition=As an administrator, you are the architect and overseer of the resources that run your contact center. You can create users, set up switches, voicemail, interaction routing, outbound calling campaigns and manage call recording. You can also monitor how your contact center performs using real-time and historical reporting and Workforce Management.<br /> |ComingSoon=No<br /> |MintyDocsProductLandingSections={{MintyDocsProductLandingSections<br /> |Type=Get Started<br /> |Title=Get started<br /> |Links=*{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin|topic=Get_started|display text=Get started with Genesys Engage cloud}}<br /> *{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin}}<br /> *{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin|topic=SSO|display text=Single sign-on}}<br /> *{{Link-Standalone|topic=PEC-Admin/trainadm}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysEngage-cloud<br /> |Type=Release Notes<br /> |Description=[https://docs.genesys.com/Documentation/PSAAS/Public/RN/Welcome Genesys Engage cloud Release Notes]<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Manage your contact center<br /> |Links=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|display text=Manage contact center and users}}<br /> *{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agents|display text=Create agents, administrators, and supervisors}}<br /> *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=GetStarted|display text=Manage interaction routing in Designer}}<br /> *{{Link-AnywhereElse|product=PEC-GS|standalone|display text=Deploy and configure Genesys Softphone}}<br /> *{{Link-AnywhereElse|product=CDDS|standalone|display text=Export and download contact center data}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Configure and view reports<br /> |Links=*{{Link-Standalone|topic=PEC-REP/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT}}<br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT}}<br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=GVP}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Set up outbound campaigns<br /> |Links=*{{Link-Standalone|topic=PEC-OU/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=GetStarted|display text=Get started with CX Contact}}<br /> *{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|display text=CX Contact Help}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Route interactions to agents<br /> |Links=*{{Link-Standalone|topic=PEC-ROU/HIW|display text=How routing works in Designer}}<br /> *{{Link-AnywhereElse|product=PE-GPR|version=9.0.0|manual=Deployment|display text=Use machine learning to route interactions}}<br /> *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=GTR|display text=Route workitems to agents}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Recording, Quality Management and Speech Analytics<br /> |Links=*{{Link-Standalone|topic=PEC-REC/HIW}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Manage your workforce<br /> |Links=*{{Link-Standalone|topic=PEC-WFM/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Administrator}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Connect with customers later<br /> |Links=*{{Link-Standalone|topic=PEC-CAB/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=GES}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Integrate with third-party applications<br /> |Links=*{{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Administrator}}<br /> *{{Link-AnywhereElse|product=GAMD|version=Current|manual=Admin|display text=Gplus Adapter for Microsoft Dynamics 365 Administrator's Guide}}<br /> *{{Link-AnywhereElse|product=GASN|version=Current|manual=Admin|display text=Gplus Adapter for ServiceNow Administrator's Guide}}<br /> |Columns=No<br /> }}<br /> |Platform=GenesysEngage-cloud<br /> }}</div> Jerickso https://all.docs.genesys.com/index.php?title=PEC-Agent/trainagt&diff=67792 PEC-Agent/trainagt 2020-10-05T19:31:59Z <p>Jerickso: Published</p> <hr /> <div>{{Article<br /> |Standalone=Yes<br /> |DisplayName=Agent 101<br /> |TocName=Agent 101<br /> |Context=Just getting started with Genesys Engage cloud? Let's begin with what most agents 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.<br /> <br /> [[File:10blue.jpg|60px|Get started|link=#f10]] [[File:Thumbs_up_grn.jpg|60px|Most popular|link=#pop]] [[File:Hub-AgentDesk.png|60px|Agent Desktop|link=#ad]] [[File:Hub-WFM.png|60px|Workforce Management|link=#wfm]]<br /> |ComingSoon=No<br /> |Role=Agent<br /> |Application=Agent Desktop, Workforce Management<br /> |Section={{Section<br /> |sectionHeading=First 10<br /> |anchor=f10<br /> |alignment=Vertical<br /> |structuredtext=[[File:10blue.jpg|60px|]]<br /> <br /> Learn these ten tasks to get you up to speed.<br /> <br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADQuickStart|display text=Get started (log in, change status, handle a call)}} (+video)<br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Take calls}} (+video)<br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADintinter|display text=Ask for help from another team member}} (+video)<br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADResponses|display text=Use standard responses}} (+video)<br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADemail|display text=Deal with customer emails}} (+video)<br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADChat|display text=Chat with a customer}} (+video)<br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADOutbound|display text=Work on an outbound campaign}}<br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADFacebook|display text=Handle a Facebook interaction}} (+video)<br /> #{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=SchO|display text=Manage your schedule}}<br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcontacts|display text=Find your contacts}} (+video)<br /> |Status=No<br /> }}{{Section<br /> |sectionHeading=Most popular<br /> |anchor=pop<br /> |alignment=Vertical<br /> |structuredtext=[[File:Thumbs_up_grn.jpg|60px|]]<br /> <br /> Agents use these topics most often.<br /> <br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Take calls}} (+video)<br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADintinter|display text=Ask for help from another team member}} (+video)<br /> #{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=SchO|display text=Manage your schedule}}<br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADResponses|display text=Use standard responses}} (+video)<br /> #{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=TrdgO|display text=Trade shifts}}<br /> #{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=SBO|display text=Bid on schedules}}<br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADNav|display text=Tour Agent Desktop}} (+video)<br /> #{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcontacts|display text=Find your contacts}} (+video)<br /> |Status=No<br /> }}{{Section<br /> |sectionHeading=Learning by app<br /> |anchor=byapp<br /> |alignment=Vertical<br /> |structuredtext=Here's a more complete list of learning topics to get you started, organized by application.<br /> |Status=No<br /> }}{{Section<br /> |anchor=ad<br /> |alignment=Vertical<br /> |structuredtext====Agent Desktop===<br /> [[File:Hub-AgentDesk.png|60px|]]<br /> <br /> You do most of your work&amp;mdash;interacting with customers and communicating with fellow team members&amp;mdash;in the Agent Desktop application.<br /> <br /> *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADQuickStart|display text=Get started with Agent Desktop}} (+video)<br /> *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADNav|display text=Tour Agent Desktop}} (+video)<br /> *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Take calls}} (+video)<br /> *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADintinter|display text=Ask for help from another team member}} (+video)<br /> *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcontacts|display text=Find your contacts}} (+video)<br /> *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADResponses|display text=Use standard responses}} (+video)<br /> *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADemail|display text=Deal with customer emails}} (+video)<br /> *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADChat|display text=Chat with a customer}} (+video)<br /> *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADFacebook|display text=Handle a Facebook interaction}} (+video)<br /> *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADTwitter|display text=Respond to a Tweet}} (+video)<br /> *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADMyWorkbins|display text=Manage your workbins}} (+video)<br /> *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADOutbound|display text=Work on an outbound campaign}}<br /> *{{Link-Standalone|topic=PEC-VM/Users|display text=Retrieve your voicemail}}<br /> *{{Link-Standalone|topic=PEC-VM/Users|anchor=vmgreetings|display text=Manage your voicemail greetings}}<br /> |Status=No<br /> }}{{Section<br /> |anchor=wfm<br /> |alignment=Vertical<br /> |structuredtext====Workforce Management===<br /> [[File:Hub-WFM.png|60px|]]<br /> <br /> You manage your schedule, request days off, and trade shifts within the Workforce Management application.<br /> <br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=GtgSrtd|display text=Get started with Workforce Management}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=SchO|display text=Manage your schedule}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=TrdgO|display text=Trade shifts}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=TOO|display text=Request and track time off}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=SBO|display text=Bid on schedules}}<br /> |Status=No<br /> }}{{Section<br /> |alignment=Vertical<br /> |structuredtext===Contact us==<br /> If you have questions about any of the tasks, or would like to see additional tasks, send an email to [mailto:Techpubs.webadmin@genesys.com Technical Publications Administrator].<br /> |Status=No<br /> }}<br /> |urlname=trainagt<br /> |product=Draft:PEC-Agent<br /> }}</div> Jerickso https://all.docs.genesys.com/index.php?title=PEC-Admin/trainadm&diff=67791 PEC-Admin/trainadm 2020-10-05T19:30:41Z <p>Jerickso: Published</p> <hr /> <div>{{Article<br /> |Standalone=Yes<br /> |DisplayName=Administrator 101<br /> |TocName=Administrator 101<br /> |Context=Just getting started with Genesys Engage cloud? Let's begin with what most administrators 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.<br /> <br /> [[File:10blue.jpg|60px|Get started|link=#f10]] [[File:Thumbs_up_grn.jpg|60px|Most popular|link=#pop]] [[File:Hub-agtset.png|60px|Contact center administration|link=#agtset]] [[File:Hub-Designer.png|60px|Designer|link=#des]] [[File:Hub-outb.png|60px|Outbound|link=#out]] [[File:Hub-Recording.png|60px|Recording|link=#rec]] [[File:Hub-rtr.png|60px|Real-time reporting|link=#rtr]] [[File:Hub-histrep.png|60px|Historical reporting|link=#histrep]] [[File:Hub-WFM.png|60px|Workforce Management|link=#wfm]]<br /> |ComingSoon=No<br /> |Section={{Section<br /> |sectionHeading=First 10<br /> |anchor=f10<br /> |alignment=Vertical<br /> |structuredtext=[[File:10blue.jpg|60px|]]<br /> <br /> Learn these ten tasks to get you up to speed.<br /> <br /> #{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin|topic=Get_started}}<br /> #{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Getting_started}}<br /> #{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Agent_options_overview}}<br /> #{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agents}}<br /> #{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_skills}}<br /> #{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Voicemail|display text=Manage voicemail}}<br /> #{{Link-Standalone|topic=PEC-ROU/HIW}}<br /> #{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT|topic=RealTimeReporting|display text=Monitor contact center performance using real-time reporting}}<br /> #{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|topic=HRCXIGetStarted}}<br /> #{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=GVP|topic=GetStarted|display text=Monitor contact center performance}}<br /> |Status=No<br /> }}{{Section<br /> |sectionHeading=Most popular<br /> |anchor=pop<br /> |alignment=Vertical<br /> |structuredtext=[[File:Thumbs_up_grn.jpg|60px|]]<br /> <br /> Administrators use these topics most often:<br /> <br /> #{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agents|display text=Create agents, administrators, and supervisors}}<br /> #{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_skills|display text=Add skills}}<br /> #{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agent_groups|display text=Manage agent groups}}<br /> #{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Voicemail|display text=Manage voicemail}}<br /> #{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=BusinessObjectsBar|display text=Modify business controls}}<br /> #{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=MediaResources|display text=Manage media resources}}<br /> #{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|topic=HRCXIGetStarted}}<br /> #{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT|topic=RealTimeReporting|display text=Generate and use real-time reports}}<br /> #{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=ComplianceTab|display text=Configure compliance rules}}<br /> #{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=CampaignsTab|display text=Manage campaigns}}<br /> |Status=No<br /> }}{{Section<br /> |sectionHeading=Learning by app<br /> |anchor=byapp<br /> |alignment=Vertical<br /> |structuredtext=Here's a more complete list of learning topics to get you started, organized by application.<br /> |Status=No<br /> }}{{Section<br /> |anchor=agtset<br /> |alignment=Vertical<br /> |structuredtext====Agent Setup===<br /> [[File:Hub-agtset.png|60px|]]<br /> <br /> *{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Getting_started}}<br /> *{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Onboarding_scenario}}<br /> *{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=CC_options_overview}}<br /> |Status=No<br /> }}{{Section<br /> |anchor=des<br /> |alignment=Vertical<br /> |structuredtext====Designer===<br /> [[File:Hub-Designer.png|60px|]]<br /> <br /> *{{Link-Standalone|topic=PEC-ROU/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=GetStarted}}<br /> *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=Features|display text=Common Designer tasks}}<br /> |Status=No<br /> }}{{Section<br /> |anchor=out<br /> |alignment=Vertical<br /> |structuredtext====CX Contact (Outbound)===<br /> [[File:Hub-AgentDesk.png|60px|]]<br /> <br /> *{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=GetStarted}}<br /> *{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=Terminology|display text=Campaign structure and terminology}}<br /> *{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=CampaignsTab}}<br /> |Status=No<br /> }}{{Section<br /> |anchor=rec<br /> |alignment=Vertical<br /> |structuredtext====Recording===<br /> [[File:Hub-Recording.png|60px|]]<br /> <br /> *{{Link-Standalone|topic=PEC-REC/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-REC|version=Current|manual=Administrator|topic=GetStarted}}<br /> |Status=No<br /> }}{{Section<br /> |anchor=rtr<br /> |alignment=Vertical<br /> |structuredtext====Pulse (real-time reporting)===<br /> [[File:Hub-rtr.png|60px|]]<br /> <br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT|topic=RealTimeReporting}}<br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT|topic=RTRUserAccess}}<br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT|topic=RTRReports|display text=Popular reports}}<br /> |Status=No<br /> }}{{Section<br /> |anchor=histrep<br /> |alignment=Vertical<br /> |structuredtext====CX Insights (historical reporting)===<br /> [[File:Hub-histrep.png|60px|]]<br /> <br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|topic=GetStarted}}<br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|topic=HRCXIGetStarted}}<br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|topic=HRCXIReadReports}}<br /> |Status=No<br /> }}{{Section<br /> |anchor=wfm<br /> |alignment=Vertical<br /> |structuredtext====Workforce Management===<br /> [[File:Hub-WFM.png|60px|]]<br /> <br /> *{{Link-Standalone|topic=PEC-WFM/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Administrator|topic=GetStarted|display text=Get started with Workforce Management}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Administrator|topic=Scheduling}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Administrator|topic=Forecasting}}<br /> |Status=No<br /> }}{{Section<br /> |alignment=Vertical<br /> |structuredtext===Contact us==<br /> If you have questions about any of the tasks, or would like to see additional tasks, send an email to [mailto:Techpubs.webadmin@genesys.com Technical Publications Administrator].<br /> |Status=No<br /> }}<br /> |urlname=trainadm<br /> |product=Draft:PEC-Admin<br /> }}</div> Jerickso https://all.docs.genesys.com/index.php?title=PEC-Admin&diff=67123 PEC-Admin 2020-09-25T23:26:08Z <p>Jerickso: Published</p> <hr /> <div>{{MintyDocsProduct<br /> |displayname=Administrator<br /> |contentarea=Multicloud<br /> |landingpage=No<br /> |definition=As an administrator, you are the architect and overseer of the resources that run your contact center. You can create users, set up switches, voicemail, interaction routing, outbound calling campaigns and manage call recording. You can also monitor how your contact center performs using real-time and historical reporting and Workforce Management.<br /> |ComingSoon=No<br /> |MintyDocsProductLandingSections={{MintyDocsProductLandingSections<br /> |Type=Get Started<br /> |Title=Get started<br /> |Links=*{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin|topic=Get_started|display text=Get started with Genesys Engage cloud}}<br /> *{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin}}<br /> *{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin|topic=SSO|display text=Single sign-on}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysEngage-cloud<br /> |Type=Release Notes<br /> |Description=[https://docs.genesys.com/Documentation/PSAAS/Public/RN/Welcome Genesys Engage cloud Release Notes]<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Manage your contact center<br /> |Links=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|display text=Manage contact center and users}}<br /> *{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agents|display text=Create agents, administrators, and supervisors}}<br /> *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=GetStarted|display text=Manage interaction routing in Designer}}<br /> *{{Link-AnywhereElse|product=PEC-GS|standalone|display text=Deploy and configure Genesys Softphone}}<br /> *{{Link-AnywhereElse|product=CDDS|standalone|display text=Export and download contact center data}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Configure and view reports<br /> |Links=*{{Link-Standalone|topic=PEC-REP/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT}}<br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT}}<br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=GVP}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Set up outbound campaigns<br /> |Links=*{{Link-Standalone|topic=PEC-OU/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=GetStarted|display text=Get started with CX Contact}}<br /> *{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|display text=CX Contact Help}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Route interactions to agents<br /> |Links=*{{Link-Standalone|topic=PEC-ROU/HIW|display text=How routing works in Designer}}<br /> *{{Link-AnywhereElse|product=PE-GPR|version=9.0.0|manual=Deployment|display text=Use machine learning to route interactions}}<br /> *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=GTR|display text=Route workitems to agents}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Recording, Quality Management and Speech Analytics<br /> |Links=*{{Link-Standalone|topic=PEC-REC/HIW}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Manage your workforce<br /> |Links=*{{Link-Standalone|topic=PEC-WFM/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Administrator}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Connect with customers later<br /> |Links=*{{Link-Standalone|topic=PEC-CAB/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=GES}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Integrate with third-party applications<br /> |Links=*{{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Administrator}}<br /> *{{Link-AnywhereElse|product=GAMD|version=Current|manual=Admin|display text=Gplus Adapter for Microsoft Dynamics 365 Administrator's Guide}}<br /> *{{Link-AnywhereElse|product=GASN|version=Current|manual=Admin|display text=Gplus Adapter for ServiceNow Administrator's Guide}}<br /> |Columns=No<br /> }}<br /> |Platform=GenesysEngage-cloud<br /> }}</div> Jerickso https://all.docs.genesys.com/index.php?title=Draft:PEC-Admin&diff=67122 Draft:PEC-Admin 2020-09-25T23:25:19Z <p>Jerickso: </p> <hr /> <div>{{MintyDocsProduct<br /> |displayname=Administrator<br /> |contentarea=Multicloud<br /> |landingpage=No<br /> |definition=As an administrator, you are the architect and overseer of the resources that run your contact center. You can create users, set up switches, voicemail, interaction routing, outbound calling campaigns and manage call recording. You can also monitor how your contact center performs using real-time and historical reporting and Workforce Management.<br /> |ComingSoon=No<br /> |MintyDocsProductLandingSections={{MintyDocsProductLandingSections<br /> |Type=Get Started<br /> |Title=Get started<br /> |Links=*{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin|topic=Get_started|display text=Get started with Genesys Engage cloud}}<br /> *{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin}}<br /> *{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin|topic=SSO|display text=Single sign-on}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysEngage-cloud<br /> |Type=Release Notes<br /> |Description=[https://docs.genesys.com/Documentation/PSAAS/Public/RN/Welcome Genesys Engage cloud Release Notes]<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Manage your contact center<br /> |Links=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|display text=Manage contact center and users}}<br /> *{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agents|display text=Create agents, administrators, and supervisors}}<br /> *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=GetStarted|display text=Manage interaction routing in Designer}}<br /> *{{Link-AnywhereElse|product=PEC-GS|standalone|display text=Deploy and configure Genesys Softphone}}<br /> *{{Link-AnywhereElse|product=CDDS|standalone|display text=Export and download contact center data}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Configure and view reports<br /> |Links=*{{Link-Standalone|topic=PEC-REP/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT}}<br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT}}<br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=GVP}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Set up outbound campaigns<br /> |Links=*{{Link-Standalone|topic=PEC-OU/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=GetStarted|display text=Get started with CX Contact}}<br /> *{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|display text=CX Contact Help}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Route interactions to agents<br /> |Links=*{{Link-Standalone|topic=PEC-ROU/HIW|display text=How routing works in Designer}}<br /> *{{Link-AnywhereElse|product=PE-GPR|version=9.0.0|manual=Deployment|display text=Use machine learning to route interactions}}<br /> *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=GTR|display text=Route workitems to agents}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Recording, Quality Management and Speech Analytics<br /> |Links=*{{Link-Standalone|topic=PEC-REC/HIW}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Manage your workforce<br /> |Links=*{{Link-Standalone|topic=PEC-WFM/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Administrator}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Connect with customers later<br /> |Links=*{{Link-Standalone|topic=PEC-CAB/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=GES}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Integrate with third-party applications<br /> |Links=*{{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Administrator}}<br /> *{{Link-AnywhereElse|product=GAMD|version=Current|manual=Admin|display text=Gplus Adapter for Microsoft Dynamics 365 Administrator's Guide}}<br /> *{{Link-AnywhereElse|product=GASN|version=Current|manual=Admin|display text=Gplus Adapter for ServiceNow Administrator's Guide}}<br /> |Columns=No<br /> }}<br /> |Platform=GenesysEngage-cloud<br /> }}</div> Jerickso https://all.docs.genesys.com/index.php?title=Draft:PEC-Admin&diff=67121 Draft:PEC-Admin 2020-09-25T23:22:37Z <p>Jerickso: </p> <hr /> <div>{{MintyDocsProduct<br /> |displayname=Administrator<br /> |contentarea=Multicloud<br /> |landingpage=No<br /> |definition=As an administrator, you are the architect and overseer of the resources that run your contact center. You can create users, set up switches, voicemail, interaction routing, outbound calling campaigns and manage call recording. You can also monitor how your contact center performs using real-time and historical reporting and Workforce Management.<br /> |ComingSoon=No<br /> |MintyDocsProductLandingSections={{MintyDocsProductLandingSections<br /> |Type=Get Started<br /> |Title=Get started<br /> |Links=*{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin|topic=Get_started|display text=Get started with Genesys Engage cloud}}<br /> *{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin}}<br /> *{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin|topic=SSO|display text=Single sign-on}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysEngage-cloud<br /> |Type=Release Notes<br /> |Description=[https://docs.genesys.com/Documentation/PSAAS/Public/RN/Welcome Genesys Engage cloud Release Notes]<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Manage your contact center<br /> |Links=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|display text=Manage contact center and users}}<br /> *{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agents|display text=Create agents, administrators, and supervisors}}<br /> *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=GetStarted|display text=Manage call routing}}<br /> *{{Link-AnywhereElse|product=PEC-GS|standalone|display text=Deploy and configure Genesys Softphone}}<br /> *{{Link-AnywhereElse|product=CDDS|standalone|display text=Export and download contact center data}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Configure and view reports<br /> |Links=*{{Link-Standalone|topic=PEC-REP/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT}}<br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT}}<br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=GVP}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Set up outbound campaigns<br /> |Links=*{{Link-Standalone|topic=PEC-OU/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=GetStarted|display text=Get started with CX Contact}}<br /> *{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|display text=CX Contact Help}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Route interactions to agents<br /> |Links=*{{Link-Standalone|topic=PEC-ROU/HIW|display text=How routing works in Designer}}<br /> *{{Link-AnywhereElse|product=PE-GPR|version=9.0.0|manual=Deployment|display text=Use machine learning to route interactions}}<br /> *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=GTR|display text=Route workitems to agents}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Recording, Quality Management and Speech Analytics<br /> |Links=*{{Link-Standalone|topic=PEC-REC/HIW}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Manage your workforce<br /> |Links=*{{Link-Standalone|topic=PEC-WFM/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Administrator}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Connect with customers later<br /> |Links=*{{Link-Standalone|topic=PEC-CAB/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=GES}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Integrate with third-party applications<br /> |Links=*{{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Administrator}}<br /> *{{Link-AnywhereElse|product=GAMD|version=Current|manual=Admin|display text=Gplus Adapter for Microsoft Dynamics 365 Administrator's Guide}}<br /> *{{Link-AnywhereElse|product=GASN|version=Current|manual=Admin|display text=Gplus Adapter for ServiceNow Administrator's Guide}}<br /> |Columns=No<br /> }}<br /> |Platform=GenesysEngage-cloud<br /> }}</div> Jerickso https://all.docs.genesys.com/index.php?title=PEC-Admin&diff=66965 PEC-Admin 2020-09-25T01:30:49Z <p>Jerickso: Published</p> <hr /> <div>{{MintyDocsProduct<br /> |displayname=Administrator<br /> |contentarea=Multicloud<br /> |landingpage=No<br /> |definition=As an administrator, you are the architect and overseer of the resources that run your contact center. You can create users, set up switches, voicemail, interaction routing, outbound calling campaigns and manage call recording. You can also monitor how your contact center performs using real-time and historical reporting and Workforce Management.<br /> |ComingSoon=No<br /> |MintyDocsProductLandingSections={{MintyDocsProductLandingSections<br /> |Type=Get Started<br /> |Title=Get started<br /> |Links=*{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin|topic=Get_started|display text=Get started with Genesys Engage cloud}}<br /> *{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin}}<br /> *{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin|topic=SSO|display text=Single sign-on}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysEngage-cloud<br /> |Type=Release Notes<br /> |Description=[https://docs.genesys.com/Documentation/PSAAS/Public/RN/Welcome Genesys Engage cloud Release Notes]<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Manage your contact center<br /> |Links=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|display text=Manage contact center and users}}<br /> *{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agents|display text=Create agents, administrators, and supervisors}}<br /> *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=GetStarted|display text=Manage call routing}}<br /> *{{Link-AnywhereElse|product=PEC-GS|standalone|display text=Deploy and configure Genesys Softphone}}<br /> *{{Link-AnywhereElse|product=CDDS|standalone|display text=Export and download contact center data}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Configure and view reports<br /> |Links=*{{Link-Standalone|topic=PEC-REP/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT}}<br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT}}<br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=GVP}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Set up outbound campaigns<br /> |Links=*{{Link-Standalone|topic=PEC-OU/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=GetStarted|display text=Get started with CX Contact}}<br /> *{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|display text=CX Contact Help}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Route interactions to agents<br /> |Links=*{{Link-Standalone|topic=PEC-ROU/HIW}}<br /> *{{Link-AnywhereElse|product=PE-GPR|version=9.0.0|manual=Deployment|display text=Use machine learning to route interactions}}<br /> *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=GTR|display text=Route workitems to agents}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Recording, Quality Management and Speech Analytics<br /> |Links=*{{Link-Standalone|topic=PEC-REC/HIW}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Manage your workforce<br /> |Links=*{{Link-Standalone|topic=PEC-WFM/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Administrator}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Connect with customers later<br /> |Links=*{{Link-Standalone|topic=PEC-CAB/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=GES}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Integrate with third-party applications<br /> |Links=*{{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Administrator}}<br /> *{{Link-AnywhereElse|product=GAMD|version=Current|manual=Admin|display text=Gplus Adapter for Microsoft Dynamics 365 Administrator's Guide}}<br /> *{{Link-AnywhereElse|product=GASN|version=Current|manual=Admin|display text=Gplus Adapter for ServiceNow Administrator's Guide}}<br /> |Columns=No<br /> }}<br /> |Platform=GenesysEngage-cloud<br /> }}</div> Jerickso https://all.docs.genesys.com/index.php?title=Draft:PEC-Admin&diff=66964 Draft:PEC-Admin 2020-09-25T01:30:26Z <p>Jerickso: </p> <hr /> <div>{{MintyDocsProduct<br /> |displayname=Administrator<br /> |contentarea=Multicloud<br /> |landingpage=No<br /> |definition=As an administrator, you are the architect and overseer of the resources that run your contact center. You can create users, set up switches, voicemail, interaction routing, outbound calling campaigns and manage call recording. You can also monitor how your contact center performs using real-time and historical reporting and Workforce Management.<br /> |ComingSoon=No<br /> |MintyDocsProductLandingSections={{MintyDocsProductLandingSections<br /> |Type=Get Started<br /> |Title=Get started<br /> |Links=*{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin|topic=Get_started|display text=Get started with Genesys Engage cloud}}<br /> *{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin}}<br /> *{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin|topic=SSO|display text=Single sign-on}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysEngage-cloud<br /> |Type=Release Notes<br /> |Description=[https://docs.genesys.com/Documentation/PSAAS/Public/RN/Welcome Genesys Engage cloud Release Notes]<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Manage your contact center<br /> |Links=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|display text=Manage contact center and users}}<br /> *{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agents|display text=Create agents, administrators, and supervisors}}<br /> *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=GetStarted|display text=Manage call routing}}<br /> *{{Link-AnywhereElse|product=PEC-GS|standalone|display text=Deploy and configure Genesys Softphone}}<br /> *{{Link-AnywhereElse|product=CDDS|standalone|display text=Export and download contact center data}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Configure and view reports<br /> |Links=*{{Link-Standalone|topic=PEC-REP/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT}}<br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT}}<br /> *{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=GVP}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Set up outbound campaigns<br /> |Links=*{{Link-Standalone|topic=PEC-OU/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=GetStarted|display text=Get started with CX Contact}}<br /> *{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|display text=CX Contact Help}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Route interactions to agents<br /> |Links=*{{Link-Standalone|topic=PEC-ROU/HIW}}<br /> *{{Link-AnywhereElse|product=PE-GPR|version=9.0.0|manual=Deployment|display text=Use machine learning to route interactions}}<br /> *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=GTR|display text=Route workitems to agents}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Recording, Quality Management and Speech Analytics<br /> |Links=*{{Link-Standalone|topic=PEC-REC/HIW}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Manage your workforce<br /> |Links=*{{Link-Standalone|topic=PEC-WFM/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Administrator}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Connect with customers later<br /> |Links=*{{Link-Standalone|topic=PEC-CAB/HIW}}<br /> *{{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=GES}}<br /> }}{{MintyDocsProductLandingSections<br /> |Type=XYZ Documentation<br /> |Title=Integrate with third-party applications<br /> |Links=*{{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Administrator}}<br /> *{{Link-AnywhereElse|product=GAMD|version=Current|manual=Admin|display text=Gplus Adapter for Microsoft Dynamics 365 Administrator's Guide}}<br /> *{{Link-AnywhereElse|product=GASN|version=Current|manual=Admin|display text=Gplus Adapter for ServiceNow Administrator's Guide}}<br /> |Columns=No<br /> }}<br /> |Platform=GenesysEngage-cloud<br /> }}</div> Jerickso https://all.docs.genesys.com/index.php?title=PEC-Email/HIW&diff=65952 PEC-Email/HIW 2020-09-11T23:12:03Z <p>Jerickso: Published</p> <hr /> <div>{{HIW<br /> |DisplayName=How email works<br /> |TocName=Email<br /> |Context=Genesys email ensures that customers are provided a pleasant information narrative; agents receive the right emails for their skills and the best resources to respond to those emails.&lt;br /&gt;<br /> |UseCase=CE16<br /> |ComingSoon=No<br /> |Platform=GenesysEngage-cloud<br /> |Role=Administrator, Agent, Supervisor<br /> |Application=Agent Desktop, Agent Setup<br /> |featurename=email<br /> |ShortDescription=Genesys email enables:<br /> <br /> *Monitoring of inbound mailboxes<br /> *Automated responses to incoming emails<br /> *Routing of email to the best-fit agents based on content analysis<br /> *Supervisor review of outgoing emails<br /> |overviewtext=Genesys email includes:<br /> <br /> *Monitoring of inbound mailboxes<br /> *Automated responses to incoming emails<br /> *Routing of email to the best-fit agents based on content analysis<br /> *Supervisor review of outgoing emails<br /> |featureoverview=Email setup and handling uses various applications: <br /> <br /> *Provision mailboxes and agent features in Agent Setup<br /> *Set up your email routing in Designer<br /> *Create standard responses in eServices Manager<br /> *Send and respond to emails in Agent Desktop.&lt;br /&gt;<br /> |FeatureSection={{FeatureSection<br /> |featureheading=Mailboxes<br /> |relatedapps=Agent Setup<br /> |users=Administrators<br /> |anchor=box<br /> |description=Use Agent Setup to designate your incoming and outgoing mailboxes. You can also create email aliases that agents can choose as their From address.<br /> |relatedarticles={{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Email_addresses_and_mailboxes}}<br /> }}{{FeatureSection<br /> |featureheading=Routing<br /> |relatedapps=Designer<br /> |users=Administrators<br /> |anchor=route<br /> |description=Genesys provides a basic email routing strategy, enabling you to distribute email according to agent skills, agent group, priority, or other criteria. Use Designer to make changes and additions to that strategy.<br /> |relatedarticles={{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=SendEmail}}<br /> <br /> {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=AutomatedMessage|display text=Send an automated response}} <br /> <br /> {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=AutomatedMessage|display text=Set a From address}}<br /> }}{{FeatureSection<br /> |featureheading=Interactions<br /> |relatedapps=Agent Desktop, Agent Setup<br /> |users=Administrators, Agents, Supervisors<br /> |anchor=interactions<br /> |description=Agents use Agent Desktop to send new and reply emails to customers, adding standard responses as needed. Supervisors use Agent Desktop to review, edit, or return an outbound email to the agent for editing. Administrators use Agent Setup to determine what agents can and can't do, such as Reply All and Forward. Administrators can also set up standard responses that agents can use in drafting replies.<br /> |relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADemail|display text=Email for agents}}<br /> <br /> {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Supervisor|topic=ADsuper|anchor=HowdoImanagetheStateofmyagents.3F|display text=Email for supervisors}}<br /> <br /> {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Email_options}}<br /> <br /> {{Link-AnywhereElse|product=PEC-ES|version=Current|manual=Administrator|topic=categSR|display text=Creating standard responses}}<br /> <br /> {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADResponses|display text=Standard responses for agents}}<br /> }}<br /> |advanced=No<br /> }}</div> Jerickso https://all.docs.genesys.com/index.php?title=DC&diff=65875 DC 2020-09-10T19:55:03Z <p>Jerickso: Published</p> <hr /> <div>{{MintyDocsProduct<br /> |displayname=Digital Channels<br /> |previewers=optum_preview, DCPreview<br /> |contentarea=Multicloud<br /> |landingpage=No<br /> |definition=Digital Channels powers your customer interactions across chat and SMS. It provides a platform that enables you to grow sales, create more targeted marketing campaigns, and deliver exceptional customer service. The Digital Channels service processes, manages and archives customer and agent interactions across media.<br /> |ComingSoon=No<br /> |MintyDocsProductLandingSections={{MintyDocsProductLandingSections<br /> |Type=Install and Config<br /> |Description=Learn how to {{Link-AnywhereElse|product=DC|version=9.0.0|manual=Deployment|display text=deploy Digital Channels for Kubernetes}}.<br /> |Columns=No<br /> }}<br /> |workspace_id=DC<br /> }}</div> Jerickso https://all.docs.genesys.com/index.php?title=Draft:DC&diff=65874 Draft:DC 2020-09-10T19:54:38Z <p>Jerickso: </p> <hr /> <div>{{MintyDocsProduct<br /> |displayname=Digital Channels<br /> |previewers=optum_preview, DCPreview<br /> |contentarea=Multicloud<br /> |landingpage=No<br /> |definition=Digital Channels powers your customer interactions across chat and SMS. It provides a platform that enables you to grow sales, create more targeted marketing campaigns, and deliver exceptional customer service. The Digital Channels service processes, manages and archives customer and agent interactions across media.<br /> |ComingSoon=No<br /> |MintyDocsProductLandingSections={{MintyDocsProductLandingSections<br /> |Type=Install and Config<br /> |Description=Learn how to {{Link-AnywhereElse|product=DC|version=9.0.0|manual=Deployment|display text=deploy Digital Channels for Kubernetes}}.<br /> |Columns=No<br /> }}<br /> |workspace_id=DC<br /> }}</div> Jerickso https://all.docs.genesys.com/index.php?title=WID&diff=65873 WID 2020-09-10T19:52:46Z <p>Jerickso: Published</p> <hr /> <div>{{MintyDocsProduct<br /> |WithTabber=Yes<br /> |displayname=Widgets<br /> |editors=Ainfant, Prkumar, Rangamut, Edjamer, Rmahalin, Ssahulha, Ssanthan, Bfriend, Rsai<br /> |previewers=WIDPreview<br /> |contentarea=Shared<br /> |landingpage=No<br /> |definition=Genesys Widgets is a collection of lightweight and configurable web apps, optimized for mobile browsers, that can be embedded in your website to easily engage with customers and provide personalized experiences over digital channels, like chat.<br /> |Platforms=GenesysCloud, GenesysEngage-onpremises<br /> |ComingSoon=No<br /> |MintyDocsProductLandingSections={{MintyDocsProductLandingSections<br /> |Platform=GenesysEngage-cloud<br /> |Type=Get Started<br /> |Title=How it works<br /> |Links={{#mintydocs_link:|topic=WID/HIW|standalone}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysCloud<br /> |Type=Release Notes<br /> |Links=Coming soon...&lt;br /&gt;<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysCloud<br /> |Type=XYZ Documentation<br /> |Title=Web Chat Widget<br /> |Links=*[https://help.mypurecloud.com/articles/about-widgets-for-web-chat/ About widgets for web chat]<br /> *[https://help.mypurecloud.com/articles/widget-feature-comparison/ Widget feature comparison]<br /> <br /> *[https://help.mypurecloud.com/articles/create-a-widget-for-web-chat/ Create a widget for web chat (Version 2)]<br /> *[https://developer.mypurecloud.com/api/webchat/widget-version2.html Add a Version 2 web chat deployment]<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysEngage-cloud<br /> |Type=Release Notes<br /> |Links=[https://docs.genesys.com/Documentation/PSAAS/Public/RN/GW Genesys Engage Release Notes]<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysEngage-cloud<br /> |Type=XYZ Documentation<br /> |Title=Administrator resources<br /> |Links=*[[WID/Current/Developer/GWCDeployment|How to deploy widgets on your website]]<br /> *[[WID/Current/Developer/GWCSupportedBrowsers|Supported browsers]]<br /> *[[WID/Current/Developer/GWCCookies|Cookies]]<br /> *[[WID/Current/Developer/Accessibility|Accessibility]]<br /> *[[WID/Current/Developer/GWCInternat|Localization]]<br /> *[[WID/Current/Developer/GWCCustomize|Branding]]<br /> |Columns=Yes<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysEngage-cloud<br /> |Type=Developer Resources<br /> |Title=Developer resources<br /> |Links=[[WID/Current/SDK|API Reference]]<br /> <br /> *[[WID/Current/SDK/App-combined|App]]<br /> *[[WID/Current/SDK/Common|Common]]<br /> *[[WID/Current/SDK/Overlay-combined|Overlay]]<br /> *[[WID/Current/SDK/Toaster-combined|Toaster]]<br /> *[[WID/Current/SDK/WindowManager-combined|WindowManager]]<br /> *[[WID/Current/SDK/WebChatService-combined|WebChatService]]<br /> *[[WID/Current/SDK/CallUs-combined|CallUs]]<br /> *[[WID/Current/SDK/CallbackService-combined|CallbackService]]<br /> *[[WID/Current/SDK/Callback-combined|Callback]]<br /> *[[WID/Current/SDK/Calendar-combined|Calendar]]<br /> *[[WID/Current/SDK/StatsService-combined|StatsService]]<br /> *[[WID/Current/SDK/ChannelSelector-combined|ChannelSelector]]<br /> *[[WID/Current/SDK/Console-combined|Console]]<br /> *[[WID/Current/SDK/SideBar-combined|SideBar]]<br /> *[[WID/Current/SDK/WebChat-combined|WebChat]]<br /> *[[WID/Current/SDK/Engagement-combined|Engage]]<br /> <br /> [[WID/Current/SDK/GWCBusAPIOverview|Using CXBus]]<br /> <br /> [[WID/Current/SDK/GWCBusExtensions|Building Extensions]]<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysEngage-cloud<br /> |Type=Get Started<br /> |Links=[https://all.docs.genesys.com/Draft:WID/Current/Developer/GWCDeployment Genesys Widgets Deployment Guide]<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysCloud<br /> |Type=XYZ Documentation<br /> |Title=Administrator Resources<br /> |Links=*[[Draft:WID/Current/GCDeveloper/Accessibility|Accessibility]]<br /> *[[Draft:WID/Current/GCDeveloper/Branding|Branding]]<br /> *[[Draft:WID/Current/GCDeveloper/Cookies|Cookies]]<br /> *[[Draft:WID/Current/GCDeveloper/Localization|Localization]]<br /> *[[Draft:WID/Current/GCDeveloper/Supported browsers|Supported Browsers]]<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysCloud<br /> |Type=Developer Resources<br /> |Title=Developer resources<br /> |Links=API Reference<br /> <br /> *[[Draft:WID/Current/GCAPI/App|App]]<br /> *[[Draft:WID/Current/GCAPI/Common|Common]]<br /> *[[Draft:WID/Current/GCAPI/Overlay|Overlay]]<br /> *[[Draft:WID/Current/GCAPI/Toaster|Toaster]]<br /> *[[Draft:WID/Current/GCAPI/WindowManager|WindowManager]]<br /> *[[Draft:WID/Current/GCAPI/WebChatService|WebChatService]]<br /> *[[Draft:WID/Current/GCAPI/CallUs|CallUs]]<br /> *[[Draft:WID/Current/GCAPI/ChannelSelector|ChannelSelector]]<br /> *[[Draft:WID/Current/GCAPI/Console|Console]]<br /> *[[Draft:WID/Current/GCAPI/SideBar|SideBar]]<br /> *[[Draft:WID/Current/GCAPI/WebChat|WebChat]]<br /> *[[Draft:WID/Current/GCAPI/Engage|Engage]]<br /> <br /> [[Draft:WID/Current/GCAPI/Using CXBus|Using CXBus]]<br /> <br /> [[Draft:WID/Current/GCAPI/Building extensions|Building extensions]]<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysCloud, GenesysEngage-cloud<br /> |Type=FAQ<br /> |Title=Solution Best Practices<br /> |Links=[https://all.docs.genesys.com/Solution/ChatSolutions Altocloud with advanced chat routing]<br /> <br /> {{Link-Standalone|topic=ATC/GPEandWidgets|display text=Prepare widgets for Altocloud}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysEngage-cloud<br /> |Type=Get Started<br /> |Title=Widgets Features and Highlights<br /> |Description=Discover the features and highlights of Genesys Widgets.<br /> |Links=[[Draft:WID/GEC-webchat|WebChat Widget]]<br /> <br /> [[Draft:WID/GEC-callback|Callback Widget]]<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysEngage-cloud<br /> |Type=Additional Resources<br /> |Title=Videos<br /> |Links=[https://player.vimeo.com/video/441169402?title=0&amp;byline=0&amp;portrait=0 Getting started with the Genesys Webchat Widget]<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysEngage-cloud<br /> |Type=XYZ Documentation<br /> |Title=Genesys Engage on-premises<br /> |Links=[https://docs.genesys.com/Documentation/GWC Genesys Widgets on-premises documentation]<br /> |Columns=No<br /> }}<br /> }}</div> Jerickso https://all.docs.genesys.com/index.php?title=PEC-AD&diff=65864 PEC-AD 2020-09-10T17:50:41Z <p>Jerickso: Published</p> <hr /> <div>{{MintyDocsProduct<br /> |displayname=Agent Desktop<br /> |previewers=ADPreview<br /> |contentarea=Multicloud<br /> |landingpage=No<br /> |definition=Agent Desktop lets contact center agents communicate with customers and team members through phone calls and Genesys Digital channels.<br /> |ComingSoon=No<br /> |MintyDocsProductLandingSections={{MintyDocsProductLandingSections<br /> |Platform=GenesysEngage-cloud<br /> |Type=Get Started<br /> |Title=How it works<br /> |Links={{Link-Standalone|topic=PEC-AD/HIW}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysEngage-cloud<br /> |Type=Release Notes<br /> |Links=[https://docs.genesys.com/Documentation/PSAAS/Public/RN/AD Agent Desktop]<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysEngage-cloud<br /> |Type=Install and Config<br /> |Title=Administrator<br /> |Links={{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=CC_options_overview|display text=Agent Setup - Agent desktop settings}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysEngage-cloud<br /> |Type=Agent Features<br /> |Links={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Workspace Agent Desktop Help}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysEngage-cloud<br /> |Type=Supervisor Features<br /> |Links={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Supervisor|display text=Workspace Agent Desktop Supervisor Help}}<br /> |Columns=No<br /> }}<br /> |workspace_id=PEC-AD<br /> }}</div> Jerickso https://all.docs.genesys.com/index.php?title=Draft:PEC-AD&diff=65863 Draft:PEC-AD 2020-09-10T17:50:27Z <p>Jerickso: </p> <hr /> <div>{{MintyDocsProduct<br /> |displayname=Agent Desktop<br /> |previewers=ADPreview<br /> |contentarea=Multicloud<br /> |landingpage=No<br /> |definition=Agent Desktop lets contact center agents communicate with customers and team members through phone calls and Genesys Digital channels.<br /> |ComingSoon=No<br /> |MintyDocsProductLandingSections={{MintyDocsProductLandingSections<br /> |Platform=GenesysEngage-cloud<br /> |Type=Get Started<br /> |Title=How it works<br /> |Links={{Link-Standalone|topic=PEC-AD/HIW}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysEngage-cloud<br /> |Type=Release Notes<br /> |Links=[https://docs.genesys.com/Documentation/PSAAS/Public/RN/AD Agent Desktop]<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysEngage-cloud<br /> |Type=Install and Config<br /> |Title=Administrator<br /> |Links={{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=CC_options_overview|display text=Agent Setup - Agent desktop settings}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysEngage-cloud<br /> |Type=Agent Features<br /> |Links={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Workspace Agent Desktop Help}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Platform=GenesysEngage-cloud<br /> |Type=Supervisor Features<br /> |Links={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Supervisor|display text=Workspace Agent Desktop Supervisor Help}}<br /> |Columns=No<br /> }}<br /> |workspace_id=PEC-AD<br /> }}</div> Jerickso https://all.docs.genesys.com/index.php?title=Draft:ROU&diff=65792 Draft:ROU 2020-09-09T20:09:44Z <p>Jerickso: </p> <hr /> <div>{{MintyDocsProduct<br /> |displayname=Designer<br /> |previewers=optum_preview, gordon.bell@genesys.com, ROUPreview, Gayetri, ssaxena, ROUDepPreview<br /> |contentarea=Genesys Engage On-premises<br /> |landingpage=No<br /> |definition=Routing in Genesys Engage is an omnichannel solution that enables you to craft applications that handle voice, chat, email, workitem and social media interactions.<br /> |ComingSoon=No<br /> |MintyDocsProductLandingSections={{MintyDocsProductLandingSections<br /> |Type=Install and Config<br /> |Description=Learn how to {{Link-AnywhereElse|product=ROU|version=9.0.0|manual=Deployment|display text=deploy Designer for Kubernetes}}.<br /> |Columns=No<br /> }}<br /> |workspace_id=ROU<br /> }}</div> Jerickso https://all.docs.genesys.com/index.php?title=PEC-OU&diff=65475 PEC-OU 2020-09-02T21:32:48Z <p>Jerickso: Published</p> <hr /> <div>{{MintyDocsProduct<br /> |displayname=Outbound (CX Contact)<br /> |previewers=OUPreview<br /> |contentarea=Multicloud<br /> |landingpage=No<br /> |definition=Proactively engage with customers across multiple channels to manage expectations and keep them informed throughout their journeys.<br /> |ComingSoon=No<br /> |MintyDocsProductLandingSections={{MintyDocsProductLandingSections<br /> |Type=Get Started<br /> |Title=How it works<br /> |Description={{Link-Standalone|topic=PEC-OU/HIW}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=Release Notes<br /> |Links=*[https://docs.genesys.com/Documentation/PSAAS/latest/RN/CXC CX Contact RN]<br /> *[https://docs.genesys.com/Documentation/PSAAS/Public/RN/Outbound Outbound legacy RN]<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=Install and Config<br /> |Title=Administrator<br /> |Links=*{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=GetStarted}}<br /> *{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact}}<br /> *[https://docs.genesys.com/Documentation/PSAAS/latest/Administrator/Outbound Outbound legacy]<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=Agent Features<br /> |Title=Agent<br /> |Links={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADOutbound}}<br /> |Columns=No<br /> }}<br /> |workspace_id=PEC-OU<br /> }}</div> Jerickso https://all.docs.genesys.com/index.php?title=Draft:PEC-OU&diff=65474 Draft:PEC-OU 2020-09-02T21:32:34Z <p>Jerickso: </p> <hr /> <div>{{MintyDocsProduct<br /> |displayname=Outbound (CX Contact)<br /> |previewers=OUPreview<br /> |contentarea=Multicloud<br /> |landingpage=No<br /> |definition=Proactively engage with customers across multiple channels to manage expectations and keep them informed throughout their journeys.<br /> |ComingSoon=No<br /> |MintyDocsProductLandingSections={{MintyDocsProductLandingSections<br /> |Type=Get Started<br /> |Title=How it works<br /> |Description={{Link-Standalone|topic=PEC-OU/HIW}}<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=Release Notes<br /> |Links=*[https://docs.genesys.com/Documentation/PSAAS/latest/RN/CXC CX Contact RN]<br /> *[https://docs.genesys.com/Documentation/PSAAS/Public/RN/Outbound Outbound legacy RN]<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=Install and Config<br /> |Title=Administrator<br /> |Links=*{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=GetStarted}}<br /> *{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact}}<br /> *[https://docs.genesys.com/Documentation/PSAAS/latest/Administrator/Outbound Outbound legacy]<br /> |Columns=No<br /> }}{{MintyDocsProductLandingSections<br /> |Type=Agent Features<br /> |Title=Agent<br /> |Links={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADOutbound}}<br /> |Columns=No<br /> }}<br /> |workspace_id=PEC-OU<br /> }}</div> Jerickso https://all.docs.genesys.com/index.php?title=File:ActivityLog_Sept2020.png&diff=65282 File:ActivityLog Sept2020.png 2020-09-01T19:06:45Z <p>Jerickso: </p> <hr /> <div></div> Jerickso