PEC-AS/Current/ManageCC/Getting started - Revision history

Lakshmi.Krishnamurthy.IX: Published

2022-03-29T08:02:09Z

Published

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

2021-11-09T20:29:41Z

Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

Monique.gionet@genesys.com: Published

2021-03-11T19:31:23Z

Published

Monique.gionet@genesys.com: Published

2021-03-10T19:16:25Z

Published

Monique.gionet@genesys.com: Published

2021-03-10T19:12:00Z

Published

Monique.gionet@genesys.com: Published

2021-01-27T14:02:42Z

Published

Jerickso: Published

2020-08-11T00:39:35Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:32:16Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:44:57Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

2020-06-08T17:37:43Z

Published

New page

{{GetStarted
|DisplayName=Getting Started with Agent Setup
|Role=Administrator
|TocName=Getting Started with Agent Setup
|Platform=PureEngage
|ComingSoon=No
|Context=Learn how Agent Setup enables you to configure a fully-functioning contact center that aligns with your company’s goals and meets your customers’ needs.
|appname=Agent Setup
|overviewtext=Agent Setup is about controlling your contact center and its resources:

*The '''people''' who run and operate it – that’s the '''administrators''' who control the technical ins and outs, the '''managers''' who run the day-to-day operations and administrative aspects of a contact center, the '''supervisors''' who oversee agents, and the '''agents''' who communicate with customers.

*The '''systems and programs''' that make the day-to-day stuff possible – that’s the telephony, the software, the servers, the routing and dialing strategies, and so on.

*The '''features and capabilities''' we use to meet our business needs and requirements - those are things like Caller ID capabilities, voicemail, agent transfers and conferencing, and so on.
|requirements=You access the Agent Setup interface through one of the following supported web browsers:

*Microsoft Internet Explorer 11
*Google Chrome 54 or later
*Mozilla Firefox 45 or later
*Microsoft Edge
|logintype=Yes
|loginextra====Roles and access===
Before you log in to the application, you should know the difference between the distinctive roles in Agent Setup:

Start by determining who can do what in your contact center.

*The '''Agent Setup''' '''administrator''' is the person with full control over configuration of your contact center, your users, and your desktop applications. Administrators belong to both the '''Administrator''' access group and the '''Agent Setup Administrator''' access group. Generally, each of these access groups are prepended with your company name.
*The next person in line is the '''Agent Setup''' '''user'''. That’s the person with extensive capabilities but with restrictions when it comes to configuration and changes. Users belong to the '''Administrator''' access group.
*Finally, there's the '''supervisor'''. This person has very limited capabilities and is usually limited to read-only access.

To assign these roles to new or existing users, see {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agents}}.
===Logging in and out===
After you log into the Genesys Portal, the Agent Setup displays another login window and you must log in again.

Type your username, click '''Next''', type your password, and click '''Sign In'''.

When you have completed your administration tasks, click the menu in the upper-right corner, and select '''Log Out'''.
|abouttext=The Agent Setup application is divided into tabs, each containing a set of related tasks and options.
{{NoteFormat|On the various screens, you select the check boxes next to the options that you want to enable. Each check box has three states:

* [[File:OptionGreyedOut.jpg|link=]] The option is inactive. To activate the option, click the check box once. The option is then set to the default setting as specified in the description in the tool tip.
** [[File:OptionEnabled.jpg|link=]] A check mark indicates that the option is enabled. You can click to disable the option.
** [[File:OptionDisabled.jpg|link=]] No check mark indicates that the option is disabled. You can click to enable the option.|2}}
|UITab={{UITab
|uiheading=Contact Center Settings
|uialignment=Horizontal
|uiimage=
|uigif=No
|uivideo=
|uianchor=
|uitext=These are the options and tasks that, once enabled, are applied to the global contact center, meaning all agent groups and users within those groups. Some of these tasks and options, however, can be changed at the agent group or user level, or both. See {{Link-SomewhereInThisVersion|manual=ManageCC|topic=CC_options_overview}}.
|uifullwidth=No
|uitextwide=
}}{{UITab
|uiheading=Agent Groups
|uialignment=Horizontal
|uiimage=
|uigif=No
|uivideo=
|uianchor=
|uitext=These are the options and tasks specific to {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agent_groups|display text=agent groups}}. These are applied to the agent groups and the agents within those groups. Many of these tasks and options can be changed at the User level, however.
|uifullwidth=No
|uitextwide=
}}{{UITab
|uiheading=Users
|uialignment=Horizontal
|uiimage=
|uigif=No
|uivideo=
|uianchor=
|uitext=These are the options and tasks specific to individual users (agents, mainly). Key tasks include:

*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agents}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Export_agent_accounts}}
*Enable or disable agent settings (link to agent task summary page.
|uifullwidth=No
|uitextwide=
}}{{UITab
|uiheading=Transactions
|uialignment=Horizontal
|uiimage=
|uigif=No
|uivideo=
|uianchor=
|uitext=Go to this tab to handle business attribute overrides. See {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Transactions}}.
|uifullwidth=No
|uitextwide=
}}{{UITab
|uiheading=Data Tools
|uialignment=Horizontal
|uiimage=
|uigif=No
|uivideo=
|uianchor=
|uitext=This is where you'll go when you want to use {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Bulk_operations}} to import a file containing a group of agents or contacts.
|uifullwidth=No
|uitextwide=
}}{{UITab
|uiheading=Audit
|uialignment=Horizontal
|uiimage=
|uigif=No
|uivideo=
|uianchor=
|uitext=This is where you'll go to view and manage logs. See {{Link-SomewhereInThisVersion|manual=ManageCC|topic=View_audit_trail}}.
|uifullwidth=No
|uitextwide=
}}
|AppSection=
|loginimage=AgentSetup on Portal.png
}}

@@ Line 48: / Line 48: @@
 |uiimage=ContactCenterSettings_March2021.png
 |uigif=No
-|uitext=These are the options and tasks that, once enabled, are applied to the global contact center, meaning all agent groups and users within those groups. Some of these tasks and options, however, can be changed at the agent group or user level, or both. See {{Link-SomewhereInThisVersion|manual=ManageCC|topic=CC_options_overview}}.
+|uitext=(Click image to expand)
 }}{{UITab
 |uiheading=Agent Groups
@@ Line 54: / Line 56: @@
 |uiimage=AgentGroups_March2021.png
 |uigif=No
-|uitext=These are the options and tasks specific to {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agent_groups|display text=agent groups}}. These are applied to the agent groups and the agents within those groups. Many of these tasks and options can be changed at the User level, however.
+|uitext=(Click image to expand)
 }}{{UITab
 |uiheading=Users
@@ Line 60: / Line 64: @@
 |uiimage=Users_March2021.png
 |uigif=No
-|uitext=<span>These are the options and tasks specific to individual users (agents, mainly). Key tasks include:</span>
+|uitext=(Click image to expand)
 *<span>{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agents}}</span>
@@ Line 69: / Line 75: @@
 |uiimage=Transactions_March2021.png
 |uigif=No
-|uitext=<span>Go to this tab to handle business attribute overrides. See</span> {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Transactions}}.
+|uitext=(Click image to expand)
 }}{{UITab
 |uiheading=Data Tools
@@ Line 75: / Line 83: @@
 |uiimage=DataTools_March2021.png
 |uigif=No
-|uitext=<span>This is where you'll go when you want to use</span> {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Bulk_operations}} <span>to import a file containing a group of agents or contacts.</span>
+|uitext=(Click image to expand)
 }}{{UITab
 |uiheading=Audit
@@ Line 81: / Line 91: @@
 |uiimage=Audit_March2021.png
 |uigif=No
-|uitext=<span>This is where you'll go to view and manage logs. See</span> {{Link-SomewhereInThisVersion|manual=ManageCC|topic=View_audit_trail}}.
+|uitext=(Click image to expand)
 }}
 |loginimage=AgentSetup on Portal.png
 }}

@@ Line 6: / Line 6: @@
 |Context=Learn how Agent Setup enables you to configure a fully-functioning contact center that aligns with your company’s goals and meets your customers’ needs.
 |appname=Agent Setup
-|overviewtext=Agent Setup is about controlling your contact center and its resources:
+|overviewtext={{NoteFormat|Some features described here may not apply to your organization’s setup. If you need features that aren’t available to you, contact your administrator or Genesys representative.|}}Agent Setup is about controlling your contact center and its resources:
 *The '''people''' who run and operate it – that’s the '''administrators''' who control the technical ins and outs, the '''managers''' who run the day-to-day operations and administrative aspects of a contact center, the '''supervisors''' who oversee agents, and the '''agents''' who communicate with customers.
@@ Line 13: / Line 13: @@
 *The '''features and capabilities''' we use to meet our business needs and requirements - those are things like Caller ID capabilities, voicemail, agent transfers and conferencing, and so on.
 |requirements=You access the Agent Setup interface through one of its supported web browsers. See the '''Web browsers support''' section in {{Link-Standalone|topic=System/GenEngagecloudsysrqmt|display text=Genesys Multicloud CX system requirements}} for a list of all supported web browsers.
 |logintype=Yes
-|loginextra====Roles and access===
+|loginextra====Standby Agent Setup===
 Before you log in to the application, you should know the difference between the distinctive roles in Agent Setup:

@@ Line 31: / Line 31: @@
 To assign these roles to new or existing users, see {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agents}}.
 ===Logging in and out===
 After you log into the Genesys Portal, the Agent Setup displays another login window and you must log in again.

@@ Line 1: / Line 1: @@
 {{GetStarted
-|DisplayName=Getting Started with Agent Setup
+|DisplayName=Get started with Agent Setup
 |Role=Administrator
-|TocName=Getting Started with Agent Setup
+|TocName=Get started with Agent Setup
 |ComingSoon=No
 |Context=Learn how Agent Setup enables you to configure a fully-functioning contact center that aligns with your company’s goals and meets your customers’ needs.
@@ Line 46: / Line 45: @@
 |uiheading=Contact Center Settings
 |uialignment=Horizontal
 |uigif=No
 |uitext=These are the options and tasks that, once enabled, are applied to the global contact center, meaning all agent groups and users within those groups. Some of these tasks and options, however, can be changed at the agent group or user level, or both. See {{Link-SomewhereInThisVersion|manual=ManageCC|topic=CC_options_overview}}.
 |uifullwidth=No
 }}{{UITab
 |uiheading=Agent Groups
 |uialignment=Horizontal
 |uigif=No
 |uitext=These are the options and tasks specific to {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agent_groups|display text=agent groups}}. These are applied to the agent groups and the agents within those groups. Many of these tasks and options can be changed at the User level, however.
 |uifullwidth=No
 }}{{UITab
 |uiheading=Users
 |uialignment=Horizontal
 |uigif=No
 |uitext=<span>These are the options and tasks specific to individual users (agents, mainly). Key tasks include:</span>
@@ Line 76: / Line 64: @@
 *<span>Enable or disable agent settings (link to agent task summary page.</span>
 |uifullwidth=No
 }}{{UITab
 |uiheading=Transactions
 |uialignment=Horizontal
 |uigif=No
 |uitext=<span>Go to this tab to handle business attribute overrides. See</span> {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Transactions}}.
 |uifullwidth=No
 }}{{UITab
 |uiheading=Data Tools
 |uialignment=Horizontal
 |uigif=No
 |uitext=<span>This is where you'll go when you want to use</span> {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Bulk_operations}} <span>to import a file containing a group of agents or contacts.</span>
 |uifullwidth=No
 }}{{UITab
 |uiheading=Audit
 |uialignment=Horizontal
 |uigif=No
 |uitext=<span>This is where you'll go to view and manage logs. See</span> {{Link-SomewhereInThisVersion|manual=ManageCC|topic=View_audit_trail}}.
 |uifullwidth=No
 }}
 |loginimage=AgentSetup on Portal.png
 }}

PEC-AS/Current/ManageCC/Getting started - Revision history

Lakshmi.Krishnamurthy.IX: Published

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

Monique.gionet@genesys.com: Published

Monique.gionet@genesys.com: Published

Monique.gionet@genesys.com: Published

Monique.gionet@genesys.com: Published

Jerickso: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"