PEC-Admin/Current/Admin/Get started - Revision history

WikiSysop at 19:18, July 28, 2022

2022-07-28T19:18:58Z

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

2021-11-09T20:28:55Z

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

Joe.mcmonagle@genesys.com: Published

2021-02-19T19:07:41Z

Published

Jeffrey.erickson@genesys.com: Published

2021-01-11T19:48:52Z

Published

Jerickso: Published

2020-08-10T23:16:54Z

Published

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

2020-07-25T02:30:54Z

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

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

2020-07-15T11:45:13Z

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

Jerickso: Published

2020-06-10T02:28:27Z

Published

Jerickso: Published

2020-06-10T02:27:10Z

Published

Bgrenon: Published

2020-06-08T12:43:50Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Get started with Genesys Engage
|TocName=Get started with Genesys Engage
|Context=Find out how to set up and test your contact center.
|Dimension=
|UseCase=CE01
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=Agent Setup, Platform Administration, Designer
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=Your contact center comes pre-configured with the functions and settings needed to distribute inbound calls and perform other tasks. After reviewing system requirements, you can add resources, adjust settings, and modify routing behavior as needed. Then try out your environment by staging calls and viewing reports.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=View requirements
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=Before you begin working with your environment, review system and other requirements:

*{{Link-SomewhereInThisVersion|manual=Admin|topic=Requirements}}
*{{Link-SomewhereInThisVersion|manual=Admin|topic=Applications}}
*{{Link-SomewhereInThisVersion|manual=Admin|topic=SSO}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Add resources
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=Using {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|display text=Agent Setup}} and {{Link-AnywhereElse|product=PEC-PA|version=Current|manual=Administrator|topic=GetStarted|display text=Platform Administration}}, you can add resources as you need them.

*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agents|display text=Agents, administrators, and supervisors}}
*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_skills|display text=Skills}}
*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agent_groups|display text=Agent groups}}
*{{Link-AnywhereElse|product=PEC-PA|version=Current|manual=Administrator|topic=DN}}
*{{Link-AnywhereElse|product=PEC-PA|version=Current|manual=Administrator|topic=VQs}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Adjust your routing strategies and resources
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=Use {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=GetStarted|display text=Designer}} to adjust your routing strategies and resources, including:

*{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=BusinessObjectsBar|display text=Business controls}}
*{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=MediaResources|display text=Media files and collections}}
*{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=DigitalResourcesBar|display text=Digital messaging resources}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Try out your environment
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=To try out your environment:

#From your Portal, {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADQuickStart|display text=log in to Agent Desktop}} with an agent account (you can {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agents|display text=create one in Agent Setup}}). Make sure the agent has been assigned the Skills to be targeted by your routing application. Also, make sure the agent is in possession of a phone set (corporate SIP Phone or PSTN phone, or even a personal cell phone) and that the phone number associated with this set is configured as this agent’s extension.
#Make this agent ready in Agent Desktop for Voice (this is a default state).
#Call the number associated with the test application (provided by Genesys), and navigate to the IVR Menu option intended to initiate routing to a skill target possessed by your agent.
#Your agent phone will ring.
#Accept the call on your phone set.
#*Click '''Accept''' in the pop-up window if you are using a SIP Phone.
#*Answer the call through your device if you are using a PSTN phone or a personal cell phone.
#Use the navigation buttons to put the call on hold, retrieve the call, transfer the call to another phone number, or simply terminate the call.
#You can also initiate an outbound call by entering the phone number in the phone input field.
#Once the call is complete, the call statistics are updated on the Dashboard.
#To check {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT|topic=RealTimeReporting|display text=real-time reports}}, log into Pulse by clicking Real-Time Reporting in Portal.
#To check {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|topic=HRCXIReadReports|display text=historical reports}}, log into CX Insights by clicking Historical Reporting in Portal.
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=No
-|DisplayName=Get started with Genesys Engage cloud
+|DisplayName=Get started with Genesys Multicloud CX
-|TocName=Get started with Genesys Engage cloud
+|TocName=Get started with Genesys Multicloud CX
 |Context=Find out how to set up and test your contact center.
 |UseCase=CE01

@@ Line 6: / Line 6: @@
 |UseCase=CE01
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Agent Setup, Designer, Platform Administration

@@ Line 48: / Line 48: @@
 |structuredtext=To try out your environment:
-#From your Portal, {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADQuickStart|display text=log in to Agent Desktop}} with an agent account (you can {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agents|display text=create one in Agent Setup}}). Make sure the agent has been assigned the Skills to be targeted by your routing application. Also, make sure the agent is in possession of a phone set (corporate SIP Phone or PSTN phone, or even a personal cell phone) and that the phone number associated with this set is configured as this agent’s extension.
+#From your Portal, {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADQuickStart|display text=log in to Agent Workspace}} with an agent account (you can {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agents|display text=create one in Agent Setup}}). Make sure the agent has been assigned the Skills to be targeted by your routing application. Also, make sure the agent is in possession of a phone set (corporate SIP Phone or PSTN phone, or even a personal cell phone) and that the phone number associated with this set is configured as this agent’s extension.
-#Make this agent ready in Agent Desktop for Voice (this is a default state).
+#Make this agent ready in Agent Workspace for Voice (this is a default state).
 #Call the number associated with the test application (provided by Genesys), and navigate to the IVR Menu option intended to initiate routing to a skill target possessed by your agent.
 #Your agent phone will ring.

@@ Line 18: / Line 18: @@
 |structuredtext=Before you begin working with your environment, review system and other requirements:
-*{{Link-SomewhereInThisVersion|manual=Admin|topic=Requirements}}
+*{{Link-Standalone|topic=System/GenEngagecloudsysrqmt}}
 *{{Link-SomewhereInThisVersion|manual=Admin|topic=Applications}}
 *{{Link-SomewhereInThisVersion|manual=Admin|topic=Applications|anchor=pwd|display text=Password rules}}

@@ Line 20: / Line 20: @@
 *{{Link-SomewhereInThisVersion|manual=Admin|topic=Requirements}}
 *{{Link-SomewhereInThisVersion|manual=Admin|topic=Applications}}
 *{{Link-SomewhereInThisVersion|manual=Admin|topic=SSO}}
 |Status=No

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=No
-|DisplayName=Get started with Genesys Engage
+|DisplayName=Get started with Genesys Engage cloud
-|TocName=Get started with Genesys Engage
+|TocName=Get started with Genesys Engage cloud
 |Context=Find out how to set up and test your contact center.
 |UseCase=CE01
@@ Line 9: / Line 9: @@
 |Role=Administrator
 |Application=Agent Setup, Designer, Platform Administration
 |Section={{Section
 |alignment=Vertical
 |structuredtext=Your contact center comes pre-configured with the functions and settings needed to distribute inbound calls and perform other tasks. After reviewing system requirements, you can add resources, adjust settings, and modify routing behavior as needed. Then try out your environment by staging calls and viewing reports.
 |Status=No
 }}{{Section
 |sectionHeading=View requirements
 |alignment=Vertical
 |structuredtext=Before you begin working with your environment, review system and other requirements:
@@ Line 31: / Line 21: @@
 *{{Link-SomewhereInThisVersion|manual=Admin|topic=Applications}}
 *{{Link-SomewhereInThisVersion|manual=Admin|topic=SSO}}
 |Status=No
 }}{{Section
 |sectionHeading=Add resources
 |alignment=Vertical
 |structuredtext=Using {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|display text=Agent Setup}}, you can add resources as you need them.
@@ Line 47: / Line 32: @@
 *{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=DNs}}
 *{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=VQs}}
 |Status=No
 }}{{Section
 |sectionHeading=Adjust your routing strategies and resources
 |alignment=Vertical
 |structuredtext=Use {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=GetStarted|display text=Designer}} to adjust your routing strategies and resources, including:
@@ Line 61: / Line 41: @@
 *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=MediaResources|display text=Media files and collections}}
 *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=DigitalResourcesBar|display text=Digital messaging resources}}
 |Status=No
 }}{{Section
 |sectionHeading=Try out your environment
 |alignment=Vertical
 |structuredtext=To try out your environment:
@@ Line 84: / Line 59: @@
 #To check {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT|topic=RealTimeReporting|display text=real-time reports}}, log into Pulse by clicking Real-Time Reporting in Portal.
 #To check {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|topic=HRCXIReadReports|display text=historical reports}}, log into CX Insights by clicking Historical Reporting in Portal.
 |Status=No
 }}
 }}

@@ Line 40: / Line 40: @@
 |Media=
 |image=
-|structuredtext=Using {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|display text=Agent Setup}} and {{Link-AnywhereElse|product=PEC-PA|version=Current|manual=Administrator|topic=GetStarted|display text=Platform Administration}}, you can add resources as you need them.
+|structuredtext=Using {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|display text=Agent Setup}}, you can add resources as you need them.
 *{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agents|display text=Agents, administrators, and supervisors}}

@@ Line 4: / Line 4: @@
 |TocName=Get started with Genesys Engage
 |Context=Find out how to set up and test your contact center.
 |UseCase=CE01
 |ComingSoon=No
 |Platform=PureEngage
 |Role=Administrator
-|Application=Agent Setup, Platform Administration, Designer
+|Application=Agent Setup, Designer, Platform Administration
 |Prereq=
 |Section={{Section
@@ Line 46: / Line 45: @@
 *{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_skills|display text=Skills}}
 *{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agent_groups|display text=Agent groups}}
-*{{Link-AnywhereElse|product=PEC-PA|version=Current|manual=Administrator|topic=DN}}
+*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=DNs}}
-*{{Link-AnywhereElse|product=PEC-PA|version=Current|manual=Administrator|topic=VQs}}
+*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=VQs}}
 |structuredtextwide=
 |FAQHeading=

PEC-Admin/Current/Admin/Get started - Revision history

WikiSysop at 19:18, July 28, 2022

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

Joe.mcmonagle@genesys.com: Published

Jeffrey.erickson@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

Jerickso: Published

Bgrenon: Published

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

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