PEC-Agent/GetStarted - Revision history

WikiSysop at 19:19, July 28, 2022

2022-07-28T19:19:07Z

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

2021-11-09T21:10:59Z

Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

Matthew.west@genesys.com: Published

2021-09-08T14:46:03Z

Published

Mwest: Published

2020-09-17T14:13:23Z

Published

WikiSysop: Text replacement - "PureEngage" to "Genesys Engage"

2020-07-15T12:03:39Z

Text replacement - "PureEngage" to "Genesys Engage"

Bgrenon: Published

2020-06-08T12:38:28Z

Published

New page

{{Article
|Standalone=Yes
|DisplayName=Get started
|TocName=
|Context=Learn how to get started as an agent in PureEngage.
|ComingSoon=No
|Role=Agent
|Application=IVR Administration
|Prereq=
|Section={{Section
|sectionHeading=What is the role of an Agent?
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=An agent is the front line of the contact center. They communicate with customers and fellow team members through various channels, such as voice calls, chat, and email. As an agent, you can be assigned to specific channels, consult with team members, and assist customers by providing standard responses to their questions.

Ready? See {{Link-Standalone|topic=PEC-Agent/GetStarted|anchor=access|display text=What else does an agent need to know to get started?}} to learn how to open your desktop and work schedule applications.

Looking for answers to specific questions? Try these topics:

*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcustinter}}
*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADintinter}}
*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADchannels|display text=Channels}}
*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=MySchDtls|display text=Schedule details}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=What else does an agent need to know to get started?
|anchor=access
|alignment=Horizontal
|Media=Image
|image=GenesysPortal.png
|structuredtext=Use your browser to access the Genesys Portal landing page (your Administrator or Supervisor will provide the link).

All of your company's Genesys applications can be found on the '''All Apps''' screen. These applications are also divided into categories, which you can select by clicking the corresponding category links at the top right of the Portal.

The out-of-the-box categories are:

'''User''' – User applications can be used by contact-center agents and supervisors, such as Agent Desktop, Workforce Management, and Reporting.

'''Administration''' – Administration applications can be used by contact-center administrators and supervisors to configure users and applications based on their roles.

'''Support''' – Support applications are used by authorized contact-center administrators to submit requests with Genesys Customer Care, and to view the status and schedule of service for Genesys applications.

'''Documentation''' and '''eLearning''' are accessed via the Help ([[File:Active_Circle_Question.png|16px|link=]]) menu, located in the top-right corner of Genesys Portal.
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 15: / Line 15: @@
 Looking for answers to specific questions? Try these topics:
-*Agent Desktop Help: {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADQuickStart}}
+*Agent Workspace Help: {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADQuickStart}}
 *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVideos}}
 *[https://all.docs.genesys.com/index.php?title=PEC-Agent/Login&contextProduct=PEC-AD&contextVersion=Current&contextManual=Agent Logging in]
@@ Line 31: / Line 31: @@
 |structuredtext=Use your browser to access the Genesys Portal landing page (your administrator or supervisor can provide the link).
-You can find all of your company's Genesys applications in the '''All Apps''' tab. Apps for agents and supervisors, such as Agent Desktop, Workforce Management, and Reporting, appear under '''Users'''.
+You can find all of your company's Genesys applications in the '''All Apps''' tab. Apps for agents and supervisors, such as Agent Workspace, Workforce Management, and Reporting, appear under '''Users'''.
 View '''Documentation''' and '''eLearning''' from the Help ([[File:Active_Circle_Question.png|16px|link=]]) menu, located in the upper right corner of Genesys Portal.

@@ Line 2: / Line 2: @@
 |Standalone=Yes
 |DisplayName=Get started
-|Context=Learn how to get started as an agent in Genesys Engage.
+|Context=Learn how to get started as an agent in Genesys Multicloud CX.
 |ComingSoon=No
 |Role=Agent

@@ Line 7: / Line 7: @@
 |Application=IVR Administration
 |Section={{Section
-|sectionHeading=What is the role of an Agent?
+|sectionHeading=What is the role of an agent?
 |alignment=Vertical
-|structuredtext=An agent is the front line of the contact center. They communicate with customers and fellow team members through various channels, such as voice calls, chat, and email. As an agent, you can be assigned to specific channels, consult with team members, and assist customers by providing standard responses to their questions.
+|structuredtext=An agent is the front line of the contact center. They communicate with customers and fellow team members through various channels, such as voice calls, chat, and email. As an agent, you can handle specific channels, consult with team members, and assist customers by providing standard responses to their questions.
-Ready? See {{Link-Standalone|topic=PEC-Agent/GetStarted|anchor=access|display text=What else does an agent need to know to get started?}} to learn how to open your desktop and work schedule applications.
+Ready? See {{Link-Standalone|topic=PEC-Agent/GetStarted|anchor=access|display text=How do I get started?}} to learn how to open your desktop and work schedule applications.
 Looking for answers to specific questions? Try these topics:
 *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcustinter|display text=Contact and interaction history}}
 *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADintinter|display text=Contacting other in your organization}}
@@ Line 21: / Line 24: @@
 |Status=No
 }}{{Section
-|sectionHeading=What else does an agent need to know to get started?
+|sectionHeading=How do I get started?
 |anchor=access
 |alignment=Horizontal
 |Media=Image
 |image=PureEngageCloudAgentPortal900.png
-|structuredtext=Use your browser to access the Genesys Portal landing page (your Administrator or Supervisor will provide the link).
+|structuredtext=Use your browser to access the Genesys Portal landing page (your administrator or supervisor can provide the link).
-All of your company's Genesys applications can be found on the '''All Apps''' screen. These applications are also divided into categories, which you can select by clicking the corresponding category links at the top right of the Portal.
+You can find all of your company's Genesys applications in the '''All Apps''' tab. Apps for agents and supervisors, such as Agent Desktop, Workforce Management, and Reporting, appear under '''Users'''.
-The out-of-the-box categories are:
+View '''Documentation''' and '''eLearning''' from the Help ([[File:Active_Circle_Question.png|16px|link=]]) menu, located in the upper right corner of Genesys Portal.
 |Status=No
 }}
 }}