Difference between revisions of "Draft:PEC-Admin"

Latest revision as of 19:32, July 28, 2022

This is a draft page; the published version of this page can be found at PEC-Admin.

Click on any of the following to see the documentation for that version:

Get started

Release Notes

Genesys Multicloud CX Release Notes

Manage your contact center

Configure and view reports

Set up outbound campaigns

Route interactions to agents

Recording, Quality Management and Speech Analytics

How Recording, Quality Management and Speech Analytics works

Manage your workforce

Connect with customers later

Integrate with third-party applications

Set up and use intelligent Workload Distribution

Understand how iWD works. Provision and configure it. Search for, display, manage, update and monitor workitems.

@@ Line 1: / Line 1: @@
 {{MintyDocsProduct
 |displayname=Administrator
-|contentarea=PureEngage Cloud
+|contentarea=Genesys Multicloud CX
 |landingpage=No
 |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.
-|Platforms=PureEngage, PureConnect
 |ComingSoon=No
 |MintyDocsProductLandingSections={{MintyDocsProductLandingSections
 |Type=Get Started
 |Title=Get started
-|Links=*{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin|topic=Get_started|display text=Get started with PureEngage}}
+|Links=*{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin|topic=Get_started|display text=Get started with Genesys Multicloud CX}}
-*{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin|topic=Popular_tasks|display text=Popular tasks}}
+*{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin}}
 *{{Link-AnywhereElse|product=PEC-Admin|version=Current|manual=Admin|topic=SSO|display text=Single sign-on}}
+*{{Link-Standalone|topic=PEC-Admin/trainadm}}
+|Columns=No
+}}{{MintyDocsProductLandingSections
+|Platform=GenesysEngage-cloud
+|Type=Release Notes
+|Description={{Link-AnywhereElse|product=ReleaseNotes|version=Current|manual=GenesysEngage-cloud|display text=Genesys Multicloud CX Release Notes}}
+|Columns=No
 }}{{MintyDocsProductLandingSections
 |Type=XYZ Documentation
 |Title=Manage your contact center
-|Links=*[[Draft:PEC-AS|Manage contact center and users]]
+|Links=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|display text=Manage contact center and users}}
-*[[Draft:PEC-PA|Create administrators]]
+*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agents|display text=Create agents, administrators, and supervisors}}
-*[[Draft:PEC-IVR|Manage inbound voice IVR]]
+*{{Link-Standalone|topic=PEC-AD/ADAccessibility|display text=Manage accessibility for Agent Workspace}}
-*[[Draft:PEC-GS|Deploy and configure Genesys Softphone]]
+*{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=GetStarted|display text=Manage interaction routing in Designer}}
-*[[Draft:PEC-DD|Export and download contact center data]]
+*{{Link-AnywhereElse|product=PEC-GS|standalone|display text=Deploy and configure Genesys Softphone or in-browser WebRTC}}
+*{{Link-AnywhereElse|product=PEC-CDDS|standalone|display text=Export and download contact center data}}
+*{{Link-AnywhereElse|product=PEC-DC|standalone|display text=Set up Digital Channels}}
+|Columns=No
 }}{{MintyDocsProductLandingSections
 |Type=XYZ Documentation
 |Title=Configure and view reports
-|Links=*[[HIW|How reporting works]]
+|Links=*{{Link-Standalone|topic=PEC-REP/HIW}}
-*[[Draft:Reporting|Historical reporting with CX Insights]]
+*{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT}}
-*[[Draft:Reporting|Historical reporting with Interactive Insights]]
+*{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT}}
-*[[Draft:Reporting|Real-time reporting with Pulse]]
+*{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=GVP}}
-*[[Draft:Reporting|GVP reporting]]
+*{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=Administrator|display text=Manage reporting environments}}
 }}{{MintyDocsProductLandingSections
 |Type=XYZ Documentation
 |Title=Set up outbound campaigns
-|Links=*[[HIW|How outbound works]]
+|Links=*{{Link-Standalone|topic=PEC-OU/HIW}}
-*[[Draft:PEC-OUT|Manage outbound campaigns with CX Contact]]
+*{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|topic=GetStarted|display text=Get started with CX Contact}}
+*{{Link-AnywhereElse|product=PEC-OU|version=Current|manual=CXContact|display text=CX Contact Help}}
+|Columns=No
 }}{{MintyDocsProductLandingSections
 |Type=XYZ Documentation
 |Title=Route interactions to agents
-|Links=*[[HIW|How routing works]]
+|Links=*{{Link-Standalone|topic=PEC-ROU/HIW|display text=How routing works in Designer}}
-*[[Draft:PEC-RT|Route interactions to agents]]
+*{{Link-AnywhereElse|product=PE-GPR|version=9.0.0|manual=Deployment|display text=Use machine learning to route interactions}}
-*[[Draft:PEC-RT|Use machine learning to route interactions]]
+*{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=GTR|display text=Route workitems to agents}}
-*[[Draft:PEC-RT|Route workitems to agents]]
 }}{{MintyDocsProductLandingSections
 |Type=XYZ Documentation
 |Title=Recording, Quality Management and Speech Analytics
-|Links=*[[Draft:PEC-REC/HIW|How Recording, Quality Management and Speech Analytics works]]
+|Links=*{{Link-Standalone|topic=PEC-REC/HIW}}
-*[[Draft:PEC-REC/Current/User|Recording, Quality Management, and Speech Analytics User's Guide]]
-*[[Draft:PEC-REC/Current/Administrator|Recording Administrator's Guide]]
 }}{{MintyDocsProductLandingSections
 |Type=XYZ Documentation
 |Title=Manage your workforce
-|Links=*[[HIW|How Workforce Management works]]
+|Links=*{{Link-Standalone|topic=PEC-WFM/HIW}}
-*[[DRAFT:PEC-WFM|Manage agents, schedules, forecasts and contact center performance]]
+*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Administrator}}
 }}{{MintyDocsProductLandingSections
 |Type=XYZ Documentation
 |Title=Connect with customers later
-|Links=*[[HIW|How Callback works]]
+|Links=*{{Link-Standalone|topic=PEC-CAB/HIW}}
-*[[Set|Set up Callbacks]]
+*{{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=GES}}
-*[[Use|Use Callback tools]]
+}}{{MintyDocsProductLandingSections
+|Type=XYZ Documentation
+|Title=Integrate with third-party applications
+|Links=*{{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Administrator}}
+*{{Link-AnywhereElse|product=GAMD|version=Current|manual=Admin|display text=Gplus Adapter for Microsoft Dynamics 365 Administrator's Guide}}
+*{{Link-AnywhereElse|product=GASN|version=Current|manual=Admin|display text=Gplus Adapter for ServiceNow Administrator's Guide}}
+|Columns=No
 }}{{MintyDocsProductLandingSections
 |Type=XYZ Documentation
-|Title=Integrate with Salesforce
+|Title=Set up and use intelligent Workload Distribution
-|Links=*[[HIW|How Salesforce integrations work]]
+|Description=Understand how iWD works. Provision and configure it. Search for, display, manage, update and monitor workitems.
-*[[Draft:PEC-SF|Gplus Adapter for Salesforce]]
+|Links=*[[PEC-IWD/Current/Administrator/IWD|How IWD works]]
-*[[Draft:PEC-SF|Salesforce Console in Agent Desktop]]
+*[[PEC-IWD/Current/Administrator/IWDSetup|Set up IWD]]
-*[[Draft:PEC-SF|Salesforce Lightning Experience]]
+*[[PEC-IWD/Current/Administrator/IWDSettings|Configure IWD]]
+*[[PEC-IWD/Current/Administrator/IWDGTL|Search, display, manage and update IWD work items]]
+*[[PEC-IWD/Current/Administrator/IWDMonitor|Monitor work items]]
+|Columns=No
 }}
 }}