From Genesys Documentation
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{{MintyDocsProduct | {{MintyDocsProduct | ||
|displayname=Supervisor | |displayname=Supervisor | ||
| − | |contentarea=PureEngage | + | |contentarea=PureEngage |
|landingpage=No | |landingpage=No | ||
|definition=A supervisor manages agents. For example, they can create agents, assign them skills, and then monitor, coach, and, when necessary, barges in on conversations and interactions to provide further assistance or to evaluate an agent’s performance. As a supervisor, you can also be tasked with other important aspects of contact center operations, such as workforce management, monitoring real-time reporting, and generating reports for managers. | |definition=A supervisor manages agents. For example, they can create agents, assign them skills, and then monitor, coach, and, when necessary, barges in on conversations and interactions to provide further assistance or to evaluate an agent’s performance. As a supervisor, you can also be tasked with other important aspects of contact center operations, such as workforce management, monitoring real-time reporting, and generating reports for managers. | ||
| Line 8: | Line 8: | ||
|Type=Get Started | |Type=Get Started | ||
|Title=Get Started | |Title=Get Started | ||
| − | |Links=* {{#mintydocs_link:topic=PEC-Super/GetStarted|standalone|display text=Get started}} | + | |Links=*{{#mintydocs_link:topic=PEC-Super/GetStarted|standalone|display text=Get started}} |
| − | * {{#mintydocs_link:topic=PEC-Super/TopTasks|standalone|display text=Top tasks}} | + | *{{#mintydocs_link:topic=PEC-Super/TopTasks|standalone|display text=Top tasks}} |
|Columns=No | |Columns=No | ||
}}{{MintyDocsProductLandingSections | }}{{MintyDocsProductLandingSections | ||
|Type=XYZ Documentation | |Type=XYZ Documentation | ||
|Title=Communicate with customers and team members | |Title=Communicate with customers and team members | ||
| − | |Links=* [[Draft:PEC-AD|Work in Agent Desktop]] | + | |Links=*[[Draft:PEC-AD|Work in Agent Desktop]] |
| − | * [[Draft:PEC-SF|Work in Gplus Adapter for Salesforce]] | + | *[[Draft:PEC-SF|Work in Gplus Adapter for Salesforce]] |
| − | * [[Draft:PEC-GS|Use Genesys Softphone]] | + | *[[Draft:PEC-GS|Use Genesys Softphone]] |
| − | * [[Draft:PEC-VM|Check your voicemail]] | + | *[[Draft:PEC-VM|Check your voicemail]] |
|Columns=No | |Columns=No | ||
}}{{MintyDocsProductLandingSections | }}{{MintyDocsProductLandingSections | ||
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|Type=XYZ Documentation | |Type=XYZ Documentation | ||
|Title=Configure and view reports | |Title=Configure and view reports | ||
| − | + | |Links=*[[HIW|How reporting works]] | |
| − | |Links=* [[HIW|How reporting works]] | + | *[[Draft:Reporting|Historical reporting with CX Insights]] |
| − | * [[Draft:Reporting|Historical reporting with CX Insights]] | + | *[[Draft:Reporting|Historical reporting with Interactive Insights]] |
| − | * [[Draft:Reporting|Historical reporting with Interactive Insights]] | + | *[[Draft:Reporting|Real-time reporting with Pulse]] |
| − | * [[Draft:Reporting|Real-time reporting with Pulse]] | + | *[[Draft:Reporting|GVP reporting]] |
| − | * [[Draft:Reporting|GVP reporting]] | ||
|Columns=No | |Columns=No | ||
}}{{MintyDocsProductLandingSections | }}{{MintyDocsProductLandingSections | ||
|Type=XYZ Documentation | |Type=XYZ Documentation | ||
|Title=Manage your workforce | |Title=Manage your workforce | ||
| − | |Description= [[link|Manage agents, schedules and forecasts]] | + | |Description=[[link|Manage agents, schedules and forecasts]] |
|Columns=No | |Columns=No | ||
}} | }} | ||
|workspace_id=PEC-Super | |workspace_id=PEC-Super | ||
}} | }} | ||
Revision as of 16:34, February 7, 2020
This is a draft page; the published version of this page can be found at PEC-Super.
Click on any of the following to see the documentation for that version:
Communicate with customers and team members
Supervise agents
Configure and view reports
Manage your workforce