Draft:PEC-Admin

Get started

• Get started with Genesys Multicloud CX
• Cloud Basics for Administrators
• Single sign-on
• Administrator 101

Release Notes

Genesys Multicloud CX Release Notes

Manage your contact center

• Manage contact center and users
• Create agents, administrators, and supervisors
• Manage accessibility for Agent Workspace
• Manage interaction routing in Designer
• Deploy and configure Genesys Softphone or in-browser WebRTC
• Export and download contact center data
• Set up Digital Channels

Configure and view reports

• How reporting works
• Work with Genesys CX Insights Reports
• Real-time Reporting with Pulse
• GVP Reporting
• Manage reporting environments

Set up outbound campaigns

• How Outbound works
• Get started with CX Contact
• CX Contact Help

Route interactions to agents

• How routing works in Designer
• Use machine learning to route interactions
• Route workitems to agents

Recording, Quality Management and Speech Analytics

• How Recording, Quality Management and Speech Analytics works

Manage your workforce

• How Workforce Management works
• Workforce Management Administrator's Guide

Connect with customers later

• How callback works
• Getting started with Callback

Integrate with third-party applications

• Gplus Adapter for Salesforce Administrator's Guide
• Gplus Adapter for Microsoft Dynamics 365 Administrator's Guide
• Gplus Adapter for ServiceNow Administrator's Guide

Set up and use intelligent Workload Distribution

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

• How IWD works
• Set up IWD
• Configure IWD
• Search, display, manage and update IWD work items
• Monitor work items