Objects in the Administration Module

Before you configure the relationships, it is important to note that there are some dependencies that affect the sequence of the software maintenance:

• After you first install Contact Center Advisor or Workforce Advisor, you must define your external data source systems manually in the database if you did not create them when you installed the XML Generator of Contact Center Advisor.
• After the external data source systems are defined, you must run the XML Generator to pull from the external data source systems the base objects you will configure in the Administration module. Until you do this, no switches/peripherals, applications, or agent groups will appear in the user interface.
• The relationships between applications and agent groups support certain functionality in the dashboards. First, they support highlighting agent groups when applications are selected, and vice versa. Second, they support displaying the set of agent groups related to both a contact center and an application group. The XML Generator updates these relationships when it starts, and after that once per day, overnight. For the configuration to take effect immediately, stop and restart XMLGen.

Configuring Organizational Hierarchies for the Dashboard

Menu options for the Administration module are controlled by individual privileges, so Administrators will only see menu items for which they have privileges assigned.

To display contact centers on the dashboard, multiple procedures must be completed and rollups must be configured. You use the following Administration module pages to configure objects and relationships for display on the Contact Center Advisor and Workforce Advisor dashboards:

• System Configuration:
  • Contact Center Advisor/Workforce Advisor: To configure alert behavior, as well as the application-and-agent group relationship setting.
  • Data Source: To set the update-delay threshold rule and notification distribution list.
  • Modules: To modify the application name that displays on the dashboard tabs.
  See System Configuration.
• Regions: Complete the configuration of regions to represent the subdivisions of your company's business operations. Specify whether they are reporting regions, or operating unit regions, or geographic regions. See Regions.
• Application Groups /Thresholds: To provide a meaningful rollup of types of contact center activity in the summary displays, complete the configuration of application groups (see Application Groups and Thresholds). Threshold rules define the critical (red) and warning (yellow) conditions that trigger alerts at the application group level. To define the critical and warning conditions for each metric in the context of an application group, see Adding or Updating Thresholds.
• Contact Centers: Complete the configuration of a contact center for a data source that supplies services, another kind of real-time call data, or agent groups, and select a geographic region; see Configuring Contact Centers.
• Switches/Peripherals: To deactivate a Genesys switch or Cisco peripheral. A peripheral is a communications interface between a call distributor and call router. To make a peripheral active, see Switches and Peripherals.
• Application Configuration:
  • Rollups: To configure the hierarchy displayed on the dashboard and control how it is rolled up, create the associations between applications, agent groups, and the levels in the hierarchy (for example, regions, contact centers, and application groups).
  • Applications – Agent Groups: Assign agent groups to applications.
  • Application Details: Define descriptive names for applications and change their other properties, such as Zero Suppress.
• Contact Group Configuration: (WA only)
  • Rollups: To configure the hierarchy displayed on the dashboard and control how it is rolled up, create the associations between contact groups and the levels in the hierarchy (for example, regions, contact centers, and application groups).
  • Contact Groups–Applications: Assign applications to contact groups.
  • Contact Groups–Agent Groups: Assign agent groups to contact groups.
  • Contact Group Details: Define descriptive names for contact groups and change their other properties.
• Agent Group Configuration: Map agent groups to an agent-group contact center. Configure agent groups to display on the dashboard. See Agent Group Configuration.
• Metric Manager: Define the many properties of a metric, such as its descriptive name. See Metric Manager.
• Users: All creation and configuration of users is now carried out in the Genesys Configuration Manager. See Advisors Business Objects.
• Distribution Lists: To group users who are sent e-mail about alerts based on a specific alert type, add distribution lists and select the contacts, contact centers, and application groups you want to include in the distribution list. See Working with Distribution Lists.
• Manual Alerts: Add manual alerts and specify the alert type and affected contact centers. See Manual Alerts.
• Alert Causes: Add and approve alert causes used in Action Management reports. See Alert Causes.
• Key Actions: Add and approve key actions used in Action Management reports. See Key Actions.
• Manage Adapters: In Release 8.1.5, the Manage Adapters page is read-only; you can view information about adapters on this page. You no longer select an adapter before performing object configuration.
• Base Object Configuration: You can view and maintain the list of agent group, queue, and filter combinations. See Base Object Configuration
• Notification Lists: If Resource Management is installed, notifications lists are used to inform groups of users within an organization about changes being made to the agents or resources. To view and maintain notification lists, see Notification Lists.
• Notification Templates: If Resource Management is installed, provide standard content for e-mails describing the directives and actions taken from Resource Management. To view and maintain notification templates, see Notification Templates.