Genesys Contact Center Advisor and Workforce Advisor Administrator User's Guide

Welcome to the Genesys Contact Center Advisor and Workforce Advisor Administrator User's Guide. This document focuses on the use of the features and functions in the Advisors System Administration module. In particular, it is a reference for system administrators responsible for configuring Contact Center Advisor and Workforce Advisor, including configuring applications and contact groups.

The Contact Center Advisor and Workforce Advisor Administrator User's Guide is primarily intended for system administration-level users of the Contact Center Advisor and Workforce Advisor modules.

Quick Links to Topics

Role-Based Access for CCAdv/WA

• Role-Based Access Control for Advisors (Description)
• CCAdv/WA Access Privileges

Setting up Notification Lists for the Resource Management Console

• Notification Lists
• Notification Templates

Description of CCAdv/WA configuration modes, including examples

CCAdv and WA can share configuration, or be configured as independent applications, depending on the mode you select.

• Configuration Modes

Configuring thresholds to trigger alerts

• Desciptions of thresholds, threshold violations, and alerts
• Configuring Thresholds
• Alerts and E-Mail Notifications
• Adding or Updating Thresholds
• Working with Threshold Exceptions
• Related settings:
  • Setting the Notification refresh rate
  • Setting the Alert Creation Delay Interval

Working with business objects

• Advisors Business Objects
• Objects in the Advisors Administration Module
• To remove key objects from Advisors configuration, see:
  • Adding or Deleting an Application Group
  • Removing an Application Group from Advisors Configuration
  • Removing Applications from CCAdv/WA Configuration
  • Removing Agent Groups from CCAdv/WA Configuration
  • Removing Contact Groups from WA Configuration

Working with Metric Manager

• To create custom metrics, see:
  • Creating Custom Metrics
  • Procedures on the How To... tab
  • Metric Groups (description)
  • Working with Metric Groups
  • Changing a custom metric's internal name prefix to avoid overwriting custom metrics in the Configuration Server. See the Changing the Custom Metric Internal Name Prefix tab.
• Field descriptions for the editing window in Metric Manager
• Working with filtered source metrics