Service Management Help

Genesys Mobile Services (GMS) includes a Service Management User Interface, where you can manage services and also access dedicated interfaces for Callback and Context Services.

Before you can access this UI, first install GMS. See the deployment instructions here and configure the new panels in the features section of your GMS configuration.

Note that, to work properly, this UI requires access to the following URLs:

http://<GMS Local Host>:8080/genesys/1/admin/*

Make sure to enable this access through your firewall and security if needed.

Monitor

The Monitor tab (former Admin UI) and the Tools menu give you access to an administrator console, where you can:

• Monitor your GMS nodes
• Load and manage service templates
• Create resource groups and patterns
• Run reports
• Access samples
• Download DFM files
• Retrieve snippets for your jetty-http.xml file
• Manage the exception list for Callback services

Services

The Services tab is the user-friendly, web-based interface that is intended to be used by administrators and supervisors to:

• Add, delete, and modify a GMS service Agent Capacity

Office Hours

The Office Hours tab is the user-friendly, web-based interface that is intended to be used by administrators and supervisors to:

• Manage Call Center Office Hours and holiday schedules.

Callback

If you installed and configured Callback, this interface enables you to:

• Create a Callback record
• Manage your callbacks

Context Services

If you installed and enabled Context Services, the Context Services interface enables you to:

• Search for services
• Manage your services
• Create a service, state, or task
• Complete a service, state, or task
• Delete a service

Journey Timeline

If you installed and enabled Context Services, the Journey Timeline interface enables you to:

• Search and select a customer
• Visualize the customer's journey timeline
• Display states and tasks
• Display details related to service and state Selection

Learn About Scenarios

GMS provides service templates and their scenarios that you can load in the Mobile Engagement UI, and then access through REST queries. All callback related scenarios are detailed in the Callback Solution Guide.

Enable Logging in the UI

The Service Management UI can provide detailed logs by configuring the following options in the GMS Configuration:

• enable-logger = true to activate DEBUG and INFO traces in the console.
• enable-logger-error = true to activate ERROR traces in the console.

Help

Introduced in 8.5.202

If you configure enable-contextual-help= true, the icon of the Service Management UI opens a Contextual Help panel. This panel displays help pages, including videos and images, related to the active panel in the UI. It also includes search features and related topics.