Performance Management Advisors
What is Performance Management Advisors?
The Genesys Performance Management Advisors product family displays real-time graphical metrics and Key Performance Indicators. Contact center business managers, operations managers, and key users can view information specific to their role using Contact Center Advisor (CCAdv), Workforce Advisor (WA), and Frontline Advisor (FA), enabling them to quickly identify developing service and performance issues and take corrective action before customers and revenues are affected. Agents use Agent Advisor (AA) to manage their personal performance in real time, correlate performance with supervisors, and receive the information they need.
Current documentation set for Performance Management Advisors (PMA) 8.1.
Performance Management Advisors 8.1 Deployment Guide
Use this guide to deploy Performance Management Advisors components for 8.1.2 and later releases.
Performance Management Advisors 8.1.1 Deployment Guide
Use this guide to deploy Performance Management Advisors components for 8.1.1 and earlier releases.
[http:// Deployment Guide]
Performance Management Advisors 8.1 Contact Center Advisor & Workforce Advisor Administrator User’s Guide
Use this guide to learn about CCAdv/WA system administrator features for 8.1.2 and later releases.
Performance Management Advisors 8.1.1 Contact Center Advisor & Workforce Advisor Administrator User’s Guide
Use this guide to learn about CCAdv/WA system administrator features for 8.1.1 and earlier releases.
[http:// User's Guide]
Performance Management Advisors 8.1 Contact Center Advisor Mobile Edition Deployment Guide
Use this guide to learn how to install and configure CCAdv - Mobile Edition for PMA 8.1.
Performance Management Advisors 8.1 Frontline Advisor Administration User’s Guide
Use this guide to learn about FA/AA system administration functions for 8.1.2 and later releases.
Performance Management Advisors 8.1.1 Frontline Advisor Administration User’s Guide
Use this guide to learn about FA/AA system administration functions for 8.1.1 and earlier releases.
[http:// User's Guide]
Documentation set for Performance Management Advisors 8.0.
Performance Management Advisors 8.0 Workforce What-If User's Guide
Use this guide to learn about the Workforce What-If Tool, which uses full-time equivalent (FTE) as the standard unit of measure for metrics calculations.
[http:// User's Guide]
Performance Management Advisors 8.0 Workforce Advisor's User Guide
Use this guide to learn about the Workforce Advisor user-level features of the PMA solution.
[http:// User's Guide]
Performance Management Advisors 8.0 Resource Management User's Guide
Use this guide to learn how to manage agent resources in the Contact Center Advisor and Workforce Advisor environments.
[http:// User's Guide]
Performance Management Advisors 8.0 Contact Center Advisor & Workforce Advisor Administrator User’s Guide
Use this guide to learn about system administrator features of the Contact Center Advisor and Workforce Advisor modules.
[http:// User's Guide]
Performance Management Advisors 8.0 Performance Monitor User’s Guide
Use this guide to learn how to choose the information you want to monitor.
[http:// User's Guide]
Performance Management Advisors 8.0 Contact Center Advisor User’s Guide
Use this guide to learn about the Contact Center Advisor user-level features of the Genesys PMA solution.
[http:// User's Guide]
Performance Management Advisors 8.0 Alert Management User’s Guide
Use this guide to learn how about the real-time display of contact center activity and workforce management for contact centers in the enterprise.
[http:// User's Guide]
Performance Management Advisors 8.0 Advisors Platform Deployment Guide
Use this guide to deploy the core Advisors Platform..
[http:// Deployment Guide]
Performance Management Advisors 8.0 Genesys Adapter Deployment Guide
Use this guide to install and configure Genesys Adapter for Performance Advisors 8.0.
[http:// Deployment Guide]
Performance Management Advisors 8.0 Cisco Adapter Deployment Guide
Use this guide to install and configure the Cisco Adapter for Performance Advisors 8.0.
[http:// Deployment Guide]
Performance Management Advisors 8.0 Contact Center Advisor & Workforce Advisor Deployment Guide
Use this guide to configure and install Contact Center Advisor and Workforce Advisor.
[http:// Deployment Guide]
Performance Management Advisors 8.0 Frontline Advisor Manager User's Guide
Use this guide to learn about the agent management features of Frontline Advisor to track agent performance and build coaching strategies.
[http:// User's Guide]
Performance Management Advisors 8.0 Frontline Advisor Agent User's Guide
Use this guide to learn how to use the agent features of Frontline Advisor.
[http:// User's Guide]
Performance Management Advisors 8.0 Frontline Advisor Administration User’s Guide
Use this guide to learn about system administration functions for the Frontline Advisor parts of the PMA solution.
[http:// User's Guide]
Performance Management Advisors 8.0 Frontline Advisor Deployment Guide
Use this guide to configure and deploy the Frontline Advisor module of PMA.
[http:// Deployment Guide]