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.
PMA 8.1 Deployment Guide
Use this guide to deploy Performance Management Advisors components for 8.1.2 and later releases.
PMA 8.1.1 Deployment Guide
Use this guide to deploy Performance Management Advisors components for 8.1.1 and earlier releases.
[http:// Deployment Guide]
PMA 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.
PMA 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]
PMA 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.
PMA 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.
PMA 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.
PMA 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]
PMA 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]
PMA 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]
PMA 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]
PMA 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]
PMA 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]
PMA 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]
PMA 8.0 Advisors Platform Deployment Guide
Use this guide to deploy the core Advisors Platform..
[http:// Deployment Guide]
PMA 8.0 Genesys Adapter Deployment Guide
Use this guide to install and configure Genesys Adapter for Performance Advisors 8.0.
[http:// Deployment Guide]
PMA 8.0 Cisco Adapter Deployment Guide
Use this guide to install and configure the Cisco Adapter for Performance Advisors 8.0.
[http:// Deployment Guide]
PMA 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]
PMA 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]
PMA 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]
PMA 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]
PMA 8.0 Frontline Advisor Deployment Guide
Use this guide to configure and deploy the Frontline Advisor module of PMA.
[http:// Deployment Guide]