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 Guides

• Releases 8.1.2 and later
• Releases 8.1.1 and earlier
• CCAdv Mobile Edition Deployment Guide

PMA 8.1 CCAdv/WA Administrator User’s Guides

• Releases 8.1.2 and later
• Releases 8.1.1 and earlier

PMA 8.1 FA Administration User’s Guide

• Releases 8.1.2 and later
• Releases 8.1.1 and earlier

PMA 8.1 CCAdv/WA Help

• Contact Center Advisor Help
• Workforce Advisor Help

PMA 8.1 FA Help

• Frontline Advisor Agent Help
• Frontline Advisor Manager Help

PMA 8.1 CCAdv/WA Tools Help

• Workforce What-If Tool Help
• Alert Management Help
• Resource Management Help
• Performance Monitor Help

We are presently moving our documentation content to a new corporate server.

During this transition, you can find content from earlier releases on the former Knowledge Base:

• Documentation on Knowledge Base