Performance Management Advisors
What is Performance Management Advisors?
The Genesys Performance Management Advisors product family enables contact center business and operations managers and key users to see real-time graphical metrics and Key Performance Indicators based on their role. This enables them to quickly identify developing service and performance issues and take corrective action before customers and revenues are affected. With Genesys Advisors, agents can also manage their own performance in real time, correlate performance with supervisors and receive the information they need.
Genesys Contact Center Advisor creates visibility into real-time operations, allowing users to quickly determine the root cause of problems and collaborate to resolve them.
Genesys Workforce Advisor consolidates data from multiple switches and workforce management applications to help organizations more effectively manage the supply of agents against the ever-changing call demand in the contact center.
Genesys Frontline Advisor monitors contact center agent performance metrics and behavioral rules, alerting managers when business objectives are not being met and if calls are being handled outside of contact center performance guidelines. This breakthrough contact center performance monitoring allows supervisors to effectively coach-in-the-moment to improve agent performance and reduce turnover.
Genesys Agent Advisor allows contact center agents to self-manage their performance. Genesys Agent Advisor provides the agents with the same performance information the supervisor has and gives them the opportunity to proactively manage their own performance in real time.
Current documentation set for Performance Management Advisors (PMA) 8.1.
Performance Management Advisors 8.1 Deployment Guide
Use this downloadable PDF to deploy the PMA platform for 8.1.2 and later releases and the supported databases.
Performance Management Advisors 8.1.1 Deployment Guide
Use this downloadable PDF to deploy the Performance Management Advisors platform for 8.1.1 and earlier releases and the supported databases.
[http:// Deployment Guide]
Performance Management Advisors 8.1 Contact Center Advisor & Workforce Advisor Administrator User’s Guide
Use this downloadable PDF to learn about system administrator features for these PMA modules for 8.1.2 and later releases.
Performance Management Advisors 8.1.1 Contact Center Advisor & Workforce Advisor Administrator User’s Guide
Use this downloadable PDF to learn about the system administrator features for these PMA modules 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 downloadable PDF to learn how to install and configure CCA - Mobile Edition for PMA 8.1.
Performance Management Advisors 8.1 Frontline Advisor Administration User’s Guide
Use this downloadable PDF to learn about system administration functions for the Frontline Advisor parts of the PMA solution for 8.1.2 and later releases.
Performance Management Advisors 8.1.1 Frontline Advisor Administration User’s Guide
Use this downloadable PDF to learn about system administration functions for the Frontline Advisor parts of the PMA solution 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 downloadable PDF 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 downloadable PDF 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 downloadable PDF 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 downloadable PDF 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 downloadable PDF to learn how to choose the information you want to monitor.
link=http:// [http:// User's Guide]
Performance Management Advisors 8.0 Contact Center Advisor User’s Guide
Use this downloadable PDF 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 downloadable PDF 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 downloadable PDF to deploy the core Advisors Platform..
[http:// Deployment Guide]
Performance Management Advisors 8.0 Genesys Adapter Deployment Guide
Use this downloadable PDF 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 downloadable PDF 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 downloadable PDF 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 downloadable PDF to learn about the agent management features of Frontline Advisor to track agent performance and build coaching strategies.
link=http:// [http:// User's Guide]
Performance Management Advisors 8.0 Frontline Advisor Agent User's Guide
== Use this downloadable PDF 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 downloadable PDF 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 downloadable PDF to configure and deploy the Frontline Advisor module of PMA.
[http:// Deployment Guide]