Supervisor's Guide

Basics

• Getting started
• Managing agents and more
• Monitoring and coaching agents
• Workforce Management
• Reporting
• Using the Agent Desktop v9
• Using the Agent Desktop v8

Historical and Real-time Reporting

• Reporting in the cloud
• Historical Reporting with GII
• Historical Reporting with CXI
• Genesys Pulse
• GVP Reporting
• Genesys Info Mart Historical Database Reference

Platform Administration

• Managing agent accounts
• Routing calls by business attributes
• Choosing scripts
• Creating DN and DN groups
• Managing agent logins

What is the role of a Supervisor?

A supervisor manages agents. For example, they can create agents, assign them skills, and then monitor, coach, and, when necessary, barges in on conversations and interactions to provide further assistance or to evaluate an agent’s performance. As a supervisor, you can also be tasked with other important aspects of contact center operations, such as workforce management, monitoring real-time reporting, and generating reports for managers.

About Genesys Cloud

Genesys Engage cloud architecture leverages the world-class SIP-based GVP/Media Services products at the core of Genesys Engage while providing the full Genesys Engage suite of services in the cloud. This offer is customizable to meet the needs of enterprise customers, whether they need a large number of seats, heavy-duty premise system integration, or bespoke routing and reporting. Built on market-leading universal queuing and routing features, the full Genesys Engage suite will add the ability to support blended agents of any type, including blending inbound with outbound, voice with e-Services, or any other combination.