Purecloud Introductory Guide(Agent Level)
This guide is a basic introduction to Genesys Purecloud. The purpose of this guide is to provide a guideline on how to log into Purecloud and navigate through the system to accomplish agent level functionalities...
We currently use the below Desktop Application version of Purecloud (We do have a web based Purecloud that can be accessed by clicking HERE but we moved away from it, to the Desktop Application for us to access more features of the system.
A. For you to log into Purecloud, open the desktop application, you'll then see the screen below
Your username is your Harambee email address.
The password: Use the one you created when FLS send you an invite to activate your Purecloud account or Log a ticket HERE to ask for a password RESET if you don't know it. NB: Should you type an incorrect password multiple times, its gonna lock for 5 minutes.
Always make sure the location highlighted inside a green rectangle is always FRANKFURT, if not click "change' and select FRANKFURT.
After typing your correct credentials, and verifying that you location is FRANKFURT, you can then LOG IN.
PLEASE NOTE: IF ITS THE FIRST TIME YOU OPEN THE GENESYS CLOUD APPLICATION YOU MIGHT SEE THE BELOW INTERFACE. DON'T PANIC, CLICK THE DROPDOWN BOX AND SELECT EMEA(FRANKFURT) THEN CLICK CHOOSE. YOU MIGHT BE PROMPTED TO DO THIS 2 TIMES, AFTER THAT YOU SHOULD BE ABLE TO SEE THE ABOVE LOGIN SCREEN.
Always make sure you select YES when this screen pops up to allow Purecloud to detect the microphone connected to your workstation.
After selecting yes on the above screen you should something like this(check the below screenshot). Please take not of the icons on the left side of your screen, none of them should be RED for you to be able to take or make calls. Should you see them RED and they are not charging to how you see them on the below screenshot, please log a ticket for assistance.
B. How to change your aux.
Below is a screenshot of how to change your aux, if you are going to Break, you can select Break and it will start counting the time until you change it to another aux. To access this screen, just click the icon where the arrow is pointing. To put SYSTEM ISSUES, select Busy and you'll see another status(Secondary status)
C. To activate QUEUES, or change your QUEUE.
Select Activate Queue, highlighted with a green rectangle on the screenshot below
You'll see the below screenshot. On this below screenshot the agent has HOPE Queue activated, this agent will receive calls from the HOPE campaign. Should there be another campaign that this agent has to do, they'll have to select DEACTIVATE and select RELOAD on the pop that will appear, and the HOPE QUEUE will move to the AVAILABLE side of the screen. The new campaign will be on the AVAILABLE side, you the need to select ACTIVATE on the QUEUE you wanna work on.
FOR DBE
Voice calls : Inbound Support Line
FACEBOOK QUEUE
Harambee Facebook Messanger Support
D. How to view your SCHEDULE for the day/week.
You have to click on PERFORMANCE >> MY PERFORMANCE >> SCHEDULE.
See the screenshot below.
E. How to manually dial person's number and make a call.
Click on the PHONE icon highlighted with a green box, select the DIAL PAD, and dial the numbers.
F. How to go get calls.
Go on QUEUE, by sliding/clicking the Off Queue on the top right. By doing so, you are allowing interactions to be routed to you, as long as you have ACTIVE QUEUE on your profile. See section C.
G. How to SCHEDULE A CALL.
After interacting and disconnecting the call, navigate on the right of the screen to select the date and time to schedule that call.
NOTE: To Transfer a call to another agent please click HERE to see a call transfer process.
H. How to access your Wrap-Up codes.
Select the button pointed with a red arrow, the Wrap-Ups will appear and you can select the relevant Wrap-Up and click DONE
FOR ANY PURECLOUD SYSTEM ISSUES PLEASE LOG A TICKET