Genesis Cloud Administrator Training: Navigating the Admin Interface and Configuring Organization Settings

welcome back to the Genesis Cloud administrator training course in this module we will navigate you through the

admin interface and dive into configuring the organization's settings let's get started

in this module we will help familiarize you with the admin interface we also take a look at the admin settings always

remember the best way to get comfortable with the interface is to practice practice

the Genesis Cloud admin interface is where you will go to find the task you want to perform in this module we will

give some high-level information in later modules we will explore the individual settings within each menu you

can either scroll through the different links or type in what you are looking for in the search bar at the top

account settings allows administrators to view current and historical Genesis Cloud usage information including users

devices and resources as well as access advanced administrative settings for your Genesis Cloud organization

under people and permissions you can add people to your organization edit profiles assign roles and permissions

manage pairings between organizations and use divisions to separate and group configuration objects permissions allow

users to do various tasks such as create groups set up Integrations and supervise contact center activity use directory

features to manage groups work teams locations profiles and external contacts use the integration features to set up

Integrations data actions as well as set up and Implement single sign-on create and manage oauth credentials and see

authorized applications Genesis Cloud's documents feature enables you to store organize and share

all types of files securely with your fellow Genesis Cloud users telephony is the set of features that

administrators use to set up Genesis Cloud Communications Genesis Cloud offers three telephony connection

options to provide convenience and flexibility simplify your implementation by using Genesis Cloud voice a

comprehensive contact center solution that includes telephony service provided by Genesis for additional

interoperability between Genesis cloud and third-party devices or to retain your existing Courier Service choose a

bring your own carrier option Genesis Cloud voice is where you will manage your Genesis Cloud voice numbers

contact center is where you will configure a number of things from skills cues wrap-up codes routing canned

responses analytics and agent assist to scripts and email under architect is where you will go to

manage the call flows and prompts and store data locally in data tables for use in architect and manage flow

outcomes and Milestones routing includes the set of features that administrators use to set up

Genesis Cloud routing use routing features to create schedules configure call and message routing plan for

emergencies and disconnect interactions that may have become stopped view detailed and overall metrics on API

usage and in turn reduce unnecessary API calls and subscription charges when looking to troubleshoot various

issues the audit viewer enables you to filter and see various events that Genesis Cloud generates based on service

actions for administrative functions with an outbound campaign management commonly referred to as dialer is where

you can set up and manage automated outgoing calls you will also be able to set up lists contactable time sets call

analysis rules and outbound settings within quality is where you will set up encryption Keys add interaction

recording policies and manage the recordings let's start reviewing account settings

under account settings subscription allows you to see how many licenses your organization is using for

the current and past months by selecting the download usage report button you are also able to download the usage report

after clicking the button a box will appear allowing you to select either usage data or Cloud voice after

selecting the date range click the download or generate button and a CSV of the data will download to your computer

you can disregard the Genesis add-ons as that is deprecated and all add-ons now live within app Foundry which will be

covered later in this course along with the Integrations section app Foundry is a Marketplace of solutions that offers

Genesis customers the most useful solution-centered Marketplace for all Genesis Platforms in a single location

organization settings allow you to enable or disable voicemail disable location detection manage invite links

change the default language and specify domain you can also add an email address destination for User submitted issues

and see audits for administrative functions in the audit log viewer within organization settings there are more

tabs to configure your or the organization details tab displays the company name short name as well as the

organization ID you are only able to change the company name on this page under the settings tab and within the

global settings turn geolocation detection on or off across the organization geolocation detection

automatically displays users location information for users who choose to share their current location when you

turn off geolocation detection Genesis Cloud does not display the location information for any users in the

organization default languages for notification emails such as invitations to the

organization and reset password links this setting does not override the personal settings of organization

members default country code is the country code that Genesis Cloud uses when you add

phone numbers by default this value is United States the issue reporting email address is

configured for who receives suggestions and concerns about Genesis Cloud at your company if no email is supplied Genesis

Cloud sends the email to anyone in your org who has the admin role assigned just below global settings the onboarding

people section are settings for invite links used to add people to your organization

Auto invite when on automatically sends invites by default when adding people admins can still turn it off on a

case-by-case basis when off turns Auto invite off by default and allows admins to select it on a case-by-case basis

open admission when on enables the current invite link turning from off to on also creates a new link when off

disables the current invite link permanently within the allowed email domains it

allows you to specify the email address domains that a person must use to create a new genesis cloud account when

responding to a sign up link within the telephony section toggling free seating off or undetermines whether

offline agents assigned stations are freely available to use turning off voicemail pin will turn off

the requirement that org members must enter a PIN to access voicemail the timeout seconds is the number of

seconds a non-acd interaction will alert a user before rolling over to voicemail the default is 18 seconds

the maximum voicemail length allows you to set how long a voicemail can be in whole minutes the default is three

minutes in default text to speech engine select a default text-to-speech engine and

optionally override the default voice per language the default is Genesis to access additional third-party engines

they will need to First obtain the engine in app Foundry within the contact center section enabling the strip skills

on blind transfer will allow an agent to make a blind transfer to a different queue and the required agent skills are

removed the agent can then pick up the transferred interaction in the targeted queue even if the second agent does not

have the same skills as the previous agent stripping skills from the agent requirements prevents interactions from

getting stuck and abandoned as an administrator you can specify that all Q routing methods use changes in an

agent's presence to reset the ACD routing score with each presence change the agent's internal routing score

resets placing the agent at the back of the queue when the agent logs in and goes on Queue their score resets and the

counter begins running to determine when the next interaction routes to them enabling the enforce communication level

after call work will set the after call work at the communication level instead of the participant level

enabling the route email to multiple destinations will allow an inbound email to route to multiple queues based on the

email addresses within the two NCC fields some customers or Partners may have the

ability to upload files without first scanning them for viruses and malware as a security vulnerability in line with

this concern a Genesis Cloud administrator can disable file uploading in chat at the organization level in

addition a Genesis Cloud administrator can withhold a permission to prevent users from using documents as an

administrator you can set the number of chat message retention days between 10 and 3 650 days

enabling hip or requires Genesis Cloud to get involved this setting is required for compliance with the health insurance

portability and accountability Act with your organization to see if this setting is needed under voicemail notifications

if your orc has HIPAA enabled the allow pii in email notifications it is disabled enabling this will allow

voicemails to be sent via email to users in the orb enabling voicemail transcriptions will include written

transcriptions of voicemails and email notifications for voicemails the transcriptions within an email apply

only to communicate or non-acd voicemails the transcriptions do not appear in the Genesis Cloud voicemail

box if your org is going to be receiving faxes you can enable fax notifications

in users will be able to get notified of faxes if hipod is enabled this is disabled

PCI DSS is required if you're going to be handling payment card holder data this is another setting that needs

Genesis involvement administrators can optionally enable a security setting to prevent external websites from embedding

an instance of their Genesis Cloud organization in an iframe this feature combats click jacking a malicious

technique that redirects a user to a website under the attacker's control enabling this feature could cause

Genesis Cloud Integrations Genesis Cloud apps and any other application or integration that embeds Genesis Cloud

into a new frame whose domain is not listed in a loud embeddable domain to be unusable

adding IP addresses to the allowed IP addresses setting will only allow users coming from the IP addresses you add to

access Genesis cloud when enforced Scopes is on your organization will require approval for

oauth Scopes requested by third-party applications when rollbackville is on Genesis Cloud

will Auto assign new permissions to default rules when new features are released when off an administrator must

manually assign the new permissions to the default rules you can enforce division awareness in

organizations for admins who assign divisions to user roles the division aware role management setting ensures

that admins must have a role that is scoped to the division that they are assigning to a user role administrators

can set Genesis Cloud to log out users automatically after a specified period of inactivity after the user logs back

in they return to the same page they were on before Genesis automatically logged the map

customers sometimes require control over logging on to manage their Workforce and to prevent unauthorized access set

requirements for passwords used to sign on to Genesis cloud or configure Genesis to use a single sign an identity

provider finally status management is where you can find all of the different status options and create a new

secondary status a status communicates information about a user's availability and activities to

other Genesis Cloud users to recap this module was designed to give you information about the different

sections within the admin interface and deep dive into the organization settings hopefully this has given you a little

more insight into setting up your organization's global settings mastering this is essential to getting your org

off the ground and set up correctly as we went through each configuration item briefly you start to see how

important understanding and comprehending the interface is as we Explore More in later modules you will

begin to see how all of these different configuration items come together thank you for completing module 2. on

module 3 we will discuss user profiles roles permissions and access control see you there