Applications

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This topic is part of the manual Designer User's Guide for version Current of Designer.

Create new applications and make changes to existing ones.

From the Applications page, you can create new applications and make changes to existing ones.

Application types

Designer has three primary application types:

Default

These applications support Interactive Voice Response (IVR) and voice call routing. If you enable omnichannel support, it can also support chat interactions.
Important
When a default type application is enabled for omnichannel, it can service voice, chat, and SMS customers. However, note that the Menu block does not support SMS media.

Digital

This type only handles digital interactions, such as chat and email (no voice calls).

Callback

This type is only used for outbound callbacks.

Each application type is capable of providing simple IVR-type services (i.e. Self Service) or routing the interaction to an agent (i.e. Assisted Service), if needed. Applications can also incorporate smaller application-like chunks called Shared Modules, and also trigger other applications.

Creating a new application

To create a new application, click Add Application.

Des add new application.png

Enter a Name for the application and select the Type of application you want to create.

Click Create to save it and go back to the Applications page. Or, click Create and Open to save the application and open it for editing. To learn more about how to build applications using the blocks in Designer, see Using the blocks.

Viewing application properties

From the Applications list, click an empty spot in an application's row to display its properties on the right-hand side (if you click the application name, it will open for viewing or editing):

Des application properties 01.png

Edit the application name, description, or tags

Click the pencil icon to open the editing view.

Des application edit name.png

From the editing view, you can change the application name, description, or manage the tags associated with the application.

Des application properties edit.png

Tip
You can also view or make changes to the application name and description by clicking the application name when its flow is open for editing.

Change the status of an application stream

Use the sliders to change the status of an application stream to enabled or disabled.

To enable:

Des slider enabled.png

To disable:

Des slider disabled.png

Viewing application history

Click Des app history icon.png Application History to see a list of historical events for the application, such as each time it was viewed, edited, or published. You can then drill-down into each event to review its audit details. For more information, see History View.

Clone an application

Click Des clone icon.png Clone application to create a new application that is an exact copy of the selected application. Save the clone with a unique name and then manage it like any other application. This can be useful when you want to use the same structure as the selected application, but need to specify different settings or resources.

Manage Builds

Click Des gear icon.png Manage Builds to manage the application builds that are available for the application.

All builds are initially enabled by default. To disable a build, deselect it.

To view the application flow for a build, click the View Build icon under the Actions column. This displays the application flow as it existed when the build was generated (in read-only mode).

To delete a build, you must first disable it. This reveals a trash icon under the Actions column that you can click to delete the build.

For more information about builds, see Application builds.

Manage Phone Numbers

Click Manage in the Phone Number column to select and assign a phone number(s) to the application.

Tips

  • You cannot assign a phone number to IVR type applications.
  • You cannot assign a phone number to an application that has not been published at least once.
  • You might see a warning symbol beside a phone number that is assigned to your application. This warning symbol could indicate:
    • The phone number was not assigned by using Designer.
    • The application was updated but the changes were not published.
    This warning symbol indicates there could be a problem with the phone number - it does not indicate whether the phone number is functional.

You can ignore the warning if you are certain the phone number is functional.

If you are not sure whether the phone number is functional, contact your Genesys representative.

Batch Assign

Let's say you have a large list of phone numbers that you want to assign to the application. With Batch Assign, you can copy and paste the phone numbers into a form and assign them in a single operation.

Here's how it works:

Click Batch Assign and add the numbers you want to assign to the input column. Note that the numbers must be on separate lines. Designer keeps track of the numbers you've added in the Recognized phone numbers column. Des batch assign 01.png


When you are finished adding numbers, click Next (review).

You can review the results to see the phone numbers that are ready to be assigned, are already assigned to this application (or another application), or were not found — maybe these were entered incorrectly or are not available for use.

If you need to make changes, click Previous. Otherwise, click Assign the numbers.

Des batch assign 02.png

You can monitor the progress as Designer assigns the phone numbers to the application:

Des batch assign 03.png

When the operation completes, Designer shows you which numbers were successfully assigned and which (if any) failed.

Des batch assign 04.png

Click OK to close the window.

Transfer from Others

Use Transfer from Others to transfer multiple phone numbers to another application or to other stream of the current application. To show an example of how this works, let's transfer a phone number to another stream of an application.

We've clicked Manage Phone Numbers for the Joules Coulomb application and selected Transfer from Others:

Des transfer 01.png

We want to transfer a number to a stream of the current application, so we use the search bar to filter the application list for "Joules". We select it, and the stream tabs appear at the bottom.

We want to move a number from LIVE to DEV, so we select the LIVE tab.

There are two numbers assigned to that stream, but we only want to move one of them. We select the number we want to move and click Next (review).

Review the transfer details:

Des transfer 02.png

If you need to make any changes, click Previous. If everything looks ok, click Confirm.

Designer shows you the progress of the transfer. When it is complete, the summary lists the numbers that were successfully transferred and also any that failed.

Des transfer 03.png

Click OK to close the transfer results window and return to the application properties.

Manage Chat Endpoints

Click Des gear icon.png Manage Chat Endpoint to assign a chat endpoint to the application.

Note that the endpoint is assigned to each of the application streams, with a naming extension that corresponds to the stream.

Some tips:

  • Enter a name that is unique across all applications.
  • The name should indicate the origination point of the chat (for example, sales_page or mortgage_division).
  • Use alphanumeric characters only. Avoid using spaces or special characters (underscores are okay).

Manage OpenMedia Endpoints

Click Des gear icon.png Manage OpenMedia Endpoint to select and assign an OpenMedia endpoint to the application.

OpenMedia endpoints are managed and configured using Agent Setup (contact your Genesys representative for more information).

Important
This option is only available for digital application types.

Disconnect Phone Numbers and Chat Endpoint

Click Des disconnect icon.png Disconnect Phone Numbers and Chat Endpoint to disconnect all phone numbers and the chat endpoint from the application (you might need to click More to see this option). Once disconnected, the phone numbers or endpoint can be assigned to other applications.

If you want to disconnect specific numbers from an application stream, click Manage under the Phone Numbers column for that stream to deselect the number(s) you want to disconnect

Enabling Your Application

After you have assigned a phone number to your application, you can enable it by clicking the switch icon in the Status column. The switch icon turns green when the application is enabled.

Viewing the application summary

When an application is displayed the flow section, you can use Views > Summary to generate a visualization of the application.

The resulting diagram is similar to a hierarchical flow-chart, with each node representing a block in the application flow:

The application summary view shows all the possible paths that an interaction can take through the application. The diagram is divided into sections for each application phase, and for nodes that need to be expanded into their own sections due to their size or complexity.

For example, this section shows a Segmentation node:


Des apps summary example seg.png


Filtering

Use the Filter by options to focus on specific details. You can choose to filter the diagram by Decisions, Reporting, User Interaction, Navigation, or External Data.

Select No Filter to clear any selected filtering options.

Session playback

You can use Select a Timestamp to Trace to select and display the path that a specific session took through the application, or click Trace Last Call to load the path of the last session that was processed.

The path that the session took is indicated by red flashing connecting lines and highlighted nodes:


Des apps summary trace.gif


Click Reset to clear the playback details for the selected session.

Variable tracing

Likewise, you can also select a specific variable to trace:


Des apps summary travevar.png


This lets you track a variable as it moves and changes through the various nodes, which can be useful for discovering and resolving potential trouble spots.

Application settings

To view and manage the settings for an application, see Application settings.