Genesys Documentation - User contributions [en]

DES/Current/Designer/DataTablesDash

2020-10-16T17:45:07Z

Bmarshall: Published

{{Article
|Standalone=No
|DisplayName=Data Tables Dashboard
|TocName=Data Tables Dashboard
|Context=This dashboard displays the disposition data of your applications in a table.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Administrator
|Application=Designer
|Section={{Section
|alignment=Vertical
|structuredtext=The '''Data Tables''' dashboard arranges the disposition data of your applications in a tabular format.

[[File:des_analytics_data_tables_panel.png|800px]]
|Status=No
}}{{Section
|sectionHeading=Reports on this dashboard
|anchor=Reportsonthisdashboard
|alignment=Vertical
|structuredtext====Count Over Time===
(See the {{Link-SomewhereInThisManual|topic=SummaryDash|anchor=top|display text=Summary dashboard}} page for a description of this report.)

===Filter===
(See the {{Link-SomewhereInThisManual|topic=AppDetailsDash|anchor=Filter|display text=Application Details dashboard}} page for a description of this panel.)

===Data Table===
This report organizes the application disposition information into a table view. It groups the dispositions by category so you can see:

*the number of sessions that took place ('''#''')
*the average duration (in seconds) for each session ('''AD''')
*the percentage count of sessions ('''%''')

You can then use the options to toggle the results '''By Month''', '''By Day''', or '''By Hour''' to get a more detailed look at the final results of your calls.

{{NoteFormat|'''By Hour''' is only available if the given time window is within two days.}}
|Status=No
}}
}}

DES/Current/Designer/CallbackV2

2020-10-16T17:38:01Z

Bmarshall: Published

{{Article
|Standalone=No
|DisplayName=Callback V2
|TocName=Callback V2
|Context=Use the settings on this block to set up Callback (V2).
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Administrator
|Application=Designer
|Section={{Section
|alignment=Vertical
|structuredtext=You can use the '''Callback V2''' block in the '''Assisted Service''' phase of your '''Default''' type application for inbound calls. Designer supports the following types of callbacks:

*Immediate (or in-queue) callbacks, where the caller requests a callback when the next agent is available.
*Scheduled callbacks, when the caller selects a preferred time and date for the callback.
*Web-invoked callbacks, where the caller requests a callback using an HTTP request (such as a website or a mobile application to request a callback when an agent is available).

You can use the '''Callback V2''' block in the '''Initialize''' phase of your '''Callback''' type application for Scheduled callback. This block processes the Scheduled callback at the desired time.

Before using the '''Callback V2''' block, you must first create a {{Link-SomewhereInThisManual|topic=Variables|anchor=top|display text=variable}} for the callback virtual queue. Then, you can use Special Days, Business Hours, and Data Tables (under {{Link-SomewhereInThisManual|topic=BusinessObjectsBar|anchor=top|display text=Business Controls}}) to specify your business requirements and associate those settings with the virtual queue.

The settings for callback virtual queues are stored in the {{Link-SomewhereInThisManual|topic=CallbackV2|anchor=callback_settings|display text=Callback_Settings}} data table.

{{NoteFormat|The Callback V2 feature can only be used with {{Link-SomewhereInThisManual|topic=CallbackBlocks|anchor=cbv2|display text=Callback V2 blocks}}.|3}}
|Status=No
}}{{Section
|sectionHeading=Sample callback scenarios
|anchor=Samplecallbackscenarios
|alignment=Vertical
|structuredtext=The following scenarios describe sample call flows for immediate and scheduled callbacks.
===Immediate callbacks===

*The session starts when the customer's call arrives.
*The caller is offered immediate (or in-queue) callback. They accept, and confirm the number they want to be called at.
*At this point, the caller can hang up. The voice interaction is converted to a virtual call and added to the queue.
*While the virtual call waits in the queue, the session remains active and continues to monitor statistics for the call, such as the Estimated Wait Time (EWT) and it's position in the queue.
*When an agent that satisfies the required skill expression is ready, the customer is called.
*Music on hold plays while the call is being routed to the agent.
*Once the agent connects to the call, the virtual call is removed from the queue and the session ends.
*(Optional) If survey is enabled and the caller has agreed to take it, the caller is taken to the survey application after the agent disconnects.

===Scheduled callbacks===

*The session starts when the customer's call arrives.
*The caller is offered a scheduled callback. They accept, and confirm the number they want to be called at, along with the date and time when they would like to receive the callback.
*At this point, the caller can hang up.
*When an agent that satisfies the required skill expression is available, the customer is called.
*Music on hold plays while the call is being routed to the agent.
*Once the agent connects to the call, the virtual call is removed from the queue and the session ends.
*(Optional) If survey is enabled and the caller has agreed to take it, the caller is taken to the survey application after the agent disconnects.
|Status=No
}}{{Section
|sectionHeading=Call Routing tab
|anchor=CallRoutingtab
|alignment=Vertical
|structuredtext=Select the '''Virtual Queue''' that you are going to use for callback. Designer uses this Virtual Queue to fetch the associated configuration settings from the '''CALLBACK_SETTINGS''' data table.

[[File:des_callback_v2_callrouting.png]]

===Advanced Options - Overrides===
(Optional) You can expand the '''Advanced Options - Overrides''' section to select your own variables for certain parameters. For example, your business might require that an offer or skill expression parameter override the current setting in '''CALLBACK_SETTINGS''' with a different value.

{{NoteFormat|Variables used for overrides must be provided as ''boolean'' values (for example, <tt>true/false</tt>, or <tt>0/1</tt>). Otherwise, Designer interprets the variable lookup as <tt>false</tt>.}}

[[file:des_callback_callrouting_var.png]]
|Status=No
}}{{Section
|sectionHeading=Offer Callback tab
|anchor=OfferCallbacktab
|alignment=Vertical
|structuredtext=In the drop-down menu, select '''Callback V2 - Offer Callback''' to use the pre-packaged template for callback.

The inbound callback feature is provided by a series of {{Link-SomewhereInThisManual|topic=SharedModulesBar|anchor=top|display text=shared modules}}. The '''Callback V2''' block hands off the call to one main shared module that guides callers through the callback process. This shared module might rely on one or more supporting shared modules to extend its functionality (such as to collect a phone number or negotiate a time for '''Scheduled''' callback). When the callback process is complete, the main shared module returns the call to your application.

For ease of use, you can use shared module templates that provide pre-packaged callback functionality. The templates are read-only and cannot be edited or deleted. If you want to modify these templates, go to the '''Shared Modules''' list and click '''Clone''' beside a template to create a copy for editing.

{{NoteFormat|Although you can copy a template to modify its prompts or behavior, you must not change its inputs or outputs. Doing so might cause unexpected behavior or {{Link-SomewhereInThisVersion|manual=Designer|topic=Troubleshooting|anchor=callback_templates|display text=validation issues}}. If you want to change audio prompts only, you can modify audio resources in the '''Callback V2 Audio''' audio collection, which you can access by going to the {{Link-SomewhereInThisManual|topic=MediaResources|anchor=top|display text=Media Resources}} window.|3}}
|Status=No
}}{{Section
|sectionHeading=Connect Customer tab
|anchor=ConnectCustomertab
|alignment=Vertical
|structuredtext=In the drop-down menu, select '''Callback V2 - Calling Back''' to use the pre-packaged template for callback.

The outbound callback feature is provided by a {{Link-SomewhereInThisManual|topic=SharedModulesBar|anchor=top|display text=shared module}}.

For ease of use, you can use a shared module template that provides pre-packaged callback functionality. The template is read-only and cannot be edited or deleted. If you want to modify this template, go to the '''Shared Modules''' list and click '''Clone''' beside the template to create a copy for editing.

{{NoteFormat|Although you can copy a template to modify its prompts or behavior, you must not change its inputs or outputs. Doing so might cause unexpected behavior or {{Link-SomewhereInThisVersion|manual=Designer|topic=Troubleshooting|anchor=callback_templates|display text=validation issues}}. If you want to change audio prompts only, you can modify audio resources in the '''Callback V2 Audio''' audio collection, which you can access by going to the {{Link-SomewhereInThisManual|topic=MediaResources|anchor=top|display text=Media Resources}} window.|3}}
|Status=No
}}{{Section
|sectionHeading=Routing Priority tab
|anchor=RoutingPrioritytab
|alignment=Vertical
|structuredtext=Enable the '''Use Priority during Routing''' check box to use priority-based routing, which prioritizes your calls depending on your business requirements.

To prioritize calls, you should set the '''Initial Priority''' based on your business segmentation (for example, ''Gold'' customers start at Initial Priority = 50, ''Silver'' customers start at Initial Priority = 30, and ''Bronze'' customers start at Initial Priority = 0).

Enable the '''Increment Priority every _____ seconds''' check box to specify the time interval between priority increments. If you enable the other check box beside the field, you can select a variable that specifies the overall '''Routing Timeout''' and '''Priority Increment Interval''' properties.

If the '''Increment Priority every _____ seconds''' option is enabled, you can use the '''Limit Priority to''' option to set a maximum priority value. For example, if the initial priority is 50, you can use this option to not let the priority value increase beyond 100.

If you enable the other check box beside the field, you can select a variable for this option.

If '''Use Priority during Routing''' is enabled, you can also choose to enable the '''Set Agent Reservation Priority to current priority''' option. This will apply the current priority of the call at the time an agent was found for the callback to the agent reservation request. If you choose not to enable this option, the default priority value of 10,000 is used.

====Example====

[[File:des_callback_v2_routing_priority_tab.png]]

{{NoteFormat|Ideally, the {{Link-SomewhereInThisVersion|manual=Designer|topic=RouteCall|display text=Route Call block}} and '''Callback V2''' block should have their priorities synchronized, so that their rate of increase is the same. One way you can do this is by using variables for the '''Initial Priority''', '''Increment Priority every...''', '''Priority Increment Size''', and the '''Limit Priority to...''' settings.|2}}
|Status=No
}}{{Section
|sectionHeading=Advanced tab
|anchor=Advancedtab
|alignment=Vertical
|structuredtext====Greetings===
Enable the check box beside '''Customer Greeting''' and/or '''Agent Greeting''' to play an audio file to that person while the call is being connected.

For customers, you might use this feature to play a legal disclaimer, or to announce that the call might be recorded (if you use call recording in your contact center). For agents, you might use a variable to announce the customer name or other relevant information.

After you enable '''Customer Greeting''' and/or '''Agent Greeting''', you can select an audio file to play by clicking the icon in the '''Announcement''' field. This is useful for customer greetings that play a static disclaimer audio file.

Optionally, enable the '''Var?''' check box to use a variable to dynamically select the audio file. This is useful for agent greetings that use a variable to provide call-specific information, such as the customer name.

===Music on Hold===
Enable '''Music on hold''' to select the music file that plays while callers are on hold.

===Reporting===
Enable '''Put (re)connected call into a virtual queue''' if you would like to place the real interaction in a separate virtual queue for reporting purposes, to differentiate between regular calls and calls routed to agents as a result of a callback.

You can either select a virtual queue that is defined in the application or you can add a suffix to the virtual queue that is used for the inbound call. For example, if the callback virtual queue is named ''VQ1_cb'', and the suffix is ''_out'', the reconnected virtual queue should be configured as ''VQ1_cb_out''.

The following options enable you to specify the metrics to display in reporting:

Enable '''Show the EWT of the inbound VQ when callback was offered''' to specify the name of the inbound virtual queue. You can select a variable or one of the virtual queues available in the drop-down menu.

Enable '''Show the threshold that was used to determine if callback should be offered''' to specify the '''Callback EWT Threshold value''' (in seconds). You can select a variable or enter an integer.

===Survey===
(If survey is enabled) Enable '''Route to a different RP than previously specified in Setup Survey block''' if you need to change the routing point to use for the survey application after the agent disconnects. Otherwise, the routing point configured in the {{Link-SomewhereInThisManual|topic=Survey|anchor=top|display text=Setup Survey block}} is used.

===Example===
[[file:des_callback_v2_advanced.png]]
|Status=No
}}{{Section
|sectionHeading=Result tab
|anchor=Resulttab
|alignment=Vertical
|structuredtext=(Optional) In the drop-down, select a variable to store the outcome of the callback interaction.
|Status=No
}}{{Section
|sectionHeading=Callback Settings Data Table
|anchor=callback_settings
|alignment=Vertical
|structuredtext=The callback settings for each virtual queue are stored in a special data table called '''CALLBACK_SETTINGS'''. You can view the settings for this data table by selecting it on the {{Link-SomewhereInThisVersion|manual=Designer|topic=DataTables}} page.

The data table includes a default queue that is already populated with the recommended values. To add a new virtual queue, simply add a new row to the data table. Each parameter is automatically assigned the default setting, but you can edit the values to further refine and customize the callback settings for each virtual queue.

If you are making changes to this data table, note the following:

*Genesys recommends that you do not set the ''Callback_TTL'' ("Time to Live") value lower than the default setting of <tt>259200</tt> seconds (3 days). This value specifies how long the callback service will be kept active in the system. If you set this value too low, the callback is removed from the system before the customer receives their callback. (This value does not apply to scheduled callbacks, as those can be booked up to a week in advance.)
*If your application is not automatically detecting the caller’s number (ANI), you might have to use the ''Dial Prefix'' setting to enter a country calling code, or use the audio prompts to ask callers to include their country code when manually entering their callback phone number.
*The value for ''Slot Duration (minutes)'' must be a divisor of 60. The recommended values are <tt>15</tt> (default), <tt>20</tt>, <tt>30</tt>, or <tt>60</tt>, with <tt>60</tt> being the maximum value you can use.

===Parameters===
This data table contains the following parameters:
{{{!}} class="sortable pdf-table-landscape"
! style="width: 25%"{{!}}'''Setting'''
!'''Key'''
!'''Description'''
!'''Default Value'''
!'''Web Callbacks (for API – see {{Link-SomewhereInThisVersion|manual=Designer|topic=CallbackV2|anchor=webapi|display text=note}})'''
{{!}}-
{{!}}VQ
{{!}}(section name)
{{!}}Name of the Virtual Queue.
{{!}}(none)
{{!}}
{{!}}-
{{!}}Immediate Enabled
{{!}}_immediate_enabled
{{!}}Enables (or disables) the option to offer Immediate Callbacks.
{{!}}true
{{!}}✗
{{!}}-
{{!}}Scheduled Enabled
{{!}}_scheduled_enabled
{{!}}Enables (or disables) the option to offer Scheduled Callbacks.
{{!}}true
{{!}}✗
{{!}}-
{{!}}Hold Enabled
{{!}}_hole_enabled
{{!}}Enables (or disables) the option to Hold (or Reject) a callback.
{{!}}true
{{!}}✗
{{!}}-
{{!}}Logged In Check
{{!}}_logged_in_check
{{!}}Checks to see if any agents are logged in before offering Immediate Callback. If this feature is enabled and no agents are logged in, Immediate callback is not offered.
{{!}}false
{{!}}✗
{{!}}-
{{!}}Immediate Blackout (minutes)
{{!}}_immediate_blackout
{{!}}This value acts as a cut-off time (in minutes) before the end of the business day when Immediate callbacks won't be offered. For example, if the business closes at 5:00 PM and the '''Immediate Blackout''' value is set to 60 minutes (default), customers who call and receive an estimated waiting time that exceeds 4:00 PM (i.e. 60 minutes before closing) won't be offered an Immediate callback.
{{NoteFormat|If '''Immediate Offer Hours''' is configured, this option is ignored.}}
{{!}}60
{{!}}✗
{{!}}-
{{!}}Callback Purge Time (minutes)
{{!}}_callback_purge_time
{{!}}Duration (in minutes) to keep a callback session alive before we make a courtesy call to reschedule or cancel the callback because no agents were found and the callback cannot be processed. However, the courtesy call will be made at the end of the business day if the business closes before the callback session alive time.
{{NoteFormat|You might want the courtesy outbound call to happen at the end of the business day. To do this, set the value of this parameter to a number that is greater than the total number of minutes the office is open. For example, an office with business hours of 09:00–17:00 would be open 480 minutes (or 8 hours). Setting this parameter to a higher value, such as 500, would initiate an outbound call to the customer after business hours (for example, to inform them that no agents were available and to provide them with the option to reschedule or cancel the callback). {{!}}2}}
{{!}}120
{{!}}✓
{{!}}-
{{!}}Call Display Name
{{!}}_call_display_name
{{!}}Name to display for Caller-ID.
{{!}}
{{!}}✓
{{!}}-
{{!}}Call Display Number
{{!}}_call_display_number
{{!}}Number to display for Caller-ID.
{{!}}
{{!}}✓
{{!}}-
{{!}}Enable CPD
{{!}}_cpd_enable
{{!}}Enables (or disables) {{Glossaryterm|term=Call Progress Detection}}.
{{!}}false
{{!}}✓
{{!}}-
{{!}}CPD Timeout (seconds)
{{!}}_cpd_timeguard
{{!}}Specifies the maximum time (in seconds) allowed for {{Glossaryterm|term=Call Progress Detection}} after the call is connected.
{{!}}3
{{!}}✓
{{!}}-
{{!}}Dial Prefix
{{!}}_prefix_dial_out
{{!}}The prefix to add to the phone number for outbound dialing. (This should only be used to add the country code, if desired. The <tt>+</tt> should not be added here, since it should already be configured in the dial plan.)
{{NoteFormat|If your application is not automatically detecting the caller’s number (ANI), you might have to use this setting to enter a country calling code, or use the audio prompts to ask callers to include their country code when manually entering their callback phone number.}}
{{!}}
{{!}}✓
{{!}}-
{{!}}Dial Retry Timeout (seconds)
{{!}}_dial_retry_timeout
{{!}}Time to wait (in seconds) before making another attempt to dial an outbound call, if the previous attempt failed.
{{!}}30
{{!}}✓
{{!}}-
{{!}}Max Dial Attempts
{{!}}_max_dial_attempts
{{!}}Maximum number of times to try dialing an outbound call.
{{!}}3
{{!}}✓
{{!}}-
{{!}}Min Time Before Callback (seconds)
{{!}}_min_time_before_callback
{{!}}Minimum time (in seconds) between the disconnection of the inbound call and the dialing of the outbound call.
{{!}}60
{{!}}✓
{{!}}-
{{!}}Snooze Duration (minutes)
{{!}}_snooze_duration
{{!}}Time to wait (in minutes) before dialing a caller who chose the "snooze" option from the menu.
{{!}}5
{{!}}✓
{{!}}-
{{!}}Pushed Callback Expiry Time (minutes)
{{!}}_pushed_callback_expiry_time
{{!}}Duration (in minutes) to keep user-originated callback sessions alive.
{{!}}120
{{!}}✓

{{!}}-
{{!}}Skill Expression
{{!}}_target
{{!}}The skill expression to use for targeting an agent. (Example: <tt>Billing>0&Collections>0</tt>)
{{!}}
{{!}}✓
{{!}}-
{{!}}Attach Userdata
{{!}}_attach_udata
{{!}}Specifies the format in which the user data should be attached to the interaction before it is routed to an agent.

*Selecting '''single_json''' will attach all user data as one JSON object (key: GMS_UserData).
*Selecting '''separate_keys''' will attach each user data as a separate key. (The name of the key will be the same as the user data key.)
{{!}}separate_keys
{{!}}✓
{{!}}-
{{!}}Business Hours
{{!}}_business_hours_service
{{!}}Name of the Business Hours entry for this VQ. This name must correspond to one of the entries in Business Hours.

*If '''Immediate Offer Hours''' is not configured, these hours apply to both immediate and scheduled callbacks.
*If '''Immediate Offer Hours''' is configured, these hours apply only to scheduled callbacks.
*For immediate callbacks, these hours indicate when immediate callback is to be offered (up until the time specified by '''Immediate Blackout''', if configured).
*For scheduled callbacks, these hours indicate when timeslots will be available for booking scheduled callbacks.
{{!}}
{{!}}✗
{{!}}-
{{!}}Immediate Offer Hours
{{!}}_immediate_offer_hours
{{!}}Name of the Business Hours object that defines the hours when Immediate callback is to be offered. This name must correspond to one of the entries in Business Hours. However, this option uses the timezone of the Designer application.

*Immediate callback will not be offered if the current time plus the '''Estimated Wait Time''' (EWT) is outside of the hours defined in '''Business Hours''' (_business_hours_service). For example, if Business Hours are set to Monday-Friday, 09:00 - 17:00, the EWT is 10 minutes, and the current time is Monday at 16:55, then Immediate callback will not be offered.
{{NoteFormat|
* This option disables both '''Immediate Enabled''' and '''Immediate Blackout (minutes)'''.
* If '''Immediate Offer Hours''' is configured, the override for offering Immediate callback configured in the '''Callback V2''' block is ignored.}}
{{!}}
{{!}}✗
{{!}}-
{{!}}Call Direction
{{!}}_call_direction
{{!}}Determines who will initiate the call to the target.
{{!}}USERTERMINATED
{{!}}(n/a)
{{!}}-
{{!}}Slot Capacity
{{!}}_max_request_by_time_bucket
{{!}}How many callbacks can be offered for each slot.
{{!}}5
{{!}}✗
{{!}}-
{{!}}Slot Duration (minutes)
{{!}}_request_time_bucket
{{!}}Duration (in minutes) of the time slots for scheduled callbacks.
{{NoteFormat|This value must be a divisor of 60. The recommended values are <tt>15</tt> (default), <tt>20</tt>, <tt>30</tt>, or <tt>60</tt>, with <tt>60</tt> being the maximum value you can use.}}
{{!}}15
{{!}}✗
{{!}}-
{{!}}Routing Point
{{!}}_route_point
{{!}}Routing Point (RP) to use for making the outbound call.
{{!}}
{{!}}✓
{{!}}-
{{!}}Callback Application
{{!}}_service
{{!}}The name of the Designer callback application.
{{!}}
{{!}}✓
{{!}}-
{{!}}Application Stream
{{!}}_stream
{{!}}Specifies the stream of the application (of '''Callback''' type) that will be used.
{{!}}Live
{{!}}✓
{{!}}-
{{!}}Callback TTL (seconds)
{{!}}_ttl
{{!}}Specifies how long (in seconds) the callback record is stored on the system. This setting is fixed at 14 days (starting from the Desired Callback Time) and cannot be changed.
{{!}}259200
{{!}}✓
{{!}}-
{{!}}}

{{AnchorDiv|webapi}}
{{NoteFormat|'''Web Callbacks (API)''': If you are booking callbacks directly with the API, not all settings in the CALLBACK_SETTINGS data table are taken into account. The parameters that are included with API callbacks are marked with a checkmark (✓) in the '''Web Callback''' column. Parameters with a crossmark (✗) can be checked manually with the appropriate API calls prior to booking the callback. For more information, see {{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=CallbackDeveloper|anchor=BookCallbackWithAPI|display text=Booking a callback using the callbacks create API}}.|}}
|Status=No
}}
}}

DES/Current/Designer/AnalyticsBar

2020-10-15T15:45:57Z

Bmarshall: Published

{{Article
|Standalone=No
|DisplayName=Designer Analytics
|TocName=Designer Analytics
|Context=Learn how Designer Analytics can provide you with a deeper insight into your contact center operations.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Administrator
|Application=Designer
|Section={{Section
|alignment=Vertical
|structuredtext=Designer Analytics is a powerful tool that provides a rich overview of your contact center operations. It features a series of informative [[#dashboards|dashboards]], each of which offers a variety of visualizations and in-depth reporting panels that highlight specific aspects of your operations.

You can track calling trends, monitor how callers are interacting with the applications, and quickly notice and react to any potential issues with the applications or system platform. It can quickly answer questions you might have about your operations, such as:

*How long are customers waiting for an agent?
*How many customer interactions did we receive yesterday? Last week? Last month?
*How many of our customers are contacting us from North America? Europe? Asia?

'''Key features'''

*Almost real-time reporting means that as soon as an application session ends, Designer Analytics can start using the data to build reports.
*90-day data retention, so you can see how your applications are performing over time.
*Advanced filtering options, so you can focus on the data you want to see.
|Status=No
}}{{Section
|sectionHeading=Session Detail Records
|alignment=Vertical
|structuredtext=The data contained in the Session Detail Records (SDR) is the "secret sauce" that Designer uses to generate the reporting data shown on the {{Link-SomewhereInThisManual|topic=AnalyticsBar|anchor=dashboards|display text=dashboards}}.

Each time an interaction is processed by an application, Designer creates a SDR. The fields within the SDR capture important details about the interaction, such as the starting time of the call, source and destination numbers, the block sequence (or path) that the caller took through the application, and the final status of the call (for example, the caller hung up or was connected to an agent).

{{NoteFormat| '''Sessions vs. Calls''': A ''session'' is not the same thing as a ''call''. Sessions are started each time a call (or interaction) is processed by an application. If an interaction is processed by multiple applications (or processed multiple times by the ''same'' application), multiple SDRs are created.}}

Designer assigns each interaction a unique ID that follows it through each session that is created, thus enabling you to track the entire journey of an interaction from start to finish, across each application that handles it. This makes SDRs useful for call flow analysis and troubleshooting.
|Status=No
}}{{Section
|sectionHeading=Dashboards
|alignment=Vertical
|structuredtext=Designer includes several {{Link-SomewhereInThisManual|topic=AnalyticsBar|anchor=dashtypes|display text=system dashboards}} that you can start using right away.

Each dashboard contains reporting panels that focus on a particular aspect of your operations. For example, panels might display results based on milestones, system errors, or the paths that callers took through an application.

Many of the panels also have options for viewing additional details about the data displayed (such as the query used to generate the results) or for changing the panel properties.

For more information about working with the dashboards, see {{Link-SomewhereInThisManual|topic=ManageDash|anchor=top|display text=Dashboard management}}.

{{AnchorDiv|dashtypes}}
===System dashboards===
The following system dashboards are included with Designer and ready to use. Use the dashboard icons to quickly navigate between the different types:
{{{!}} class="no-border wikitable"
{{!}}-
{{!}}{{!}}[[File:des_analytics_summary.png{{!}}40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=SummaryDash|anchor=top|display text=Summary}} provides a high-level overview of how application sessions are being handled across the platform.
{{!}}-
{{!}}{{!}}[[File:des_analytics_appdetails.png{{!}}40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=AppDetailsDash|anchor=top|display text=Application Details}} provides how customers are moving through the application flows, such as milestones reached, activities completed, and paths taken.
{{!}}-
{{!}}{{!}}[[File:des_analytics_duration.png{{!}}40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=DurationsDash|anchor=top|display text=Durations}} shows how much time customers are spending in various parts of the applications.
{{!}}-
{{!}}{{!}}[[File:des_analytics_data_tables.png{{!}}40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=DataTablesDash|anchor=top|display text=Data Tables}} displays disposition information for your applications in a spreadsheet-like table format.
{{!}}-
{{!}}{{!}}[[File:des_analytics_spikes.png{{!}}40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=SpikesDash|anchor=top|display text=Spikes}} displays the peaks in your application session counts over a specific period of time.
{{!}}-
{{!}}{{!}}[[File:des_analytics_heatmap.png{{!}}40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=HeatmapsDash|anchor=top|display text=Heatmap}} provides the intensity in occurrence (or "heat") of a particular item or event.
{{!}}-
{{!}}{{!}}[[File:des_analytics_path.png{{!}}40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=PathDash|anchor=top|display text=Path}} provides a visualization of how customers are moving through an application.
{{!}}-
{{!}}{{!}}[[File:des_analytics_sankey_path.png{{!}}40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=SankeyDash|anchor=top|display text=Sankey Path Analysis}} is similar to {{Link-SomewhereInThisManual|topic=PathDash|anchor=top|display text=Path}}, but generates the results based on milestones and menu inputs.
{{!}}-
{{!}}{{!}}[[File:des_analytics_sunburst_path.png{{!}}40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=SunburstDash|anchor=top|display text=Sunburst Path Analysis}} renders your reporting data as a sunburst graphic.
{{!}}-
{{!}}{{!}}[[File:des_analytics_inputs.png{{!}}40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=InputsDash|anchor=top|display text=Inputs}} provides information about how customers are responding to the various menu options.
{{!}}-
{{!}}{{!}}[[File:des_analytics_surveys.png{{!}}40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=SurveysDash|anchor=top|display text=Surveys}} provides a deeper look into the performance of your survey applications.
{{!}}-
{{!}}{{!}}[[File:des_analytics_extserv_icon.png{{!}}40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=ExtServDash|anchor=top|display text=External Services}} provides information about external requests made by the applications.
{{!}}-
{{!}}{{!}}[[File:des_analytics_routing_icon.png{{!}}40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=RoutingDash|anchor=top|display text=Routing Analysis}} provides details about routing sessions.
{{!}}-
{{!}}{{!}}[[File:des_analytics_busctrl_icon.png{{!}}40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=BusCtrlDash|anchor=top|display text=Business Controls}} provides details about Business Controls objects.
{{!}}-
{{!}}{{!}}[[File:des_analytics_bot_dash_icon.png{{!}}40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=BotsDash|anchor=top|display text=Bots}} provides details about the performance of your voice and chat bots.
{{!}}-
{{!}}{{!}}[[File:des_analytics_search_sdr.png{{!}}40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=SDRDash|anchor=top|display text=Session Detail Records}} displays some of the raw data contained in the Session Detail Records (SDRs).
{{!}}}
|Status=No
}}
}}

File:Des analytics bot dash icon.png

2020-10-15T15:43:17Z

Bmarshall:

File:Des bots dash no matched intent 2.png

2020-10-14T18:59:06Z

Bmarshall: Bmarshall uploaded a new version of File:Des bots dash no matched intent 2.png

DES/Current/Designer/BotRegistry

2020-10-14T18:34:01Z

Bmarshall: Published

{{Article
|Standalone=No
|DisplayName=Bot Registry
|TocName=Bot Registry
|Context=Use the '''Bot Registry''' to add and define the bot resources you want to use in your applications.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Administrator
|Application=Designer
|Section={{Section
|alignment=Vertical
|structuredtext=Designer supports several bot services providers, such as Google Dialogflow, Amazon Lex, and Genesys DialogFlow. If you have a bot resource set up with one of the supported providers, you can add it to the registry and use it in your applications.

See {{Link-SomewhereInThisVersion|manual=Designer|topic=BotBlock|display text=Bot Block}} to learn more about how to use bot resources in your applications.<br />
|Status=No
}}{{Section
|sectionHeading=Adding a new bot resource
|anchor=addbot
|alignment=Vertical
|structuredtext='''Watch:''' Add a bot resource to Designer

{{#widget:Vimeo|id=440114334|width=500}}

Click '''Add Bot Definition'''. Enter a '''Name''' for the bot resource and select the '''Type''' from the list of supported bot services providers.

[[File:Des_define_bot.png]]

For most of the bot services providers, you can click '''Submit''' and then enter the details manually. For example, here is an example of the properties for a '''LEX''' type bot:

[[File:des_bot_registry_lex_ex.png]]

However, for '''Dialogflow''' bots, you can import a JSON file that contains all of the required settings for your bot resource. You can export this file from your Dialogflow account page — if you need help doing this, see the documentation for your bot service.

[[File:Des_add_dialogflow_bot.png]]

After the settings for the Dialogflow bot are added, you can select an optional setting called '''Wait Conversation End'''. When enabled, the {{Link-SomewhereInThisVersion|manual=Designer|topic=BotBlock}} recognizes intents that are marked as end-of-conversation intents in the bot.

Here's an example of a Dialogflow bot with the settings imported and the '''Wait Conversation End''' option selected:

[[File:des_bot_registry_dialogflow_ex.png]]

After you've entered the settings for your bot, you can click '''Test Connection''' to check if Designer can communicate with it. When you are finished setting up the properties, click '''Save''' to add it to the registry.

After a bot resource is added to the registry, you can start using it in your applications by selecting the resource in a {{Link-SomewhereInThisVersion|manual=Designer|topic=BotBlock|display text=Bot Block}}.
|Status=No
}}
}}

File:Des bot registry lex ex.png

2020-10-14T17:54:28Z

Bmarshall:

File:Des bot registry dialogflow ex.png

2020-10-14T17:48:06Z

Bmarshall:

File:Des bot input settings 2.png

2020-10-07T17:34:06Z

Bmarshall:

Draft:PEC-ROU/Current/Designer

2020-10-07T02:19:43Z

Bmarshall:

{{MintyDocsManual
|manual=Admin
|alternateforms=Form:ArticleUnstructured, Form:GetStarted, Form:TaskSummary
|displayname=Designer User's Guide
|pagination=no
|topicslist=* -Get Started
** GetStarted
** Features
** ApplicationPhases
** Security
** AppStruc
** Blocks
** Variables
** SavePublish
** SupportedLanguages
** FileSizeRef
** SmartApp
** FirstApp
* -Applications
** ApplicationsBar
** ApplicationSettings
* -Modules
** SharedModulesBar
* -Resources
** MediaResources
** Personas
** IntelligentPrompts
** DigitalResourcesBar
* -Grammars & Bots
** SpeechGrammarsBar
** BotRegistry
* -Business Controls
** BusinessObjectsBar
** EmergencyFlags
** DesBusinessHours
** SpecialDays
** DataTables
* -Admin
** AdminBar
** Partitions
* -Using blocks
* -Logic and Control Blocks
** LogicCtrlBlocks
** AssignVar
** ChangeLang
** Classify
** ClickToCall
** GoTo
** Return
** Segmentation
** SharedMod
** TerminateCall
** TerminateChat
** ChangePersona
* -User Interaction Blocks
** UserIntBlocks
** BotBlock
** Menu
** MenuOption
** PlayMessage
** RecordCall
** RecordUtterance
** UserInput
** AutomatedMessage
** ChatMessage
** ChatCustomMessage
** ChatTranscript
** GetChatTranscript
** SendEmail
** SendSMS
* -Business Controls Blocks
** BusinessCtrlBlocks
** BusinessHrs
** DataTable
** Emergency
** SpecialDay
* -Routing Blocks
** RoutingBlocks
** QueryVQs
** RouteAgent
** RouteCall
** RoutingAlgorithms
** Route
** StartTreatment
** Transfer
** VoiceMail
** PredictiveRouting
* -Data Blocks
** DataBlocks
** CallData
** Statistic
** TxnList
* -External Services Blocks
** ExtServBlocks
** CustomService
** HTTPREST
* -Reporting Blocks
** ReportingBlocks
** Activity
** Milestone
** Debug
* -Callback Blocks
** CallbackBlocks
** CallbackV2
** CallbackASAP
** CallbackSched
** CallbackAvail
** CallbackCancel
** CallbackExisting
** ValidatePhoneNumber
** CallbackVqWatermark
* -Survey Blocks
** SurveyBlocks
** Survey
* -Designer Analytics
** AnalyticsBar
** ManageDash
** SummaryDash
** AppDetailsDash
** DurationsDash
** DataTablesDash
** SpikesDash
** HeatmapsDash
** PathDash
** SankeyDash
** SunburstDash
** InputsDash
** SurveysDash
** ExtServDash
** RoutingDash
** BusCtrlDash
** SDRDash
** BotsDash
** SdrRef
* -Troubleshooting
** Troubleshooting
* -SmartApp
* -Store
** Store
** MicroApps
** IdVerify
* New entry
|defaultform=Form:Article
|inherit=no
}}
{{Article}}