Genesys Documentation - User contributions [en]

PEC-GPA/Current/Administrator/GplusTroubleshoot90

2022-10-04T19:57:01Z

Mwest: Published

{{Article
|Standalone=No
|DisplayName=Troubleshooting Gplus Adapter Integration with Salesforce
|TocName=Troubleshooting
|Context=If you are having issues with Gplus Adapter integration with Salesforce, you can try some of these solutions.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Administrator
|Section={{Section
|sectionHeading=Expanded troubleshooting notifications
|alignment=Vertical
|structuredtext=To configure troubleshooting and confirmation notifications, in the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Agent_Annex|anchor=AgentAnnex|display text=Agent Annex}}''' or '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Agent_Annex|anchor=AgentGroupAnnex|display text=Agent Group Annex}}''', create the '''salesforce.debug-notifications''' key in the '''crm-adapter''' section and set the value to '''true'''.
|Status=No
}}{{Section
|sectionHeading=Salesforce Client API saveLog() method error Notifications
|anchor=saveLogNotifications
|alignment=Vertical
|structuredtext=To troubleshoot Salesforce Client API '''saveLog()''' method errors, Gplus Adapter can display notifications. To fix '''saveLog()''' method errors, validate your Salesforce configuration, and ensure that the interaction data matches your Salesforce configuration.

The following are examples of Salesforce error notifications when the Salesforce '''saveLog()''' method is called: <ul>
<li>Mismatch between the name of the field in {{Link-SomewhereInThisVersion|manual=Administrator|topic=GplusActivityHistory90|anchor=Mapping|display text=custom field mapping}} and Salesforce field label for Activity object.
[[File:GAPI_900_Gplus_Field_Mismatch_Error.png|400px]]
</li>
<li>When interaction userData type does not match Salesforce object custom field data type.
[[File:GAPI_900_Gplus_Type_Mismatch_Error.png]]
</li>
<li>When Salesforce Object validation rule formula results in an error.
[[File:GAPI_900_Gplus_Object_Doesnt_Match_Error.png]]
</li>
</ul>
|Status=No
}}{{Section
|sectionHeading=Expanded screen pop events notifications
|anchor=ScreenPopNotifications
|alignment=Vertical
|structuredtext=For troubleshooting purposes, you can configure Gplus Adapter to display the same notifications in Agent Workspace when Screen Pop events are successful or unsuccessful. To enable this feature, in the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Agent_Annex|anchor=AgentAnnex|display text=Agent Annex}}''' or '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Agent_Annex|anchor=AgentGroupAnnex|display text=Agent Group Annex}}''', create the '''salesforce.debug-notifications''' key in the '''crm-adapter''' section and set the value to '''true'''. Refer to {{Link-SomewhereInThisVersion|manual=Administrator|topic=GplusScreenPop90|anchor=screenpoplogic|display text=Gplus Adapter screen pops}} for information about the screen pop search process and options.

This screenshot provides an example of a confirmation notification:

[[File:GPA 900 Screen Pop Notification Sample.png]]

The notifications follow this basic form:
===Media type===
If the interaction media type is available, Gplus Adapter displays the ANI, DNIS, email address, and so on, in this line. For voice interactions, the phone number that is displayed is dependent on the options configured in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Agent Setup}}.
===userData KVP match===
The user Data KVP match lines provides information about whether Gplus Adapter found key names in the interaction '''userData''' that matched '''id_''', '''cti_''', or a KVP specified by the '''RegEx to Match UserData''' option in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Agent Setup}}.
===Salesforce search result===
Gplus Adapter displays the number of matching records found and record type and name information based on the {{Link-SomewhereInThisVersion|manual=Administrator|topic=GplusScreenPop90|anchor=screenpoplogic|display text=Salesforce record search}}.
===Finding your notifications in Agent Workspace===
In Agent Workspace, notifications display for a short time. To access all the notifications, open the Agent Workspace '''Notifications''' view from the {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADNav|anchor=Bars|display text=Side Bar}}.
|Status=No
}}{{Section
|sectionHeading=Gplus information in browser log
|anchor=BrowserLog
|alignment=Vertical
|structuredtext====crm-adapter option browser log messages===
For troubleshooting purposes, Gplus Adapter writes the list of all agent level '''crm-adapter''' option settings to the browser log.

To find the list of configured Gplus Adapter options, search the log for the following string: '''Gplus Adapter options'''
|Status=No
}}
}}

PEC-AS/Current/ManageCC/Agent options overview

2022-08-16T14:00:33Z

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

{{TaskSummary
|DisplayName=Agent settings overview
|Application=Agent Setup
|Role=Administrator
|TocName=Agent settings overview
|ComingSoon=No
|Context=Learn about the features and controls that enable an agent to handle interactions and other key tasks.
|overviewtext=When it's time to enable all the features and controls that make your agent’s job possible and manageable, you should think of the agent’s workday as a series of stages. In each stage, there’s a myriad of options and controls that enable the agent to complete that stage before moving on to the next. Let’s look at the stages and the configurable options that apply to each.
|TSSection={{TSSection
|sectionheading=Logging in
|description=The first thing an agent does is log in. This can include login to Agent Workspace, Team Communicator email, the intranet, and other internal resource sites.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Global_Login|display text=Global login}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Single_Sign-On|display text=Single Sign-On}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Service_Client_options|display text=Auto login}}
}}{{TSSection
|sectionheading=Receiving a call or message
|description=When an agent receives a call or message, the information the agent receives about the incoming call or message and the actions the agent takes from that point on is determined by the options you configure.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Screen Pop options}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Case_and_toast_data|display text=Case and toast data}}
*Accepting and rejecting a call - Auto answer and decline options:
**{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Voice_options|display text=Voice}}
**{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Email_options|display text=Email}}
**{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Chat_options|display text=Chat}}
**{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Facebook_options|display text=Facebook}}
**{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Twitter_options|display text=Twitter}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Voice_options|display text=Caller ID options}} (See also {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Caller_ID|display text=Add and manage Caller ID}})
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Outbound_options|display text=Outbound options }}
}}{{TSSection
|sectionheading=Call handling and control
|description=This stage includes everything from how the agents answer, make, or schedule a call, forward a call or email, switch between channels, handle call conferencing, how they place a call on hold, and so on.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Voice_options|display text=Forwarding a voice call}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Voice_options|display text=Hold options for the Voice channel}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Voice_options|display text=Conferencing options for the Voice channel}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Voice_options|display text=Transferring options}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Recording_options|display text=Call and screen recording options for Voice}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Genesys_Softphone|display text=Microphone and speaker options for Genesys Softphone}}
}}{{TSSection
|sectionheading=Finding answers
|description=There are going to be times when agents will need to obtain information from an internal or external source in the middle of the a customer interaction. The agent might obtain this information from an internal source, such as another agent, supervisor, or department, or the agent might look to external sources, such as websites, for the answers.
|relatedarticles=Internal:

*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Standard_Response_Library_options|display text=Standard response library}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Interaction_history_advanced_search|display text=Interaction history search options}}

External

*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=External_URLs|display text=External URLs}}
}}{{TSSection
|sectionheading=Working with contacts
|description=Agents also deal with contact records – this is stored information about each and every contact they interact with. You’ll need to determine how the agents will find these records and interaction history and whether they can create contact records.
|relatedarticles=Contacts and contact management.

*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Contacts|display text=Contacts and contact management options}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Work_with_Global_Favorites|display text=About Global Favorites}}

Configurable options by channel:

*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Voice_options|display text=Voice}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Chat_options|display text=Chat}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Email_options|display text=Email}}
}}{{TSSection
|sectionheading=Post-interaction tasks
|description=When an interaction with a customer ends, the agent will always have wrap-up work to do. This can include dispositioning the interaction, making notes about the interaction, scheduling a followup call, etc. Here are the related tasks:
|relatedarticles='''Dispositions''':
{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Dispositions|display text=General information about dispositions}}

Disposition options are available for all channels:

*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Voice_options|display text=Voice}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Email_options|display text=Email}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Chat_options|display text=Chat}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Facebook_options|display text=Facebook}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Twitter_options|display text=Twitter}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Workitem_options|display text=Workitem}}

Options related to post call duration and marking records after an interaction has ended are available for the {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Voice_options|display text=Voice}} channel.

'''Activity reports and statistics''':

*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=My_Channels_options|display text=My Channels options}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Statistics_options|display text=Agent Workspace statistics}}
}}
}}

PEC-AS/Current/ManageCC/Bulk operations

2022-08-16T14:00:33Z

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

{{Article
|Standalone=No
|DisplayName=Bulk import
|TocName=Bulk import
|Context=Learn how to import multiple agents or contacts using Agent Setup's Bulk Import feature.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Administrator
|Application=Agent Setup
|Section={{Section
|sectionHeading=About bulk import
|alignment=Vertical
|structuredtext={{NoteFormat|Some features described here may not apply to your organization’s setup. If you need features that aren’t available to you, contact your administrator or Genesys representative.|1}}
As you set up and maintain your call center, you may sometimes need to input a large amount of data into the system. Using Agent Setup, you can import agent accounts and customer contact records in bulk, making the process smoother and more reliable.

To create, modify, or delete large numbers of agents/agent groups, upload a comma-separated value (CSV) file containing new and changed agent information. Create/modify values in the appropriate {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Bulk_operations|anchor=CSVParameters|display text=columns}} for the agent. When you import the CSV file into Agent Setup, the agents listed in the file are created, modified, or deleted, based on the action to be taken as indicated in the Action column.
{{NoteFormat|You can also use a .xls file for Import. But, the content structure of the .xls file should be in CSV format.
}}
===About CSV files===
{{NoteFormat|
*The .csv file must be a text file in a comma-separated format.<br/.>
*The first line of the .csv file must contain user properties, and each line thereafter must represent a separate user.}}When you {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Bulk_operations|anchor=howtoimport|display text=import}} a .csv file, each parameter value is updated according to the following rules:

*If a value is present, the new value replaces the previous value.
*If an empty value is encountered, no change is made.
*If the value includes <code>/d</code> , the attribute is deleted.
*If no corresponding record is found, an error message is logged and the update continues to process.
|Status=No
}}{{Section
|sectionHeading=How do I import a file?
|anchor=howtoimport
|alignment=Vertical
|structuredtext={{Section
|sectionHeading=
|anchor=|alignment=Vertical|structuredtext=
To import a .csv/.xls file:
#Go to '''Data Tools''' > '''Bulk Import''' in the Agent Setup application menu.
#Click the icon in the '''Source File''' field and, using the file browser, select your CSV file.
#Optional. Select a template from the Template drop-down list, if you have already defined the template. See {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Templates|display text=Templates}} section on creating templates.
#Check the '''Validate''' checkbox if you want to ensure that the CSV file is structured correctly.
#Click '''Import'''.
#Go to '''Users''' tab to verify if all the agents are imported.

{{NoteFormat|The CSV file is validated for the structure, data type, and availability of mandatory fields. If any errors are thrown during validation, open your CSV file and fix the errors and import again.}}
|Media=Video
|image=173845412
}}
|Status=No
}}{{Section
|sectionHeading=How do I stop an import?
|alignment=Vertical
|structuredtext={{Section
|sectionHeading=
|anchor=|alignment=Vertical|structuredtext=[[File:AS_Bulk_Import_GAPI27146.png]]

When you stop an import, a window asks you to confirm that you really want to stop the import. After you click '''Stop''', agent records that were imported before you clicked [[File:UmgrIconCancel.png|Link=]] are retained and the import process does not proceed. By clicking '''Stop''', you are not cancelling the entire import.
}}
|Status=No
}}{{Section
|sectionHeading=Import agent accounts
|anchor=CSVParameters
|alignment=Vertical
|structuredtext=By importing a large number of agent accounts at one time, you won't need to add the accounts one at a time and you can apply a template to configure options, such as DN, place, person, and log in options, to all accounts.
===CSV file parameters===

{{{!}} class="wikitable"
{{!}}-
!{{!}}'''Property'''
!{{!}}'''Type'''
!{{!}}'''Mandatory?'''
!{{!}}'''Action'''
!{{!}}'''Description'''
{{!}}-
{{!}}{{!}}Username
{{!}}{{!}}String
{{!}}{{!}}Yes
{{!}}{{!}}ADD, UPDATE, DELETE
{{!}}{{!}}The unique username of the agent or user.
{{!}}-
{{!}}{{!}}First Name
{{!}}{{!}}String
{{!}}{{!}}Yes
{{!}}{{!}}ADD, * needed for UPDATE if First Name change
{{!}}{{!}}The first name of the agent or user.
{{!}}-
{{!}}{{!}}Last Name
{{!}}{{!}}String
{{!}}{{!}}Yes
{{!}}{{!}}ADD, * needed for UPDATE if Last Name change
{{!}}{{!}}The last name of the agent or user.
{{!}}-
{{!}}{{!}}Email
{{!}}{{!}}String
{{!}}{{!}}No
{{!}}{{!}}
{{!}}{{!}}The agent or user's email address.
{{!}}-
{{!}}{{!}}Extension
{{!}}{{!}}String
{{!}}{{!}}No
{{!}}{{!}}/d to unassign and delete /r to unassign only
{{!}}{{!}}The extension #1 of the agent. A place is also created if the extension is specified.
{{!}}-
{{!}}{{!}}Extension2
{{!}}{{!}}String
{{!}}{{!}}No
{{!}}{{!}}/d to unassign and delete /r to unassign only
{{!}}{{!}}The extension #2 of the agent. A place is also created if the extension is specified.
{{!}}-
{{!}}{{!}}Extension3
{{!}}{{!}}String
{{!}}{{!}}No
{{!}}{{!}}/d to unassign and delete /r to unassign only
{{!}}{{!}}The extension #3 of the agent. A place is also created if the extension is specified.
{{!}}-
{{!}}{{!}}Folder
{{!}}{{!}}String
{{!}}{{!}}No
{{!}}{{!}}
{{!}}{{!}}The folder path to root folder (Persons) where new agent or user is created. For example, Company/Department/Team.
{{!}}-
{{!}}{{!}}Place Name
{{!}}{{!}}String
{{!}}{{!}}No
{{!}}{{!}}/d to unassign and delete /r to unassign only
{{!}}{{!}}The place name #1 of the agent. The place name "Extension" is used if not specified.
{{!}}-
{{!}}{{!}}Place Name2
{{!}}{{!}}String
{{!}}{{!}}No
{{!}}{{!}}/d to unassign and delete /r to unassign only
{{!}}{{!}}The place name #2 of the agent. The place name "Extension2" is used if not specified.
{{!}}-
{{!}}{{!}}Place Name3
{{!}}{{!}}String
{{!}}{{!}}No
{{!}}{{!}}/d to unassign and delete /r to unassign only
{{!}}{{!}}The place name #3 of the agent. The place name "Extension3" is used if not specified.
{{!}}-
{{!}}{{!}}Default Place
{{!}}{{!}}String
{{!}}{{!}}No
{{!}}{{!}}
{{!}}{{!}}The name of the Default Place.
{{!}}-
{{!}}Person DBID
{{!}}Numeric
{{!}}No
{{!}}UPDATE, DELETE
{{!}}Person Database Identifier. Used as the primary key when utilizing Bulk Import to update a username or export users.
{{!}}-
{{!}}{{!}}Employee ID
{{!}}{{!}}String
{{!}}{{!}}Yes
{{!}}{{!}}ADD
{{!}}{{!}}The employee identifier of the agent.
{{!}}-
{{!}}{{!}}Change Password
{{!}}{{!}}Boolean
{{!}}{{!}}No
{{!}}{{!}}
{{!}}{{!}}Specifies that the user will be prompted to change the password on their next log in.
{{!}}-
{{!}}{{!}}Enabled
{{!}}{{!}}Boolean
{{!}}{{!}}No
{{!}}{{!}}
{{!}}{{!}}Y specifies that the agent account is enabled. N specifies that the agent account is disabled.
{{!}}-
{{!}}{{!}}Is Agent
{{!}}{{!}}Boolean
{{!}}{{!}}Yes
{{!}}{{!}}ADD
{{!}}{{!}}
*Specifies that this user is an agent. If this field is set to a Y but the Is Supervisor field is not, only the Agent Login, DN, and Places for the agent are created. If the Is Supervisor field is set to a Y, additional supervisor features and permissions are enabled.
*If the user is an administrator, this field is not required.
{{!}}-
{{!}}{{!}}External ID
{{!}}{{!}}String
{{!}}{{!}}No
{{!}}{{!}}
{{!}}{{!}}Any external ID used to identify the user.
{{!}}-
{{!}}{{!}}Login ID
{{!}}{{!}}String
{{!}}{{!}}No
{{!}}{{!}}
{{!}}{{!}}The user's login ID.
{{!}}-
{{!}}{{!}}Is Supervisor
{{!}}{{!}}Boolean
{{!}}{{!}}No
{{!}}{{!}}
{{!}}{{!}}Y specifies that this user is a supervisor. If this is the case, the Is Agent field must be set to Y. At that point, all required desktop logins and features are enabled, along with the required supervisor features and permissions.
{{!}}-
{{!}}{{!}}Is Admin
{{!}}{{!}}Boolean
{{!}}{{!}}No
{{!}}{{!}}
{{!}}{{!}}Y specifies that this user is an administrator. If this is the case, the Is Agent field (and Is Supervisor field) is not required.
{{!}}-
{{!}}{{!}}Wrap Up Time
{{!}}{{!}}Numeric
{{!}}{{!}}No
{{!}}{{!}}
{{!}}{{!}}The number of seconds an agent remains in ACW after call is disconnected. This field applies only to voice calls.
{{!}}-
{{!}}{{!}}VoiceMail.MailBox
{{!}}{{!}}String
{{!}}{{!}}No
{{!}}{{!}}
{{!}}{{!}}If specified, populate the following option to the Annex of all associated Agent log ins: 
AgentLoginAnnex:TServer/gvm_mailbox. Valid values: numerical (12345)
{{!}}-
{{!}}{{!}}Recording.Hierarchy
{{!}}{{!}}String
{{!}}{{!}}No
{{!}}{{!}}
{{!}}{{!}}If specified, populate the following option to the Agent's Annex:[recording] agent_hierarchy.
{{!}}-
{{!}}{{!}}SIP Phone Type
{{!}}{{!}}String
{{!}}{{!}}No
{{!}}{{!}}
{{!}}{{!}}The type of SIP phone the agent is using as a softphone.
{{!}}-
{{!}}{{!}}Skill:
{{!}}{{!}}Numeric
{{!}}{{!}}No
{{!}}{{!}}
{{!}}{{!}}The number that identifies the agent's skill level for the specified skill.
{{!}}-
{{!}}{{!}}Switch:
{{!}}{{!}}Boolean
{{!}}{{!}}No
{{!}}{{!}}
{{!}}{{!}}'''Y''' means that a DN and Agent Login are created for the agent on the specified switch.
{{!}}-
{{!}}{{!}}AgentG:
{{!}}{{!}}Boolean
{{!}}{{!}}No
{{!}}{{!}}
{{!}}{{!}}'''Y''' means that the agent is added to the specified agent group.
{{!}}-
{{!}}{{!}}Annex
{{!}}{{!}}String
{{!}}{{!}}No
{{!}}{{!}}
{{!}}{{!}}Any custom Annex value. For example, column name '''Annex:htcc/roles''' with a value of '''Agent'''. 
{{NoteFormat|The Annex property column in the .csv file is specified as <tt>Annex:<name_section/name_option></tt>, if the Annex value remains empty Annex is written as <tt>Annex: <></tt>.}}
{{!}}-
{{!}}{{!}}Action
{{!}}{{!}}String
{{!}}{{!}}No
{{!}}{{!}}
{{!}}{{!}}ADD adds a new agent. UPDATE updates an existing agent. DELETE removes an existing agent.
{{!}}}

===CSV file example===
<tt>First Name,Last Name,Employee Id,Username,Is Agent,Is Supervisor,Is Admin,External Id,Login ID,Extension,Skill:English,Switch: San Fran,Switch: London,AgentG:Good,AccessG: Super,Annex,Action,Folder,Wrap Up Time,Enabled 
Sarah,Lee,223344,sarahl@acme.com,N,Y,Y,ADD,Acme/Branch/Team 1,60 
John,Doyle,223465,johnd@acme.com,Y,N,N,2233,1,Y,N,ADD,Acme/Branch/Team 2,0 
Robert,Cook,244456,bobc@acme.com,Y,Y,Y,johnd@acme.com,5,Y,Y,ADD,Acme/Branch/Team 3,60,Y</tt>

{{NoteFormat|Bulk imports do '''not''' include the '''Password''' field in the imported file. A default password is associated to each user account in the imported file. The format of the default password is: ''<username>''-''<Month>''-''<year>'', where ''<Month>'' is the three-digit abbreviation for the month. For example, <tt>hjackson-Feb-2017</tt>. The '''Reset Password''' option is automatically enabled when adding or importing new users, so all users are prompted to reset their password the next time that they log in.|}}
|Status=No
}}{{Section
|sectionHeading=Import multiple contacts
|alignment=Vertical
|structuredtext=By importing contact records with Bulk Import, you can avoid having agents add contacts manually.

{{NoteFormat|After importing customer contact records, you must log into Agent Workspace and use {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcontacts|display text=Contact Directory}} to view the imported records.|}}
{{NoteFormat|All properties should be included in the CSV file in the order presented below and all properties are mandatory with only one exception—when using the DELETE action, the phone number property of the CSV file can be left blank.|2}}
===CSV file parameters===

{{{!}} class="wikitable"
{{!}}-
!{{!}}'''Property'''
!{{!}}'''Type'''
!{{!}}'''Mandatory?'''
!{{!}}'''Action'''
!{{!}}'''Description'''
{{!}}-
{{!}}Action
{{!}}String
{{!}}Yes
{{!}}ADD or A 
UPDATE or CHANGE or C 
DELETE or D 
The default value is ADD and the values are case-insensitive.
{{!}}ADD adds a new contact. UPDATE updates an existing contact. DELETE removes an existing contact.
{{!}}-
{{!}}{{!}}First Name
{{!}}{{!}}String
{{!}}{{!}}Yes
{{!}}{{!}}ADD, * needed for UPDATE if First Name change
{{!}}{{!}}The first name of the contact.
{{!}}-
{{!}}{{!}}Last Name
{{!}}{{!}}String
{{!}}{{!}}Yes
{{!}}{{!}}ADD, * needed for UPDATE if Last Name change
{{!}}{{!}}The last name of the contact.
{{!}}-
{{!}}{{!}}Phone Number
{{!}}{{!}}String
{{!}}{{!}}Yes
{{!}}{{!}}
{{!}}{{!}}The contact's phone number.
{{!}}} 

{{NoteFormat|
* Contacts are identified by combination of First Name and Last Name fields for DELETE and UPDATE actions.
* UPDATE action replaces the first Phone Number attribute value of a contact.
* ADD action checks if there is an existing contact with the same FirstName, LastName, and PhoneNumber attributes. If it exist, the new contact will not be created.}}
|Status=No
}}{{Section
|sectionHeading=Import Agent Groups
|alignment=Vertical
|structuredtext=You can also import a large number of agent groups at one time. Use the following parameters in the CSV file.
 
{{{!}} class="wikitable"
{{!}}-
!{{!}}'''Property'''
!{{!}}'''Type'''
!{{!}}'''Mandatory?'''
!{{!}}'''Action'''
!{{!}}'''Description'''
{{!}}-
{{!}}{{!}}Agent Group Name
{{!}}{{!}}String
{{!}}{{!}}Yes
{{!}}{{!}}ADD, UPDATE, DELETE
{{!}}{{!}}The unique name of the Agent Group.
{{!}}-
{{!}}{{!}}Folder
{{!}}{{!}}String
{{!}}{{!}}No
{{!}}{{!}}ADD, UPDATE
{{!}}{{!}}Folder of the Agent Group (by default it will be tenant/Root).
{{!}}-
{{!}}{{!}}Skill Expression
{{!}}{{!}}String
{{!}}{{!}}No
{{!}}{{!}}ADD, UPDATE
{{!}}{{!}}Specify which agents will belong to virtual Agent Group, using expression. It also specifies if the Agent Group is virtual or not.
{{!}}-
{{!}}{{!}}Caller ID
{{!}}{{!}}String
{{!}}{{!}}No
{{!}}{{!}}ADD, UPDATE, DELETE
{{!}}{{!}}Specifies the Caller ID attribute that is assigned to the Agent Group.
{{!}}-
{{!}}{{!}}Annex
{{!}}{{!}}Annex:<nowiki><section/key></nowiki>
{{!}}{{!}}No
{{!}}{{!}}ADD, UPDATE, DELETE
{{!}}{{!}}Any value from Annex of Agent Group user would like add/update/delete.
{{!}}-
{{!}}{{!}}Origination DN
{{!}}{{!}}Origination DN:<name>
{{!}}{{!}}No
{{!}}{{!}}ADD, UPDATE, DELETE
{{!}}{{!}}Specifies the list of DNs from which calls can be routed or diverted.
{{!}}-
{{!}}{{!}}Agent Group Action
{{!}}{{!}}Enum
{{!}}{{!}}Yes
{{!}}{{!}} -
{{!}}{{!}}ADD adds a new Agent Group.
UPDATE updates an existing Agent Group.
DELETE removes an existing Agent Group.
{{!}}}
 
|Status=No
}}
}}

PEC-AS/Current/ManageCC/Case and toast data

2022-08-16T14:00:32Z

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

{{Article
|Standalone=No
|DisplayName=Case and toast data
|TocName=Case and toast data
|Context='''Case Data''' specifies the information to be displayed to agents when a call, chat, or other interaction is transferred to them.

'''Toast Data''' specifies the information to be displayed to agents when they directly receive a call, chat, or other interaction.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Administrator
|Application=Agent Setup
|Section={{Section
|sectionHeading=Case Data
|anchor=CaseData
|alignment=Vertical
|structuredtext=On the '''Case Data''' page, you can specify the information to be displayed to agents when a call, chat, or other interaction is transferred to them.

===Creating a sharable Case Data business attribute===

Case data can be used as sharable business attributes for agents, agent groups, and the global contact center. To view an article about how to create sharable business attributes, see {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Business_attributes}}.

{{NoteFormat|
* To view an example of Case Data in Agent Workspace, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADhist|anchor=casedata}} in ''Agent Workspace Agent's Guide''.
* In the table of configured Case Data, in addition to selecting and adding Case Data, you can also filter items using the '''Quick Filter''' field, and '''Delete''' Case Data.|2}}

===Selecting Case Data===
{{Section
|sectionHeading=
|anchor=|alignment=Vertical|structuredtext=[[File:ASSelectCaseData.png]]

<ol>
<li>Select a business attribute:
<ol type=a>
<li> Select the folder you want to view from the '''Folder''' drop-down list box.</li>
<li> Click the second drop-down list box and select the business attribute for the Disposition.
You can consider a business attribute to be the container that holds a list of Dispositions that have a common theme. 
</li>
</ol>
</li>
<li> Select a Case Data from the list.
</li>
</ol>
}}

===Adding Case Data===
{{Section
|sectionHeading=
|Media=Image|anchor=|alignment=Horizontal|structuredtext=
Select the folder you want to view from the '''Folder''' drop-down list box.
# Click the second drop-down list box and select the business attribute into which you want to add the Case Data.
# Click '''Add'''.
#Specify a name and display name.
#Select '''Mandatory''' to specify that the case data is mandatory.
#Enable the '''Read Only''' option if you do not want the agent to be able to update the data. Or, select a data validation type, such as '''Boolean''', '''String''', '''Integer''', or '''Enum''' which allows the agent to edit the data. If the case data is mandatory, the '''Read Only''' option is disabled.
|image=ASAddCaseData.png
}}{{NoteFormat|To configure the order in which the case is displayed in the UI, click '''Sort Case Data''' and follow the instructions in the dialog box.}}{{NoteFormat|To add a new folder to the list, you can do one of the following:
* Click '''Add Folder'''; or
* To add a subfolder, click the '''Folder''' drop-down list box, select a folder, and then click the '''Add folder''' icon.|2}}{{AnchorDiv|ToastData}}
|Status=No
}}{{Section
|sectionHeading=Toast Data
|anchor=ToastData
|alignment=Vertical
|structuredtext=On the '''Toast Data''' page, you can specify the information to be displayed to the agent when they receive a call, chat, or other interaction.

===Creating a sharable Toast business attribute===

Toast Data can be used as sharable business attributes for agents, agents groups, and the global contact center. To view an article about how to create sharable business attributes, see {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Business_attributes}}.

{{NoteFormat|
* To view an example of Toast Data in Agent Workspace, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADhist}} in ''Agent Workspace Agent's Guide''.
* In the table of configured Toast Data, in addition to selecting and adding Toast Data, you can also filter items using the '''Quick Filter''' field, and '''Delete''' Toast Data.|2}}
|Status=No
}}{{Section
|sectionHeading=Selecting Toast Data
|alignment=Vertical
|structuredtext=[[File:ASSelectToastData.png]]

<ol>
<li>Select a business attribute:
<ol type="a">
<li> Select the folder you want to view from the '''Folder''' drop-down list box.</li>
<li> Click the second drop-down list box and select the business attribute for the Disposition.
You can consider a business attribute to be the container that holds a list of Dispositions that have a common theme. 
</li>
</ol>
</li>
<li> Select a Toast Data from the list.
</li>
</ol>
|Status=No
}}{{Section
|sectionHeading=Adding Toast Data
|alignment=Horizontal
|Media=Image
|image=AS_ToastDataSort_GAPI-26514.png
|structuredtext=Select the folder you want to view from the '''Folder''' drop-down list box.

#Click the second drop-down list box and select the business attribute into which you want to add the Toast Data.
#Click '''Add'''.
#Specify a name and display name.
|structuredtextwide={{NoteFormat|To configure the order in which the toast data is displayed in the UI, click '''Sort Toast Data''' and follow the instructions in the dialog box.|}}
|Status=No
}}
|fullwidth=No
}}
{{NoteFormat|To add a new folder to the list, you can do one of the following:
* Click '''Add Folder'''; or
* To add a subfolder, click the '''Folder''' drop-down list box, select a folder, and then click the '''Add folder''' icon.|2}}

PEC-AS/Current/ManageCC/Multi-channel

2022-08-16T14:00:27Z

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

{{Article
|Standalone=No
|DisplayName=Configure a multi-channel contact center
|TocName=Configure a multi-channel contact center
|Context=Learn how to configure a multi-channel contact center and how to enable multiple channels for a single agent.
|ComingSoon=No
|Section={{Section
|sectionHeading=What are interaction channels?
|alignment=Vertical
|structuredtext=An interaction channel is simply a medium of interaction between you and your customer, such as telephone (voice), email, and Facebook.

In Agent Setup, the available channels are as follows:

*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Voice_options|display text=Voice}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Email_options|display text=Email}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Chat_options|display text=Chat}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Facebook_options|display text=Facebook}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Twitter_options|display text=Twitter}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Outbound_options|display text=Outbound}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Workitem_options|display text=Workitem}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Multi-channel|anchor=alto|display text=Genesys Predictive Engagement for chat}} (available in the new Agent Workspace only)
|Status=No
}}{{Section
|sectionHeading=Configure a multi-channel contact center
|alignment=Vertical
|structuredtext=If your contact center interacts with customers on many different channels, such as voice (telephone), email, chat, and Facebook, you'll need to configure your contact center and your agents accordingly. This requires completing main tasks:

*Specify the channels that apply to your contact center.
*Specify the channels that apply to an individual agent. {{NoteFormat|The only exception applies to the Genesys Predictive Engagement for Chat channel. See the Enable Genesys Predictive for Chat section below for details.|}}

===Enable channels for the global contact center===
This is the first step in the process. If you don't complete this action first, you won't be able to assign interaction channels to individual agents.

To enable the channels that your contact center will use on any given day:

#Go to '''Contact Center Settings > Desktop Options > Channels and options'''.
#Click the channels that apply to your contact center.
#Go to each channel option to apply individual channel settings.

====Assign channels to a single agent====
Once you specify the channels that your contact center will use, you'll need to assign channels to the agents every time you create a new agent.

On the '''User > New User''' page, the list of channels you configured for your global contact center appear in the Channels menu. Select the channels that apply to the agent you're creating.

Now, when that agent logs in to their desktop application (Agent Workspace, for example), the channels appear on their My Channels tab of their dashboard. [[File:AS AgentChannels.png|center|800px]]
|Status=No
}}{{Section
|sectionHeading=Enable Genesys Predictive Engagement for Chat
|anchor=alto
|alignment=Vertical
|structuredtext=If you have the newest version of Agent Workspace with Predictive Engagement capabilities, you can enable the Genesys Predictive Engagement for Chat channel in Agent Setup.

Unlike all other channels, this channel can not be enabled at the global contact center level; you must enable it when you create a new agent on the '''User > New User''' page in the Agent Setup application. For more information, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADPredictive_Engagement|display text=Predictive Engagement Chat Interaction}}.
|Status=No
}}{{Section
|sectionHeading=Configure Capacity Rules
|alignment=Vertical
|structuredtext=Capacity rules control how many interactions and what type of interactions an agent can receive at one time. If you have a multi-channel contact center.
|Status=No
}}{{Section
|sectionHeading=Enable multi-media agents
|alignment=Vertical
|structuredtext=A multimedia agent handles non-voice calls only. If you have these agents in your contact center, you must enable the Multimedia Agent option when you create the new user.

 To do this, create or edit the new user and then enable the Multimedia Agents option.
|Status=No
}}
}}

PEC-AS/Current/ManageCC/Voice options

2022-08-16T14:00:19Z

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

{{Article
|Standalone=No
|DisplayName=Voice channel options
|TocName=Voice channel options
|Context=Learn about the Voice channel options available in Agent Setup.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Administrator
|Application=Agent Setup
|Section={{Section
|alignment=Horizontal
|Media=Image
|image=ASVoice2.png
|structuredtext=In the '''Voice''' section of the '''Contact Center Settings''' page, configure the following options:

*'''Voice Auto Answer''' specifies that voice interactions are automatically answered when an agent receives the invitation.
*'''Voice Auto Answer On Active Call''' specifies that a voice interaction is not automatically answered if the agent has another active call.
*'''Voice Forward''' enables agents to forward voice calls.
*'''DTMF Tone''' specifies to play a tone when the agent selects a DTMF key.
*'''Voice Auto Ready''' places the agent in the Ready state as soon as they log in.
*'''Auto Not Ready Reason''' places the agent in Not Ready state as soon as they log in. When you select this option, define the default Not Ready reason code.
*'''Show Post Call Duration''' allows the post-call duration for a voice call to be shown in the interaction bar's tool tip area.
|structuredtextwide=*'''Show Hold Indication Timer''' allows the hold duration to be shown to the agent in the interaction bar.
*'''Release Voice Calls while on Hold''' enables agents to manually end voice calls that are on hold.
*'''Redirect / Release calls in Hunt Group''' enables agents to redirect/release calls in the Hunt group.
*'''Conference''' enables one-step voice conferencing.
*'''Two-Step Voice Conference''' enables two-step voice conferencing.
*'''Clear Conference on Release''' clears a conference call of all parties when the last agent leaves the conference call.
*'''Cancel ACW on Done''' specifies that the voice channel is to be returned to the agent's former availability status when the agent marks the voice interaction as Done while in After Call Work status.
*'''Cancel ACW on Change''' specifies that After Call Work status should be cancelled when an agent switches from After Call Work to Ready or Not Ready during a call.
*'''Lookup Contact for Voice''' activates Agent Workspace for contact lookup when an interaction is presented to an agent.
*'''Create Contact for Voice''' will create a contact if the initial contact lookup fails to find an existing contact.
*'''Enable History Record Creation for voice interaction without contact''' enables the voice interaction record to be created in My History and Interaction search screens when there is no associated contact.
*'''Caller ID Anonymous''' specifies whether the anonymous Caller ID is enabled. This option applies to only outbound calls.
*'''Caller ID for Consultations''' enables agents to use a Caller ID for consultations.
*'''Caller ID for Conferences''' enables agents to use a Caller ID for single-step conferences.
*'''Caller ID for Transfers''' enables agents to use a Caller ID for single-step transfers.
*'''Routing Point for Skill Based Transfers''' specifies the call number used by the Routing Point feature.
*'''Routing Based Actions''' defines the list of routing-based actions that an agent can perform. Options include:
**'''Make Call'''
**'''One Step Conference'''
**'''Initiate Conference'''
**'''One step Transfer'''
**'''Initiate Transfer'''
*'''Routing Based Targets''' defines the list of contact types to which an agent can route calls through the actions defined in the '''Routing Based Actions''' option. Options include Agent, Routing Point, Type Destination, Outbound Record, and Contact. Note that Agent Groups and Skills targets are not listed here, because they are configured through a routing strategy.
*Options to exclude a range of numbers from the Team Communicator. For each option, if you enable it, you must type a regular expression (RegEx) to match against the following items:
**Entered phone number
**Selected agent or routing point
*:For example, to exclude extensions that are 7 digits and start with the numbers 7 or 8, type <tt>^(7{{!}}8)\d{6}$</tt>
**'''Make Call Exclude Number''' specifies the format for a phone number to exclude from Team Communicator when making a call.
**'''Single Step Conference Exclude Number''' specifies the format for a phone number to exclude from Team Communicator on a single step conference.
**'''Single Step Transfer Exclude Number''' specifies the format for a phone number to exclude from Team Communicator on a single-step transfer.
**'''Consultations Exclude Number''' specifies the format for a phone number to exclude from Team Communicator on consultation.
*:These options are not applicable to global or personal favorites.
*'''Voice Ringtone Type''' specifies the voice ringtone type. Enable the option and then select the ringtone type from the drop-down list box.
*'''Voice Ringtone Priority''' specifies the priority level of the voice ringtone within the channels. Enable the option and then type the number for the priority level.
*'''Voice Ringtone Duration''' specifies how long the ringtone rings. Use the following values:
**<tt>-1</tt> specifies to repeat the ringtone until the call is answered.
**<tt>0</tt> specifies to play the ringtone only one time.
**<tt>1</tt> or more specifies to play the ringtone for the specified duration (in milliseconds) and then repeat until the call is answered.
*'''Voice Ringtone Volume''' specifies the default volume for the voice ringtone.
*'''Can One Step Transfer''' enables instant conferencing of a voice call.
*'''Can Two Step Transfer''' enables two-step transfer of a voice call.
*'''Can Extend After Call Work''' enables the extension of After Call Work indefinitely, until the user's status is changed manually.
*'''Can Use WebRTC''' enables WebRTC in Agent Workspace. Note: The '''Can Use Voice Channel''' option must be enabled.
*'''WebRTC Polling Timeout''' specifies, in seconds, a period of time during which WebRTC library waits for the response for a polling request.
*'''Expression to capture groups in GWS url''' specifies that Workspace should extract some part of its URL to capture some groups containing shared information among services, like the tenant or the region.
*'''WebRTC Server URN''' specifies the URN that should be based on the following pattern: <tt>WEBRTCGATEWAY_SERVER:WEBRTCGATEWAY_PORT?sip-proxy-address=SIPPROXY_SERVER:SIPPROXY_PORT.</tt>
*'''Can change speaker volume''' allows an agent to change speaker volume. Note: The '''Can Use Voice Channel''' option must be enabled.
*'''Can mute microphone''' allows an agent to mute and unmute the microphone. Note: The '''Can Use Voice Channel''' option must be enabled.
*'''Can mute speaker''' allows an agent to mute and unmute the speaker. Note: The '''Can Use Voice Channel''' option must be enabled.
*'''Can send DTMF''' specifies if DTMF is available for WebRTC calls. Note: The '''Can Use Voice Channel''' option must be enabled.
*'''WebRTC Ringtone Type''' specifies the voice channel ringing sound -
*'''WebRTC Ringtone Priority''' is the priority of ringtone. The higher the integer, the higher the priority.
*'''WebRTC Ringtone Duration:'''
**-1 plays means to play and repeat until an explicit message stops it with an established event.
**0 means to play the entire sound one time.
**An integer greater than 0 means a time in milliseconds to play and repeat the sound.
*'''WebRTC Ringtone Volume''' specifies the default volume for WebRTC ringtone.
*'''Voice SIP Preview Ringtone Type''' allows the selection of a ringtone type from the default tone types.
*'''Voice SIP Preview Ringtone Priority''' specifies Voice SIP ringing priority between different channels.
*'''Voice SIP Preview Ringtone Duration''' specifies the Voice SIP preview duration.
*'''Voice SIP Preview Ringtone Volume''' specifies the default volume for the voice SIP preview ringtone.
*'''Allow Alert for Opt-out Recording''' alerts the agent that the current call is not being recorded by a supervisor.
|Status=No
}}
}}

PEC-AS/Current/ManageCC/Create agents

2022-08-16T13:59:40Z

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

{{Article
|Standalone=No
|DisplayName=Manage agents and other users
|TocName=Manage agents
|Context=Learn how to add, import, and manage agents and other users.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Administrator
|Application=Agent Setup
|Section={{Section
|alignment=Vertical
|structuredtext={{NoteFormat|All Users who have the required roles and permissions set in {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Access_groups}} can perform these tasks.|2}}
On the '''Users''' tab, you can manage agent, administrator, and supervisor accounts, including adding new accounts, importing agent accounts from an external file, and exporting agents.

{{NoteFormat|To add administrator accounts to your contact center, you add a user and assign the user to an administrators access group or {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Bulk_operations|display text=import the administrator accounts}}.|}}

After you {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Getting_started|display text=log in}} to the Agent Setup interface, the first screen that you will see is the '''Users''' tab. If your contact center already has agents assigned to it, you see a list of configured agents. In a fresh installation, you might see an empty list. Regardless, as part of your regular maintenance on your contact center, you need to add agents.
|Status=No
}}{{Section
|sectionHeading=View agent accounts
|anchor=view
|alignment=Vertical
|structuredtext=What you see in the Agent Setup interface is determined by your permission settings.

[[File:GAPI-20784_August2020.png]]

{{NoteFormat|If you see a red check box next to an agent account, this means that the agent's account is not valid due to some missing information. Hover your mouse over the check box to see what information is missing. For example, if a voice agent does not have a configured default '''Place Name''' field and your contact center is not configured to prompt the agent to enter place when he or she logs in, the agent's account is considered invalid until you update the agent account to supply the missing information.}}

Note the following options that you can use to locate specific agents on the list:
<ul>
<li>'''Search by Name/Username''': Use this field to type an agent name or username, or part of an agent's name, to filter the list to display only agents that match your search words.</li>
<li>'''Agent Groups''': Use this field to type the name of an agent group. All agents that are assigned the specified agent group will be listed.</li>
<li>'''Roles''': Use this drop-down list box to filter the list to display only agents that are assigned a specific role. 
{{NoteFormat|As of 9.0.000.80, the following User Role names have changed. Only the names themselves have changed; their meanings and functions did not change.
*The "Agent" Role name is changed to "Agent Workspace Agent"
*The "Supervisor" Role name is changed to "Agent Workspace Supervisor"
*The "Admin" Role name is changed to "Agent Setup Admin"}}</li>
<li>'''Skills''': Use this drop-down list box to filter the list to display only agents that are assigned a specific skill.</li>
<li>'''State''': Use this drop-down list box to filter the list to display either All, Enabled, or Disabled.</li>
<li>'''Page navigation''': To scroll through the list pages, use the back and next arrow next to the page number at the bottom of the page.</li>
</ul>
|Status=No
}}{{Section
|sectionHeading=Add agents manually
|anchor=Addagents
|alignment=Horizontal
|Media=Video
|image=170715552
|structuredtext=Click the '''Add User''' link. You can select a template from the '''Template''' drop-down list box if you have configured one or more templates. A template automatically selects some of the options on the '''Add User''' screen.

Complete all the required (*) fields on the screen. If you make an error, a message is displayed to tell you the correct format for a field. Most fields are self-explanatory, such as the name and email fields.
|structuredtextwide=Use the following table for advice on how to fill in the fields:
{{{!}} class="wikitable"
{{!}}-
!{{!}}'''Option'''
!{{!}}'''Description'''
{{!}}-
{{!}}{{!}}Folder
{{!}}{{!}}From the drop-down list box, select the business group to which you want to assign the user.
{{!}}-
{{!}}{{!}}First Name
{{!}}{{!}}Type the first name of the user.
{{!}}-
{{!}}{{!}}Last Name
{{!}}{{!}}Type the last name of the user.
{{!}}-
{{!}}{{!}}Username
{{!}}{{!}}Type the username for the user.
{{!}}-
{{!}}{{!}}Login Code
{{!}}{{!}}Optional. Type a login code for the user. An example of a login code is the user's employee ID.{{NoteFormat|The '''Login Code''' option is hidden by default, therefore, it might not be displayed on your screen. If you require the '''Login Code''' option, contact Genesys Professional Services to request that they enable the Agent Login Code option.
}}
{{!}}-
{{!}}{{!}}Email
{{!}}{{!}}Optional. Type the user's email address.
{{!}}-
{{!}}{{!}}Reset Password
{{!}}{{!}}When selected, this option specifies that when the next time the user logs in, he or she will be prompted to change the password. This option only applies to agent user accounts.
{{!}}-
{{!}}{{!}}Password
{{!}}{{!}}Type a default password for the user.
{{!}}-
{{!}}{{!}}Password confirm
{{!}}{{!}}Type the password again.
{{!}}-
{{!}}{{!}}Employee ID
{{!}}{{!}}Optional. Type the user's employee ID.
{{!}}-
{{!}}{{!}}External ID
{{!}}{{!}}Optional. Type the user's external ID.
{{!}}-
{{!}}{{!}}Capacity Rule
{{!}}{{!}}Optional. Choose an existing Capacity Rule from the drop down.
{{!}}-
{{!}}{{!}}State enabled
{{!}}{{!}}Enables or disables the user account.
{{!}}-
{{!}}{{!}}Multimedia Agent
{{!}}{{!}}Specifies that this agent is only enabled for multimedia (non-voice).
{{!}}-
{{!}}{{!}}Supervisor
{{!}}{{!}}Select this option if this agent has a supervisory role.
{{!}}-
{{!}}{{!}}Phone Number(s)
{{!}}{{!}}In addition to the default phone number, you can assign additional phone numbers to the agent. The agent has the opportunity to select the number when they log in to accept calls.
For example, if you type <code>hjackson</code> in the '''Username''' field, when you type a phone number in the '''Number''' field of the first row, the '''Place Name''' field displays <code>hjackson</code>. If you type a number in the second row, the associated <code>Place Name</code> field displays <code>hjackson2</code> and the place name in the first row changes to <code>hjackson1</code>. If your contact center has a requirement to specify unique place names for different business groups or regions, you can overwrite the default place name.
{{!}}-
{{!}}{{!}}Place Name
{{!}}{{!}}The value that you type in the '''Username''' field automatically populates the '''Place Name''' column. If you don't want to use the username as a place name, clear the '''Use''' check box.
{{!}}-
{{!}}{{!}}Use
{{!}}{{!}}The '''Use''' option specifies that the username is to be used for the associated phone number. This option is selected by default. When you clear the '''Use''' check box, the phone number is used as a place name.
{{!}}-
{{!}}{{!}}Wrap Up Time
{{!}}{{!}}You can configure wrap up time for an agent. Wrap up time is the amount of time the agent is allotted to complete after-call tasks, such as typing notes or selecting a disposition. The wrap-up time is measured in seconds. To disable wrap up time, type 0.
{{!}}-
{{!}}{{!}}Agent Voice Mail
{{!}}{{!}}Type the voice mail box extension number for the agent to use.
{{!}}-
{{!}}{{!}}Softphone
{{!}}{{!}}Select this check box if this user will use a {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Genesys_Softphone|display text=softphone}}.
{{!}}-
{{!}}{{!}}SIP Phone Type
{{!}}{{!}}When you enable Softphone, you must select a {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agents|anchor=SIPType|display text=Softphone Type}}. Softphone types include:

*Disable CTI
*Genesys Softphone / Genesys 420HT / AudioCodes 4xxHD / Polycom
*Obsolete Genesys Softphone with embedded DTMF support
*Generic phone
*Genesys SoftPhone with WebRTC
{{!}}-
{{!}}{{!}}Skills
{{!}}{{!}}Select the skills that you want to assign to the agent, assign a skill level, and click '''Add'''. With many skills to choose from, you can filter the list of skills by using the search box.
{{!}}-
{{!}}{{!}}Caller IDs
{{!}}{{!}}Click Caller ID and add at least one identifier to be displayed on a receiver's call display. If you add more than one, the agent has the option to choose which caller ID they want to display. You can also enable the agent to use an anonymous caller ID.
{{!}}-
{{!}}{{!}}Agent Groups
{{!}}{{!}}Assign this agent to an agent group, which is a logical grouping of agents that provide particular sets of contact center services. For more information about agent groups, see {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agent_groups}}.
{{!}}-
{{!}}{{!}}Access Group
{{!}}{{!}}Assign this agent to an access group, which is a logical grouping of agents that are provided specific access permissions.
{{!}}-
{{!}}{{!}}Favorites
{{!}}{{!}}Personal Favorites is a list of Agents, Agent Groups or external contacts that group members frequently dial. This list provides a click-to-call list of these numbers on Agent Workspace. Personal favorites are configured the same way as Global Favorites. See {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Work_with_Global_Favorites}}.
{{!}}-
{{!}}{{!}}Switches
{{!}}{{!}}Select the switches where DNs and Agent Logins should be provisioned.
{{!}}-
{{!}}{{!}}External URLs
{{!}}{{!}}Integrate internal and external websites into your agent's main view. See {{Link-SomewhereInThisVersion|manual=ManageCC|topic=External_URLs}}.
{{!}}-
{{!}}{{!}}Filter
{{!}}{{!}}For each agent group, you can control what information that group can see from other agent groups in the Team Communicator, Favorites, and Statistics. After you select an agent group on the Agent Groups window, select the Filter option on the menu bar. In the list of agents groups, you can choose to restrict or exclude agent groups by selecting the appropriate check boxes. You can also manage filters on the '''Desktop Options''' page.
{{!}}-
{{!}}{{!}}Desktop Options
{{!}}{{!}}Assign channels and other options to the agent by clicking '''Desktop Options''' and then selecting from the listed options. You can select more than one option. For a detailed look at what options you can configure for an agent, see the {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Agent_options_overview}}.
{{!}}-
{{!}}{{!}}CRM Adapter
{{!}}{{!}}'''CRM Adapter''': Use the '''CRM Adapter''' tab to configure the Gplus Adapter option settings for the agent group. For information, see {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Salesforce_options}}.
{{!}}-
{{!}}{{!}}Recording Hierarchy
{{!}}{{!}}The recording hierarchy for an agent specifies the access control applied to recordings of calls handled by that agent. Select the Recording Hierarchy check box, and then type the hierarchy string. See {{Link-AnywhereElse|product=PEC-REC|version=Current|manual=Administrator|topic=AccessControl}} for more information about Recording agent hierarchy, access groups, and partitioning.
{{!}}}
|Status=No
}}{{Section
|sectionHeading=SIP Phone Types
|anchor=SIPType
|alignment=Horizontal
|Media=Image
|image=AS_SIPPhoneTypes_GAPI-26675.png
|structuredtext=When you enable Softphone, you must select a softphone type from the '''SIP Phone Type''' list.

SIP Phone Types include:

*Disable CTI
*Genesys Softphone / Genesys 420HT / AudioCodes 4xxHD / Polycom
*Obsolete Genesys Softphone with embedded DTMF support
*Generic phone
*Genesys SoftPhone with WebRTC

 
|structuredtextwide=*If an Extension DN for an agent's phone is provisioned in the environment in such a manner that it matches the standard configuration of a Generic SIP phone that ''does not'' support any BroadSoft extensions (the phone does not allow even the "answer" action via Desktop session), the UI displays the '''Disable CTI''' type.
*If an Extension DN for an agent's phone is provisioned in the environment in such a manner that it matches the standard configuration of '''Genesys Softphone / Genesys 420HT / AudioCodes 4xxHD / Polycom''' , the UI displays this phone type.
*If an Extension DN for an agent's phone is provisioned in the environment in such a manner that it matches the standard configuration of Genesys Softphone with embedded dtmf support, the UI displays '''Obsolete Genesys Softphone with embedded DTMF support type'''. {{NoteFormat|There are occasional scenarios and/or PSTN Carriers where dtmf does not work well for agents using phones with such a configuration. In these instances, Genesys recommends re-provisioning this phone as '''Genesys Softphone / Genesys 420HT / AudioCodes 4xxHD / Polycom''', and removing the embedded dtmf support.}}

*If an Extension DN for an agent's phone is provisioned in the environment in such a manner that it matches the standard configuration of a Generic SIP phone that supports only the "talk" BroadSoft extension (Desktop control over the "answer" action), the UI displays the '''Generic SIP phone''' type.
*If an Extension DN for an agent's phone is provisioned in the environment in such a manner that it matches the standard configuration of '''Genesys Softphone with WebRTC''', the UI displays this phone type
*If an Extension DN for an agent's phone is provisioned in the environment in such a manner that it ''does not'' match the standard configuration, it is reflected as the '''Custom''' type. {{NoteFormat|There is no way to provision a new phone of '''Custom''' type, as Genesys Multicloud CX supports only standard phones. If you need help, contact your Genesys representative.}}

===='''Genesys recommendations'''====

*If the agent actually uses Genesys Softphone or Genesys 420HT phone or AudioCodes 4xxHD or Polycom, it is recommended to re-provision this phone as '''Genesys Softphone / Genesys 420HT / AudioCodes 4xxHD / Polycom'''
*If the agent uses a custom phone (not '''Genesys Softphone / Genesys 420HT / AudioCodes 4xxHD / Polycom'''), keep the phone configuration as '''Custom'''. Alternatively, re-provision the phone as '''Generic SIP Phone''' or '''Disable CTI''' phone type, whichever is applicable, for the phone to obtain the standard settings.
{{NoteFormat|
For historical reasons, if a phone has been provisioned according to any older standards, the phone might experience various issues due to misaligned settings. If you need help, contact your Genesys representative.|2}}

 
|Status=No
}}{{Section
|sectionHeading=Use bulk import to add multiple agents
|alignment=Vertical
|structuredtext=You can use the Bulk Import feature to import multiple agents at a single time. Refer to the {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Bulk_operations}} page for detailed information and instructions.
|Status=No
}}{{Section
|sectionHeading=Edit agents
|anchor=editagent
|alignment=Horizontal
|Media=Video
|image=143395458
|structuredtext=You can edit a single agent or a group of agents. When you edit a single agent, you can edit any of the agent's details. For a group edit, the two options you can edit are Annex and Skills.

When you edit one agent, click the agent's name in the Name column. In the '''Manage User''' window, you can make your updates.

Clicking '''Save''' means you'll stay in the '''Edit User''' screen after saving, while clicking '''Save and close''' saves your changes and returns you to the users list.

Clicking '''Delete User''' opens a confirmation window where you can also delete the user's places.

To edit multiple users at once, select the agents that you want to edit, click '''Edit Users''', and then make your changes in the '''Edit Users''' window. When you edit multiple users, consider the following:

*You can add Annex options or modify existing options. You can only delete Annex options that are identical for all selected agents.
*Only values that are common for the selected users are shown for Skills and Annex. For example, if:
**Agent 1 has Russian skill level of 10 and English skill level of 5
**Agent 2 has Russian skill level of 10 and English skill level of 7. You will see the Russian skill level of 10 and English skill level is blank on the '''Edit Users''' screen under '''Skills'''.
|Status=No
}}{{Section
|sectionHeading=Edit an agent's Access Groups
|alignment=Horizontal
|Media=Image
|image=GAPI-20659_Aug2020_AccessGroup.png
|structuredtext=To remove an agent from an Access Group, from the '''Users''' tab click the agent's '''Name'''. From the left-hand navigation menu, click '''User > Access Group'''. From here you can check the checkbox next to each Access Group you wish to remove from the agent's list, and click '''Remove'''.

Note: Clicking '''Remove''' only removes the user from that Access Group, it does not delete the Access Group.
|Status=No
}}
}}

PEC-AS/Current/ManageCC/Channels options

2022-08-16T13:58:29Z

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

{{Article
|Standalone=No
|DisplayName=Channel options
|TocName=Channel options
|Context=Learn how to enable channel options in the Agent Setup application.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Administrator
|Application=Agent Setup
|Section={{Section
|alignment=Vertical
|structuredtext=Channels are different methods used to communicate with customers and team members in your contact center.

Each channel allows for communication with contacts in different ways, such as making and receiving phone calls (known as the Voice channel), receiving and replying to emails, and interacting in live chats.
|Status=No
}}{{Section
|sectionHeading=Enable Channels
|alignment=Horizontal
|Media=Image
|image=Channels082020.png
|structuredtext=In the '''Channels''' section under '''Desktop Options''', select the channels you want to enable in your contact center.

The choices that you make in the '''Channels''' section are not automatically applied to all agents and users. Your selection provides a set of channels that you choose from when you add an agent. For example, you can select '''Voice''', '''Chat''', '''Email''', '''Workbins''', '''Outbound''', '''Workitem''', '''Facebook''', or '''Twitter''' for the contact center. Then, when you {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agents|anchor=Addagents|display text=add an agent}} or {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agents|anchor=editagent|display text=edit an agent}}, you can configure the individual agent to only have access to certain channels.

You can also enable '''Genesys Predictive Engagement''' for '''Chat''' channel users working with the new Agent Workspace. When editing or creating a user in Agent Setup, you can select '''Altocloud''' under '''Channels''' from the '''Desktop Options''' in the '''Users''' section. This option is not available in the '''Contact Center Settings''' or '''Agent Groups''' sections. For more information, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADPredictive_Engagement}}.
|Status=No
}}{{Section
|sectionHeading=My Channels options
|alignment=Horizontal
|Media=Image
|image=ASMyChannels.png
|structuredtext=In the '''My Channels''' section, you can enable the following options:{{Section
|sectionHeading=
|anchor=|alignment=Vertical|structuredtext=
* '''My Channels''' allows an agent to access the My Channels tab.
* '''My Channels Pending State''' allows an agent to have a pending state in My Channels.
}}
|Status=No
}}
}}

PEC-AS/Current/ManageCC/Global Login

2022-08-16T13:57:35Z

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

{{Article
|Standalone=No
|DisplayName=Configure global login
|TocName=Configure global login
|Context=Global login options determine what happens when an agent logs in.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Administrator
|Application=Agent Setup
|Section={{Section
|alignment=Horizontal
|Media=Image
|image=ASGlobalLoginOptions2.png
|structuredtext=In the '''Global Login''' section under '''Desktop Options''' on the '''Contact Center Settings''' page, configure the following options:

*'''Prompt Place''' requires the agent to specify a place when they log in.
*'''Store Recent Place''' specifies whether the most recently used Place is stored. This option is applicable when Prompt Place option is set to true.
*'''Voicemail''' enables the Voicemail menu.
*'''Mandatory Disposition''' specifies whether it is mandatory for the agent to select a disposition before marking an interaction as done.
*'''Agent States Global Status''' defines the available agent states in the global Status menu.
*'''Agent States by Channel''' defines the available agent state actions in the My Channels contextual menu.
|structuredtextwide=*'''Allow Pending State in My Channel''' allows an agent to have a pending state in the My Channel tab.
*'''Team Communicator Search Filter''' specifies the list of filters that an agent can use to search for contacts and internal targets in the Team Communicator. When you select this option, all filters are enabled by default. To customize the filters, click the drop-down list box and deselect the filters that you don't want to include.
*'''Team Communicator Exclude from Groups''' makes agents from excluded groups not visible in Team Communicator, Favorites, and Statistics.
*'''Team Communicator Exclude Groups''' specifies the list of agent groups to be excluded from searches and statistics. Virtual agent groups are not supported. This option is overridden by the Team Communicator Restrict to Groups option.
*'''Team Communicator Include Groups''' specifies the list of agent groups that are returned for searches and statistics. Overrides the '''Team Communicator Exclude Groups''' option. Virtual agent groups are not supported.
*'''Team Communicator Restrict to Groups''' makes agents only from restricted groups visible in Team Communicator, Favorites, and Statistics.
*'''Team Communicator Max Favorites''' specifies the maximum size of the favorites list displayed in the Team Communicator.
*'''Transaction Override Attached Data Key''' allows you to override desktop options in Agent Workspace by setting a key value to the name of a transaction list object. When you set the value of the identified key to the name of the transaction list object, desktop options in the transaction list object are used instead of the Agent Workspace application or agent group objects.
*'''Inactivity Timeout (min)''' specifies the number of minutes of agent inactivity (no mouse or keyboard usage) that triggers application locking. If the agent has been inactive longer than the number of minutes this option, the agent session is ended.
*'''Alert before timeout (sec)''' specifies the number of seconds that pass before the inactivity alert is sent to the agent.
*'''Sidebar Region''' specifies the order of the Region to be displayed in the sidebar.
*'''Use Performance Tracker''' allows the use of the Performance Tracker.
*'''Use Dashboard''' allows the use of the Dashboard.
*'''Auto-focus on inbound interactions''' enables inbound interactions to automatically be in focus when accepted.
*'''Channel to be auto-focused''' specifies whether the inbound interaction of a particular media type is automatically in focus when accepted.
*'''Invalidate Auth SSO session on Workspace logout''' specifies whether the Single sign-on (SSO) authentication session is invalidated when an agent logs out of the Workspace. By default, when an Agent exits Workspace Web Edition, the Workspace session and the Genesys Authentication SSO session is removed and the agent is redirected to the Genesys Authentication login screen. This is the default behavior when this option is selected. Clearing this option removes only the Workspace session and the keeps the Genesys Authentication SSO session alive. In this scenario, the agent is then redirected to a login-info.html webpage with the message "Your session has ended". If the Genesys Authentication session has not expired, and the agent uses Workspace from the same browser, no authentication is required.
*'''Show Change Account Link''' specifies whether or not to display the Change Login Account link on the login error page and the second step login page. This option is not used if the '''Invalidate Auth SSO session on Workspace logout''' option is selected.
|Status=No
}}
}}

PEC-AS/Current/ManageCC/Contacts

2022-08-16T13:57:33Z

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

{{Article
|Standalone=No
|DisplayName=Contacts
|TocName=Contacts
|Context=Configure contacts in Agent Workspace so agents can manage their own list of contacts and contact history.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Administrator
|Application=Agent Setup
|Section={{Section
|alignment=Horizontal
|Media=Image
|image=Contact_Nov2020_GAPI-24897.png
|structuredtext=In the '''Contact''' section of the '''Contact Center Settings''' tab, you can enable the following options:

*'''Contact''' enables agents to access contact features.
*'''UCS for Voice''' enables the Universal Contact Server to generate voice interaction history in Agent Workspace. This option is enabled when the '''Contact''' and '''Voice''' check boxes are selected.
*'''Assign Contact''' enables agents to assign contacts to an interaction. This option is enabled when the '''Contact''' check box is selected.
*'''Save Contact''' enables agents to modify contacts.
*'''Delete Contact''' enables agents to delete contacts.
*'''Use Contact History''' enables agents to access contact history. This option is enabled when the '''Contact''' check box is selected.
*'''Contact History Display Columns''' allows you to manage the interaction attributes you want to display in the '''Contact History''' view in Agent Workspace. This option is enabled when the '''Contact''' and '''Use Contact History''' check boxes are selected.
*'''Search Contact History''' enables agents to search contact history. This option is enabled when the '''Contact''' and '''Use Contact History''' check boxes are selected.
*'''Contact History Search Attributes''' allows you to manage the interaction attributes you want to display in the '''Contact History Quick Search''' view in Agent Workspace. This option is enabled when the '''Contact''', '''Use Contact History''', and '''Search Contact History''' check boxes are selected.
|structuredtextwide=*'''Use My History''' enables agents to access their own contact history. This option is enabled when the '''Contact''' check box is selected.
*'''Contact My History Displayed Columns''' allows you to manage the interaction attributes you want to display in the '''My History''' view in Agent Workspace. This option is enabled when the '''Contact''' and '''Use My History''' check boxes are selected.
*'''Search My History''' enables agents to search their own contact history. This option is enabled when the '''Contact''' check box is selected.
*'''Contact My History Search Attributes''' allows you to manage the interaction attributes you want to display in the '''My History Quick Search''' view in Agent Workspace. This option is enabled when the '''Contact''', '''Search My History''', and '''Search My History''' check boxes are selected.
*'''Open from History''' allows agents to open in-progress emails from the interaction history. This option is enabled when the '''Contact''' and '''Email''' check boxes are selected.
*'''Use Directory''' enables agents to view and search the contact directory. This option is enabled when the '''Contact''' check box is selected.
*'''Contact Directory View''' specifies the format for the Contact History View. Options include '''List View''' or '''Grid View'''. This option is enabled when the '''Contact''' check box is selected.
*'''Contact Notepad''' allows an agent to display and edit notes while handling an interaction. The notepad is a feature that enables agents to enter comments about the current interaction or about a selected interaction. Agents can view the note in most channels as well as contact history, My History, and My Workbin.
*'''Use Contact History Notepad''' allows an agent to see notes about interactions in Contact History.
*'''Allow Contact Interactions to be Open from Queue''' enables agents to open in-progress interactions from their workbin history.
*'''Allow Contact Interactions to be Open from Personal Workbins''' enables agents to open in-progress interactions that are in another agent's workbin history.
*'''Allow Contact Interactions Workflow State''' enables the use of the interaction workflow state in an interaction's details.
*'''Allow Tree View for Threaded Interactions''' enables agents to swap the interaction display format from grid view to tree view and inversely.
*'''Tree View - Contact History Displayed Columns''' specifies the list of interaction fields that are displayed in the Contact History screen for tree view.
*'''Tree View - My History Displayed Columns''' specifies the list of interaction fields that are displayed in the My History screen for tree view.
*'''Tree View - All Interactions Displayed Columns''' specifies the list of interaction fields that are displayed in the Interaction Search screen for tree view.
*'''Allow Check for Duplicate Contact''' enables workspace to alert agents when creating a duplicate contact. This option can be overridden by a routing strategy as described in the Configuration Guide.
*'''List of Contact Attributes for AND rule''' specifies the list of contact attributes, each of which are added as an AND clause in the search query to retrieve potential duplicate contacts from UCS during contact creation in Workspace.
*'''List of Contact Attributes for OR rule''' specifies the list of contact attributes, each of which are added as an OR clause in the search query to retrieve potential duplicate contacts from UCS during contact creation in Workspace.
|Status=No
}}
}}

PEC-AS/Current/ManageCC/Desktop Views options

2022-08-16T13:57:30Z

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

{{Article
|Standalone=No
|DisplayName=Desktop Views options
|TocName=Desktop Views options
|Context=Use the information below to configure your Desktop Views in Agent Setup. To find out more information about all the different views available within Agent Workspace, see the topic {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADNav|display text=Navigating Agent Workspace}} for a helpful video of the Main view as well as detailed information on such topics as the Navigation bar, the Side bar, and the Interaction bar.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Administrator
|Application=Agent Setup
|Section={{Section
|alignment=Horizontal
|Media=Image
|image=AS_DesktopViewsFullFinal_GAPI-22966.png
|structuredtext=In the '''Desktop Views''' section of the '''Contact Center Settings''' page, you can configure the options, below. {{NoteFormat|<li>For '''default view''' options, the default view is the first configured view, if visible; else it's the second configured view, if visible, and so on. If the default view option is not configured, then the default setting is used. If you do not specify all the options, then the default order is used except where an item order is specified. <li>For '''views order''' options, the default ordering is used if the views order option is not configured. If you do not specify all the options, then the default setting is used for any item not specified.|}}
|Status=No
}}{{Section
|alignment=Vertical
|structuredtext=*'''Default view in Region NavigationBarRegion''' specifies, in precedence order, the view selected by default in the Navigation Bar Region. Valid values include, <code>Connect</code>, <code>Monitoring</code>.
*'''Views order in Region NavigationBarRegion''' specifies the order (left to right, top to bottom) in which the views are displayed in the Navigation Bar Region. Valid values include, <code>TeamCommunicatorView</code>, <code>NotificationsView</code>, <code>VoiceMailView</code> , <code>PerformanceTrackerView</code>.
*'''Default view in Region ConnectRegion''' specifies, in precedence order, the view selected by default in the Connect Region. Valid values include, <code>MyChannelsView</code>, <code>MyCampaignsView</code>, <code>MyHistoryView</code>, <code>WorkbinsView</code>, <code>InteractionsSearchView</code>, <code>ContactDirectoryView</code>.
*'''Views order in Region ConnectRegion''' specifies the order (left to right, top to bottom) in which the views are displayed in the Connect Region. Valid values include, <code>MyChannelsView</code>, <code>MyCampaignsView</code>, <code>MyHistoryView</code>, <code>WorkbinsView</code>, <code>InteractionsSearchView</code>, <code>ContactDirectoryView</code>.
*'''Default view in Region''' '''MonitoringRegion''' specifies, in precedence order, the view selected by default in the Monitoring Region. Valid values include, <code>DashboardView</code>, <code>MyAgentsView</code>.
*'''Views order in Region MonitoringRegion''' specifies the order (left to right, top to bottom) in which the views are displayed in the Monitoring Region. Valid values include, <code>DashboardView</code>, <code>MyAgentsView</code>.
*'''Default View in Region ContactRegion''' specifies, in order of precedence, the view selected by default in the Contact region. Valid values include, <code>ContactInformationView</code>, <code>ContactHistoryView</code>.
*'''Views order in Region ContactRegion''' specifies the order (left to right, top to bottom) in which the views are displayed in the Contact Region. Valid values include, <code>ContactInformationView</code>, <code>ContactHistoryView</code>.
*'''Default view in Region HistoryInteractionDetailsRegion''' specifies, in order of precedence, the view selected by default in the History Interaction Details Region. Valid values include, <code>InteractionDetailView</code>, <code>ContactInteractionNotePadView</code>, <code>StaticCaseDataView</code>.
*'''Views order in Region HistoryInteractionDetailsRegion''' specifies the order (left to right, top to bottom) in which the views are displayed in the History Interaction Details Region. Valid values include, <code>InteractionDetailView</code>, <code>ContactInteractionNotePadView</code>, <code>StaticCaseDataView</code>.
*'''Default view in Region CaseSideRegion''' specifies, in order of precedence, the view selected by default in the Case Side Region. Valid values include, <code>ContactView</code>, <code>ExtensionSectionName</code>, <code>SRLView</code>, <code>KnowledgeView</code>, <code>CoBrowseView</code>.
*'''Views order in Region CaseSideRegion''' specifies the order (left to right, top to bottom) in which the views are displayed in the Case Side Region. Valid values include, <code>KnowledgeView</code>, <code>ExtensionSectionName</code>, <code>CoBrowseView</code>, <code>ContactView</code>, <code>SRLView</code>.
*'''Default view in Region InteractionDetailsRegion''' specifies, in order of precedence, the view selected by default in the Interaction Details Region. Valid values include, <code>ContactInteractionNotePadView</code>, <code>DispositionView</code>.
*'''Views order in Region InteractionDetailsRegion''' specifies the order (left to right, top to bottom) in which the views are displayed in the Interaction Details Region. Valid values include, <code>DispositionView</code>, <code>ContactInteractionNotePadView</code>.
*'''Default view in Region WorkbinInteractionDetailsRegion''' specifies in precedence order the view selected by default in the Workbin Interaction Details Region. Valid values include, <code>InteractionDetailView</code>, <code>ContactInteractionNotePadView</code>, <code>StaticCaseDataView</code>.
*'''Views order in Region WorkbinInteractionDetailsRegion''' specifies the order (left to right, top to bottom) in which the views are displayed in the Workbin Interaction Details Region. Valid values include, <code>InteractionDetailView</code>, <code>ContactInteractionNotePadView</code>, <code>StaticCaseDataView</code>.
|Status=No
}}
}}

PEC-AS/Current/ManageCC/Salesforce options

2022-08-16T13:57:17Z

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

{{Article
|Standalone=No
|DisplayName=Gplus Adapter for Salesforce options
|TocName=Gplus Salesforce options
|Context=Configure options for the Gplus Adapter for Salesforce.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Administrator
|Application=Agent Workspace, Agent Setup
|Section={{Section
|alignment=Vertical
|structuredtext={{NoteFormat|Some features described here may not apply to your organization’s setup. If you need features that aren’t available to you, contact your administrator or Genesys representative.}}

Configure options for the {{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Administrator|display text=Gplus Adapter for Salesforce}} on the '''Contact Center Settings''' page.

The '''CRM Adapter''' options are organized into three sections: General, Screen Pop and Activity Log options.
|Status=No
}}{{Section
|sectionHeading=General options
|anchor=General
|alignment=Horizontal
|Media=Image
|image=SalesforceGeneral_October2021_GAPI-31050.png
|structuredtext=In the '''General''' section, configure the following options:

*'''Click to Dial''' allows Gplus Adapter to enable Click-to-dial within in Salesforce. If this option is ''not'' selected, Gplus Adapter does not accept Click-to-dial requests, regardless of whether or not Click-to-dial is enabled within Salesforce.
*'''Click to Dial Preprocessing Rules''' specifies the rules to apply to a phone number before making a dialing request.
*'''Salesforce Object Type''' specifies the key that Adapter uses when saving the type of the focused Salesforce object to attached data.
*'''Salesforce Object Name''' specifies the key that Adapter uses when saving the name of the focused Salesforce object to attached data.
|structuredtextwide=*'''Salesforce Object Key''' specifies the key that Adapter uses when saving the ID of the focused Salesforce object to attached data.
*'''Keep Alive Sync''' specifies whether to prevent the agent from being logged out of Salesforce when there is no activity in Salesforce beyond the configured time period. If enabled, Adapter refreshes the Salesforce session at short intervals and keeps the Adapter-Salesforce session alive.
*'''Run Salesforce Apex on Interaction Events''' specifies the interaction event which triggers Salesforce Apex to run for Voice or Digital channels.
*'''Apex Class Name''' configures the name for a Salesforce custom apex class.
*'''Apex Data''' specifies a comma-separated list of the userData key names that will be delivered to Salesforce Apex.
*'''Salesforce Message Channel Name for Service Client API''' specifies the name of the message channel in Salesforce for Service Client API.
*'''Notifications''' specifies whether Gplus Adapter displays notifications.
*'''Prevent Gplus in Browser Multitab''' specifies that Gplus Adapter will not work in multiple tabs.
|Status=No
}}{{Section
|sectionHeading=Screen pop options
|anchor=ScreenPop
|alignment=Horizontal
|Media=Image
|image=AS_ScreenPop_GAPI-26233.png
|structuredtext=In the '''Screen Pop''' section, configure the following options:

*'''Screen Pop for Internal Calls''' specifies whether the adapter initiates a screen pop for internal calls.
*'''Use ANI in Screen Pop Search''' specifies whether ANI is to be used in the screen pop search.
*'''Use DNIS in Screen Pop Search''' specifies whether DNIS is to be used in the screen pop search.
*'''Screen Pop For Outbound Calls''' specifies whether the Adapter initiates screen pops in Salesforce for outbound calls. Valid values include:
**<code>None</code> — No screen pops are initiated for outbound calls. To set the value to <code>None</code>, uncheck the option name.
**<code>Dialing</code> — The Adapter initiates a screen pop on dialing.
**<code>Established</code> — The Adapter initiates a screen pop when the call is established.
*'''Screen Pop on Ringing''' specifies whether the adapter initiates a screen pop when the call is ringing. If not enabled, or set to '''False''', the adapter initiates a screen pop when the call is established.
|structuredtextwide=*'''Screen Pop Preprocessing Rule''' specifies the preprocessing rule to apply to the ANI or DNIS before showing the screen pop. When you enable this option, you can choose the default preprocessing rules or add a rule. If you add a rule, you will need to define a '''Display Name''' for the rule and define the '''RegEx''', '''Replacement''', and '''Description'''.
*'''RegEx to Match UserData''' specifies a regular expression pattern used to match one or more UserData keys. The values for these keys are used to build the search and screen pop expression. If this option is not defined, the adapter uses the existing <code>cti_</code> prefix logic.
*'''Create New Salesforce Record on Screenpop''' specifies whether Gplus Adapter creates a new Salesforce record on screenpop. Values include:
**<code>None</code>: No new Salesforce record is created. To set the value to <code>None</code>, uncheck the option name.
**<code>No Matching Record</code>: A new Salesforce record is created when a Salesforce search returns no matching record.
**<code>Always</code>: A new Salesforce record is created for every screenpop.
*'''Salesforce Object API Name''' specifies the Salesforce custom object API name. To find the API name, go to '''Salesforce Setup > Object Manager > Custom Object > Details > API Name'''.
*'''New Salesforce Record Field Mapping''' specifies the name of the configuration section where the mapping is defined. In the section, each key must correspond to an interaction UserData key, and each value must correspond to the name of the Salesforce standard or custom object field.
*'''Object ID UserData key''' specifies the custom UserData key that the adapter should use for the object ID of the focused page when performing a transfer.
*'''Screen Pop on Chat Invite''' specifies whether the adapter initiates a screen pop in Salesforce immediately after displaying a chat invite notification. If the option is not set or is set to false, the adapter initiates a screen pop only when an agent accepts the chat invite.
*'''Screen Pop on Email Invite''' specifies whether the adapter initiates a screen pop in Salesforce immediately after displaying an email invite notification. If the option is not set or is set to false, the adapter initiates a screen pop only when an agent accepts the email invite.
*'''Screen Pop on Outbound Email Create''' specifies whether the adapter initiates a screen pop in Salesforce immediately after creating an email.
*'''Screen Pop on Open Media Invite''' specifies whether the adapter initiates a screen pop in Salesforce immediately after displaying the open media invite notification. If the option is not set or is set to false, the adapter initiates a screen pop only when an agent accepts the open media invite. This option supports the items configured in the openmedia.workitem-channels.
*'''Enable Screen Pop for Consult''' specifies whether the adapter initiates a screen pop in Salesforce when using voice consult. This option works with option '''Update Attached Data on Transfer.'''
*'''Screen pop object type''' specifies the the type of object (for instance "URL" or "OBJECTHOME") to screen pop in Salesforce.
*'''Screen pop URL section name''' specifies the URL for the screen pop object type.
*'''Screen pop Object home section name''' specifies the object home (for instance, an account or contact) for the screen pop object type.
*'''Screen pop List section name''' specifies a list view for the screen pop object type.
*'''Screen pop Search section name''' specifies the top results section of the search page for the screen pop object type.
*'''Screen pop New record section name''' specifies the new record name (for instance, new account or new contact name) for the screen pop object type.
*'''Screen pop Flow section name''' specifies the target UI screen flow for the screen pop object type.
|Status=No
}}{{Section
|sectionHeading=Activity Log options
|anchor=ActivityLog
|alignment=Horizontal
|Media=Image
|image=AS_ActivityLog_GAPI-24002.png
|structuredtext=In the '''Activity Log''' section, configure the following options:

*'''Auto Activity Log Association''' specifies the Salesforce criterion to use to associate the Activity Log Task when the interaction is completed.
*'''UI Activity Log Association''' specifies whether Gplus Adapter displays the Object Association table when the interaction is completed.
*'''Activity Log Field Mapping''' specifies the name of the configuration section where the mapping is defined.
*'''Activity Log on Screen Pop''' specifies whether Adapter creates the activity in Salesforce on screen pop and modifies logged activity when interaction is completed. Activity on screen pop is created for all interaction types supported by Gplus Adapter. This option depends on '''Screen Pop for Internal Calls''' being selected and the value of '''Voice Activity Log''' containing '''Inbound''' and '''Internal'''.
*'''Salesforce Activity Log Status''' specifies the custom task status to be applied when an activity log is created by Adapter. Prerequisite: The status must exist in the Salesforce Task Status Picklist.
|structuredtextwide=*'''Voice Activity Log''' specifies the call types for the adapter to create in the activity history for Salesforce.
*'''Chat Activity Log''' specifies the chat types for the adapter to create in the activity history for Salesforce.
*'''Open Media Activity Log''' specifies the open media types for the adapter to create in the activity history for Salesforce. To disable the open media activity log creation, set the option to None.
*'''Email Include in Activity Description''' specifies to include the text version of the email body in the activity description in Salesforce. The email body is saved for only inbound emails and outbound replies.
*'''Update Attached Data on Transfer''' specifies whether to update the call data with the ID of the Saleforce object the agent is viewing when performing a transfer or conference. When set to '''True''', the agent that receives the voice or chat interaction gets a screen pop for the most relevant object.
*'''Chat Include Transcript in Description''' specifies whether the adapter saves the chat transcript, as part of the activity description in Salesforce.
*'''Chat Transcript Custom Field Name''' specifies the name of a custom activity field in Salesforce.

 
|Status=No
}}{{Section
|sectionHeading=Custom templates
|anchor=CustomTemplates
|alignment=Vertical
|structuredtext=You can specify what the adapter saves for the subject field in the Salesforce activity by using custom templates with the following options:

*Templates Salesforce Inbound-Voice Subject
*Templates Salesforce Outbound-Voice Subject
*Templates Salesforce Transfer-Voice Subject
*Templates Salesforce Chat Subject
*Templates Salesforce Email Subject

The value specified for each of these fields can be a combination of text and parameters to achieve the desired result for each type of interaction.

For example, you might want the activity for all inbound voice calls to have details about the customer's name and phone number. In this case, here's how you would configure the option:<div class="pdf-table-landscape"><source lang="text">
Templates Salesforce Inbound-Voice Subject = Customer: {interaction.contact}, Phone Number: {interaction.ani}
</source></div>If a call comes in from Willard Clinton at 123-456-7890, when the call ends the adapter creates the related activity in Salesforce with following subject field: <code>Customer: Willard Clinton, Phone Number: 123-456-7890</code> Another common use case might be to include information from UserData for all inbound calls. This could come from your own UserData keys or from UserData provided by Agent Workspace. For example, you want the activity history's subject to include information from your own UserData key, PurposeOfCall, and the contact's name. Here's how you should configure the option:<div class="pdf-table-landscape"><source lang="text">
Templates Salesforce Inbound-Voice Subject = Call from {interaction.contact} about {userData.PurposeOfCall}
</source></div>In this scenario, if Willard Clinton calls into the contact center and chooses the Technical Support option in the IVR, that information is saved in the PurposeOfCall UserData key. When the call ends, the adapter creates the related activity in Salesforce with the following subject field: <code>Call from Willard Clinton about Technical Support</code>

The adapter supports the following templating variables:
{{{!}}
!'''Variable'''
!'''Description'''
{{!}}-
{{!}}interaction.ani
{{!}}The number that originated the call. This variable identifies the caller for inbound calls and is best used in inbound templates.
{{!}}-
{{!}}interaction.callType
{{!}}The type of call (inbound/outbound).
{{!}}-
{{!}}interaction.caseId
{{!}}The unique ID of the related case.
{{!}}-
{{!}}interaction.contact
{{!}}The first and last name of contact.
{{!}}-
{{!}}interaction.dnis
{{!}}The last call dialed (useful for call transfer). This variable identifies the outbound location for outbound calls and is best used in outbound templates.
{{!}}-
{{!}}interaction.endDate
{{!}}The date and time when interaction ended.
{{!}}-
{{!}}interaction.isConsultation
{{!}}This is true if the interaction is a consultation.
{{!}}-
{{!}}interaction.startDate
{{!}}The date and time when the interaction started.
{{!}}-
{{!}}userData.<key>
{{!}}This can be any UserData key available for the interaction. You might also find some of the following UserData keys useful (they're included by default by Agent Workspace on transfers):

*userData.GCS_TransferringAgentName — The name of the transferring agent.
*userData.GCS_TransferringDate — The date and time of transfer.
*userData.GCS_TransferringEmployeeId — The ID of the transferring employee.
*userData.GCS_TransferringReason — The reason for the transfer. This is an empty string if no reason exists.
{{!}}-
{{!}}contact.EmailAddresses
{{!}}A list of email addresses associated with the contact.
{{!}}-
{{!}}contact.PhoneNumbers
{{!}}A list of phone numbers associated with the contact.
{{!}}} 
|Status=No
}}
}}

PEC-AS/Current/ManageCC/Agent and contact center statistics

2022-08-16T13:57:09Z

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

{{Article
|Standalone=No
|DisplayName=Agent and contact center statistics
|TocName=Agent and contact center statistics
|Context=Learn about the available agent and contact center statistics.
|Dimension=Journey
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Administrator
|Section={{Section
|alignment=Vertical
|structuredtext=The '''Desktop Statistics''' section allows you to add, edit, import and export statistics to be displayed under '''My Reports''' and '''Contact Center''' panes of the Agent Workspace dashboard or the '''Reports''' view in Gplus Adapter. The '''Statistics''' tab includes three sub-tabs to help you manage your statistics:

*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Agent_and_contact_center_statistics|anchor=agentstats|display text=Agent statistics}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Agent_and_contact_center_statistics|anchor=ccstats|display text=Contact center statistics}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Agent_and_contact_center_statistics|anchor=defs|display text=Statistics definitions}}

Essentially, you add statistics to a global statistics list. Then from that list, you can select the statistics that you want to apply. Statistics can be re-used, meaning that if you create a statistic for a specific agent group, for example, you can then apply that favorite to another agent group.
|Status=No
}}{{Section
|sectionHeading=Agent statistics
|anchor=agentstats
|alignment=Vertical
|structuredtext=On '''Agent Statistics''' tab, manage the statistics that are displayed under '''My Reports''' to the agent. The '''My Reports''' page gives agents a view of the current state of their own activity.
|Status=No
}}{{Section
|alignment=Horizontal
|Media=Image
|image=UmgrAgentStatList.png
|structuredtext=To access the '''Agent Statistics''' tab, click '''Contact Center Settings > Agent Statistics'''. The list on the page includes all agent statistics that are already configured, either by you or another administrator. For a new implementation, the list might be blank.
|Status=No
}}{{Section
|alignment=Horizontal
|Media=Image
|image=ASAddAgentStatistics.png
|structuredtext=To add a shared statistic to the list, click '''Add Statistics''' to access a list of shared statistics. In the window that opens, select an option from the list of statistics, and then click '''Add'''.
|Status=No
}}{{Section
|alignment=Horizontal
|Media=Image
|image=UmgrAddStatistic.png
|structuredtext=If you don't see the statistic you want, you can create a new statistic for the global list and then add that statistic for the '''Agent Statistics''' list.

#Click '''Add Statistics'''.
#In the window that opens, click '''Add''' to create a new statistic.
#In the '''Add Statistic''' window, configure the attributes.
#Click '''Add'''.
#:The statistic is now listed in the list on the '''Add Statistic''' window. This means that the statistic is now available in the global list, but is not yet assigned.
#To assign the new statistic to '''Agent Statistics''' list, select the statistic and click '''Add'''.
#:The window closes and the new statistic is assigned to the '''Agent Statistics''' list.
|structuredtextwide=You can set the following attributes for each statistic that you specify to be displayed to agents.

*'''Display Name''': The name of the statistic to be displayed.
*'''Name of the statistic in the statistics.yaml file''': This must correspond to the value of the <code>name</code> attribute in the '''statistics.yaml''' file.
*'''Warning Level Low''': The minimum value of the statistic before a warning is raised. No warnings above this value.
*'''Warning Level High''': The maximum value of the statistic before a warning is raised. No warnings below this value.
*'''Error Level Low''': The minimum value of the statistic before an error is raised. No errors above this value.
*'''Error Level High''': The maximum value of the statistic before an error is raised. No errors below this value.
*'''Worst Value Low''': The minimum value of the statistic before a critical error is raised.
*'''Worst Value High''': The maximum value of the statistic before a critical error is raised.
*'''Measurement Unit''': an optional display value.
*'''Number''': Indicates the statistic type is numeric.
*'''Duration''': Indicates the statistic type is duration (in HH:MM:SS format).
|Status=No
}}{{Section
|sectionHeading=Contact center statistics
|anchor=ccstats
|alignment=Vertical
|structuredtext=On the '''Contact Center Statistics''' tab, manage the statistics that are displayed under '''Contact Center'''. The '''Contact Center''' tab gives agents a view of the current state of activity for the call center.

To access the '''Contact Center Statistics''' tab, click '''Contact Center > Contact Center Statistics'''.
|Status=No
}}{{Section
|alignment=Horizontal
|Media=Image
|image=ASAddResources.png
|structuredtext=To configure Contact Center Statistics, you must first add a resource. Resources can include agent groups, queues, DN groups, and routing points. In the first drop-down list box, select the type of resource you want to add, and then select the resource from the second drop-down list box. Click '''Add Resource'''. This action adds a row for the resource to the '''Contact Center Statistics''' table.
|Status=No
}}{{Section
|alignment=Horizontal
|Media=Image
|image=ASAddCCStats.png
|structuredtext=Then you can add statistics by clicking '''Add Statistics'''. The '''Add Statistics''' window opens, where you can either select a preconfigured statistic or create a new one (see {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Agent_and_contact_center_statistics|anchor=agentstats|display text=Agent statistics}}). This action adds a column to the '''Contact Center Statistics''' table. Continue adding the statistics that you want to add to the table.
|Status=No
}}{{Section
|alignment=Horizontal
|Media=Image
|image=UmgrCCStatCheckmarks.png
|structuredtext=When you are done, notice the black checkmarks in the '''Contact Center Statistics''' table. The black checkmarks indicate which statistics apply to each resource. For example, the '''current number in queue''' statistic does not apply to agent groups. Agent desktops shows only statistics with check marks; other desktops show only statistics with hyphens (-).
|Status=No
}}{{Section
|alignment=Vertical
|structuredtext={{NoteFormat|Agents can only see Route Points on switches they are given permission to view. For example: Your Contact Center Statistics are configured to monitor the following routing points: RP1, RP2, and RP3. RP1 belongs to one switch while RP2 and RP3 belong to another switch. An agent who is only configured to log into the switch that contains RP1 can only see RP1 in the Contact Center Statistics. RP2 and RP3 are not visible to the agent because they belong to a switch that agent doesn’t have permission to access.|}}
|Status=No
}}{{Section
|sectionHeading=Statistics definitions
|anchor=defs
|alignment=Vertical
|structuredtext=Using the '''Statistic Definitions''' tab, you can add, delete, edit, import, and export statistic definitions. The supported formats for the statistic definition files are: .CSV and .YAML.

{{NoteFormat|The Import and Export features are only available for Workspace Web Edition 8.5.|}}

====About CSV files====

The .CSV file must be a text file in a comma-separated format. In the source file each line represents a single statistic.

====About YAML files====
Use a YAML file to import custom statistics from a valid .YAML file. The following example shows one custom statistic from a sample .YAML file:

<tt>name: ReadyDuration
objectType: AGENT
notificationMode: PERIODICAL
notificationFrequency: 10
statisticDefinitionEx:
category: TotalAdjustedTime
intervalType: GrowingWindow
mainMask: WaitForNextCall
subject: DNStatus
dynamicTimeProfile: '8:00'
dynamicFilter: MediaType=voice
saveHistory: false
insensitivity: 1
location: /</tt>
|Status=No
}}{{Section
|alignment=Horizontal
|Media=Image
|image=AddStatisticDef_March2021_GAPI-26989.png
|structuredtext=====How do I add a custom statistic definition?====
To add a new custom statistic definition, click '''Add''', and choose an existing statistic definition to start from, then click '''Next'''. After entering all the required information into the form (all fields marked with an asterisk are mandatory), click '''Save'''.{{NoteFormat|When creating a new statistic definition, Agent Setup does not require the <tt>mainMask</tt> field to be populated when using the statistic category <tt>ServiceFactor1</tt>.|}}
|Status=No
}}{{Section
|alignment=Horizontal
|Media=Image
|image=DeleteStatisticDef_March2021_GAPI-26989.png
|structuredtext=====How do I delete a custom statistic definition?====
To delete a custom statistic definition, click the checkbox next to the statistic name and then click '''Delete'''. A confirmation dialogue box appears. Click '''Delete.'''
|Status=No
}}{{Section
|alignment=Horizontal
|Media=Image
|image=EditStatisticDef_March2021_GAPI-26989.png
|structuredtext=====How do I edit a custom statistic definition?====
To edit a custom statistic definition, click the statistic name to open the '''Edit Statistic Definition''' window. Make any necessary changes and click '''Save'''.
|Status=No
}}{{Section
|alignment=Horizontal
|Media=Image
|image=MigrateAS2StatisticDef_March2021_GAPI-26989.png
|structuredtext=====How do I migrate a statistic definition to 9.0?====
To migrate a custom statistic definition, check the checkbox next to the statistic name and click '''Migrate'''.
{{NoteFormat|If any conflicts are found, Agent Setup opens a window asking you to confirm you wish to '''Replace''' the statistics, or '''Cancel''' the action.}}
|Status=No
}}{{Section
|alignment=Horizontal
|Media=Image
|image=ASImportStats.png
|structuredtext=====How do I import custom statistic definitions?====
{{NoteFormat|The Import feature is only available for Workspace Web Edition 8.5.|}}To import a .CSV or .YAML file that contains your custom statistic definitions, click '''Import''', select your file, and then click '''Open'''. User Setup validates the file and indicates which, if any, values need to be corrected. If you receive such a message, make the recommended corrections and then try again.
|Status=No
}}{{Section
|alignment=Horizontal
|Media=Image
|image=ASExportStats.png
|structuredtext=====How do I export statistic definitions?====
{{NoteFormat|The Export feature is only available for Workspace Web Edition 8.5.|}}

You can export your statistic definitions to an external .CSV or .YAML file. You can select your custom statistics, global statistics, or both. Then you can choose which file type to export. The exported file downloads to your local computer.
|Status=No
}}
}}

PEC-AS/Current/ManageCC/Hierarchy

2022-08-16T13:56:39Z

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

{{Article
|Standalone=No
|DisplayName=Settings and configuration overview
|Application=Agent Setup
|Role=Administrator
|TocName=Settings and configuration overview
|ComingSoon=No
|Context=This page explains the distinction between contact center settings, agent group settings, and user settings within Agent Setup.
|Section={{Section
|sectionHeading=Overview
|alignment=Vertical
|structuredtext=Agent Setup contains a series of options that enable you to manage the contact center and the users within it. There's a hierarchy that defines the level at which these options can be configured:

*Contact Center Settings (global settings)
**Agent Groups
***Users

Typically, when you enable something on the Contact Center Settings screen in the application, those settings are applied globally, meaning they're applied to all agent groups and users within the contact center. Some, but not all, options can be edited at either the agent group level or user level, or both. For example, the channels you configure on the Contact Center Settings screen will be inherited by all agent groups and users within the contact center, but you can edit these channels for either or both.
|Status=No
}}{{Section
|sectionHeading=Settings by group
|alignment=Vertical
|structuredtext=When you click '''Contact Center Settings''', '''Agent Groups > New Agent Group''', or '''Users > New User''' in the Agent Setup application, you'll see a panel in the left margin of the screen containing categories of options that allow you or other users to handle a series of related tasks. This table summarizes the categories of options and identifies (via Yes or No) the level at which those options can be enabled or updated.
{{{!}} class="wikitable"
{{!}}-
{{!}}{{!}}'''Category'''
{{!}}{{!}}'''Contact Center'''
{{!}}{{!}}'''Agent Group'''
{{!}}{{!}}'''User'''
{{!}}{{!}}'''Description'''
{{!}}{{!}}'''Sample options'''
{{!}}-
{{!}}{{!}}Agent Workspace
{{!}}{{!}}Yes
{{!}}{{!}}No
{{!}}{{!}}No
{{!}}{{!}}Contains Agent Workspace configuration options that are applied globally.

{{!}}{{!}}Skills, dispositions, agent states, toast data, case data Caller ID, global favorites, external URLs
{{!}}-
{{!}}{{!}}Agent Group
{{!}}{{!}}No
{{!}}{{!}}Yes
{{!}}{{!}}No
{{!}}{{!}}Contains agent group information configured in Agent Workspace settings at the Contact Center Settings/global level.
{{!}}{{!}}Agents, dispositions, agent states, statistics, toast data, case data Caller ID, global favorites, external URLs
{{!}}-
{{!}}{{!}}User
{{!}}{{!}}No
{{!}}{{!}}No
{{!}}{{!}}Yes
{{!}}{{!}}Contains user specific information configured in Agent Workspace settings at the Contact Center Settings/global level.
{{!}}{{!}}Skills, Caller ID, agent groups, access groups, annex, favorites, switches, external URLs
{{!}}-
{{!}}{{!}}Desktop Options
{{!}}{{!}}Yes
{{!}}{{!}}Yes
{{!}}{{!}}Yes
{{!}}{{!}}Options that dictate what level of control an agent has when interacting with customers.
{{!}}{{!}}Channel configuration, standard responses, global login, recording, interaction search
{{!}}-
{{!}}{{!}}Digital Management
{{!}}{{!}}Yes
{{!}}{{!}}Yes
{{!}}{{!}}Yes
{{!}}{{!}}Options related to email management.
{{!}}{{!}}Email mailboxes, email address management
{{!}}-
{{!}}{{!}}Single Sign On
{{!}}{{!}}Yes
{{!}}{{!}}No
{{!}}{{!}}No
{{!}}{{!}}Single Sign-On configuration.
{{!}}{{!}}SAML
{{!}}-
{{!}}{{!}}Desktop Statistics
{{!}}{{!}}Yes
{{!}}{{!}}No
{{!}}{{!}}No
{{!}}{{!}}Configuration of agent statistics, contact center statistics, and statistical definitions.
{{!}}{{!}}Warning levels, error levels, statistics types
{{!}}-
{{!}}{{!}}Templates
{{!}}{{!}}Yes
{{!}}{{!}}No
{{!}}{{!}}No
{{!}}{{!}}Configuration of templates that contain global-level agent and contact center properties
{{!}}{{!}}DN, login, person, and place templates
{{!}}-
{{!}}{{!}}CRM Adapter
{{!}}{{!}}Yes
{{!}}{{!}}Yes
{{!}}{{!}}Yes
{{!}}{{!}}Options related to the CRM/Gplus Adapter.
{{!}}{{!}}Screen pops, custom Salesforce templates.
{{!}}-
{{!}}{{!}}Routing Manager
{{!}}{{!}}Yes
{{!}}{{!}}No
{{!}}{{!}}No
{{!}}{{!}}Presents read-only lists of routing points, virtual queues, and DNs for the contact center.
{{!}}{{!}}Create DN groups.
{{!}}-
{{!}}{{!}}Recording
{{!}}{{!}}No
{{!}}{{!}}Yes
{{!}}{{!}}No
{{!}}{{!}}Recording hierarchy configuration.
{{!}}{{!}}Enable recording hierarchy
{{!}}}
|Status=No
}}
}}

PEC-AS/Current/ManageCC/Work with Global Favorites

2022-08-16T13:56:38Z

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

{{Article
|Standalone=No
|DisplayName=Global favorites
|TocName=Global favorites
|Context=Create and maintain a list of Global Favorites agents can access quickly in the Team Communicator in Agent Workspace.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Administrator
|Application=Agent Workspace, Agent Setup
|Section={{Section
|alignment=Vertical
|structuredtext=As a contact center administrator, you can create and maintain a list of Favorites, which are contacts and internal targets that your agents can access quickly in the Team Communicator. To see how agents use global favorites (also known as corporate favorites) in Agent Workspace, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADTeamCommunicator|anchor=Using_Favorites|display text=Using Favorites}} in the ''Agent Workspace Agent's Guide''.

In addition to managing favorites from the '''Agent''' '''Desktop''' Settings, you can also manage favorites on the '''Agent Groups''' page and the '''Add/Manage User''' window. No matter from what screen you add a favorite, you can include the favorite in the list of shareable favorites to be reused in all places where Global Favorites (or Personal Favorites for user accounts) are available for configuration in Agent Setup.

{{NoteFormat|
* When editing an existing Favorite, the changes are applied to all Agent Groups who have that Favorite assigned to them in their Global Favorite list.
* When deleting a Favorite from the Favorites Pool, it is removed from all Agent Groups who have that Favorite assigned to them in their Global Favorite list.
* When deleting a Favorite from an Agent Group, it is only removed from that Agent Group's Global Favorite list, It is not removed from the Favorites Pool.|2}}
|Status=No
}}{{Section
|sectionHeading=Scenario
|alignment=Vertical
|structuredtext=To help demonstrate how this all works, let’s observe how Henry, a contact center administrator, adds a favorite to one agent group and then applies the same favorite to another agent group.

Henry is configuring Agent Workspace settings for agent_group_bu_3. As part of the setup, he needs to create a list of contacts to be displayed in the Team Communicator for each agent that belongs to the group. For the purposes of this demonstration, he’ll add only one favorite. In reality, he would set up as many favorites as required to meet the needs of his contact center. The goal is to include a quick way for agents to transfer an interaction to an agent who can speak French.
|Status=No
}}{{Section
|alignment=Horizontal
|Media=Image
|image=Favorites01_March2021_GAPI-23054.png
|structuredtext=These are the steps he takes:

#Access the Agent Group ('''Agent Groups> agent_group_bu_3''')
#Click '''Agent Group >''' '''Group Favorites'''.
|Status=No
}}{{Section
|alignment=Horizontal
|Media=Image
|image=Favorites02_March2021_GAPI-23054.png
|structuredtext=<ol>
<li value="3">Henry adds the French skill as a new favorite in the global list. He:
<ol type="a"><li>Clicks '''Add Favorites > Global Favorites Pool > Create Favorite'''</li>
<li>On the '''Manage Favorites''' window, he selects '''Skill'''.</li>
<li>Types '''French''' in the '''Name''' and '''Display Name''' fields.</li>
<li>Chooses '''French''' from the '''Favorite Object''' field. </li>
<li>Selects a category. Categories organize how the favorites are displayed in Team Communicator. Henry selects '''Quick'''.
</li>
<li>At this time, Henry chooses not add any '''Key'''/'''Value''' pairs.
</li></ol>
<li>He clicks '''Save'''.</li></ol>
|Status=No
}}{{Section
|alignment=Horizontal
|Media=Image
|image=Favorites03_March2021_GAPI-23054.png
|structuredtext=The new favorite (French) is now added to the global favorites list on the '''Manage Favorites''' window. However, at this point, the new favorite is not assigned to "agent_group_bu_3" yet. It’s simply available in the global list. He now needs to add the new favorite to "agent_group_bu_3". Henry clicks '''Add Favorites''', and uses the Filter field to search for the new '''French''' favorite. Henry then selects the check box beside '''French''' and clicks '''Save'''.
|Status=No
}}{{Section
|sectionHeading=Result
|anchor=Result
|alignment=Horizontal
|Media=Image
|image=Favorites04_March2021_GAPI-23054.png
|structuredtext=When Henry clicks '''Save''', the '''Manage Favorites''' window closes and the new favorite is added to the '''Group Favorites''' list for "agent_group_bu_3", as shown.

If Henry wishes to add '''French''' as a group favorite for any other Agent Group, all he needs to do is:

#From the main '''Agent Group''' tab at the top, click the '''Agent Group''' from the list.
#From the left-hand menu, click '''Agent Group >''' '''Group Favorites''' to open the global list of favorites.
#Click '''Add Favorites'''
#Select '''French''' from the '''Manage Favorites''' list and click '''Save'''.
#Finally, click '''Save''' from the '''Global Favorites''' window.

Now that French is listed in the global favorites list, Henry has the option in the future to easily add '''French''' as a personal favorite for {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agent_groups|display text=other agent groups}}, {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agents|display text=individual users}}, or all users in the contact center.
|Status=No
}}{{Section
|sectionHeading=Favorites Pool
|alignment=Horizontal
|Media=Image
|image=GlobalFavoritesPool_Mar2021_GAPI-25601.png
|structuredtext=Through the Favorites Pool, you can add, delete, and edit the global favorites available in your contact center.

*To add a new Favorite to the Pool, click '''Create Favorite''', add in all the required information in the '''Manage Favorites''' window, and then click '''Save'''.
*{{NoteFormat|When you choose '''Custom''' from the '''Type''' field, you get the addition of a '''Phone Number''' field.|2}}

*To delete a Favorite from the Pool, Use the '''Filter Items''' field to search for the Favorite '''Name''', click the check box next to its name, and then click the trash can icon to delete. A dialogue box opens asking you to confirm your selection.

*To edit a Favorite from the Pool, Use the '''Filter Items''' field to search for the Favorite '''Name''', double click its name to open the '''Manage Favorites''' window, make changes to the '''Name''', '''Type''', or '''Category''', and then click '''Save''' to save your changes.
|Status=No
}}
}}

PEC-AS/Current/ManageCC/Interaction history advanced search

2022-08-16T13:56:35Z

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

{{Article
|Standalone=No
|DisplayName=Interaction history advanced search
|TocName=Interaction history advanced search
|Context=Configure search for interaction history so agents can find previous interactions in Agent Workspace.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Administrator
|Application=Agent Setup
|Section={{Section
|alignment=Horizontal
|Media=Image
|image=InteractionHistoryAdvancedSearch_March2021_GAPI-26353.png
|structuredtext=In the ''' Interaction History Advanced Search''' section, you can configure the following options:

*'''Can Search all Interactions''' allows an agent to search among all interactions.
*'''Can Advanced Search all Interactions''' allows an agent to conduct an advanced search among all interactions.
*'''Can Filter all Interactions''' allows an agent to filter all interactions.
*'''All Interactions Quick Search Attributes''' specifies the interaction attributes used to search interactions in quick search mode of the Interaction Search view.
*'''History Search Attributes''' specifies the list of interaction attributes an agent can use in the Advanced Search mode of the Contact History, My History and Interaction Search views.
*:Search attributes include Subject, Start/End Date, Status, Contact, From Address, Phone Number, Released Date, Sent Date, Notes, and Interaction Type.
*'''Date Search Types''' specifies the search types available to search the contact database by date. Types include On, On or After, Before, and Between.
*'''All Interactions Displayed Columns''' specifies the interaction attributes displayed in the result list of the Interaction Search view.
*'''Allow Unanswered Outbound Call''' specifies an interaction is created in the Universal Contact Server database, even if the outbound call is unanswered by the customer.
|Status=No
}}
}}