DES/Current/Designer/EmailApp - Revision history

WikiSysop at 19:15, July 28, 2022

2022-07-28T19:15:48Z

Brian.marshall@genesys.com: Published

2021-11-19T16:11:48Z

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Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

2021-11-09T20:29:03Z

Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

Brian.marshall@genesys.com: Published

2021-06-10T16:35:15Z

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Brian.marshall@genesys.com: Published

2021-06-07T17:41:18Z

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Brian.marshall@genesys.com: Published

2021-06-07T12:53:59Z

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{{Article
|Standalone=No
|DisplayName=Genesys Engage cloud Email package
|TocName=Genesys Engage cloud Email package
|Context=Designer includes a digital application package that contains everything you need to get started with the Engage cloud Email solution.
|ComingSoon=Yes
|Platform=GenesysEngage-onpremises
|Role=Administrator
|Section={{Section
|sectionHeading=Introduction
|anchor=introduction
|alignment=Vertical
|structuredtext=Designer includes a pre-built digital application package that integrates Designer interaction handling and routing capabilities with the Genesys Engage cloud Email functionality provided by {{Link-AnywhereElse|product=PEC-IWD|version=Current|manual=Administrator|topic=IWD|display text=Intelligent Workload Distribution}} (IWD) and {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Desktop}}.

The package enables you to:

*Process incoming emails from Workload Manager and route them to the intended agents.
*Send reply emails from agents to customers (with support for Quality Assurance reviews).

For more information about Genesys Engage cloud Email, see {{Link-Standalone|topic=PEC-Email/HIW}}.

===How to get started===

====Review the package components====
First, review this page to familiarize yourself with all of the package components. The package includes the following Designer objects and resources (each links to the section where they are described in more detail):

*{{Link-SomewhereInThisVersion|manual=Designer|topic=EmailApp|anchor=applications|display text=Applications}} (digital type) for routing and sending emails. These applications are designed to be ready for you to publish and use.
*{{Link-SomewhereInThisVersion|manual=Designer|topic=EmailApp|anchor=modules|display text=Modules}} to perform specific functions within the applications, such as checking the hours of operation, sending automated messages, and determining which routing services to use.
*{{Link-SomewhereInThisVersion|manual=Designer|topic=EmailApp|anchor=datatables|display text=Data Tables}} to manage the configuration settings that are specific to your operations. You'll use these to define email profiles, hours of operation, and routing criteria.
*A digital {{Link-SomewhereInThisVersion|manual=Designer|topic=EmailApp|anchor=messages|display text=Message Collection}} you can use when sending auto-acknowledgement messages to customers.

====Configure and publish the data tables====
Next, you'll need to update the package {{Link-SomewhereInThisVersion|manual=Designer|topic=EmailApp|anchor=datatables|display text=data tables}} with the required configuration settings for your site. Remember to publish the data tables after you are finished making your changes.

====Publish the applications====
Finally, publish the email applications.
|Status=No
}}{{Section
|sectionHeading=Applications
|anchor=applications
|alignment=Vertical
|structuredtext=The package includes three pre-built digital applications that are designed to be ready-to-use. Rather than make changes to the applications directly, you can use the {{Link-SomewhereInThisVersion|manual=Designer|topic=EmailApp|anchor=datatables|display text=data tables}} and various business controls resources to customize the applications for your requirements. For example, you can use the data tables to create profiles that tell the application how to handle emails for certain categories, which business hours to check, or which skill expressions to target.

The package includes the following applications:
{{AnchorDiv|iwdEmail}}
===Engage Cloud Email===
This is the main application that handles the processing and routing of incoming emails from Engage Cloud Email.

Here's a quick summary of the application flow:

*When an email arrives, the application checks which {{Link-AnywhereElse|product=PEC-IWD|version=Current|manual=Administrator|topic=IWDCategories|display text=category}} the email belongs to and matches it to the appropriate {{Link-SomewhereInThisVersion|manual=Designer|topic=EmailApp|anchor=EmailProfiles|display text=Email Profile}}. If there is no matching profile, the default profile is used. (Emails that are determined to be automated replies are ignored.)
*The {{Link-SomewhereInThisVersion|manual=Designer|topic=EmailApp|anchor=HoopsCheck|display text=hours of operation are checked}}. If the contact center is closed, the email is held in a parking queue until the contact center opens. At that point, the application resumes processing the email.
*The {{Link-SomewhereInThisVersion|manual=Designer|topic=EmailApp|anchor=EmailRouting|display text=email is routed}} according to its priority. If the last agent who serviced the customer is not available (or the {{Link-SomewhereInThisVersion|manual=Designer|topic=RouteAgent|anchor=AgentRoutingtab|display text=Last Called Agent}} option is not enabled), the email is routed to a skill expression.
*The agent completes {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADemail|display text=their handling of the email}}.

Each major event in the application flow adds a milestone to the reporting details that can be used to track the progress of each interaction.
{{AnchorDiv|sendEmail}}
===Send Engage Cloud Email===
This application sends reply emails from agents to contacts using the {{Link-SomewhereInThisVersion|manual=Designer|topic=SendEmail|display text=Send Email}} block. It can also flag certain emails for supervisor review and route a percentage of those emails to a supervisor skill expression.

Here's a quick summary of the application flow:

*An agent composes a reply email using {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Desktop}}. Depending on your setup, standard responses can be managed in {{Link-AnywhereElse|product=PEC-ES|version=Current|manual=Administrator|topic=categSR|display text=eServices Manager}} or by using {{Link-SomewhereInThisVersion|manual=Designer|topic=StandardResponses|display text=Standard Responses Management}} in Designer.
*The application checks if the email was reviewed by a supervisor. If yes, or it does not require a supervisor review, it sends the email to the recipient.
*If a certain percentage of random emails are to be sent to a supervisor for review, the application routes these to the target supervisor skill expression.
{{AnchorDiv|sendEmail2}}
===Send Engage Cloud Email v2===
This application shares the same basic functionality as the '''Send Engage Cloud Email''' application, but can also perform additional handling when additional Quality Assurance (QA) reviews for email are required. For more information about email QA reviews, see [https://docs.genesys.com/Documentation/HTCC/latest/IWWDep/EmailQA Email Quality Assurance].

Here's a quick summary of the application flow:

*An agent composes and sends a reply email using {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Desktop}}. Depending on your setup, standard responses can be managed in {{Link-AnywhereElse|product=PEC-ES|version=Current|manual=Administrator|topic=categSR|display text=eServices Manager}} or by using {{Link-SomewhereInThisVersion|manual=Designer|topic=StandardResponses|display text=Standard Responses Management}} in Designer.
*The application checks if the email was reviewed for QA and if the disposition was accepted. If yes, or it does not require a review, it sends the email to the recipient. If the disposition was rejected by the reviewer, the email is sent back to the agent.
*When the agent makes the required changes and re-sends the email, the application sends it to the original reviewer.
*If a certain percentage of random emails are to be sent to a supervisor for review, the application routes these to the target supervisor skill expression.
{{NoteFormat|If you do need to make changes to an application flow, it is recommended that you clone the application. This creates a new virtual application that you can then modify as desired, while leaving the original application unchanged.|2}}<br />
|Status=No
}}{{Section
|sectionHeading=Modules
|anchor=modules
|alignment=Vertical
|structuredtext=The modules are smaller chunks of application code that perform specific common functions, such as looking up information in data tables to obtain configuration settings. The Engage cloud Email package contains modules that check for hours of operation, send automated messages, and determine which email routing service to use.

The package includes the following modules:
{{AnchorDiv|HoopsCheck}}
===Email HOOPS Check===
This module checks the {{Link-SomewhereInThisVersion|manual=Designer|topic=EmailApp|anchor=HoopsService|display text=Email HOOPS Services}} data table for the Hours of Operation, such as {{Link-SomewhereInThisVersion|manual=Designer|topic=DesBusinessHours}}, {{Link-SomewhereInThisVersion|manual=Designer|topic=EmergencyFlags}}, and {{Link-SomewhereInThisVersion|manual=Designer|topic=SpecialDays}}. If the contact center is closed, a {{Link-SomewhereInThisVersion|manual=Designer|topic=Route|display text=Route Digital}} block parks the interaction until business hours resume. At that point, the parked interaction is processed and given a higher priority.
{{AnchorDiv|SendAutoMsg}}
===Email Send Automated Message===
This module uses an {{Link-SomewhereInThisVersion|manual=Designer|topic=AutomatedMessage}} to send an auto-acknowledgement message to customers confirming that their email was received. The {{Link-SomewhereInThisVersion|manual=Designer|topic=EmailApp|anchor=messages|display text=Email}} message collection contains messages you can use for this purpose.
{{AnchorDiv|EmailRouting}}
===Email Routing===
This module checks the {{Link-SomewhereInThisVersion|manual=Designer|topic=EmailApp|anchor=RoutingService|display text=Email Routing}} data table to determine how the interaction is to be routed.
|Status=No
}}{{Section
|sectionHeading=Data Tables
|anchor=datatables
|alignment=Vertical
|structuredtext=The data tables included with the package provide the configuration settings that the modules reference while performing their various functions. You can use the data tables to control how emails are handled by creating profiles that each have their own customized settings.

{{NoteFormat|'''Remember!''' If you make changes to a data table, you must publish it for the changes to take effect. If you need more information about working with data tables, see {{Link-SomewhereInThisVersion|manual=Designer|topic=DataTables|anchor=edit|display text=Editing a data table}}.|2}}

The package includes the following data tables:
{{AnchorDiv|EmailProfiles}}
===Email Profiles===
Each row in this data table is a ''profile'' that controls how the application handles an email. You can think of a profile as being like a virtual application that can be customized to handle emails in a specific way. For example, you could set up a profile for a particular line-of-business or segment that aligns with the {{Link-AnywhereElse|product=PEC-IWD|version=Current|manual=Administrator|topic=IWDCategories|display text=categories}} defined in Workload Manager.

The profile ID is initially set to '''default''', but can be changed if you define a new profile. If an email does not have a category, or there is no corresponding profile found, the default profile is used.
{{{!}} border="1"
{{!}}-
!Display Name
!Column ID
!Description
{{!}}-
{{!}}Profile ID** (primary key)
{{!}}profile_id
{{!}}A unique ID that the system automatically assigns to the profile.
{{!}}-
{{!}}Profile Name
{{!}}profile_name
{{!}}You can assign a unique name to the profile so that it appears as a virtual application for reporting purposes. This enables you to differentiate it from any other profiles or instances of the application that are running.
{{!}}-
{{!}}Profile Description
{{!}}profile_description
{{!}}If desired, you can provide a description for the profile. For example, you might associate this profile with a particular line of business or customer segment.
{{!}}-
{{!}}HOOPS Service
{{!}}hoops_service_id
{{!}}The ID of the HOOPS Service defined for this profile in the {{Link-SomewhereInThisManual|topic=SmartApp|anchor=hoops|display text=Email HOOPS Service data table}}.
{{!}}-
{{!}}Routing Service
{{!}}routing_service_id
{{!}}The ID of the Routing Service defined for this profile in the {{Link-SomewhereInThisManual|topic=SmartApp|anchor=routing|display text=Email Routing data table}}.
{{!}}}
{{AnchorDiv|HoopsService}}
===Email HOOPS Service===
This data table is where you'll specify the Email HOOPS (Hours of Operations) service definitions. Each service can contain one of each type of Business Controls object, i.e. {{Link-SomewhereInThisVersion|manual=Designer|topic=DesBusinessHours}}, {{Link-SomewhereInThisVersion|manual=Designer|topic=EmergencyFlags}}, or {{Link-SomewhereInThisVersion|manual=Designer|topic=SpecialDays}}.
{{{!}} border="1"
{{!}}-
!Display Name
!Column ID
!Description
{{!}}-
{{!}}HOOPS Service ID ** (primary key)
{{!}}hoops_service_id
{{!}}A unique ID that the system assigns to this service.
{{!}}-
{{!}}Open Hours
{{!}}business_hours
{{!}}Specify the {{Link-SomewhereInThisVersion|manual=Designer|topic=DesBusinessHours}} object to use for this service.
{{!}}-
{{!}}Holidays
{{!}}special_days
{{!}}Specify the {{Link-SomewhereInThisVersion|manual=Designer|topic=SpecialDays}} object to use for this service.
{{!}}}
{{AnchorDiv|RoutingService}}
===Routing Service===
This data table is where you'll configure the settings for routing services. You can define multiple routing attempts, and each attempt can route to a different target.

{{NoteFormat|Currently, only skill expressions are supported as routing targets.}}

{{{!}} border="1"
{{!}}-
!Display Name
!Column ID
!Description
{{!}}-
{{!}}Routing Service** (primary key)
{{!}}routing_service_id
{{!}}You can enter a unique name for the routing service.
'''Note''': Multiple attempts will use the same routing service if the attempts are related.
{{!}}-
{{!}}Routing Attempt** (primary key)
{{!}}routing_attempt
{{!}}Specify how many routing attempts are to be made. Attempts are made in increasing order.
{{!}}-
{{!}}Skill Expression
{{!}}routing_skill
{{!}}Specify the target skill expression to be used for routing.
{{!}}-
{{!}}Last Agent Routing
{{!}}last_agent_routing
{{!}}(Boolean) If the '''Last Called Agent''' option is enabled, the email is routed to the agent that last serviced the customer. Otherwise, the email is routed to the specified skill expression.
{{!}}-
{{!}}Supervisor Review
{{!}}supervisor_review
{{!}}(Boolean) If enabled, the email is considered for supervisor review.
{{!}}-
{{!}}Review Percent
{{!}}review_percent
{{!}}The percentage of emails considered for supervisor review that will be routed to the specified supervisor skill expression.
{{!}}-
{{!}}Supervisor Skill Expression
{{!}}supervisor_skill
{{!}}Specify the target supervisor skill expression to use for routing.
{{!}}-
{{!}}Routing Timeout
{{!}}routing_timeout
{{!}}Specify the timeout for routing attempts.
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Message Collection
|anchor=messages
|alignment=Vertical
|structuredtext=The package includes the following Message Collection:

===Email===
The '''Email''' message collection contains messages that can be used for sending auto-acknowledgment emails with the {{Link-SomewhereInThisVersion|manual=Designer|topic=AutomatedMessage}}. You can access this collection from the {{Link-SomewhereInThisVersion|manual=Designer|topic=DigitalResourcesBar}} page.
|Status=No
}}
}}

@@ Line 11: / Line 11: @@
 |anchor=introduction
 |alignment=Vertical
-|structuredtext=Designer includes a pre-built digital application package that integrates Designer interaction handling and routing capabilities with the Genesys Multicloud CX Email functionality provided by {{Link-AnywhereElse|product=PEC-IWD|version=Current|manual=Administrator|topic=IWD|display text=Intelligent Workload Distribution}} (IWD) and {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Desktop}}.
+|structuredtext=Designer includes a pre-built digital application package that integrates Designer interaction handling and routing capabilities with the Genesys Multicloud CX Email functionality provided by {{Link-AnywhereElse|product=PEC-IWD|version=Current|manual=Administrator|topic=IWD|display text=Intelligent Workload Distribution}} (IWD) and {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Workspace}}.
 The package enables you to:
@@ Line 63: / Line 63: @@
 Here's a quick summary of the application flow:
-*An agent composes a reply email using {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Desktop}}. Depending on your setup, standard responses can be managed in {{Link-AnywhereElse|product=PEC-ES|version=Current|manual=Administrator|topic=categSR|display text=eServices Manager}} or by using {{Link-SomewhereInThisVersion|manual=Designer|topic=StandardResponses|display text=Standard Responses Management}} in Designer.
+*An agent composes a reply email using {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Workspace}}. Depending on your setup, standard responses can be managed in {{Link-AnywhereElse|product=PEC-ES|version=Current|manual=Administrator|topic=categSR|display text=eServices Manager}} or by using {{Link-SomewhereInThisVersion|manual=Designer|topic=StandardResponses|display text=Standard Responses Management}} in Designer.
 *The application checks if the email was reviewed by a supervisor. If yes, or it does not require a supervisor review, it sends the email to the recipient.
 *If a certain percentage of random emails are to be sent to a supervisor for review, the application routes these to the target supervisor skill expression.
@@ Line 72: / Line 72: @@
 Here's a quick summary of the application flow:
-*An agent composes and sends a reply email using {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Desktop}}. Depending on your setup, standard responses can be managed in {{Link-AnywhereElse|product=PEC-ES|version=Current|manual=Administrator|topic=categSR|display text=eServices Manager}} or by using {{Link-SomewhereInThisVersion|manual=Designer|topic=StandardResponses|display text=Standard Responses Management}} in Designer.
+*An agent composes and sends a reply email using {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Workspace}}. Depending on your setup, standard responses can be managed in {{Link-AnywhereElse|product=PEC-ES|version=Current|manual=Administrator|topic=categSR|display text=eServices Manager}} or by using {{Link-SomewhereInThisVersion|manual=Designer|topic=StandardResponses|display text=Standard Responses Management}} in Designer.
 *The application checks if the email was reviewed for QA and if the disposition was accepted. If yes, or the email does not require a QA review, it sends the email to the recipient. If the disposition was rejected by the reviewer, the email is sent back to the agent so that they can make the required changes.
 *When the agent makes the required changes and re-submits the email, the application directs it to the original QA reviewer for their review and approval.

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=No
-|DisplayName=Genesys Multicloud CX Email package
+|DisplayName=Genesys Multicloud CX Email
-|TocName=Genesys Multicloud CX Email package
+|TocName=Genesys Multicloud CX Email
-|Context=Designer includes a digital application package that contains everything you need to get started with the Engage cloud Email solution.
+|Context=Designer includes a digital application package that contains everything you need to get started with the Genesys Multicloud CX Email solution.
 |ComingSoon=No
 |Platform=GenesysEngage-onpremises
@@ Line 19: / Line 19: @@
 For more information about Genesys Multicloud CX Email, see {{Link-Standalone|topic=PEC-Email/HIW}}.
+|Status=No
-===How to get started===
+}}{{Section
+|sectionHeading=How to get started
-====Review the package components====
+|anchor=start
 First, review this page to familiarize yourself with all of the package components. The package includes the following Designer objects and resources (each links to the section where they are described in more detail):
@@ Line 30: / Line 32: @@
 *A digital {{Link-SomewhereInThisVersion|manual=Designer|topic=EmailApp|anchor=messages|display text=Message Collection}} you can use when sending auto-acknowledgement messages to customers.
-====Configure and publish the data tables====
+===Configure and publish the data tables===
 Next, you'll need to update the package {{Link-SomewhereInThisVersion|manual=Designer|topic=EmailApp|anchor=datatables|display text=data tables}} with the required configuration settings for your site. Remember to publish the data tables after you are finished making your changes.
 ===Publish the applications===
 Finally, publish the email applications.{{NoteFormat|Some of the package contents in your deployment might include the term '''IWD''' in their names. For example, the '''Send Email''' application might appear as '''IWD Send Email'''. They are, however, the same resources as described on this page.|}}
 <br />
@@ Line 210: / Line 211: @@
 ===Email===
 The '''Email''' message collection contains messages that can be used for sending auto-acknowledgment emails with the {{Link-SomewhereInThisVersion|manual=Designer|topic=AutomatedMessage}}. You can access this collection from the {{Link-SomewhereInThisVersion|manual=Designer|topic=DigitalResourcesBar}} page.
 |Status=No
 }}
 }}

@@ Line 56: / Line 56: @@
 Each major event in the application flow adds a milestone to the reporting details that can be used to track the progress of each interaction.
 {{AnchorDiv|sendEmail}}
-===Send Engage Cloud Email===
+===Send Engage cloud Email===
 This application sends reply emails from agents to contacts using the {{Link-SomewhereInThisVersion|manual=Designer|topic=SendEmail|display text=Send Email}} block. It can also flag certain emails for supervisor review and route a percentage of those emails to a supervisor skill expression.
@@ Line 65: / Line 65: @@
 *If a certain percentage of random emails are to be sent to a supervisor for review, the application routes these to the target supervisor skill expression.
 {{AnchorDiv|sendEmail2}}
-===Send Engage Cloud Email v2===
+===Send Engage cloud Email v2===
-This application shares the same basic functionality as the '''Send Engage Cloud Email''' application, but can also perform additional handling when additional Quality Assurance (QA) reviews for email are required. For more information about email QA reviews, see [https://docs.genesys.com/Documentation/HTCC/latest/IWWDep/EmailQA Email Quality Assurance].
+This application shares the same basic functionality as the '''Send Engage cloud Email''' application, but can also perform additional handling when additional Quality Assurance (QA) reviews for email are required. For more information about email QA reviews, see [https://docs.genesys.com/Documentation/HTCC/latest/IWWDep/EmailQA Email Quality Assurance].
 Here's a quick summary of the application flow:
 *An agent composes and sends a reply email using {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Desktop}}. Depending on your setup, standard responses can be managed in {{Link-AnywhereElse|product=PEC-ES|version=Current|manual=Administrator|topic=categSR|display text=eServices Manager}} or by using {{Link-SomewhereInThisVersion|manual=Designer|topic=StandardResponses|display text=Standard Responses Management}} in Designer.
-*The application checks if the email was reviewed for QA and if the disposition was accepted. If yes, or it does not require a review, it sends the email to the recipient. If the disposition was rejected by the reviewer, the email is sent back to the agent.
+*The application checks if the email was reviewed for QA and if the disposition was accepted. If yes, or the email does not require a QA review, it sends the email to the recipient. If the disposition was rejected by the reviewer, the email is sent back to the agent so that they can make the required changes.
-*When the agent makes the required changes and re-sends the email, the application sends it to the original reviewer.
+*When the agent makes the required changes and re-submits the email, the application directs it to the original QA reviewer for their review and approval.
 *If a certain percentage of random emails are to be sent to a supervisor for review, the application routes these to the target supervisor skill expression.
 {{NoteFormat|If you do need to make changes to an application flow, it is recommended that you clone the application. This creates a new virtual application that you can then modify as desired, while leaving the original application unchanged.|2}}<br />