GASN/Current/Agent/Supported features - Revision history

WikiSysop at 23:45, July 30, 2022

2022-07-30T23:45:58Z

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:30:02Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:44:53Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Aiuliano: Published

2020-06-12T11:47:35Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Know more about supported features
|TocName=Supported features
|Context=This section presents the Gplus Adapter supported features that require a more in-depth explanation.
|ComingSoon=No
|Platform=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=Click-to-call
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=With the click-to-call feature, all you need to perform is clicking the '''phone icon''' next to a telephone number within ServiceNow and the Gplus Adapter automatically dials it and starts the call. For example, you might search for a contact in ServiceNow and then click the related telephone number.

[[File:GASN 27 make outbound call.png|frameless|900x900px]]
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Screen pops
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=Screen pops are managed and customized by your contact center administrator. Here us how they typically work in an out-of-the-box scenario.

As soon as you accept an inbound call, a search based on the '''Automatic Number Identification (ANI)''' is automatically launched. If an associated contact is found, a '''screen pop''' is triggered inside ServiceNow: the contact detail form opens and displays the data to you. At the same time, an Activity History of type Call —containing all information about that inbound call — is automatically created in ServiceNow and made available on the related Contact landing page.

For outgoing calls, as soon as the interaction connects, you receive a ServiceNow screen pop with an outbound Activity History of type Call, which will also be available on the related Contact landing page.

To learn more about Activity Histories, you can read the following paragraph dedicated to the topic.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Activity history
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=The screen pop you receive when either accept or make a call equally creates a new Activity History of type Call. If the '''Automatic Number Identification (ANI)''' is recognized by ServiceNow, the Activity History is linked to the '''known Contact'''.

Take a look at the table below for an extensive list of ServiceNow fields included in each Activity and their description.<br />
{{{!}} class="wikitable"
{{!}}+
!ServiceNow Activity Field
!Description
{{!}}-
{{!}}Subject
{{!}}Interaction ID
{{!}}-
{{!}}Call From
{{!}}Inbound call: contact from which originated the call
Outbound call: agent making the call
{{!}}-
{{!}}Call To
{{!}}Inbound call: agent accepting the call
Outbound call: contact receiving the call
{{!}}-
{{!}}Phone Number
{{!}}The telephone number from which the call originated
{{!}}-
{{!}}Direction
{{!}}Type of call (inbound, outbound or internal)
{{!}}-
{{!}}Duration
{{!}}Length of the call in minutes and seconds (updated when the call ends)
{{!}}-
{{!}}Description
{{!}}Comments and notes added by the involved agent(s)
{{!}}}
The Gplus Adapter allows investigating the content of the '''Genesys interaction''' directly from the Activity automatically created.

If you want to learn more about screen pops, check the previous paragraph dedicated to the topic.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Performance Tracker
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=While the Gplus Adapter's main view allows you to access the most common tools that you use every day, such as handling calls and changing your status, there is a supported feature allowing you to monitor and track your performance: the Performance Tracker.

By default, you can reach the Tracker by clicking the '''three-dots icon''' on the main bar and then selecting '''Performance'''. However, this view can be customized by your system administrator.

[[File:GASN 29 performance tracker.png|frameless|900x900px]]

The Performance Tracker view displays a list of your '''Key Performance Indicators (KPIs)''', set up by your system administrator.

Your KPIs are shown as tri-colored bars with a white triangle indicating your standing. The name of the KPIs appears exactly below the bar. If you are not satisfying one of your KPIs, the white arrow points to '''yellow''' and '''red'''. When you are fulfilling them, the white arrow moves to '''green'''.

[[File:GASN 30 tri-colored bars.png|frameless|374x374px]]

Each statistic also displays the statistic value under the colored bar to indicate what your current value is for that data point. If you receive any warnings, they are presented next to your statistic value in form of icons:
{{{!}} class="wikitable"
{{!}}+
!Icon
!Name
!Description
{{!}}-
{{!}}[[File:GAMD worst icon.png{{!}}frameless{{!}}25x25px]]
{{!}}Worst icon
{{!}}Displayed if the evaluation of your performance is below the expected worst level for that KPI or contact center statistic.
{{!}}-
{{!}}[[File:GAMD error icon.png{{!}}frameless{{!}}35x35px]]
{{!}}Error icon
{{!}}Displayed if the evaluation of your performance is below the expected error level for that KPI or contact center statistic.
{{!}}-
{{!}}[[File:GAMD warning icon.png{{!}}frameless{{!}}25x25px]]
{{!}}Warning icon
{{!}}Displayed if the evaluation of your performance for that KPI or contact center statistic goes beyond the expected warning level.
{{!}}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Related links
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=*{{Link-SomewhereInThisVersion|manual=Agent|topic=Make_outbound_calls}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |sectionHeading=Click-to-call
 |alignment=Vertical
 |structuredtext=With the click-to-call feature, all you need to perform is clicking the '''phone icon''' next to a telephone number within ServiceNow and the Gplus Adapter automatically dials it and starts the call. For example, you might search for a contact in ServiceNow and then click the related telephone number.
 [[File:GASN 27 make outbound call.png|frameless|900x900px]]
 |Status=No
 }}{{Section
 |sectionHeading=Screen pops
 |alignment=Vertical
 |structuredtext=Screen pops are managed and customized by your contact center administrator. Here us how they typically work in an out-of-the-box scenario.
@@ Line 32: / Line 23: @@
 To learn more about Activity Histories, you can read the following paragraph dedicated to the topic.
 |Status=No
 }}{{Section
 |sectionHeading=Activity history
 |alignment=Vertical
 |structuredtext=The screen pop you receive when either accept or make a call equally creates a new Activity History of type Call. If the '''Automatic Number Identification (ANI)''' is recognized by ServiceNow, the Activity History is linked to the '''known Contact'''.
@@ Line 75: / Line 61: @@
 If you want to learn more about screen pops, check the previous paragraph dedicated to the topic.
 |Status=No
 }}{{Section
 |sectionHeading=Performance Tracker
 |alignment=Vertical
 |structuredtext=While the Gplus Adapter's main view allows you to access the most common tools that you use every day, such as handling calls and changing your status, there is a supported feature allowing you to monitor and track your performance: the Performance Tracker.
@@ Line 115: / Line 96: @@
 {{!}}Displayed if the evaluation of your performance for that KPI or contact center statistic goes beyond the expected warning level.
 {{!}}}
-|structuredtextwide=
+|Status=No
-|FAQHeading=
+}}{{Section
 |Status=No
 }}{{Section
 |sectionHeading=Related links
 |alignment=Vertical
-|Media=
+|structuredtext=*{{Link-AnywhereElse|product=GASN|version=Current|manual=Agent|topic=Gplus_Adapter_basics}}
-|image=
+*{{Link-SomewhereInThisVersion|manual=Agent|topic=Manage_inbound_calls}}
-|structuredtext=*{{Link-SomewhereInThisVersion|manual=Agent|topic=Make_outbound_calls}}
+*{{Link-SomewhereInThisVersion|manual=Agent|topic=Make_outbound_calls}}
-|structuredtextwide=
+*{{Link-SomewhereInThisVersion|manual=Agent|topic=Handle_workitems}}
-|FAQHeading=
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=This section presents the Gplus Adapter supported features that require a more in-depth explanation.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Prereq=
 |Section={{Section

GASN/Current/Agent/Supported features - Revision history

WikiSysop at 23:45, July 30, 2022

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Aiuliano: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"