PEC-AD/Current/Agent/AD - Revision history

WikiSysop at 17:46, September 27, 2022

2022-09-27T17:46:03Z

WikiSysop at 19:30, September 6, 2022

2022-09-06T19:30:56Z

WikiSysop at 15:16, August 30, 2022

2022-08-30T15:16:14Z

WikiSysop at 19:17, July 28, 2022

2022-07-28T19:17:26Z

WikiSysop at 18:48, July 28, 2022

2022-07-28T18:48:15Z

Mwest: Published

2022-02-17T15:34:04Z

Published

Ed.jamer@genesys.com: Text replacement - "Gxxx Exxx on-premises" to "Genesys Engage on-premises"

2021-11-09T21:18:40Z

Text replacement - "Gxxx Exxx on-premises" to "Genesys Engage on-premises"

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [oO]n-[pP]remises" to "Gxxx Exxx on-premises"

2021-11-09T21:07:30Z

Text replacement - "Genesys Engage [oO]n-[pP]remises" to "Gxxx Exxx on-premises"

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

2021-11-09T20:28:30Z

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

Matthew.west@genesys.com: Published

2021-07-29T18:58:07Z

Published

@@ Line 221: / Line 221: @@
 |structuredtext=You can use any of the following browsers to run Agent Workspace:
-*Chrome 75+
+*Microsoft Edge Chromium: Requires the current release.
-*Firefox 68+
+*Chrome: Requires the current release or one version earlier.
-*Firefox ESR 60.9
+*Firefox: Requires the current release, one version earlier, the current [https://www.mozilla.org/en-US/firefox/enterprise/ ESR] release, or transitional ESR release.
 |Status=No
 }}{{Section

@@ Line 10: / Line 10: @@
 |alignment=Vertical
 |structuredtext={{NoteFormat|
-* Due to continual changes to Agent Workspace, screen shots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you see in the product when you use it.
+* Due to continual changes to Agent Workspace, screen shots and videos in this manual might show interface elements that are not yet available for this product.
 * Some Agent Workspace features are available only for Genesys Multicloud CX users.
 * Some Agent Workspace features are available only for Genesys Engage on-premises users.
@@ Line 67: / Line 68: @@
 *{{Link-SomewhereInThisManual|topic=ADcustinter|anchor=top|display text=Call interaction features}}
 *{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=How to handle a call}}
-*{{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Inbound Chats}}
+*{{Link-SomewhereInThisManual|topic=ADMessaging|anchor=top|display text=Inbound Chats}}
 *{{Link-SomewhereInThisManual|topic=ADemail|anchor=top|display text=Inbound and outgoing email}}
 *{{Link-SomewhereInThisManual|topic=ADMyWorkbins|anchor=top|display text=In-progress and saved email}}
@@ Line 73: / Line 74: @@
 *{{Link-SomewhereInThisManual|topic=ADOutbound|anchor=top|display text=Outbound Calling Campaigns}}
 *{{Link-SomewhereInThisManual|topic=ADResponses|anchor=top|display text=Using standard responses}}
 </div>
 <div class="map-box">

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |alignment=Vertical

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=No
-|DisplayName=Agent Desktop (v9)
+|DisplayName=Agent Workspace (v9)
-|TocName=Agent Desktop (v9)
+|TocName=Agent Workspace (v9)
-|Context=Agent Desktop lets contact center agents communicate with customers and team members through phone calls and Genesys Digital channels.
+|Context=Agent Workspace lets contact center agents communicate with customers and team members through phone calls and Genesys Digital channels.
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
@@ Line 9: / Line 9: @@
 |alignment=Vertical
 |structuredtext={{NoteFormat|
-* Due to continual changes to Agent Desktop, screen shots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you see in the product when you use it.
+* Due to continual changes to Agent Workspace, screen shots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you see in the product when you use it.
 * Some Agent Workspace features are available only for Genesys Multicloud CX users.
 * Some Agent Workspace features are available only for Genesys Engage on-premises users.
@@ Line 34: / Line 34: @@
 *make sure that you are {{Link-SomewhereInThisManual|topic=ADNav|anchor=Statistics|display text=meeting your organization's expectations}} (Statistics and KPIs)
-'''Ready?''' Watch the video for a quick tour of Agent Desktop, and then {{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=get started}}.
+'''Ready?''' Watch the video for a quick tour of Agent Workspace, and then {{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=get started}}.
-'''Lost?''' Refer to the {{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Desktop}} article.
+'''Lost?''' Refer to the {{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Workspace}} article.
 |structuredtextwide={{Video|id=350870466|Description=An overview of how to use Workspace|width=572|height=392}}
@@ Line 51: / Line 51: @@
 |anchor=AboutThisHelp
 |alignment=Vertical
-|structuredtext=The following topics explain some of the main features of Agent Desktop:
+|structuredtext=The following topics explain some of the main features of Agent Workspace:
 <div class="map-box">
-====About Agent Desktop====
+====About Agent Workspace====
-*{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=How to navigate Agent Desktop}}
+*{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=How to navigate Agent Workspace}}
-*{{Link-SomewhereInThisManual|topic=ADcustinter|anchor=top|display text=How to use Agent Desktop}}
+*{{Link-SomewhereInThisManual|topic=ADcustinter|anchor=top|display text=How to use Agent Workspace}}
-*{{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=How to login to Agent Desktop}}
+*{{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=How to login to Agent Workspace}}
 *{{Link-SomewhereInThisManual|topic=ADVideos|anchor=top|display text=Watch "How to" videos}}
 *{{Link-SomewhereInThisManual|topic=ADNav|anchor=Statistics|display text=View Contact Center Statistics<br>and Your KPIs}}
@@ Line 129: / Line 129: @@
 ===What happens when I lose connection?===
-Sometimes network issues can cause Agent Desktop to lose connection to the system. Don't worry, see the {{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=Disconnection|display text=Handling a system disconnection}} article to find out what to do!
+Sometimes network issues can cause Agent Workspace to lose connection to the system. Don't worry, see the {{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=Disconnection|display text=Handling a system disconnection}} article to find out what to do!
 {{AnchorDiv|Browsers}}
 ===Browser specific notifications and issues===
@@ Line 142: / Line 142: @@
 *'''Chrome''': To allow site notifications perform the following steps:
-*#Enter <nowiki>chrome://settings/content/siteDetails?site=https://</nowiki>&lt;Agent Desktop Domain&gt; (for example: <nowiki>gwa-usw1.genesyscloud.com</nowiki>)
+*#Enter <nowiki>chrome://settings/content/siteDetails?site=https://</nowiki>&lt;Agent Workspace Domain&gt; (for example: <nowiki>gwa-usw1.genesyscloud.com</nowiki>)
 *#In the '''Privacy and security''' settings, select '''Allow''' from the '''Notifications''' setting menu.
 *'''Edge''': To allow site notifications perform the following steps:
-*#Enter <nowiki>edge://settings/content/siteDetails?site=https://</nowiki>&lt;Agent Desktop Domain&gt; (for example: <nowiki>gwa-usw1.genesyscloud.com</nowiki>)
+*#Enter <nowiki>edge://settings/content/siteDetails?site=https://</nowiki>&lt;Agent Workspace Domain&gt; (for example: <nowiki>gwa-usw1.genesyscloud.com</nowiki>)
 *#In the '''Privacy and security''' settings, select '''Allow''' from the '''Notifications''' setting menu.
 *'''Firefox''': To allow site notifications perform the following steps:
@@ Line 197: / Line 197: @@
 ===How do I transfer, conference, or consult on my call?===
-Agent Desktop lets you start a {{Link-SomewhereInThisManual|topic=ADintinter|anchor=conf|display text=conference}} call with someone in your company, {{Link-SomewhereInThisManual|topic=ADintinter|anchor=transfer|display text=transfer}} your call to another agent or your team lead, or start a {{Link-SomewhereInThisManual|topic=ADintinter|anchor=consult|display text=consultation}} call with another member of your team. The call controls at the top of the voice call interaction toolbar open the {{Link-SomewhereInThisManual|topic=ADNav|anchor=tcbar|display text=Team Communicator}}, a universal lookup tool, that lets you search for and dial other team members. You can also use the Team Communicator to {{Link-SomewhereInThisManual|topic=ADintinter|anchor=Internal_Ready|display text=call someone inside your organization}}.
+Agent Workspace lets you start a {{Link-SomewhereInThisManual|topic=ADintinter|anchor=conf|display text=conference}} call with someone in your company, {{Link-SomewhereInThisManual|topic=ADintinter|anchor=transfer|display text=transfer}} your call to another agent or your team lead, or start a {{Link-SomewhereInThisManual|topic=ADintinter|anchor=consult|display text=consultation}} call with another member of your team. The call controls at the top of the voice call interaction toolbar open the {{Link-SomewhereInThisManual|topic=ADNav|anchor=tcbar|display text=Team Communicator}}, a universal lookup tool, that lets you search for and dial other team members. You can also use the Team Communicator to {{Link-SomewhereInThisManual|topic=ADintinter|anchor=Internal_Ready|display text=call someone inside your organization}}.
 ===How do I call back a contact?===
 You can also use the '''Party Action''' menu or {{Link-SomewhereInThisManual|topic=ADNav|anchor=tcbar|display text=Team Communicator}} to {{Link-SomewhereInThisManual|topic=ADVoice|anchor=Reconnect|display text=call back}} the contact if you become disconnected.
-===What kind of calls and interactions does Agent Desktop let me handle?===
+===What kind of calls and interactions does Agent Workspace let me handle?===
-Agent Desktop handles inbound {{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=voice calls}}, {{Link-SomewhereInThisManual|topic=ADOutbound|anchor=top|display text=Outbound calling campaigns}}, and Digital Channels: {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=chat}}, {{Link-SomewhereInThisManual|topic=ADemail|anchor=top|display text=email}}, social media, and more. For a list of the channels the Agent Workspace supports, refer to {{Link-SomewhereInThisVersion|manual=Agent|topic=ADchannels|display text=Channels and the Channels tab}}.
+Agent Workspace handles inbound {{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=voice calls}}, {{Link-SomewhereInThisManual|topic=ADOutbound|anchor=top|display text=Outbound calling campaigns}}, and Digital Channels: {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=chat}}, {{Link-SomewhereInThisManual|topic=ADemail|anchor=top|display text=email}}, social media, and more. For a list of the channels the Agent Workspace supports, refer to {{Link-SomewhereInThisVersion|manual=Agent|topic=ADchannels|display text=Channels and the Channels tab}}.
 ===What if the wrong contact is assigned to an interaction?===
-Agent Desktop might be set up to let you change which contact an interaction is assigned to. Sometimes when a new call or chat comes in, Agent Desktop does not assign it to the correct person in your contact database. Use the '''Change Contact''' button to {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=ChangeContact|display text=pick a different contact}}.{{AnchorDiv|AnonymousInformation}}
+Agent Workspace might be set up to let you change which contact an interaction is assigned to. Sometimes when a new call or chat comes in, Agent Workspace does not assign it to the correct person in your contact database. Use the '''Change Contact''' button to {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=ChangeContact|display text=pick a different contact}}.{{AnchorDiv|AnonymousInformation}}
 ===What if the contact information is anonymous?===
 In some call centers, voice interactions are anonymous to protect contact Personally Identifiable Information (PII). If you do not assign a contact to an anonymous call, the call is not stored in the contact database and so is not available in any History view. In some contact centers, a routing strategy is used to assign a contact ID to an anonymous contact. In this case the call is available in the '''My History''' view; however, if you select a call from an anonymous caller, the contact name and phone number are displayed as '''Anonymous''' in the '''Details''' tab. You cannot call an anonymous contact.
-===I'm a Team Lead, what can I do with Agent Desktop?===
+===I'm a Team Lead, what can I do with Agent Workspace?===
-Agent Desktop has special features for those of you who are {{Link-SomewhereInThisVersion|manual=Supervisor|topic=ADsuper|anchor=|display text=team leads and supervisors}}. You can:
+Agent Workspace has special features for those of you who are {{Link-SomewhereInThisVersion|manual=Supervisor|topic=ADsuper|anchor=|display text=team leads and supervisors}}. You can:
 *Monitor calls and chat (silently listen in)
@@ Line 218: / Line 218: @@
 |anchor=Supportedbrowsers
 |alignment=Vertical
-|structuredtext=You can use any of the following browsers to run Agent Desktop:
+|structuredtext=You can use any of the following browsers to run Agent Workspace:
 *Chrome 75+
@@ Line 232: / Line 232: @@
 |structuredtext=*{{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=Getting started}}
 *{{Link-SomewhereInThisManual|topic=ADVideos|anchor=top|display text=Watch "How to" videos}}
-*{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Desktop}}
+*{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Workspace}}
 *{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}}
 |Status=No
@@ Line 240: / Line 240: @@
 |alignment=Vertical
 |structuredtext=#{{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=Getting Started}}
-#{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Desktop}}
+#{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Workspace}}
 #{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}}
 #{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}}

@@ Line 10: / Line 10: @@
 |structuredtext={{NoteFormat|
 * Due to continual changes to Agent Desktop, screen shots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you see in the product when you use it.
-* Some Workspace Agent Desktop features are available only for Genesys Multicloud CX users.
+* Some Agent Workspace features are available only for Genesys Multicloud CX users.
-* Some Workspace Agent Desktop features are available only for Genesys Engage on-premises users.
+* Some Agent Workspace features are available only for Genesys Engage on-premises users.
 |1}}
 {{NoteFormat|
@@ Line 28: / Line 28: @@
 |image=GAPI_900_Welcome.png
 |AltText=Workspace Main Window with labels. Click the link below for the accessibility description.
-|structuredtext=Workspace Agent Desktop enables you to...
+|structuredtext=Agent Workspace enables you to...
 *respond to or contact customers through the voice and Genesys Digital {{Link-SomewhereInThisManual|topic=ADchannels|anchor=top|display text=channels}}
@@ Line 132: / Line 132: @@
 {{AnchorDiv|Browsers}}
 ===Browser specific notifications and issues===
-Some browsers require specific actions to ensure that you receive notifications from Workspace Agent Desktop and the Genesys system. For detailed information about allowing notifications for your browser, review the documentation specific to the browser and version that you are using. The following are some guidelines:
+Some browsers require specific actions to ensure that you receive notifications from Agent Workspace and the Genesys system. For detailed information about allowing notifications for your browser, review the documentation specific to the browser and version that you are using. The following are some guidelines:
-*'''Chrome''': When you login, you might see a browser notification asking whether to allow or deny notifications from the Workspace Agent Desktop URL. Click '''Allow'''.
+*'''Chrome''': When you login, you might see a browser notification asking whether to allow or deny notifications from the Agent Workspace URL. Click '''Allow'''.
-*'''Firefox up to v71''': When you login , you might see a browser notification asking whether to show notifications from the Workspace Agent Desktop URL. Click '''Show for this session''' or '''Always show'''.
+*'''Firefox up to v71''': When you login , you might see a browser notification asking whether to show notifications from the Agent Workspace URL. Click '''Show for this session''' or '''Always show'''.
 *'''Firefox v72 and higher''': When you login, you might have to click the '''Notifications''' icon in the address bar to display the dialog that enables you to allow notifications. You are not prompted to do this by the browser.
-*'''Edge''': When you login, you might see a browser notification at the bottom of window asking whether to show notifications from the Workspace Agent Desktop URL. Click '''Yes'''.
+*'''Edge''': When you login, you might see a browser notification at the bottom of window asking whether to show notifications from the Agent Workspace URL. Click '''Yes'''.
-If you still do not see any notifications, it is possible that the Workspace Agent Desktop domain notifications are blocked by your system. If this is the case, you must explicitly allow notifications for the Workspace Agent Desktop domain.
+If you still do not see any notifications, it is possible that the Agent Workspace domain notifications are blocked by your system. If this is the case, you must explicitly allow notifications for the Agent Workspace domain.
 *'''Chrome''': To allow site notifications perform the following steps:
@@ Line 148: / Line 148: @@
 *#In the '''Privacy and security''' settings, select '''Allow''' from the '''Notifications''' setting menu.
 *'''Firefox''': To allow site notifications perform the following steps:
-*#Click the lock icon next to the Workspace Agent Desktop URL in the navigation bar.
+*#Click the lock icon next to the Agent Workspace URL in the navigation bar.
 *#Click the arrow next to '''Connection Secure''' to show connection details.
 *#Click '''More information'''.
@@ Line 158: / Line 158: @@
 ===Log in, log out, log on, log off, and exit, what's the difference?===
-You {{Link-SomewhereInThisVersion|manual=Agent|topic=ADQuickStart|anchor=Login|display text=log in}} and log out of the Workspace Agent Desktop application. Logging in means launching the application in your browser and identifying yourself to the system so that you become authorized to receive interactions and use the various features that are enabled for you.
+You {{Link-SomewhereInThisVersion|manual=Agent|topic=ADQuickStart|anchor=Login|display text=log in}} and log out of the Agent Workspace application. Logging in means launching the application in your browser and identifying yourself to the system so that you become authorized to receive interactions and use the various features that are enabled for you.
 [[File:WWE_900_QuickStart_Login_Window.png|200px|Thumbnail of the login process.|alt=The login process. Click the link below for the accessibility description.]]
-Typically, you log in to Workspace Agent Desktop at the beginning of your shift and log out (Exit) at the end of your shift. To log out of Workspace, you must use the '''Exit''' option from the menu in the upper right-hand corner. You won't be able to log out if you have any active calls or interactions.
+Typically, you log in to Agent Workspace at the beginning of your shift and log out (Exit) at the end of your shift. To log out of Workspace, you must use the '''Exit''' option from the menu in the upper right-hand corner. You won't be able to log out if you have any active calls or interactions.
-You log on to and log off of {{Link-SomewhereInThisVersion|manual=Agent|topic=ADchannels|anchor=|display text=channels}} in Workspace Agent Desktop. Channels include voice, email, chat, and so on. Channels are the media that you use to interact with contacts. When you log in to Workspace Agent Desktop, you are usually logged on to all the channels assigned to you, and when you log out (exit) of Workspace Agent Desktop, you are logged off from all the assigned channels. In some environments, you might be logged off from one or more channels when you log in because the channel is out of service or your administrator has set up your account to be logged on to specific channels only.
+You log on to and log off of {{Link-SomewhereInThisVersion|manual=Agent|topic=ADchannels|anchor=|display text=channels}} in Agent Workspace. Channels include voice, email, chat, and so on. Channels are the media that you use to interact with contacts. When you log in to Agent Workspace, you are usually logged on to all the channels assigned to you, and when you log out (exit) of Agent Workspace, you are logged off from all the assigned channels. In some environments, you might be logged off from one or more channels when you log in because the channel is out of service or your administrator has set up your account to be logged on to specific channels only.
-Use the '''My Channels''' tab to log on or log off one or more channels. Logging off of all your channels does not log you out of Workspace Agent Desktop. You must still exit the application to log out.
+Use the '''My Channels''' tab to log on or log off one or more channels. Logging off of all your channels does not log you out of Agent Workspace. You must still exit the application to log out.
 You can log on or log off all your assigned channels by using the {{Link-SomewhereInThisVersion|manual=Agent|topic=ADQuickStart|anchor=status|display text=Global Status menu}}.
@@ Line 201: / Line 201: @@
 You can also use the '''Party Action''' menu or {{Link-SomewhereInThisManual|topic=ADNav|anchor=tcbar|display text=Team Communicator}} to {{Link-SomewhereInThisManual|topic=ADVoice|anchor=Reconnect|display text=call back}} the contact if you become disconnected.
 ===What kind of calls and interactions does Agent Desktop let me handle?===
-Agent Desktop handles inbound {{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=voice calls}}, {{Link-SomewhereInThisManual|topic=ADOutbound|anchor=top|display text=Outbound calling campaigns}}, and Digital Channels: {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=chat}}, {{Link-SomewhereInThisManual|topic=ADemail|anchor=top|display text=email}}, social media, and more. For a list of the channels the Workspace Agent Desktop supports, refer to {{Link-SomewhereInThisVersion|manual=Agent|topic=ADchannels|display text=Channels and the Channels tab}}.
+Agent Desktop handles inbound {{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=voice calls}}, {{Link-SomewhereInThisManual|topic=ADOutbound|anchor=top|display text=Outbound calling campaigns}}, and Digital Channels: {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=chat}}, {{Link-SomewhereInThisManual|topic=ADemail|anchor=top|display text=email}}, social media, and more. For a list of the channels the Agent Workspace supports, refer to {{Link-SomewhereInThisVersion|manual=Agent|topic=ADchannels|display text=Channels and the Channels tab}}.
 ===What if the wrong contact is assigned to an interaction?===

@@ Line 169: / Line 169: @@
 You can log on or log off all your assigned channels by using the {{Link-SomewhereInThisVersion|manual=Agent|topic=ADQuickStart|anchor=status|display text=Global Status menu}}.
 ===I keep clicking Hang up (release call) by accident===
 In some environments, there is no confirmation dialog after you click '''Hang up'''. That means as soon as you click '''Hang up''' the call ends. If you find that you are accidentally hanging up on customers when you intend to only put them on hold or transfer the call, ask your supervisor or administrator to set the '''voice.prompt-for-end''' Workspace option to '''true''' to resolve this issue.