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

WikiSysop at 15:46, August 30, 2022

2022-08-30T15:46:54Z

WikiSysop at 16:46, August 8, 2022

2022-08-08T16:46:10Z

WikiSysop at 14:00, August 5, 2022

2022-08-05T14:00:50Z

WikiSysop at 16:01, July 29, 2022

2022-07-29T16:01:41Z

WikiSysop at 19:17, July 28, 2022

2022-07-28T19:17:31Z

WikiSysop at 18:48, July 28, 2022

2022-07-28T18:48:18Z

WikiSysop at 17:31, April 19, 2022

2022-04-19T17:31:44Z

WikiSysop at 17:00, March 31, 2022

2022-03-31T17:00:40Z

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

2021-11-09T21:17:59Z

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"

2021-11-09T21:07:11Z

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

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 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |alignment=Vertical

@@ Line 52: / Line 52: @@
 {{Video|id=286615890|Description=Basics of handling a chat interaction|width=572|height=392}}
-=== Can I have more then one line in my chat message? ===
+===Can I have more than one line in my chat message?===
 The Agent Workspace Chat message composition field can display up to four lines at a time. It expands as you type. You can use '''Shift+Enter''' to add blank lines to your message. Watch this video to find out how.{{Video|id=732561697|Description=Tips and tricks for using the chat text input field.}}

@@ Line 52: / Line 52: @@
 {{Video|id=286615890|Description=Basics of handling a chat interaction|width=572|height=392}}
-{{Video|id=732561697|Description=Tips and tricks for using the chat text input field.}}
+=== Can I have more then one line in my chat message? ===
 {{AnchorDiv|Collapse}}

← Older revision		Revision as of 16:01, July 29, 2022
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	{{Video\|id=286615890\|Description=Basics of handling a chat interaction\|width=572\|height=392}}		{{Video\|id=286615890\|Description=Basics of handling a chat interaction\|width=572\|height=392}}
		+
		+	{{Video\|id=732561697\|Description=Tips and tricks for using the chat text input field.}}

	{{AnchorDiv\|Collapse}}		{{AnchorDiv\|Collapse}}

@@ Line 13: / Line 13: @@
 {{NoteFormat|
-* Due to continual changes to Agent Desktop, screenshots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you can access in the product when you use it.
+* Due to continual changes to Agent Workspace, screenshots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you can access 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 31: / Line 31: @@
 {{NoteFormat|In some environments, agent status is set to '''Ready''' when the agent logs in. This means that chat interactions are directed to these agents upon login.|2}}
-When you receive a chat message it is either answered automatically, or a pop-up notification is displayed on your desktop to enable you to accept the chat. When you accept a chat, the Chat interaction view opens on your Agent Desktop. It includes all the controls, information about the chat (Case Information), and Disposition and Note tabs where you can add information about the chat. There might also be tabs on the right side of the view that contain contact information, history, and other features.
+When you receive a chat message it is either answered automatically, or a pop-up notification is displayed on your desktop to enable you to accept the chat. When you accept a chat, the Chat interaction view opens on your Agent Workspace. It includes all the controls, information about the chat (Case Information), and Disposition and Note tabs where you can add information about the chat. There might also be tabs on the right side of the view that contain contact information, history, and other features.
 |structuredtextwide=When you accept a chat request, the name of the contact is displayed at the top of the screen and the timer for the pending response indicator starts. The color of the indicator begins as green, then changes to yellow if you have not responded within the specified time limit. If you still do not respond, the indicator changes to red and begins to flash.
@@ Line 327: / Line 327: @@
 |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=This article describes the typical options for handling a chat interaction. During a chat session, you and your contact send messages back and forth in real-time. When your contact is typing, a notice is displayed that they are writing a response, but not what they have written until they send it. The Interaction View keeps track of the conversation and allows you to review what has been said. Chat interactions include Web Chat, Facebook Messenger, Twitter Direct Messages, WhatsApp messages, and SMS.
-In some environments, Workspace Agent Desktop supports the {{Link-SomewhereInThisManual|topic=ADChat|anchor=ConversationTab|display text=Conversation tab}} and the {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTab|display text=Communication tab}}. These tabs let you continue conversations with contacts after the initial interaction is ended. In most cases, chat interactions are directed to your desktop, you exchange messages, and when either you or the contact ends the chat session, the interaction is ended and must be closed and marked as '''Done'''. However, sometimes you need to {{Link-SomewhereInThisManual|topic=ADChat|anchor=AsyncChat|display text=continue a chat conversation}}. Perhaps you had to take time to find additional information for the contact or initiate a business process in your organization before continuing the conversation.
+In some environments, Agent Workspace supports the {{Link-SomewhereInThisManual|topic=ADChat|anchor=ConversationTab|display text=Conversation tab}} and the {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTab|display text=Communication tab}}. These tabs let you continue conversations with contacts after the initial interaction is ended. In most cases, chat interactions are directed to your desktop, you exchange messages, and when either you or the contact ends the chat session, the interaction is ended and must be closed and marked as '''Done'''. However, sometimes you need to {{Link-SomewhereInThisManual|topic=ADChat|anchor=AsyncChat|display text=continue a chat conversation}}. Perhaps you had to take time to find additional information for the contact or initiate a business process in your organization before continuing the conversation.
 {{NoteFormat|
 * Due to continual changes to Agent Desktop, screenshots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you can access 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}}
 |Status=No
@@ Line 25: / Line 25: @@
 |image=GAPI_900_NEXUS_Chat_Window.png
 |AltText=The Chat interaction view.
-|structuredtext=A chat interaction is the Workspace Agent Desktop interface that lets you handle chat messages.
+|structuredtext=A chat interaction is the Agent Workspace interface that lets you handle chat messages.
 To start receiving chat interactions, set your status on the Chat channel to '''Ready'''.
@@ Line 59: / Line 59: @@
 {{AnchorDiv|Masked}}
 ===Why are some numbers masked out?===
-Some organizations must comply with regulations regarding masking Personally Identifiable Information (PII) while handling contact information. Some examples of PII include credit card numbers, personal email addresses, and phone numbers. Exposing PII to agents and other individuals in an organization is a potential security risk for the contact. In some environments, Workspace Agent Desktop detects and masks PII to keep contact information private. This figure shows you some of the ways that PII is masked in the chat transcript, '''Conversation''' tab, '''Communication''' tab, and in the {{Link-SomewhereInThisVersion|manual=Agent|topic=ADhist|display text=history}}.
+Some organizations must comply with regulations regarding masking Personally Identifiable Information (PII) while handling contact information. Some examples of PII include credit card numbers, personal email addresses, and phone numbers. Exposing PII to agents and other individuals in an organization is a potential security risk for the contact. In some environments, Agent Workspace detects and masks PII to keep contact information private. This figure shows you some of the ways that PII is masked in the chat transcript, '''Conversation''' tab, '''Communication''' tab, and in the {{Link-SomewhereInThisVersion|manual=Agent|topic=ADhist|display text=history}}.
 [[File:GAPI_900_Masking_PII_In_Chat.png|600px|Masked Personally Identifiable Information in Chat.|alt=Chat interaction view showing Personally Identifiable Information hashed out.]]
@@ Line 98: / Line 98: @@
 There are different ways to add emojis to your chats. Some contact centers allow you to copy and paste emojis into the text editing area. Other contact centers might have the '''Emoji Picker''' enabled (see below) &mdash; use this tool to choose an emoji to send.
-Your administrator might have enabled the licensed emojis that come with Workspace Agent Desktop. These are pictures that enhance the appearance of standard operating system and browser supported emojis. If this feature is not enabled for you, the standard color or black and white emojis that are supported by your operating system and browser are displayed instead.
+Your administrator might have enabled the licensed emojis that come with Agent Workspace. These are pictures that enhance the appearance of standard operating system and browser supported emojis. If this feature is not enabled for you, the standard color or black and white emojis that are supported by your operating system and browser are displayed instead.
 Use the '''Emoji Picker''' to add an emoji to your chat interaction:
@@ Line 113: / Line 113: @@
 |Media=Video
 |image=374662395
-|structuredtext={{NoteFormat|Some Workspace Agent Desktop features are available only for Genesys Multicloud CX users. Not all users have access to the '''Conversation''' and '''Communication''' tabs.|1}}
+|structuredtext={{NoteFormat|Some Agent Workspace features are available only for Genesys Multicloud CX users. Not all users have access to the '''Conversation''' and '''Communication''' tabs.|1}}
 If your account is enabled for asynchronous chat, you can continue a chat interaction after the initial interaction is ended by using the {{Link-SomewhereInThisManual|topic=ADChat|anchor=ConversationTab|display text=Conversation tab}} in the interaction window or the {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTab|display text=Communication tab}}.
@@ Line 273: / Line 273: @@
 <br />
 |structuredtextwide====Handling web chat interactions with structured messages===
-When you handle a web chat containing structured messages in either the '''Conversation''' tab (for an active chat) or the '''Communication''' tab (for an asynchronous chat), Workspace Agent Desktop displays the structured messages for you.
+When you handle a web chat containing structured messages in either the '''Conversation''' tab (for an active chat) or the '''Communication''' tab (for an asynchronous chat), Agent Workspace displays the structured messages for you.
 '''Note:''' You cannot interact with the choice buttons of structured messages containing buttons and list selections.

@@ Line 147: / Line 147: @@
 |2}}
-To choose a different channel to send your message, click the Channel icon in the message composition field and select the channel you want to use. The Genesys Chat channel is selected by default in the message composition field unless the contact has sessions in Facebook, Twitter, or WhatsApp; these are selected first in that priority order.
+To choose a different channel to send your message, below the message composition field select the Channel icon representing the channel you want to use. The channel displayed in the transcript is selected by default. When you choose a different channel, the transcript of conversations you have had with the contact on that channel are displayed in the transcript area. In this example, the agent is switching from Twitter to SMS.
-[[File:GAPI_900_Communication_Tab_Message_Field_Channel_Picker.png|Communication tab message field channel picker.|alt=The Communication tab message field channel picker.|500px]]
+[[File:GAPI_900_Communication_Tab_Message_Field_Channel_Picker.png|Communication tab message field channel picker.|alt=The Communication tab message field channel picker.]]
 To launch an interaction, such as chat, WhatsApp, SMS, Twitter, or Facebook, click the '''Create Outbound Interaction''' icon for the channel in the '''Contact information''' pane. This launches the Chat Interaction window and enables you to continue the conversation there with access to all the interaction window features such as Contact Information, Contact History, and Standard Responses. '''Note:''' Genesys recommends that you switch to a chat interaction window whenever you want your chatting time to be recorded for KPI purposes.
@@ Line 179: / Line 179: @@
 *Select a contact in the '''Assigned''' '''Contacts''' list to access the conversations that contact has had with your organization. Contacts that you have interacted with in the past are in your Assigned Contacts list. If you have not interacted with a contact in the past, or if the contact has been removed from your Assigned Contacts list, those contacts are considered unassigned contacts. If a contact is currently active on a channel, a white dot is displayed next to their name.
 *The conversation transcript area displays all the chat interactions that the selected contact has had with your organization.
@@ Line 202: / Line 200: @@
 *Click '''Contacts''' ([[File:GAPI_900_Communication_Tab_View_Contacts_Toggle_Button.png|Contact view toggle.|alt=Contacts information toggle button.|link=]]) to toggle the display of the '''Contacts information''' area.
-To choose a different channel to send your message, click the Channel icon in the message composition field and select the channel you want to use. The Genesys Chat channel is selected by default in the message composition field unless the contact has sessions in Facebook, Twitter, or WhatsApp; these are selected first in that priority order.
+To choose a different channel to send your message, below the message composition field select the Channel icon representing the channel you want to use. The channel displayed in the transcript is selected by default. When you choose a different channel, the transcript of conversations you have had with the contact on that channel are displayed in the transcript area. In this example, the agent is switching from Twitter to SMS.
-[[File:GAPI_900_Communication_Tab_Message_Field_Channel_Picker.png|Message Field channel picker.|alt=The Message Field channel picker.|500px]]
+[[File:GAPI_900_Communication_Tab_Message_Field_Channel_Picker.png|Message Field channel picker.|alt=The Message Field channel picker.]]
 ===New message notification===
@@ Line 249: / Line 247: @@
 [[File:GAPI_900_Emoji_Picker.png|Emoji picker.|alt=The Emoji picker menu.|300px]]
-There are two views in the emoji picker, '''Recent''' and '''All''':
+There are two views in the emoji picker, '''Favorite''' (recently used) and '''All''' (all available).
-*Click '''Recent''' ([[File:GAPI_900_Recent_Emoji_Button.png|Recent Emojis button.|alt=Recent Emojis button.|link=]]) to access your '''Recent''' (recently used) emojis.
+The '''Favorite''' view lets you pick from among the last emojis that you have sent during the current session. This is handy if you have favorite emojis that you like to use over and over.
 [[File:GAPI_900_Recent_Emojis_View.png|Recent emojis view.|alt=The Recent Emojis view.|300px]]
 |Status=No
 }}{{Section

@@ Line 23: / Line 23: @@
 |alignment=Horizontal
 |Media=Image
-|image=GAPI_900_eServices_Chat_Window.png
+|image=GAPI_900_NEXUS_Chat_Window.png
 |AltText=The Chat interaction view.
 |structuredtext=A chat interaction is the Workspace Agent Desktop interface that lets you handle chat messages.