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

WikiSysop at 15:47, August 30, 2022

2022-08-30T15:47:06Z

WikiSysop at 19:17, July 28, 2022

2022-07-28T19:17:43Z

WikiSysop at 18:48, July 28, 2022

2022-07-28T18:48:29Z

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

2021-11-09T21:18:18Z

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"

2021-11-09T21:07:22Z

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"

2021-11-09T20:28:13Z

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

Matthew.west@genesys.com: Published

2021-07-29T19:09:52Z

Published

Matthew.west@genesys.com: Published

2021-07-23T14:55:09Z

Published

Ed.jamer@genesys.com: Text replacement - "{{#widget:Vimeo" to "{{Video"

2021-06-10T12:00:09Z

Text replacement - "{{#widget:Vimeo" to "{{Video"

Matthew.west@genesys.com: Published

2021-03-31T18:03:51Z

Published

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

@@ Line 60: / Line 60: @@
 The '''Quick Search''' field enables you to enter keywords or a phrase to search for in your workbins or interaction queues, such as the subject of an email or chat, the body of a chat transcript, a customer name, the name of the agent who handled the interaction, or other text that your administrator allows you to access.
-Cloud Agent Desktop users have search enabled automatically; the only field you can search is '''Subject'''. On-Premises Workspace users might have other fields available for searching; these fields are enabled by your administrator; if you are not sure what fields you can search, ask your supervisor or administrator.
+Cloud Agent Workspace users have search enabled automatically; the only field you can search is '''Subject'''. On-Premises Workspace users might have other fields available for searching; these fields are enabled by your administrator; if you are not sure what fields you can search, ask your supervisor or administrator.
 |structuredtextwide={{Video|id=343321877|Description=Finding interactions in workbins and interaction queues|width=572|height=392}}
@@ Line 100: / Line 100: @@
 |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 9: / Line 9: @@
 |alignment=Vertical
 |structuredtext={{NoteFormat|
-* 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}}
 Agents typically may access only their own workbins and can review and manage only those interactions that are in their own workbins:

@@ Line 10: / Line 10: @@
 |structuredtext={{NoteFormat|
 * Some Workspace Agent Desktop features are available only for Genesys Multicloud CX users.
-* Some Workspace Agent Desktop features are available only for Gxxx Exxx on-premises users.
+* Some Workspace Agent Desktop features are available only for Genesys Engage on-premises users.
 |1}}
 Agents typically may access only their own workbins and can review and manage only those interactions that are in their own workbins:

@@ Line 10: / Line 10: @@
 |structuredtext={{NoteFormat|
 * Some Workspace Agent Desktop features are available only for Genesys Multicloud CX users.
-* Some Workspace Agent Desktop features are available only for Genesys Engage On-Premises users.
+* Some Workspace Agent Desktop features are available only for Gxxx Exxx on-premises users.
 |1}}
 Agents typically may access only their own workbins and can review and manage only those interactions that are in their own workbins:

@@ Line 61: / Line 61: @@
 Cloud Agent Desktop users have search enabled automatically; the only field you can search is '''Subject'''. On-Premises Workspace users might have other fields available for searching; these fields are enabled by your administrator; if you are not sure what fields you can search, ask your supervisor or administrator.
-|structuredtextwide={{Video|id=343321877|width=572|height=392}}
+|structuredtextwide={{Video|id=343321877|Description=Finding interactions in workbins and interaction queues|width=572|height=392}}
 When you find the {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=chat}}, {{Link-SomewhereInThisManual|topic=ADemail|anchor=top|display text=email}}, or {{Link-SomewhereInThisManual|topic=ADWorkitems|anchor=top|display text=workitem}},<!--Digital channel, [[ADFacebook|Facebook]], or [[ADTwitter|Twitter]]--> interaction you are searching for, select it to view the details and other information.

@@ Line 12: / Line 12: @@
 * Some Workspace Agent Desktop features are available only for Genesys Engage On-Premises users.
 |1}}
-Agents typically see only their own workbins and can view and manage only those interactions that are in their own workbins:
+Agents typically may access only their own workbins and can review and manage only those interactions that are in their own workbins:
-[[File:GAPI_900_Personal_Workbins.png|500px]]
+[[File:GAPI_900_Personal_Workbins.png|A personal workbin is selected from the list of Workbins. Different actions and information are available depending on the interaction type.|500px]]
 Team Leads and supervisors might be set up to view and manage the workbins of the agents they supervise as well as interaction queues:
-[[File:GAPI_900_Workbins.png|500px]]
+[[File:GAPI_900_Workbins.png|Supervisor's workbin view displaying both interaction queues and personal workbins.|alt=A supervisor's workbin view, displaying both interaction queues and personal workbins.|500px]]
 |Status=No
 }}{{Section
@@ Line 29: / Line 29: @@
 *'''My Draft E-mails''' contains pending outbound email interactions that you've saved by clicking '''Save in My Draft E-mails Workbin'''. Other email interactions might have been moved here by your supervisor.
-*'''My Inbound E-mails in Progress''' contains unprocessed inbound email interactions that you've saved by clicking '''Save In My Inbound E-mails in Progress Workbin''' ([[File:GAPI_900_Email_SaveToWorkbin_Icon.png|24px|link=]]). Other email interactions might have been moved here by your supervisor.
+*'''My Inbound E-mails in Progress''' contains unprocessed inbound email interactions that you've saved by clicking '''Save In My Inbound E-mails in Progress Workbin''' ([[File:GAPI_900_Email_SaveToWorkbin_Icon.png|Save In My Inbound E-mails in Progress Workbin button.|alt=The Save In My Inbound E-mails in Progress Workbin button.|24px|link=]]). Other email interactions might have been moved here by your supervisor.
 *'''My Inbound Workitems in Progress''' contains unprocessed inbound workitems (workitems, faxes, pdf, or other Open Media types).
 |Status=No
@@ Line 38: / Line 38: @@
 |Media=Image
 |image=GAPI_900_Workbin_Queue_Tree_Search.png
 |structuredtext=You might have many workbins (if you are a supervisor you might also have interaction queues) in the '''My Workbins''' tab tree view. To quickly find one or more by name, click the magnifying glass icon at the top of the tree to open the Search field. Enter the name or partial name of the workbin that you are looking for and the tree view is filtered to show only those workbins (and interaction queues) whose names contain the text that you entered.
-Some contact center environments have aliases (display names) for Interaction Queues in the <nowiki>'''Workbin and Interaction Queue'''</nowiki> view. In these environments, your administrator specifies whether the Interaction Queue alias or the actual queue name is displayed.
+Some contact center environments have aliases (display names) for Interaction Queues in the '''Workbin and Interaction Queue''' view. In these environments, your administrator specifies whether the Interaction Queue alias or the actual queue name is displayed.
 If you are looking for a queue by name but only the alias is displayed, you can view the queue name by hovering your mouse pointer over the name of the queue. The mouse pointer tooltip displays both the alias and the queue name. If only one name is displayed in the tooltip, then both the alias and the queue name are the same.
-[[File:900 GAPI Workbin Interaction Queue Alias Versus Name.png|300x300px]]
+[[File:900 GAPI Workbin Interaction Queue Alias Versus Name.png|How to find the alias and name for an interaction queue.|alt=Hover you mouse pointer over an interaction queue to view the queue alias and queue name.|300x300px]]
 You can search for an Interaction Queue by alias when your environment is set up to display the alias display name. If your environment is set up to display the actual queue name you can must search by the actual Interaction Queue name.
@@ Line 54: / Line 55: @@
 |Media=Image
 |image=GAPI_900_Workbin_Interaction_Queue_Quick_Search_Field.png
-|structuredtext=When your workbin or interaction queue contains many interactions, it might be difficult to find a specific interaction. If your account is enabled for search, you will see the Quick Search field and Refresh Results icon.
+|AltText=My Workbins view highlighting the Quick Search field and the refresh button for a selected workbin.
 The '''Quick Search''' field enables you to enter keywords or a phrase to search for in your workbins or interaction queues, such as the subject of an email or chat, the body of a chat transcript, a customer name, the name of the agent who handled the interaction, or other text that your administrator allows you to access.
@@ Line 63: / Line 65: @@
 When you find the {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=chat}}, {{Link-SomewhereInThisManual|topic=ADemail|anchor=top|display text=email}}, or {{Link-SomewhereInThisManual|topic=ADWorkitems|anchor=top|display text=workitem}},<!--Digital channel, [[ADFacebook|Facebook]], or [[ADTwitter|Twitter]]--> interaction you are searching for, select it to view the details and other information.
-To open an interaction for editing or handling click [[File:GAPI_900_Workbin_Open_Button.png|link=]] or double-click the interaction.
+To open an interaction for editing or handling click [[File:GAPI_900_Workbin_Open_Button.png|Open this interaction.|alt=The Open this interaction button, for example, Open this Inbound Email.|link=]] or double-click the interaction.
 The following actions might be available to you, depending on how your system is set up by your administrator or what interaction type you have selected or marked:
-*'''Done''' [[File:GAPI_900_Workbin_Mark_Done_Button.png|link=]]
+*Click '''Done''' ([[File:GAPI_900_Workbin_Mark_Done_Button.png|Done button.|alt=The Done button.|link=]]) to complete the selected interaction.
-*'''Delete''' [[File:GAPI_900_Workbin_Email_Delete_Icon.png|link=]]
+*Click '''Delete''' ([[File:GAPI_900_Workbin_Email_Delete_Icon.png|Delete button|alt=The Delete button.|link=]]) to delete the selected interaction.
-*'''Move to Queue''' [[File:GAPI_900_Workbin_Move_To_Queue_Button.png|link=]]
+*Click '''Move to Queue''' ([[File:GAPI_900_Workbin_Move_To_Queue_Button.png|Move to Queue button.|alt=The Move to Queue button.|link=]]) to move the selected interaction to a queue that you specify.
-*'''Move to Workbin''' [[File:GAPI_900_Workbin_Move_To_Workbin_Button.png|link=]]
+*Click '''Move to Workbin''' ([[File:GAPI_900_Workbin_Move_To_Workbin_Button.png|Move to Workbin button.|alt=The Move to Workbin button.|link=]]) to move the selected interaction to a workbin that you specify.
-*'''Edit Case Information''' [[File:GAPI_900_Edit_Case_Data_Button.png|link=]] Opens the Edit Case Information window to enable you to edit the content of the '''Case Data''' tab for the marked interaction(s).
+*Click '''Edit Case Information''' ([[File:GAPI_900_Edit_Case_Data_Button.png|Edit Case Information button.|alt=The Edit Case Information button.|link=]]) to open the '''Edit Case Information''' window to enable you to edit the content of the '''Case Data''' tab for the marked interaction(s).
-*'''Print'''  [[File:GAPI_900_Email_History_View_Print_Button.png|link=]] If you are allowed to {{Link-SomewhereInThisManual|topic=ADemail|anchor=EmailPrint|display text=print}} from the Workbin views, the print button becomes active when you select a single email interaction (printing multiple email interactions at the same time is not possible).
+*Click '''Print''' ([[File:GAPI_900_Email_History_View_Print_Button.png|Print button.|alt=The Print button.|link=]]) to print the selected interaciton. If you are allowed to {{Link-SomewhereInThisManual|topic=ADemail|anchor=EmailPrint|display text=print}} from the Workbin views, the print button becomes active when you select a single email interaction (printing multiple email interactions at the same time is not possible).
-Use the '''Show Details Panel<!-- on Bottom-->'''/'''Hide Details Panel''' button ([[File:GAPI_900_History_Tab_Layout_Options_Button.png]]) to change the display of the Details panel.
+Use the '''Show Details Panel<!-- on Bottom-->'''/'''Hide Details Panel''' button ([[File:GAPI_900_History_Tab_Layout_Options_Button.png|Show or Hide details button.|alt=The Show Details or Hide Details button.|link=]]) to change the display of the Details panel.
 Searches of customer information like name and address, and of interaction information like subject or body text are 'contains' searches, meaning that each of the fields that you are allowed to search for words or strings, are searched for words that contain the keyword or phrase that you enter in the Quick Search field.