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

WikiSysop at 15:16, August 30, 2022

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WikiSysop at 18:48, July 28, 2022

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WikiSysop at 15:16, July 6, 2022

2022-07-06T15:16:38Z

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Show changes

@@ Line 8: / Line 8: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |alignment=Vertical

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=No
-|DisplayName=Navigating Agent Desktop
+|DisplayName=Navigating Agent Workspace
-|TocName=Navigating Agent Desktop
+|TocName=Navigating Agent Workspace
-|Context=Having trouble finding your way around Agent Desktop? If you need help identifying a button or field, hold your mouse pointer over it to reveal a tooltip.
+|Context=Having trouble finding your way around Agent Workspace? If you need help identifying a button or field, hold your mouse pointer over it to reveal a tooltip.
-Do you use a screen reader? Do you navigate Agent Desktop using a keyboard? You can find out all about it {{Link-SomewhereInThisManual|topic=ADNav|anchor=accessibility|display text=here}}!
+Do you use a screen reader? Do you navigate Agent Workspace using a keyboard? You can find out all about it {{Link-SomewhereInThisManual|topic=ADNav|anchor=accessibility|display text=here}}!
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |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 encounter in the product when you use it.|1}}
+|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 encounter in the product when you use it.|1}}
 |Status=No
 }}{{Section
@@ Line 20: / Line 20: @@
 |structuredtext=The main view lets you access the most common features that you use every day, such as handling calls, changing your status, calling internally, and retrieving your {{Link-SomewhereInThisVersion|manual=Agent|topic=ADintinter|anchor=Voicemail|display text=voicemail}} managing your channels,  campaigns, KPIs, and messages.
-Watch the video for a quick tour of the Agent Desktop main view.
+Watch the video for a quick tour of the Agent Workspace main view.
 |Status=No
 }}{{Section
@@ Line 198: / Line 198: @@
 {{NoteFormat|
 * Old browsers such as Microsoft Internet Explorer 11 and Microsoft Edge HTML (Edge Legacy) do not enable you to work in multiple tabs or windows.
-* To avoid performance issues, particularly when Agent Workspace is embedded in other applications, Genesys recommends opening Agent Desktop in no more than 5 browser tabs.
+* To avoid performance issues, particularly when Agent Workspace is embedded in other applications, Genesys recommends opening Agent Workspace in no more than 5 browser tabs.
 |1}}
@@ Line 327: / Line 327: @@
 |anchor=accessibility
 |alignment=Vertical
-|structuredtext=Agent Desktop lets you navigate the interface entirely by {{Link-SomewhereInThisVersion|manual=Agent|topic=ADNav|anchor=keyboardnav|display text=keyboard}}. This means that you don't have to use a mouse to activate different features or select buttons.
+|structuredtext=Agent Workspace lets you navigate the interface entirely by {{Link-SomewhereInThisVersion|manual=Agent|topic=ADNav|anchor=keyboardnav|display text=keyboard}}. This means that you don't have to use a mouse to activate different features or select buttons.
 It also means that you can use a screen-reader application to perform all the functions you need.
-Whenever an event happens in Agent Desktop, like you get a new interactions or an error message is displayed, Agent Desktop makes a sound to alert you.
+Whenever an event happens in Agent Workspace, like you get a new interactions or an error message is displayed, Agent Workspace makes a sound to alert you.
-Agent Desktop lets you use keyboard {{Link-SomewhereInThisVersion|manual=Agent|topic=ADNav|anchor=shortcut|display text=shortcut}} combinations for some common actions. Ask your administrator for a list of the shortcuts that are set up for Agent Desktop.
+Agent Workspace lets you use keyboard {{Link-SomewhereInThisVersion|manual=Agent|topic=ADNav|anchor=shortcut|display text=shortcut}} combinations for some common actions. Ask your administrator for a list of the shortcuts that are set up for Agent Workspace.
 All the different ways that you can use the keyboard and a screen-reader to move around are described in the following sections:
@@ Line 347: / Line 347: @@
 |anchor=shortcut
 |alignment=Vertical
-|structuredtext=A shortcut is a combination of keys that you press to make something happen in an Agent Desktop window.
+|structuredtext=A shortcut is a combination of keys that you press to make something happen in an Agent Workspace window.
 ===OS shortcuts===
 The computer operating system also has shortcut keys to let you copy, cut, paste, undo, delete, find, maximize window, minimize window, open menu and select command, switch application, cancel, change focus, and so on. Consult your operating-system documentation for a list of supported keyboard shortcuts.
-===Agent Desktop shortcut keys===
+===Agent Workspace shortcut keys===
-Agent Desktop supports three shortcut key combinations that you can use to make you more productive. These are the default shortcuts (your administrator might have set up different shortcuts for you):
+Agent Workspace supports three shortcut key combinations that you can use to make you more productive. These are the default shortcuts (your administrator might have set up different shortcuts for you):
 *'''Alt+N''' &mdash; Jump to the next interaction if you have multiple interactions open
@@ Line 362: / Line 362: @@
 |anchor=keyboardnav
 |alignment=Vertical
-|structuredtext=Agent Desktop supports keyboard navigation for all features, functions, options, and menus.
+|structuredtext=Agent Workspace supports keyboard navigation for all features, functions, options, and menus.
-If you do not use a mouse or if you are using a device for accessibility that needs keyboard navigation, you can still use all the Agent Desktop features. Many ''expert users'' prefer to use keyboard navigation to maximize productivity.
+If you do not use a mouse or if you are using a device for accessibility that needs keyboard navigation, you can still use all the Agent Workspace features. Many ''expert users'' prefer to use keyboard navigation to maximize productivity.
-Colors and appearance change as you select different items on the Agent Desktop. For example, buttons change color and menus open with the current selection highlighted by color.
+Colors and appearance change as you select different items on the Agent Workspace. For example, buttons change color and menus open with the current selection highlighted by color.
 ===Team Communicator navigation===
-The {{Link-SomewhereInThisVersion|manual=Agent|topic=ADTeamCommunicator}} is a complex widget in Agent Desktop that can be tricky to navigate. Its purpose is to enable you to find a contact or an internal target, such as a skill, a routing point, or a specific agent. It comprises three parts:
+The {{Link-SomewhereInThisVersion|manual=Agent|topic=ADTeamCommunicator}} is a complex widget in Agent Workspace that can be tricky to navigate. Its purpose is to enable you to find a contact or an internal target, such as a skill, a routing point, or a specific agent. It comprises three parts:
 #The '''Search''' field where you input a name or number.
@@ Line 405: / Line 405: @@
 |anchor=shortcuts
 |alignment=Vertical
-|structuredtext=This table shows you the keyboard shortcuts that let you control Agent Desktop without using a mouse.
+|structuredtext=This table shows you the keyboard shortcuts that let you control Agent Workspace without using a mouse.
 {{{!}} class="genesystable"
-{{!}}+'''Agent Desktop keyboard shortcuts'''
+{{!}}+'''Agent Workspace keyboard shortcuts'''
 {{!}}- valign="top"
 !'''Shortcut'''
@@ Line 495: / Line 495: @@
 |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 187: / Line 187: @@
 |Status=No
 }}{{Section
-|sectionHeading=Using Workspace Agent Desktop in more than one browser window
+|sectionHeading=Using Agent Workspace in more than one browser window
 |anchor=Multibrowser
 |alignment=Vertical
-|structuredtext=You can open the same Workspace Agent Desktop session in multiple browser tabs or windows. Workspace keeps track of all the open tabs and windows to ensure that they all display the same content. However, all sounds, such as ringtones, new message bells, and state change tones, are played only from one of the open tabs or windows. A small speaker icon displays on the tab where the sound is played. If you enter numbers on the dial pad, the dialing tones (DTMF) play in the active tab.
+|structuredtext=You can open the same Agent Workspace session in multiple browser tabs or windows. Workspace keeps track of all the open tabs and windows to ensure that they all display the same content. However, all sounds, such as ringtones, new message bells, and state change tones, are played only from one of the open tabs or windows. A small speaker icon displays on the tab where the sound is played. If you enter numbers on the dial pad, the dialing tones (DTMF) play in the active tab.
 To ensure that browser and system notifications display when you are using multiple browser tabs or windows, you must enable notifications for both the browser you are using and your computer's operating system. Some operating systems have a Do Not Disturb mode &mdash; ensure that you disable Do Not Disturb.
-Browser and system notifications inform you of certain events, such as incoming calls, Smart Failover (system disconnections and recovery), and inactivity timeout. Click the notice when it is displayed to open the active Workspace Agent Desktop browser tab or window to answer a call, connect to a back up environment, or log back in.
+Browser and system notifications inform you of certain events, such as incoming calls, Smart Failover (system disconnections and recovery), and inactivity timeout. Click the notice when it is displayed to open the active Agent Workspace browser tab or window to answer a call, connect to a back up environment, or log back in.
 {{NoteFormat|
 * Old browsers such as Microsoft Internet Explorer 11 and Microsoft Edge HTML (Edge Legacy) do not enable you to work in multiple tabs or windows.
-* To avoid performance issues, particularly when Workspace Agent Desktop is embedded in other applications, Genesys recommends opening Agent Desktop in no more than 5 browser tabs.
+* To avoid performance issues, particularly when Agent Workspace is embedded in other applications, Genesys recommends opening Agent Desktop in no more than 5 browser tabs.
 |1}}
@@ Line 312: / Line 312: @@
 |structuredtext=Sometimes web-based applications don't work as expected. There might be network connection issues, or the system that sends you phone calls, emails, and chats might be slow or behaving in odd ways. Sometimes the sound quality of a phone call is bad. Sometimes an error message is displayed on your desktop.
-These and other issues are problems that you should report to your supervisor. Open the '''Main''' menu and select '''Feedback''' to open the '''Feedback''' window. Describe the problem or suggestion by typing in the text box, then click '''Send''' to submit your feedback. Your administrator might limit the number of characters that you can send as feedback; if you exceed this limit a warning message is displayed to you. Edit your comment before sending it to ensure that it does not exceed the character limit. This information, along with logs about what you were doing in your most recent Workspace Agent Desktop session, are sent to Genesys and are available to Customer Care for later reference.
+These and other issues are problems that you should report to your supervisor. Open the '''Main''' menu and select '''Feedback''' to open the '''Feedback''' window. Describe the problem or suggestion by typing in the text box, then click '''Send''' to submit your feedback. Your administrator might limit the number of characters that you can send as feedback; if you exceed this limit a warning message is displayed to you. Edit your comment before sending it to ensure that it does not exceed the character limit. This information, along with logs about what you were doing in your most recent Agent Workspace session, are sent to Genesys and are available to Customer Care for later reference.
-If for some reason Workspace Agent Desktop becomes disconnected from your network you can reconnect by one of the following methods:
+If for some reason Agent Workspace becomes disconnected from your network you can reconnect by one of the following methods:
 *Refresh your browser. If the '''Unable to connect''' dialog box is displayed, click '''Login'''.
@@ Line 456: / Line 456: @@
 |anchor=Tables
 |alignment=Vertical
-|structuredtext=For Screen Reader users who are navigating tables in various views, such as '''My History''', using keyboard control, Workspace Agent Desktop alerts you when a table contains elements that you can select. There are several table types that you might use. For example:
+|structuredtext=For Screen Reader users who are navigating tables in various views, such as '''My History''', using keyboard control, Agent Workspace alerts you when a table contains elements that you can select. There are several table types that you might use. For example:
 *Tables that enable you to select a row and access details about the selected row.

@@ Line 272: / Line 272: @@
 |Media=Video
 |image=281547811
-|structuredtext={{Link-SomewhereInThisManual|topic=ADTeamCommunicator|anchor=top|display text=Team Communicator}} lets you find someone in your company's internal directory (such as a team member, a routing point, or an agent group), and sometimes someone outside your company, such as an external resource person or even a customer contact. It's useful for getting help or consulting with someone while working with an interaction.
+|structuredtext={{Link-SomewhereInThisManual|topic=ADTeamCommunicator|anchor=top|display text=Team Communicator}} lets you find someone in your company's internal directory, such as a team member or third-party (such as Microsoft Teams members in your organization), a routing point, or an agent group, and sometimes someone outside your company, such as an external resource person,  or even a customer contact. It's useful for getting help or consulting with someone while working with an interaction.
 To start a {{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=call}}, click the Team Communicator button in the '''Side Bar''', then click in the Team Communicator search field and start typing a name or number. Team Communicator displays search results that match what you enter.
 |structuredtextwide=You can filter the search results by using these buttons:

@@ Line 460: / Line 460: @@
 *Tables with checkboxes, such as '''My Workbins''', enable you to select multiple rows and perform the same action on each selected item.
-Tables that enable you to select a row or rows are announced by screen readers as "Table with selection".
+Tables that enable you to select a row or rows are announced by screen readers as "Selectable table".
 ===Tables enabling a single row to be selected===

@@ Line 339: / Line 339: @@
 *{{Link-SomewhereInThisVersion|manual=Agent|topic=ADNav|anchor=basicnav|display text=Basic navigation using the TAB key}}
 *{{Link-SomewhereInThisVersion|manual=Agent|topic=ADNav|anchor=shortcuts|display text=Navigation shortcuts}}
 |Status=No
 }}{{Section
@@ Line 430: / Line 431: @@
 {{!}}Alt+Down Arrow
 {{!}}Open a selected drop-down list.
 {{!}}- valign="top"
 {{!}}Enter
@@ Line 445: / Line 449: @@
 {{!}}For a modifiable list, cancel the edit mode.
 {{!}}}
 |Status=No
 }}{{Section

@@ Line 54: / Line 54: @@
 |structuredtext=The '''Interaction Bar''' is displayed in the main view whenever you have one or more active interactions. If you have multiple active interactions, only the tools for the current active interaction are displayed. The '''Interaction Toolbar''' for other active interactions collapse until you click one of them to make it the current interaction. This video demonstrates how multiple interactions are managed in some environments.
-{{Video|id=506249784|width=286|height=196}}
+{{Video|id=506249784|Description=Interaction Toolbar Handle Multiple Interactions|width=286|height=196}}
 |structuredtextwide=Each interaction is represented by an '''Interaction Bar'''. When you click an Interaction to make it active, you can use the '''Interaction Toolbar''' to perform basic actions that are specific to the interaction type, such as ending a call, replying to an email, and so on.<ul>
 <li><p>Click the '''Interaction Toolbar''' to give it the focus. All other open interactions are collapsed to the '''Interaction Bar'''.</p></li>

@@ Line 60: / Line 60: @@
 <ul>
 <li><p>This video demonstrates how to switch to Pinned mode:</p>
-<p>{{Video|id=447565918|width=286|height=196}}
+<p>{{Video|id=447565918|Description=How to switch to Pinned mode|width=286|height=196}}
 </p>
 </li>

@@ Line 64: / Line 64: @@
 </li>
 <li><p>This video demonstrates how to switch to Floating mode:</p>
-<p>{{Video|id=447232272|width=286|height=196}}
+<p>{{Video|id=447232272|Description=How to switch to Floating mode|width=286|height=196}}
 </p>
 </li>