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

WikiSysop at 15:32, August 30, 2022

2022-08-30T15:32:00Z

WikiSysop at 19:17, July 28, 2022

2022-07-28T19:17:49Z

Matthew.west@genesys.com: Published

2021-07-30T15:18:32Z

Published

Matthew.west@genesys.com: Published

2021-07-30T13:38:40Z

Published

Matthew.west@genesys.com: Published

2021-07-29T19:44:39Z

Published

Matthew.west@genesys.com: Published

2021-07-29T19:43:39Z

Published

Matthew.west@genesys.com: Published

2021-07-29T19:41:37Z

Published

Matthew.west@genesys.com: Published

2021-07-29T19:39:49Z

Published

Matthew.west@genesys.com: Published

2021-07-29T18:59:40Z

Published

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

2021-06-10T12:01:56Z

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

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |sectionHeading=What types of campaigns are available?
@@ Line 170: / Line 171: @@
 As with other Outbound campaign types, pop up notifications inform you when a campaign assigned to you is loaded into the system and when it starts and stops.
-|structuredtextwide=
+|structuredtextwide=To determine which campaigns are assigned to you, check the '''My Campaigns''' tab. Because Direct Push Preview campaigns ignore your Ready/Not Ready status, to tell the system when you are ready to receive records and when you want to stop receiving records, you must use the '''Get Record''' ([[File:GAPI_900_Direct_Push_Preview_Get_Record_Toggle.png|Get Record switch.|alt=The Get Record switch.|link=]])/'''Stop''' ([[File:GAPI_900_Direct_Push_Preview_Stop_Toggle.png|Stop switch.|alt=The Stop switch.|link=]]) toggle in the '''My Campaigns''' tab in the '''Action''' column in the Direct Preview Campaign row.
 After handling an Outbound campaign call, click '''End''' to end the call and '''Done''' to mark it Done. You automatically receive new calls until you do one of the following actions:

@@ Line 203: / Line 203: @@
 When a rescheduled callback is directed to your workstation, an interaction preview is displayed as usual, but the Case Information includes an indication in the '''Origin''' field that the call is a '''Callback''' or a '''Personal Callback'''.
-'''Note:''' A message might be displayed in the Agent Desktop interface when you try to mark Done a rescheduled Outbound interaction. This can happen if the specified rescheduled date and time are invalid (for example, you might have set the rescheduled date and time in the past). You must fix any errors or cancel the rescheduled call first before you can mark the interaction as Done.
+'''Note:''' A message might be displayed in the Agent Workspace interface when you try to mark Done a rescheduled Outbound interaction. This can happen if the specified rescheduled date and time are invalid (for example, you might have set the rescheduled date and time in the past). You must fix any errors or cancel the rescheduled call first before you can mark the interaction as Done.
 |Status=No
 }}{{Section
@@ Line 211: / Line 211: @@
 |structuredtext=Some records in your campaign might have phone numbers that are listed in the Do-Not-Call registry. If you call one of these numbers, it could mean penalties for your business. Your administrator might have set up a pre-dial validation service to check the numbers before you make a call.
-If so, Agent Desktop displays messages to alert you when a number is on the Do-Not-Call list or the number can't be validated:
+If so, Agent Workspace displays messages to alert you when a number is on the Do-Not-Call list or the number can't be validated:
 *<tt>The phone number &lt;number&gt; is on the Do-Not-Call list</tt> <br>The pre-dial validation service has determined that the number is on the Do-Not-Call registry and there is no other number available for the contact. Mark the record '''Done''' to get the next record.
@@ Line 236: / Line 236: @@
 |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 170: / Line 170: @@
 As with other Outbound campaign types, pop up notifications inform you when a campaign assigned to you is loaded into the system and when it starts and stops.
-|structuredtextwide={{Video|id=400728626|width=572|height=392}}
+|structuredtextwide=
 To determine which campaigns are assigned to you, check the '''My Campaigns''' tab. Because Direct Push Preview campaigns ignore your Ready/Not Ready status, to tell the system when you are ready to receive records and when you want to stop receiving records, you must use the '''Get Record''' ([[File:GAPI_900_Direct_Push_Preview_Get_Record_Toggle.png|Get Record switch.|alt=The Get Record switch.|link=]])/'''Stop''' ([[File:GAPI_900_Direct_Push_Preview_Stop_Toggle.png|Stop switch.|alt=The Stop switch.|link=]]) toggle in the '''My Campaigns''' tab in the '''Action''' column in the Direct Preview Campaign row.

@@ Line 31: / Line 31: @@
 {{Video|id=407267426|Description=Semi-automatic record retrieval (Push-preview)|width=256|height=192}}
 ===Semi-automatic record retrieval (Direct Push-Preview)===
-{{Video|id=400728626|Description=Semi-automatic record retrieval (Direct Push-Preview)width=256|height=192}}
+{{Video|id=400728626|Description=Semi-automatic record retrieval (Direct Push-Preview)|width=256|height=192}}
 |Status=No
 }}{{Section

@@ Line 29: / Line 29: @@
 {{Video|id=405941861|Description=Manual record retrieval (Preview)|width=256|height=192}}
 ===Semi-automatic record retrieval (Push-Preview)===
-{{Video|id=407267426|width=256|height=192}}
+{{Video|id=407267426|Description=Semi-automatic record retrieval (Push-preview)|width=256|height=192}}
 ===Semi-automatic record retrieval (Direct Push-Preview)===
 {{Video|id=400728626|Description=Semi-automatic record retrieval (Direct Push-Preview)width=256|height=192}}

@@ Line 23: / Line 23: @@
 |structuredtext=Here are four tutorial videos that give you a quick overview of being an agent in an Outbound Campaign. The first video introduces Outbound Campaigns, the second demonstrates Predictive and Progressive (automatic) campaigns, the third demonstrates Preview (manual) campaigns, and the fourth demonstrates Push-Preview (semi-automatic) campaigns.
 ===Outbound Campaign Overview===
-{{Video|id=405207138|width=256|height=192}}
+{{Video|id=405207138|Description=Outbound Campaign Overview|width=256|height=192}}
 ===Automatic record retrieval (Predictive and Progressive)===
 {{Video|id=406294195|Description=Automatic record retrieval (Predictive and Progressive)|width=256|height=192}}

@@ Line 25: / Line 25: @@
 {{Video|id=405207138|width=256|height=192}}
 ===Automatic record retrieval (Predictive and Progressive)===
-{{Video|id=406294195|width=256|height=192}}
+{{Video|id=406294195|Description=Automatic record retrieval (Predictive and Progressive)|width=256|height=192}}
 ===Manual record retrieval (Preview)===
 {{Video|id=405941861|width=256|height=192}}