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

WikiSysop at 15:16, August 30, 2022

2022-08-30T15:16:23Z

WikiSysop at 19:17, July 28, 2022

2022-07-28T19:17:54Z

WikiSysop at 18:48, July 28, 2022

2022-07-28T18:48:38Z

WikiSysop at 14:30, May 24, 2022

2022-05-24T14:30:49Z

Show changes

Mwest: Published

2022-03-10T20:10:19Z

Published

Mwest: Published

2022-03-01T18:56:22Z

Published

Matthew.west@genesys.com: Published

2021-11-30T18:52:09Z

Published

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

2021-11-09T21:19:53Z

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

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

2021-11-09T21:12:50Z

Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

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

2021-11-09T21:06:29Z

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

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

@@ Line 9: / Line 9: @@
 |alignment=Vertical
 |structuredtext={{NoteFormat|
-Due to continual changes to Agent Desktop, screenshots in these articles might show interface elements that are not yet available for this product or might not accurately reflect what is displayed in the product when you use it.
+Due to continual changes to Agent Workspace, screenshots in these articles might show interface elements that are not yet available for this product or might not accurately reflect what is displayed in the product when you use it.
 |1}}
-To log in to Agent Desktop from the Cloud, click '''Agent Desktop''' in the {{Link-Standalone|topic=PEC-Agent/GetStarted|anchor=access|display text=Genesys Portal}}.
+To log in to Agent Workspace from the Cloud, click '''Agent Workspace''' in the {{Link-Standalone|topic=PEC-Agent/GetStarted|anchor=access|display text=Genesys Portal}}.
-To log in to Agent Desktop from the Genesys Multicloud CX, go to the linked article that describes how to {{Link-Standalone|topic=PEC-Agent/Login|anchor=login|display text=Log in to Genesys Multicloud CX}} and access Agent Desktop.
+To log in to Agent Workspace from the Genesys Multicloud CX, go to the linked article that describes how to {{Link-Standalone|topic=PEC-Agent/Login|anchor=login|display text=Log in to Genesys Multicloud CX}} and access Agent Workspace.
 |Status=No
 }}{{Section
@@ Line 36: / Line 36: @@
 * You enter your password on a different login screen. Don't enter it in the '''Tenant''' field.
 * Clicking '''Change login account''' takes you back to the main log in window.
-* Agent Desktop has a security feature that might be set up for your account that logs you out if you stop using Agent Desktop or your computer for a while. Agent Desktop first displays a message to warn you that you are going to be logged out. If Agent Desktop logs you out, just log back in again when you are ready to start using Agent Desktop.
+* Agent Workspace has a security feature that might be set up for your account that logs you out if you stop using Agent Workspace or your computer for a while. Agent Workspace first displays a message to warn you that you are going to be logged out. If Agent Workspace logs you out, just log back in again when you are ready to start using Agent Workspace.
 |2}}{{NoteFormat|
-You may log in only to a single Agent Desktop session at a time. You must log out of one session before logging into a new session.
+You may log in only to a single Agent Workspace session at a time. You must log out of one session before logging into a new session.
 |3}}
 |Status=No
 }}{{Section
-|sectionHeading=Logging Out (Exit) from Agent Desktop
+|sectionHeading=Logging Out (Exit) from Agent Workspace
 |anchor=logout
 |alignment=Horizontal
@@ Line 48: / Line 48: @@
 |image=WWE_900_SSO_Logout_With_Switch_Account_Link.png
 |AltText=A screenshot of the "Your session has ended" message. Click the login link to start a new session or click the "Change login account" link to login as a different user.
-|structuredtext=To log out (Exit) of Agent Desktop, you must use the '''Exit''' option from the '''Agent Menu'''. You cannot log out if you have active calls or Digital interactions.
+|structuredtext=To log out (Exit) of Agent Workspace, you must use the '''Exit''' option from the '''Agent Menu'''. You cannot log out if you have active calls or Digital interactions.
 In some environments, after you exit you ''might'' encounter one or more links, one to log in again, and one to switch login accounts. Click the appropriate link to begin a new session. If you do not receive these links, just log in as usual.
@@ Line 92: / Line 92: @@
 |anchor=BrowserNotifications
 |alignment=Vertical
-|structuredtext=Some browsers require specific actions to ensure that you receive notifications from 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:
+|structuredtext=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 log in , you might receive a browser notification asking whether to allow or deny notifications from the Agent Workspace URL. Click '''Allow'''.
@@ Line 151: / Line 151: @@
 ===Browser notifications===
-If the system becomes disconnected while your browser is minimized, blocked by another application, or if the Agent Workspace tab is not the active tab, Agent Desktop sends you browser notifications to alert you to make the Agent Workspace browser or tab active so that you can view the disconnection message and follow the instructions to reconnect.
+If the system becomes disconnected while your browser is minimized, blocked by another application, or if the Agent Workspace tab is not the active tab, Agent Workspace sends you browser notifications to alert you to make the Agent Workspace browser or tab active so that you can view the disconnection message and follow the instructions to reconnect.
 To ensure that your browser is set up to enable you to see browser notifications, refer to this FAQ: {{Link-SomewhereInThisVersion|manual=Agent|topic=AD|anchor=Browsers|display text=Browser specific notifications and issues}}.
@@ Line 167: / Line 167: @@
 If you must change your status, click the '''Global Status''' menu and select '''Ready''', or go to '''My Channels''' and toggle the voice channel or one or more of your Genesys Digital channels to '''Ready'''.
-Watch the video for a short demonstration of changing your status. '''Note:''' This video shows Agent Desktop in an environment that has many different media channels available, such voice, chat, and email. Don't worry if not all these channels are available in your environment.
+Watch the video for a short demonstration of changing your status. '''Note:''' This video shows Agent Workspace in an environment that has many different media channels available, such voice, chat, and email. Don't worry if not all these channels are available in your environment.
 {{NoteFormat|In some environments, agent status is set to '''Ready''' when the agent logs in. This means that interactions are directed to these agents upon login.|2}}
@@ Line 178: / Line 178: @@
 |anchor=StatusIcons
 |alignment=Vertical
-|structuredtext=Here is a table showing the status icons that you might encounter while using Agent Desktop.
+|structuredtext=Here is a table showing the status icons that you might encounter while using Agent Workspace.
 {{{!}}
 {{!}}-
-!Agent Desktop icon
+!Agent Workspace icon
-!Agent Desktop status
+!Agent Workspace status
 {{!}}-
 {{!}}[[File:GAPI_900_Unknown_State_Icon.png{{!}}20px{{!}}State unknown icon.{{!}}alt=The State unknown icon.{{!}}link=]]
@@ Line 382: / Line 382: @@
 |anchor=Whatnext
 |alignment=Vertical
-|structuredtext=*{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Desktop}}
+|structuredtext=*{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Workspace}}
 *{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}}
 *{{Link-SomewhereInThisManual|topic=ADVideos|anchor=top|display text=Watch "How to" videos}}
@@ Line 391: / Line 391: @@
 |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 59: / Line 59: @@
 |image=GAPI_900_Login_Language_DropDown.gif
 |AltText=An animated gif demonstrating how some Genesys Multicloud CX on-premises users can change the language used by Workspace by accessing the Language menu.
-|structuredtext=Your account might be configured to enable you to change the display language of Workspace Agent Desktop.
+|structuredtext=Your account might be configured to enable you to change the display language of Agent Workspace.
 If it is, after entering your user name and password, a third login step is added that lets you choose your preferred language from the '''Language''' list. Your administrator determines which languages are available to you in this list. Choose your language, then click '''Continue'''.
@@ Line 94: / Line 94: @@
 |structuredtext=Some browsers require specific actions to ensure that you receive notifications from 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:
-*'''Chrome''': When you log in , you might receive a browser notification asking whether to allow or deny notifications from the Workspace Agent Desktop URL. Click '''Allow'''.
+*'''Chrome''': When you log in , you might receive a browser notification asking whether to allow or deny notifications from the Agent Workspace URL. Click '''Allow'''.
-*'''Firefox up to v71''': When you log in , you might receive 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 log in , you might receive 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 log in, 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 log in, you might receive a browser notification at the bottom of the window asking whether to show notifications from the Workspace Agent Desktop URL. Click '''Yes'''.
+*'''Edge''': When you log in, you might receive a browser notification at the bottom of the window asking whether to show notifications from the Agent Workspace URL. Click '''Yes'''.
 |Status=No
 }}{{Section
@@ Line 103: / Line 103: @@
 |anchor=LogX
 |alignment=Vertical
-|structuredtext=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 starting 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.
+|structuredtext=You {{Link-SomewhereInThisVersion|manual=Agent|topic=ADQuickStart|anchor=Login|display text=log in}} and log out of the Agent Workspace application. Logging in means starting 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 On-premises login procedure.|alt=A thumbnail version of the Genesys Multicloud CX on-premises login process.]]
-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 '''Agent Menu'''. 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 '''Agent Menu'''. 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 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 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 151: / Line 151: @@
 ===Browser notifications===
-If the system becomes disconnected while your browser is minimized, blocked by another application, or if the Workspace Agent Desktop tab is not the active tab, Agent Desktop sends you browser notifications to alert you to make the Workspace Agent Desktop browser or tab active so that you can view the disconnection message and follow the instructions to reconnect.
+If the system becomes disconnected while your browser is minimized, blocked by another application, or if the Agent Workspace tab is not the active tab, Agent Desktop sends you browser notifications to alert you to make the Agent Workspace browser or tab active so that you can view the disconnection message and follow the instructions to reconnect.
 To ensure that your browser is set up to enable you to see browser notifications, refer to this FAQ: {{Link-SomewhereInThisVersion|manual=Agent|topic=AD|anchor=Browsers|display text=Browser specific notifications and issues}}.
@@ Line 268: / Line 268: @@
 |structuredtext=Depending on your assignment, you might receive interactions through the {{Link-SomewhereInThisManual|topic=ADchannels|anchor=top|display text=Voice}} or Digital channels, such as {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} or {{Link-SomewhereInThisManual|topic=ADemail|anchor=top|display text=Email}} channels, directly from customers or by way of a {{Link-SomewhereInThisManual|topic=ADintinter|anchor=consult|display text=consultation}}, {{Link-SomewhereInThisManual|topic=ADintinter|anchor=conf|display text=conference}}, or {{Link-SomewhereInThisManual|topic=ADintinter|anchor=transfer|display text=transfer}}.
-For a list of channels that Workspace Agent Desktop supports, refer to {{Link-SomewhereInThisVersion|manual=Agent|topic=ADchannels|display text=Channels and the Channels tab}}.
+For a list of channels that Agent Workspace supports, refer to {{Link-SomewhereInThisVersion|manual=Agent|topic=ADchannels|display text=Channels and the Channels tab}}.
 Some contact centers are set up to always direct interactions from the same customers to the same agents. If your assignment is set up this way, then you are able to assist certain customers whenever they call.

@@ 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 is displayed in the product when you use it.
+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 is displayed in the product when you use it.
 |1}}
@@ Line 28: / Line 27: @@
 |Media=Image
 |image=WWE_900_QuickStart_Login_Window.png
-|AltText=A series of screenshots demonstrating the login process for Genesys Engage on-premises users. Enter your username in the first login window and your password in the second window. You might have an optional third window where you enter your Place.
+|AltText=A series of screenshots demonstrating the login process for Genesys Multicloud CX on-premises users. Enter your username in the first login window and your password in the second window. You might have an optional third window where you enter your Place.
 |structuredtext=Select the '''Remember Me''' check box to save your username and tenant information for the next time you login on same browser. This information will be populated in these fields.
@@ Line 59: / Line 58: @@
 |Media=Image
 |image=GAPI_900_Login_Language_DropDown.gif
-|AltText=An animated gif demonstrating how some Engage On-premises users can change the language used by Workspace by accessing the Language menu.
+|AltText=An animated gif demonstrating how some Genesys Multicloud CX on-premises users can change the language used by Workspace by accessing the Language menu.
 |structuredtext=Your account might be configured to enable you to change the display language of Workspace Agent Desktop.
@@ Line 106: / Line 105: @@
 |structuredtext=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.
-[[File:WWE_900_QuickStart_Login_Window.png|200px|Thumbnail of the On-premises login procedure.|alt=A thumbnail version of the Engage On-premises login process.]]
+[[File:WWE_900_QuickStart_Login_Window.png|200px|Thumbnail of the On-premises login procedure.|alt=A thumbnail version of the Genesys Multicloud CX on-premises login process.]]
 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 '''Agent Menu'''. You won't be able to log out if you have any active calls or interactions.

@@ Line 168: / Line 168: @@
 If you need to change your status, click the '''Global Status''' menu and select '''Ready''', or go to '''My Channels''' and toggle the voice channel or one or more of your Genesys Digital channels to '''Ready'''.
-Watch the video for a short demonstration of changing your status. '''Note:''' This video show Agent Desktop in an environment that has many different media channels available, such voice, chat, and email. Don't worry if not all these channels are available in your environment.
+Watch the video for a short demonstration of changing your status. '''Note:''' This video shows Agent Desktop in an environment that has many different media channels available, such voice, chat, and email. Don't worry if not all these channels are available in your environment.
 {{NoteFormat|In some environments, agent status is set to '''Ready''' when the agent logs in. This means that interactions are directed to these agents upon login.|2}}
-|structuredtextwide={{Video|id=274140327|Description=How to change your ready/not ready status|width=572|height=392}}
+|structuredtextwide=In some environments, the system might reserve an agent to handle an inbound call. If you are reserved for a call, you cannot set the voice channel to Not Ready, Do Not Disturb, After Call Work, or Logged Off status, cannot make another voice call, and cannot exit from Workspace. If you are reserved for a call and if you attempt to perform one of the actions above, a message is displayed informing you to wait. The message includes a timer so that you know how long you must wait before you are no longer reserved. Workspace notifies you when you are no longer reserved.
 |Status=No
 }}{{Section

@@ Line 8: / Line 8: @@
 |Section={{Section
 |alignment=Vertical
-|structuredtext=This page uses the following icons to help you determine whether or not a specific section applies to you. You might not be aware of which platform you are using. If you are unsure, contact your supervisor or Genesys software administrator.
+|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 is displayed in the product when you use it.
 * Some Workspace Agent Desktop features, such as SSO, are available only for Engage Cloud users.
 |1}}
-{{{!}} class="wikitable"
+To log in to Agent Desktop from the Cloud, click '''Agent Desktop''' in the {{Link-Standalone|topic=PEC-Agent/GetStarted|anchor=access|display text=Genesys Portal}}.
-Logging in to Agent Desktop from the Genesys Multicloud CX is a little different to logging in to Workspace Agent Desktop from your organization's cloud. Go to the linked article which describes how to {{Link-Standalone|topic=PEC-Agent/Login|anchor=login|display text=Log in to Genesys Multicloud CX}} and access Agent Desktop.
+To log in to Agent Desktop from the Genesys Multicloud CX, go to the linked article which describes how to {{Link-Standalone|topic=PEC-Agent/Login|anchor=login|display text=Log in to Genesys Multicloud CX}} and access Agent Desktop.
 |Status=No
 }}{{Section
@@ Line 89: / Line 60: @@
 |image=GAPI_900_Login_Language_DropDown.gif
 |AltText=An animated gif demonstrating how some Engage On-premises users can change the language used by Workspace by accessing the Language menu.
-|structuredtext={{{!}} class="wikitable"
+|structuredtext=Your account might be configured to enable you to change the display language of Workspace Agent Desktop.
-{{!}}-
 If it is, after entering your username and password, a third login step is added that lets you choose your preferred language from the '''Language''' drop down list. Your administrator determines which languages are available to you in this list. Choose your language, then click '''Continue'''.
 |Status=No
@@ Line 100: / Line 68: @@
 |anchor=SSO
 |alignment=Vertical
-|structuredtext={{{!}} class="wikitable"
+|structuredtext=You might work in an environment that uses Single Sign-On (SSO) identity authentication. If you do, your login experience will be a little different. After entering your username in the application login screen, you will be taken to your company's authentication provider where you will enter your username and password. After that, you will not have to log in again until your authentication expires which is typically every eight hours.
 Using SSO means that once you log in to one application, you will not have to log in to any other applications that are also set up for SSO.
@@ Line 111: / Line 75: @@
 {{AnchorDiv|SSOLogout}}
 ===Logging out in SSO environments===
-{{{!}} class="wikitable"
+If your company uses SSO, after you click '''Exit''' the Workspace window informs you that your session has ended. You must click the '''Login''' link to start a new session.
-{{!}}-
 [[File:WWE_900_SSO_Logout_No_Switch_Account_Link.png|The "Your session has ended" message.|alt=A screenshot of the "Your session has ended" message. Click the login link to start a new session.|link=]]
 |Status=No
@@ Line 159: / Line 120: @@
 |anchor=ChangePassword
 |alignment=Vertical
-|structuredtext={{{!}} class="wikitable"
+|structuredtext=It is a good idea to change your password regularly for security purposes. Your account might be set up to enable you to change your password yourself. If this feature is available to you, the '''Change password''' option will be displayed in the '''Agent''' menu.
 [[File:GAPI 900 Change Password Menu.png|Change Password option in the Agent Menu.|alt=A screenshot of the Agent Menu showing the Change Password option being selected.]]

@@ Line 18: / Line 18: @@
 {{!}}-
 {{!}}[[File:engage_on-premises_white.png{{!}}50px]]
-{{!}}Gxxx Exxx on-premises
+{{!}}Genesys Engage on-premises
 {{!}}-
 {{!}}[[File:engage_private_edition_white.png{{!}}50px]]
@@ Line 57: / Line 57: @@
 |Media=Image
 |image=WWE_900_QuickStart_Login_Window.png
-|AltText=A series of screenshots demonstrating the login process for Gxxx Exxx on-premises users. Enter your username in the first login window and your password in the second window. You might have an optional third window where you enter your Place.
+|AltText=A series of screenshots demonstrating the login process for Genesys Engage on-premises users. Enter your username in the first login window and your password in the second window. You might have an optional third window where you enter your Place.
 |structuredtext=Select the '''Remember Me''' check box to save your username and tenant information for the next time you login on same browser. This information will be populated in these fields.

@@ Line 21: / Line 21: @@
 {{!}}-
 {{!}}[[File:engage_private_edition_white.png{{!}}50px]]
-{{!}}Genesys Engage Private Edition
+{{!}}Genesys Multicloud CX Private Edition
 {{!}}}
 {{NoteFormat|