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

WikiSysop at 15:47, August 30, 2022

2022-08-30T15:47:18Z

WikiSysop at 19:17, July 28, 2022

2022-07-28T19:17:59Z

WikiSysop at 18:48, July 28, 2022

2022-07-28T18:48:40Z

Matthew.west@genesys.com: Published

2021-08-03T14:59:21Z

Published

Matthew.west@genesys.com: Published

2021-07-29T19:07:46Z

Published

Matthew.west@genesys.com: Published

2021-06-16T19:56:32Z

Published

Show changes

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

2021-06-10T12:00:20Z

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

Matthew.west@genesys.com: Published

2020-12-22T20:43:15Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:32:17Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:45:08Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

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

@@ Line 135: / Line 135: @@
 *{{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}}
 *{{Link-SomewhereInThisManual|topic=ADemail|anchor=top|display text=Email}}
-*{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Desktop}}
+*{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Workspace}}
 |Status=No
 }}{{Section
@@ Line 142: / Line 142: @@
 |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 70: / Line 70: @@
 |alignment=Vertical
 |structuredtext====Adding a Favorite===
-Workspace Agent Desktop might be set up to let you mark (add) and unmark (remove) standard responses as favorites. This feature makes it easy for you to find the responses that you use most often.
+Agent Workspace might be set up to let you mark (add) and unmark (remove) standard responses as favorites. This feature makes it easy for you to find the responses that you use most often.
 There are two ways to mark a response as a favorite:
@@ Line 116: / Line 116: @@
 |image=GAPI_900_Suggested_Response_Selected.png
 |AltText=The responses tab showing suggested responses. Insert copy button, and Relevance and Parent Category columns are highlighted.
-|structuredtext=If the Suggested Responses feature is enabled in your environment, Workspace Agent Desktop uses Artificial Intelligence (AI) to evaluate interactions that you are handling. It searches for keywords and other content to find the most relevant responses from which you can choose the best one to insert into an email, chat, and so on.
+|structuredtext=If the Suggested Responses feature is enabled in your environment, Agent Workspace uses Artificial Intelligence (AI) to evaluate interactions that you are handling. It searches for keywords and other content to find the most relevant responses from which you can choose the best one to insert into an email, chat, and so on.
-Workspace Agent Desktop assigns a relevance level as a percentage to each response. You can read the relevance level in the '''Relevance''' column. Click the '''Relevance''' column head to sort the responses by relevance. Relevance is an estimation of how likely the response is to match the content of the contact's interaction.
+Agent Workspace assigns a relevance level as a percentage to each response. You can read the relevance level in the '''Relevance''' column. Click the '''Relevance''' column head to sort the responses by relevance. Relevance is an estimation of how likely the response is to match the content of the contact's interaction.
 Click the '''Responses''' column to sort the responses by name.

@@ Line 127: / Line 127: @@
 To access more suggested responses, scroll to the bottom of the list. Workspace uses lazy loading instead of pages to display suggested responses.
-|Status=No
+|Status=Yes
 }}{{Section
 |sectionHeading=What next?

@@ Line 10: / Line 10: @@
 |structuredtext={{NoteFormat|After inserting a response into an outbound interaction, such as an email or a chat message, you can modify the contents of the text.|2}}
-{{Video|id=289172245|width=572|height=392}}
+{{Video|id=289172245|Description=Basics of using the Standard Responses tab|width=572|height=392}}
 |Status=No
 }}{{Section

@@ Line 8: / Line 8: @@
 |Section={{Section
 |alignment=Vertical
-|structuredtext=After inserting a response into an outbound interaction, such as an email or a chat message, you can modify the contents of the text.
+|structuredtext=After inserting a response into an outbound interaction, such as an email or a chat message, you can modify the contents of the text.{{NoteFormat|After inserting a response into an outbound interaction, such as an email or a chat message, you can modify the contents of the text.|2}}
 {{#widget:Vimeo|id=289172245|width=572|height=392}}
@@ Line 99: / Line 99: @@
 If it is available in your environment, use the '''View''' drop-down menu to toggle the view between all responses and only those responses with shortcuts.
 |Status=No
 }}{{Section

@@ Line 5: / Line 5: @@
 |Context=While you are handling an interaction, you can use the Responses tab in the interaction view to access a database of pre-written standard responses for your interactions. You can insert a response as a reply into any outbound interaction, such as an email or a chat message, or you can read them to the contact during a phone interaction.
 |ComingSoon=No
-|Platform=PureEngage
+|Platform=GenesysEngage-onpremises
 |Section={{Section
 |alignment=Vertical

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

WikiSysop at 15:47, August 30, 2022

WikiSysop at 19:17, July 28, 2022

WikiSysop at 18:48, July 28, 2022

Matthew.west@genesys.com: Published

Matthew.west@genesys.com: Published

Matthew.west@genesys.com: Published

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

Matthew.west@genesys.com: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"