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

WikiSysop at 16:02, August 30, 2022

2022-08-30T16:02:02Z

WikiSysop at 19:18, July 28, 2022

2022-07-28T19:18:02Z

WikiSysop at 18:48, July 28, 2022

2022-07-28T18:48:43Z

WikiSysop at 18:31, April 19, 2022

2022-04-19T18:31:32Z

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

2021-11-09T20:28:38Z

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

Matthew.west@genesys.com: Published

2021-10-14T16:27:23Z

Published

Matthew.west@genesys.com: Published

2021-07-27T17:28:47Z

Published

Matthew.west@genesys.com: Published

2021-06-14T19:01:29Z

Published

Matthew.west@genesys.com: Published

2021-03-31T18:00:40Z

Published

Matthew.west@genesys.com: Published

2021-03-05T14:54:47Z

Published

Show changes

@@ 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 this manual might show interface elements that are not yet available for this product or might not accurately reflect what you can access in the product when you use it.
+* Due to continual changes to Agent Workspace, screenshots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you can access in the product when you use it.
 * Some Agent Workspace features are available only for Genesys Multicloud CX users.
 |1}}
-An SMS interaction is the Agent Desktop interface that lets you handle an SMS message from a contact as a chat.
+An SMS interaction is the Agent Workspace interface that lets you handle an SMS message from a contact as a chat.
 To start receiving SMS interactions, set your status on the SMS channel to '''Ready'''.
@@ Line 19: / Line 19: @@
 {{NoteFormat|In some environments, agent status is set to '''Ready''' when the agent logs in. This means that SMS interactions are directed to these agents upon login.|2}}
-When you receive an SMS it is either answered automatically, or a pop-up notification is displayed on your desktop to enable you to accept the message. When you accept an SMS, the Chat interaction view opens on your Agent Desktop. It includes all the controls, information about the email (Case Information), and Disposition and Note tabs where you can add information about the SMS. There might also be tabs on the right side of the view that contain contact information, history, and other features.
+When you receive an SMS it is either answered automatically, or a pop-up notification is displayed on your desktop to enable you to accept the message. When you accept an SMS, the Chat interaction view opens on your Agent Workspace. It includes all the controls, information about the email (Case Information), and Disposition and Note tabs where you can add information about the SMS. There might also be tabs on the right side of the view that contain contact information, history, and other features.
 You exchange messages, and when either you or the contact ends the chat session, the interaction is ended and must be closed and marked as '''Done'''. However, sometimes you are required to continue a chat conversation. Perhaps you had to take time to find additional information for the contact or initiate a business process in your company before continuing the conversation.
@@ Line 110: / Line 110: @@
 *Genesys recommends that you switch to a chat interaction window whenever you want your chatting time to be recorded for KPI purposes.
-*Not all phone numbers can receive SMS. If Agent Desktop detects that it is not possible to send an SMS to the number you choose, you will receive a warning message.
+*Not all phone numbers can receive SMS. If Agent Workspace detects that it is not possible to send an SMS to the number you choose, you will receive a warning message.
 *Sometimes an SMS you send cannot be delivered. A system message is displayed in the transcript area if the SMS was not delivered.
@@ Line 131: / Line 131: @@
 |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 3: / Line 3: @@
 |DisplayName=SMS Chat
 |TocName=SMS Chat
-|Context=The Workspace Agent Desktop {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} channel enables you to exchange chat messages with a contact. This is called a chat interaction. Chat interactions include Web Chat, SMS and MMS messages, Facebook Messenger, and Twitter Direct Messages.
+|Context=The Agent Workspace {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} channel enables you to exchange chat messages with a contact. This is called a chat interaction. Chat interactions include Web Chat, SMS and MMS messages, Facebook Messenger, and Twitter Direct Messages.
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
@@ Line 10: / Line 10: @@
 |structuredtext={{NoteFormat|
 * Due to continual changes to Agent Desktop, screenshots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you can access in the product when you use it.
-* 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.
 |1}}

@@ Line 13: / Line 13: @@
 |1}}
-An SMS interaction is the Workspace Agent Desktop interface that lets you handle an SMS message from a contact as a chat.
+An SMS interaction is the Agent Desktop interface that lets you handle an SMS message from a contact as a chat.
 To start receiving SMS interactions, set your status on the SMS channel to '''Ready'''.
@@ Line 45: / Line 45: @@
 [[File:GAPI_900_SMS_Asynchronous_Chat_Example.png]]
-Read the messages from your contact in the Transcript area. Type your messages in the Message Composition field.
+Read the messages from your contact in the Transcript area. Type your messages in the Message Composition field ("Write something...").
 The '''Contact''' tab contains information about the contact including the phone number that sent the SMS. You can update the contact information and review the history of interactions with the contact.
@@ Line 95: / Line 95: @@
 *Select a contact in the '''Assigned Contacts''' list to access the conversations that contact has had with your company. If you have not interacted with a contact in the past, or if the contact has been removed from your Assigned Contacts list, those contacts are considered unassigned contacts. If there is an unread message from one of your contacts, a number is displayed next to their name indicating the number of unread messages.
 *The conversation transcript area displays all the chat interactions that the selected contact has had with your company.

@@ Line 10: / Line 10: @@
 |structuredtext={{NoteFormat|
 * Due to continual changes to Agent Desktop, screenshots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you can access in the product when you use it.
-* Some Workspace Agent Desktop features are available only for Genesys Engage cloud users.
+* Some Workspace Agent Desktop features are available only for Genesys Multicloud CX users.
 |1}}

@@ Line 86: / Line 86: @@
 The '''Communication''' tab has two areas, the '''Assigned''' '''Contacts''' list and the conversation transcript area.
-*Select a contact in the '''Assigned Contacts''' list to access the conversations that contact has had with your company. If there is an unread message from one of your contacts, a number is displayed next to their name indicating the number of unread messages.
+*Select a contact in the '''Assigned Contacts''' list to access the conversations that contact has had with your company. If you have not interacted with a contact in the past, or if the contact has been removed from your Assigned Contacts list, those contacts are considered unassigned contacts. If there is an unread message from one of your contacts, a number is displayed next to their name indicating the number of unread messages.
 **Choose '''Chat''' to access Web Chat, WhatsApp, SMS, Facebook Messenger, and Twitter Direct Messages transcripts.
 **Choose '''Social Media''' to access public Facebook messages and Twitter Tweets that involve your company.

@@ Line 9: / Line 9: @@
 |alignment=Vertical
 |structuredtext={{NoteFormat|
-* Due to continual changes to Agent Desktop, screenshots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you see in the product when you use it.
+* Due to continual changes to Agent Desktop, screenshots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you can access in the product when you use it.
 * Some Workspace Agent Desktop features are available only for Genesys Engage cloud users.
 |1}}
-The chat interaction is directed to your desktop, you exchange messages, and when either you or the contact ends the chat session, the interaction is ended and must be closed and marked as '''Done'''. However, sometimes you need to continue a chat conversation. Perhaps you had to take time to find additional information for the contact or initiate a business process in your company before continuing the conversation.
+The chat interaction is directed to your desktop, you exchange messages, and when either you or the contact ends the chat session, the interaction is ended and must be closed and marked as '''Done'''. However, sometimes you are required to continue a chat conversation. Perhaps you had to take time to find additional information for the contact or initiate a business process in your company before continuing the conversation.
 If your account is enabled for asynchronous chat, you can continue a chat interaction after the initial interaction is ended by using the {{Link-SomewhereInThisManual|topic=ADChat|anchor=ConversationTab|display text=Conversation tab}} in the interaction window or the {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTab|display text=Communication tab}}.
@@ Line 25: / Line 25: @@
 |anchor=SMSInteractions
 |alignment=Vertical
-|structuredtext=Short Message Service (SMS) is a text-messaging component of voice and Internet communication. SMS enables the exchange of text messages between you and a contact through your computer. Typically, a contact will send you SMS from a mobile device, a web interface, or an email client. From your point of view, handling an  SMS chat session is no different than handling any other {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} session, whether you are handling a one time interaction or are continuing a conversation.
+|structuredtext=Short Message Service (SMS) is a text-messaging component of voice and Internet communication. SMS enables the exchange of text messages between you and a contact through your computer. Typically, a contact will send you SMS from a mobile device, a web interface, or an email client. From your perspective, handling an  SMS chat session is no different than handling any other {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} session, whether you are handling a one time interaction or are continuing a conversation.
 {{NoteFormat|You might receive an error message that the number from which you are trying to send a message is incorrect. Contact your administrator.|}}
@@ Line 39: / Line 39: @@
 Read the messages from your contact in the Transcript area. Type your messages in the Message Composition field.
-The '''Contact''' tab contains information about the contact including the phone number that sent the SMS. You can update the contact information and view the history of interactions with the contact.
+The '''Contact''' tab contains information about the contact including the phone number that sent the SMS. You can update the contact information and review the history of interactions with the contact.
 If you have had previous chat/SMS interactions with the contact, the full transcript is in the {{Link-SomewhereInThisManual|topic=ADSMS|anchor=ConversationTab|display text=Conversation tab}}.
@@ Line 53: / Line 53: @@
 The '''Conversation''' tab allows the following actions:
-*[[File:GAPI_900_Conversation_Tab_Send_Button.png|link=]]: Click to send messages you type in the Message Composition area.
+*Click '''Emoji''' ([[File:GAPI_900_Conversation_Tab_Emoji_Button.png|Emoji button.|alt=The Emoji button|link=]]) to send an {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTabEmoji|display text=emoji}} to your contact.
-*[[File:GAPI_900_Conversation_Tab_Emoji_Button.png|link=]]: Send an {{Link-SomewhereInThisManual|topic=ADChat|anchor=Emojis|display text=emoji}} to your contact.
+*Click '''Send''' ([[File:GAPI_900_Conversation_Tab_Send_Button.png|Send Chat button.|alt=Send button in chat composition field.|link=]]) to send messages you type in the Message Composition area.
 To start an outbound SMS interaction, click the '''Create SMS Interaction''' icon in the '''Contact information''' area. This displays the Chat Interaction window and enables you to continue the conversation there with access to all the interaction window features such as Contact Information, Contact History, and Standard Responses. '''Note:''' Genesys recommends that you switch to a chat interaction window whenever you want your chatting time to be recorded for KPI purposes.
-[[File:GAPI_900_Communication_Tab_Contact_Info_Column.png]]
+[[File:GAPI_900_Communication_Tab_Contact_Info_Column.png|Contact Information column.|alt=Communication tab Contact Information column.]]
 {{NoteFormat|
@@ Line 79: / Line 79: @@
 icon and select the '''Chat''' channel icon.
-[[File:GAPI_900_No_Message_Field_No_Start_Chat_Button.png|300px]]
+[[File:GAPI_900_No_Message_Field.png|Create WhatsApp Interaction button and WhatsApp channel icon.|alt=The Create WhatsApp interaction button and the WhatsApp channel icon.|300px]]
 |}}
@@ Line 86: / Line 86: @@
 The '''Communication''' tab has two areas, the '''Assigned''' '''Contacts''' list and the conversation transcript area.
-*Select a contact in the '''Assigned Contacts''' list to see the conversations that contact has had with your company. If there is an unread message from one of your contacts, a number is displayed next to their name indicating the number of unread messages.
+*Select a contact in the '''Assigned Contacts''' list to access the conversations that contact has had with your company. If there is an unread message from one of your contacts, a number is displayed next to their name indicating the number of unread messages.
-**Choose '''Chat''' to see Web Chat, WhatsApp, SMS, Facebook Messenger, and Twitter Direct Messages transcripts.
+**Choose '''Chat''' to access Web Chat, WhatsApp, SMS, Facebook Messenger, and Twitter Direct Messages transcripts.
-**Choose '''Social Media''' to see public Facebook messages and Twitter Tweets that involve your company.
+**Choose '''Social Media''' to access public Facebook messages and Twitter Tweets that involve your company.
 *The conversation transcript area displays all the chat interactions that the selected contact has had with your company.
-[[File:GAPI_900_SMS_Asynchronous_Chat_Communication_Tab.png|500px]]
+[[File:GAPI_900_SMS_Asynchronous_Chat_Communication_Tab.png|Communications tab showing an SMS transcript.|alt=The Communications tab in the Connect group showing an SMS interaction transcript.|500px]]
 The conversation area allows the following actions:
-*[[File:GAPI_900_Conversation_Tab_Send_Button.png|link=]]: Click to send messages you type in the '''Write a message''' field.
+*Click '''Send''' ([[File:GAPI_900_Conversation_Tab_Send_Button.png|Send Chat button.|alt=Send button in chat composition field.|link=]]) to send messages you type in the Message Composition area.
-*[[File:GAPI_900_Conversation_Tab_Emoji_Button.png|link=]]: Send an {{Link-SomewhereInThisManual|topic=ADChat|anchor=Emojis|display text=emoji}} to your contact.
+*Click '''Emoji''' ([[File:GAPI_900_Conversation_Tab_Emoji_Button.png|Emoji button.|alt=The Emoji button|link=]]) to send an {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTabEmoji|display text=emoji}} to your contact.
-*[[File:GAPI_900_Communication_Tab_View_Contacts_Toggle_Button.png|link=]]: Toggle the display of the '''Contacts Information''' area.
+*Click '''Contacts''' ([[File:GAPI_900_Communication_Tab_View_Contacts_Toggle_Button.png|Contact view toggle.|alt=Contacts information toggle button.|link=]]) to toggle the display of the '''Contacts information''' area.
 To start an outbound SMS interaction, click the '''Create SMS Interaction''' icon in the '''Contact information''' area. This displays the Chat Interaction window and enables you to continue the conversation there with access to all the interaction window features such as Contact Information, Contact History, and Standard Responses.
@@ Line 107: / Line 107: @@
 *Sometimes an SMS you send cannot be delivered. A system message is displayed in the transcript area if the SMS was not delivered.
-[[File:GAPI_900_Communication_Tab_Contact_Info_Column.png]]
+[[File:GAPI_900_Communication_Tab_Contact_Info_Column.png|Contact Information column.|alt=Communication tab Contact Information column.]]
 Refer to {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} for information about using the {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTab|display text=Communication tab}}.