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

WikiSysop at 15:47, August 30, 2022

2022-08-30T15:47:23Z

WikiSysop at 19:18, July 28, 2022

2022-07-28T19:18:07Z

WikiSysop at 18:48, July 28, 2022

2022-07-28T18:48:46Z

WikiSysop at 13:45, April 28, 2022

2022-04-28T13:45:40Z

WikiSysop at 19:45, April 14, 2022

2022-04-14T19:45:32Z

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

2021-11-09T21:16:39Z

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

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

2021-11-09T21:06:41Z

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

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

2021-11-09T20:28:14Z

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

Matthew.west@genesys.com: Published

2021-07-27T17:26:37Z

Published

Matthew.west@genesys.com: Published

2021-05-21T16:54:50Z

Published

Show changes

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

@@ Line 11: / Line 11: @@
 * Some Agent Workspace features are available only for Genesys Multicloud CX users. For example, not all users can access the '''Conversation''' and '''Communication''' tabs.
 * Some Agent Workspace features are available only for Genesys Engage on-premises users.
-* 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.
 |1}}
@@ Line 147: / Line 147: @@
 |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=Twitter Chat
 |TocName=Twitter Chat
-|Context=The Workspace Agent Desktop {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} channel enables you to exchange {{Link-SomewhereInThisManual|topic=ADTwitter|anchor=TwitterDirectMessage|display text=Twitter Direct Messages}} and {{Link-SomewhereInThisManual|topic=ADTwitter|anchor=TwitterPublic|display text=Twitter Public}} messages with your contacts using the {{Link-SomewhereInThisManual|topic=ADChat|anchor=AsyncChat|display text=asynchronous chat}} features including the {{Link-SomewhereInThisManual|topic=ADTwitter|anchor=ConversationTab|display text=Conversation tab}} and the {{Link-SomewhereInThisManual|topic=ADTwitter|anchor=CommunicationTab|display text=Communication tab}}. Your account must be enabled for Twitter to handle chat interactions from Twitter.
+|Context=The Agent Workspace {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} channel enables you to exchange {{Link-SomewhereInThisManual|topic=ADTwitter|anchor=TwitterDirectMessage|display text=Twitter Direct Messages}} and {{Link-SomewhereInThisManual|topic=ADTwitter|anchor=TwitterPublic|display text=Twitter Public}} messages with your contacts using the {{Link-SomewhereInThisManual|topic=ADChat|anchor=AsyncChat|display text=asynchronous chat}} features including the {{Link-SomewhereInThisManual|topic=ADTwitter|anchor=ConversationTab|display text=Conversation tab}} and the {{Link-SomewhereInThisManual|topic=ADTwitter|anchor=CommunicationTab|display text=Communication tab}}. Your account must be enabled for Twitter to handle chat interactions from Twitter.
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
@@ Line 9: / Line 9: @@
 |alignment=Vertical
 |structuredtext={{NoteFormat|
-* Some Workspace Agent Desktop features are available only for Genesys Multicloud CX users. For example, not all users can access the '''Conversation''' and '''Communication''' tabs.
+* Some Agent Workspace features are available only for Genesys Multicloud CX users. For example, not all users can access the '''Conversation''' and '''Communication''' tabs.
-* Some Workspace Agent Desktop features are available only for Genesys Engage on-premises users.
+* Some Agent Workspace features are available only for Genesys Engage on-premises users.
 * 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.
 |1}}
@@ Line 24: / Line 24: @@
 |structuredtext=You are not restricted to private {{Link-SomewhereInThisManual|topic=ADTwitter|anchor=TwitterDirectMessage|display text=Twitter Direct Messages}}. You can also engage with customers by responding to {{Link-SomewhereInThisManual|topic=ADTwitter|anchor=TwitterPublic|display text=public Tweets and replies}} from your organization's Twitter page.
-You can monitor your business Twitter presence and identify and respond to online comments by using Genesys Social Engagement. Twitter Direct Messages and Tweets and replies on your organization's Twitter page are monitored and automatically routed to agents across your organization who are using Workspace Agent Desktop. Routing ensures that the right person handles the contact's message, whether it is an inquiry about a new business opportunity or a negative comment that should be handled immediately.
+You can monitor your business Twitter presence and identify and respond to online comments by using Genesys Social Engagement. Twitter Direct Messages and Tweets and replies on your organization's Twitter page are monitored and automatically routed to agents across your organization who are using Agent Workspace. Routing ensures that the right person handles the contact's message, whether it is an inquiry about a new business opportunity or a negative comment that should be handled immediately.
-Handling contacts using Workspace Agent Desktop's Twitter channel improves Customer Experience by providing consistent CX across all channels. Genesys Social Engagement identifies the contact and matches them against customers already in the contact database. When a Direct Message, Tweet, or reply is directed to you, you have access to all previous interactions with the contact.
+Handling contacts using Agent Workspace's Twitter channel improves Customer Experience by providing consistent CX across all channels. Genesys Social Engagement identifies the contact and matches them against customers already in the contact database. When a Direct Message, Tweet, or reply is directed to you, you have access to all previous interactions with the contact.
 |Status=No
 }}{{Section

@@ Line 31: / Line 31: @@
 |sectionHeading=Twitter Direct Message
 |anchor=TwitterDirectMessage
-|alignment=Vertical
+|alignment=Horizontal
 |structuredtext=Customers of your organization who are followers of your organization's Twitter page can send Twitter Direct Messages to your organization's Twitter handle (for example, '''@Genesys'''). Instead of having to use Twitter Direct Message yourself to reply, the message is directed to you as a new {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} interaction. You handle a Twitter Direct Message interaction the same way you would handle an {{Link-SomewhereInThisManual|topic=ADChat|anchor=AsyncChat|display text=asynchronous Chat}}. Click '''Accept''' on the Interaction Notification and a new Chat interaction opens in Workspace.
+|structuredtextwide=Read the messages from your contact in the Transcript area. Type your messages in the Write a message field.
 The '''Contact''' tab contains information about the contact including the Twitter actor name and ID. You can update the contact information and view the history of interactions with the contact.
 If you have had previous chat/Twitter Direct Message interactions with the contact, the full transcript is in the {{Link-SomewhereInThisManual|topic=ADTwitter|anchor=ConversationTab|display text=Conversation tab}}.
 {{AnchorDiv|ConversationTab}}

@@ Line 15: / Line 15: @@
 To receive Twitter Direct Messages and Twitter Public  {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=chat}} interactions, set your {{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=status}} on the Chat channel to '''Ready'''.
 |Status=No
 }}{{Section
@@ Line 55: / Line 57: @@
 *Click '''Attach''' ([[File:GAPI_900_Conversation_Tab_Attach_Button.png|Attach image button.|alt=The Attach button for images.|link=]]) to attach an image.
 *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.
 {{NoteFormat|If either you or the contact end the session, you can keep the '''Chat''' interaction view open while you perform other actions or business processes. Check with your supervisor about whether to mark the interaction as Done or keep the interaction view open while you perform other duties.
@@ Line 84: / Line 82: @@
 *Select a contact in the '''Assigned Contacts''' area to access the conversations that contact has had with your organization. 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.
 *The conversation transcript area displays all the chat interactions that the selected contact has had with your organization.
 *The Contact information, channels, and notifications area contains the following views that you can use to start interactions and send notifications:
@@ Line 99: / Line 95: @@
 *Click '''Attach''' ([[File:GAPI_900_Conversation_Tab_Attach_Button.png|Attach image button.|alt=The Attach button for images.|link=]]) to attach an image.
 *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.
 *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.
 For information about using the {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTab|display text=Communication tab}}, refer to {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}}.
@@ Line 122: / Line 115: @@
 If you have had previous chat/Twitter Public interactions with the contact, the full transcript is in the '''Conversation''' tab and in the {{Link-SomewhereInThisManual|topic=ADTwitter|anchor=CommunicationTab|display text=Communication tab}}.
-In the '''Communication''' tab, select a contact and then click '''SOCIAL MEDIA''' to access all the public Twitter interactions your organization has had with the contact. Because social media is non-linear, you can scroll through the transcript and like and respond to any of the Tweets and replies. Think of each Tweet and reply sequence as a separate conversation.
+In the '''Communication''' tab, select a contact  access all the public Twitter interactions your organization has had with the contact. Because social media is non-linear, you can scroll through the transcript and like and respond to any of the Tweets and replies. Think of each Tweet and reply sequence as a separate conversation.
 [[File:GAPI_900_Twitter_Communication_Tab.png|Communication tab with two Twitter conversations.|alt=The Communication tab with two Twitter conversations with the same contact.|500px]]
@@ Line 131: / Line 124: @@
 *Click '''Attach''' ([[File:GAPI_900_Conversation_Tab_Attach_Button.png|Attach image button.|alt=The Attach button for images.|link=]]) to attach an image.
 *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.
 *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.
 <!--*[[File:GAPI_900_Async_to_Chat_Interaction_Button.png|22px|link=]]: Click to launch the Chat Interaction window and 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.-->
-As you type your reply in the '''Reply''' field, the small gray circle on the right begins to turn dark blue. This circle is a progress indicator to let you know how close you are to the maximum number of allowable characters. As you get close to the maximum, a character countdown is displayed and the circle turns yellow. If you exceed the limit, the circle turns red and you will not be able to send your reply until you adjust the wording to make it shorter.
+As you type your reply in the '''Reply''' field, the small gray circle on the right begins to turn dark. This circle is a progress indicator to let you know how close you are to the maximum number of allowable characters. As you get close to the maximum, a character countdown is displayed and the circle turns yellow. If you exceed the limit, the circle turns red and you will not be able to send your reply until you adjust the wording to make it shorter.
 [[File:GAPI_900_Tweet_Reply_Character_Counter.png|Reply timer.|alt=Twitter interaction reply timer.|300px]]

@@ Line 83: / Line 83: @@
 The '''Communication''' tab has three areas, the '''Assigned Contacts''' area, the conversation transcript area, and the Contact information, channels, and notifications area.
-*Select a contact in the '''Assigned Contacts''' area to access the conversations that contact has had with your organization.
+*Select a contact in the '''Assigned Contacts''' area to access the conversations that contact has had with your organization. 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.
 **Choose '''CHAT''' to access Web Chat, SMS, Facebook Messenger, and Twitter Direct Messages transcripts.
 **Choose '''SOCIAL MEDIA''' to access public Facebook messages and Twitter Tweets that involve your organization.