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

WikiSysop at 15:32, August 30, 2022

2022-08-30T15:32:14Z

WikiSysop at 19:18, July 28, 2022

2022-07-28T19:18:16Z

WikiSysop at 18:48, July 28, 2022

2022-07-28T18:48:52Z

WikiSysop at 15:16, July 6, 2022

2022-07-06T15:16:42Z

Mwest: Published

2022-03-23T14:51:29Z

Published

Mwest: Published

2022-02-17T15:33:45Z

Published

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

2021-11-09T21:19:43Z

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"

2021-11-09T21:06:43Z

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"

2021-11-09T20:31:49Z

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

Matthew.west@genesys.com: Published

2021-09-02T15:24:17Z

Published

@@ 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, screen shots 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, screen shots 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.
 * Some Agent Workspace features are available only for Genesys Engage on-premises users.
@@ Line 30: / Line 30: @@
 A voice interaction is the Agent Workspace interface that lets you handle a voice call.
-To start receiving calls, set your status on the Voice channel to '''Ready'''.{{NoteFormat|In some environments, agent status is set to '''Ready''' when the agent logs in. This means that calls are directed to these agents upon login.|2}}When you receive a call it is either answered automatically, or a pop-up notification is displayed on your desktop to enable you to accept the call. When you accept a call, the voice interaction view opens on your Agent Desktop. It includes all the call controls, information about the call (Case Information), and Disposition and Note tabs where you can add information about the call. There might also be tabs on the right side of the view that contain contact information, history, and other features.
+To start receiving calls, set your status on the Voice channel to '''Ready'''.{{NoteFormat|In some environments, agent status is set to '''Ready''' when the agent logs in. This means that calls are directed to these agents upon login.|2}}When you receive a call it is either answered automatically, or a pop-up notification is displayed on your desktop to enable you to accept the call. When you accept a call, the voice interaction view opens on your Agent Workspace. It includes all the call controls, information about the call (Case Information), and Disposition and Note tabs where you can add information about the call. There might also be tabs on the right side of the view that contain contact information, history, and other features.
 Use the '''Contact''' tab to review the {{Link-SomewhereInThisManual|topic=ADcontacts|display text=contact information}}, such as name, phone number, and email address.
@@ Line 54: / Line 54: @@
 In some contact centers, inbound calls are anonymous. In this case, there is no information to identify the contact in the interaction view or in the '''Contact''' tab.
-If an anonymous caller provides you with Personally Identifiable Information (PII) and it is your corporate policy to add the PII to the '''Contact''' tab, then the caller is no longer anonymous and Agent Desktop searches for the contact in the contact database. To assign the interaction to the contact, enter the PII into the contact search field, select the contact from the search results, then click '''Assign'''.
+If an anonymous caller provides you with Personally Identifiable Information (PII) and it is your corporate policy to add the PII to the '''Contact''' tab, then the caller is no longer anonymous and Agent Workspace searches for the contact in the contact database. To assign the interaction to the contact, enter the PII into the contact search field, select the contact from the search results, then click '''Assign'''.
 If no matching contact is found, click '''Add Contact''' ([[File:GAPI_900_AddContactButton.png|Add Contact button.|alt=The Add Contact button.|link=]]) to create a new contact. Add the contact information and click '''Save'''.
@@ Line 175: / Line 175: @@
 |anchor=record
 |alignment=Vertical
-|structuredtext=The Call Recording functionality enables you to record the current voice interaction with a contact or an internal target. Agent Desktop supports two different types of call recording: '''emergency recording''' and '''controlled call recording'''. Your system administrator sets up the type of call recording support in your environment.
+|structuredtext=The Call Recording functionality enables you to record the current voice interaction with a contact or an internal target. Agent Workspace supports two different types of call recording: '''emergency recording''' and '''controlled call recording'''. Your system administrator sets up the type of call recording support in your environment.
 If your account is set up for emergency recording, you can start and stop recording by using a single toggle button.
@@ Line 241: / Line 241: @@
 |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 10: / Line 10: @@
 |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 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.
-* 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.
 |1}}{{NoteFormat|If you are having trouble hearing audio through your headset, refer to the {{Link-SomewhereInThisVersion|manual=Agent|topic=AD|anchor=FAQ|display text=FAQ}} for possible solutions.
 |2}}The Voice Interaction Window enables you to handle a voice interaction with an internal target. You can communicate with other agents or internal targets from two places:
@@ Line 28: / Line 28: @@
 |AltText=An annotated screenshot of the Voice interaction view. Click the link below for the accessibility description.
 |structuredtext====What is a voice interaction?===
-A voice interaction is the Workspace Agent Desktop interface that lets you handle a voice call.
+A voice interaction is the Agent Workspace interface that lets you handle a voice call.
 To start receiving calls, set your status on the Voice channel to '''Ready'''.{{NoteFormat|In some environments, agent status is set to '''Ready''' when the agent logs in. This means that calls are directed to these agents upon login.|2}}When you receive a call it is either answered automatically, or a pop-up notification is displayed on your desktop to enable you to accept the call. When you accept a call, the voice interaction view opens on your Agent Desktop. It includes all the call controls, information about the call (Case Information), and Disposition and Note tabs where you can add information about the call. There might also be tabs on the right side of the view that contain contact information, history, and other features.

@@ Line 40: / Line 40: @@
 *Transfer it after a {{Link-SomewhereInThisManual|topic=ADintinter|anchor=consult|display text=consultation call}}.  If you want to perform a warm transfer or a two-step transfer, click '''Consult''' to talk to the consultation target and then click '''Transfer''' ([[File:GAPI_Instant_Voice_Transfer_Icon_900.png|Intstant Transfer button.|alt=The Instant Transfer button.|link=]]) to transfer the call.
 *End the call ([[File:GAPI_End_Call_Button_900.png|End Call button.|alt=The End Call button.link=]])
+{{NoteFormat|Your organization might use {{Link-SomewhereInThisVersion|manual=Agent|topic=ADintinter|anchor=External|display text=Microsoft Teams or other third-party service}} to provide support. You might be able to transfer calls, consult with back office team members, or add a back office team member into your call using one of these services.|2}}
 ===How do I know when I have a call?===
 When you get a call, a pop-up notification is displayed on your desktop. You might also hear a ringing tone. The Interaction Notification view displays Case Data. Case Data can help you decide whether you '''Accept''' or '''Reject''' the call.
@@ Line 97: / Line 97: @@
 If you want to perform a warm transfer or a two-step transfer, click '''Consult''' ([[File:GAPI_Consultation_Icon_900.png|Consult button.|alt=The Consult button.|link=]]) to talk to the consultation target and then click '''Transfer''' to transfer the call.
 |Status=No
 }}{{Section

@@ Line 33: / Line 33: @@
 Use the '''Contact''' tab to review the {{Link-SomewhereInThisManual|topic=ADcontacts|display text=contact information}}, such as name, phone number, and email address.
+|structuredtextwide====What can I do with a voice interaction?===
 *Handle it myself
@@ Line 41: / Line 40: @@
 *Transfer it after a {{Link-SomewhereInThisManual|topic=ADintinter|anchor=consult|display text=consultation call}}.  If you want to perform a warm transfer or a two-step transfer, click '''Consult''' to talk to the consultation target and then click '''Transfer''' ([[File:GAPI_Instant_Voice_Transfer_Icon_900.png|Intstant Transfer button.|alt=The Instant Transfer button.|link=]]) to transfer the call.
 *End the call ([[File:GAPI_End_Call_Button_900.png|End Call button.|alt=The End Call button.link=]])
-|structuredtextwide====How do I know when I have a call?===
 When you get a call, a pop-up notification is displayed on your desktop. You might also hear a ringing tone. The Interaction Notification view displays Case Data. Case Data can help you decide whether you '''Accept''' or '''Reject''' the call.

@@ Line 11: / Line 11: @@
 * 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 you can access in the product when you use it.
 * Some Workspace Agent Desktop features are available only for Genesys Multicloud CX users.
-* Some Workspace Agent Desktop features are available only for Genesys Engage On-Premises users.
+* Some Workspace Agent Desktop features are available only for Gxxx Exxx on-premises users.
 |1}}The Voice Interaction Window enables you to handle a voice interaction with an internal target. You can communicate with other agents or internal targets from two places:

@@ Line 27: / Line 27: @@
 |AltText=An annotated screenshot of the Voice interaction view. Click the link below for the accessibility description.
 |structuredtext====What is a voice interaction?===
-A voice interaction is a view that opens on your Agent Desktop when you accept an inbound call. It includes all the call controls, information about the call (Case Information), and Disposition and Note tabs where you can add information about the call. There might also be tabs on the right side of the view that contain contact information, history, and other features.
+A voice interaction is the Workspace Agent Desktop interface that lets you handle a voice call.
 Use the '''Contact''' tab to review the {{Link-SomewhereInThisManual|topic=ADcontacts|display text=contact information}}, such as name, phone number, and email address.
@@ Line 64: / Line 66: @@
 [[File:GAPI_900_Voice_Collapse_Expand_Chevron.gif|324px|How to expand and collapse different parts of the voice interaction view.|alt=Expanding and collapsing parts of the voice interaction view. Click the link below for the accessibility description.]]
 |Status=No
 }}{{Section
@@ Line 137: / Line 138: @@
 |AltText=The Disposition field and the Disposition tree. Click the link below for the accessibility description.
 |structuredtext=When your call is finished you can perform the following actions:
 *Click '''End Call''' ([[File:GAPI_End_Call_Button_900.png|End Call button.|alt=The End Call button.|link=]]) to hang up.
 *Select a {{Link-SomewhereInThisVersion|manual=Agent|topic=ADQuickStart|anchor=dispcode|display text=disposition code}} if required