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

WikiSysop at 15:32, August 30, 2022

2022-08-30T15:32:17Z

WikiSysop at 19:18, July 28, 2022

2022-07-28T19:18:21Z

WikiSysop at 18:48, July 28, 2022

2022-07-28T18:48:57Z

Matthew.west@genesys.com: Published

2021-12-01T15:34:41Z

Published

Matthew.west@genesys.com: Published

2021-10-14T16:29:10Z

Published

Matthew.west@genesys.com: Published

2021-06-14T19:20:51Z

Published

Matthew.west@genesys.com: Published

2021-05-12T15:23:01Z

Published

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

2020-07-25T02:31:37Z

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

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

2020-07-15T11:45:05Z

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

Jerickso: Published

2020-06-08T19:16:53Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Workitems
|TocName=Workitems
|Context=Workitems, called Open Media by Genesys Digital channels, are documents that might be directed to you for handling. They include many media types, such as faxes or PDFs, that you might have to view while you are handling interactions of another type, such as email.

The Workitem interaction window enables you to view all of the information necessary to handle a workitem.
|ComingSoon=No
|Platform=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=How do I handle a workitem?
|anchor=WorkitemHandle
|alignment=Horizontal
|Media=Video
|image=315553628
|structuredtext=Typical actions you can take with a workitem are:

*[[File:GAPI_900_Workitem_Transfer_Icon.png|link=]] to transfer the workitem to another agent.

*View the associated case data.
*Add a note or disposition code.
*Mark it as done.
*Move it to your in-progress {{Link-SomewhereInThisManual|topic=ADMyWorkbins|anchor=top|display text=workbin}} to work on later.
*Sometimes Workspace is unable to assign a call to a contact or it assigns the call to the wrong contact. Your account might be set up to let you {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=AssignContact|display text=assign}} or {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=ChangeContact|display text=change}} a contact in the '''Contact''' tab.

Watch the video to see what happens when a workitem arrives at a workstation.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=How can I get help with a workitem?
|anchor=WorkitemHelp
|alignment=Horizontal
|Media=Image
|image=GAPI_900_Workitem_Actions.png
|structuredtext=*Check the associated case data for information that might help you.
*{{Link-SomewhereInThisManual|topic=ADTeamCommunicator|anchor=top|display text=Call the contact}}, if your site has this feature and their number is available in your contacts list.
*[[File:GAPI_900_Consultation_Icon.png|link=]] to start a {{Link-SomewhereInThisManual|topic=ADintinter|anchor=consult|display text=consultation}} with a team member. 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 to transfer the call.

If you are transferring the workitem to someone else, you can add your own notes or instructions for that person to review.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Transferring a Workitem
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=What next?
|anchor=Whatnext
|alignment=Vertical
|Media=
|image=
|structuredtext=*{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}}
*{{Link-SomewhereInThisManual|topic=ADNav|anchor=tcbar|display text=Team Communicator}}
*{{Link-SomewhereInThisManual|topic=ADintinter|anchor=top|display text=Internal interactions}}
*{{Link-SomewhereInThisManual|topic=ADhist|anchor=top|display text=See your workitem in My History}}
*{{Link-SomewhereInThisManual|topic=ADMyWorkbins|anchor=top|display text=Open a workitem from a workbin}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Top 5 topics
|anchor=Top5topics
|alignment=Vertical
|Media=
|image=
|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=ADVoice|anchor=top|display text=Calls}}
#{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}}
#{{Link-SomewhereInThisManual|topic=ADhist|anchor=top|display text=Contact and interaction history}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 21: / Line 21: @@
 {{NoteFormat|In some environments, agent status is set to '''Ready''' when the agent logs in. This means that workitem interactions are directed to these agents upon login.|2}}
-|structuredtextwide=When you receive a workitem it is either answered automatically, or a pop-up notification is displayed on your desktop to enable you to accept the workitem. When you accept a workitem, the Workitem 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 document. There might also be tabs on the right side of the view that contain contact information, history, and other features.
+|structuredtextwide=When you receive a workitem it is either answered automatically, or a pop-up notification is displayed on your desktop to enable you to accept the workitem. When you accept a workitem, the Workitem 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 document. There might also be tabs on the right side of the view that contain contact information, history, and other features.
 The typical actions you can take with a workitem are:
@@ Line 72: / Line 72: @@
 |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 14: / Line 14: @@
 |Media=Video
 |image=315553628
-|structuredtext=A workitem interaction is the Workspace Agent Desktop interface that lets you handle a workitem document.
+|structuredtext=A workitem interaction is the Agent Workspace interface that lets you handle a workitem document.
 To start receiving workitem interactions, set your status on the Workitem channel to '''Ready'''.

@@ Line 21: / Line 21: @@
 {{NoteFormat|In some environments, agent status is set to '''Ready''' when the agent logs in. This means that workitem interactions are directed to these agents upon login.|2}}
-|structuredtextwide=When you receive a workitem it is either answered automatically, or a pop-up notification is displayed on your desktop to enable you to accept the workitem. When you accept a workitem, the Workitem 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 document. There might also be tabs on the right side of the view that contain contact information, history, and other features.
+|structuredtextwide=When you receive a workitem it is either answered automatically, or a pop-up notification is displayed on your desktop to enable you to accept the workitem. When you accept a workitem, the Workitem 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 document. There might also be tabs on the right side of the view that contain contact information, history, and other features.
 The typical actions you can take with a workitem are:
@@ Line 27: / Line 27: @@
 *Click '''Transfer''' ([[File:GAPI_900_Workitem_Transfer_Icon.png|Transfer button.|alt=The Transfer button.|link=]]) to transfer the workitem to another agent.
 *Review the associated case data.
-*Add a note or disposition code.
+*Add a {{Link-SomewhereInThisVersion|manual=Agent|topic=ADQuickStart|anchor=note|display text=Note}}.
 *Mark it as done.
 *Move it to your in-progress {{Link-SomewhereInThisManual|topic=ADMyWorkbins|anchor=top|display text=workbin}} to work on later.

@@ Line 14: / Line 14: @@
 |Media=Video
 |image=315553628
-|structuredtext=The typical actions you can take with a workitem are:
+|structuredtext=A workitem interaction is the Workspace Agent Desktop interface that lets you handle a workitem document.
 *Click '''Transfer''' ([[File:GAPI_900_Workitem_Transfer_Icon.png|Transfer button.|alt=The Transfer button.|link=]]) to transfer the workitem to another agent.
 *Review the associated case data.
 *Add a note or disposition code.

@@ Line 8: / Line 8: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |sectionHeading=How do I handle a workitem?

@@ Line 3: / Line 3: @@
 |DisplayName=Workitems
 |TocName=Workitems
-|Context=Workitems, called Open Media by Genesys Digital channels, are documents that might be directed to you for handling. They include many media types, such as faxes or PDFs, that you might have to view while you are handling interactions of another type, such as email.
+|Context=Workitems, called Open Media by Genesys Digital channels, are documents that might be directed to you for handling. They include many media types, such as faxes or PDFs, that you might have to access while you are handling interactions of another type, such as email.
-The Workitem interaction window enables you to view all of the information necessary to handle a workitem.
+The Workitem interaction window enables you to access all of the information necessary to handle a workitem.
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |sectionHeading=How do I handle a workitem?
@@ Line 15: / Line 14: @@
 |Media=Video
 |image=315553628
-|structuredtext=Typical actions you can take with a workitem are:
+|structuredtext=The typical actions you can take with a workitem are:
-*[[File:GAPI_900_Workitem_Transfer_Icon.png|link=]] to transfer the workitem to another agent.
+*Click '''Transfer''' ([[File:GAPI_900_Workitem_Transfer_Icon.png|Transfer button.|alt=The Transfer button.|link=]]) to transfer the workitem to another agent.
 <!--* [[File:GAPI_900_Workitem_SaveToWorkbin_Icon.png|link=]] to save it in your {{Link-SomewhereInThisManual|topic=ADMyWorkbins|anchor=top|display text=workbin}}.-->
-*View the associated case data.
+*Review the associated case data.
 *Add a note or disposition code.
 *Mark it as done.
 *Move it to your in-progress {{Link-SomewhereInThisManual|topic=ADMyWorkbins|anchor=top|display text=workbin}} to work on later.
 Watch the video to see what happens when a workitem arrives at a workstation.
 |Status=No
 }}{{Section
@@ Line 35: / Line 31: @@
 |Media=Image
 |image=GAPI_900_Workitem_Actions.png
-|structuredtext=*Check the associated case data for information that might help you.
+|structuredtext=To get more information or get help with a workitem, try one of the following actions:
-If you are transferring the workitem to someone else, you can add your own notes or instructions for that person to review.
+*Check the associated case data for information that might help you.
-|structuredtextwide=
+*{{Link-SomewhereInThisManual|topic=ADTeamCommunicator|anchor=top|display text=Call the contact}}, if your organization has this feature and the contact's number is available in your contacts list.
-|FAQHeading=
+*Click '''Consult''' ([[File:GAPI_900_Consultation_Icon.png|Consult button.|alt=The Consult button.|link=]]) to start a {{Link-SomewhereInThisManual|topic=ADintinter|anchor=consult|display text=consultation}} with a team member. 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''' to transfer the call.
 |Status=No
 }}{{Section
 |sectionHeading=Transferring a Workitem
 |alignment=Vertical
-|structuredtext=
+|structuredtext=To transfer a workitem that you have accepted, click '''Transfer''' ([[File:GAPI_900_Workitem_Transfer_Icon.png|Transfer button.|alt=The Transfer button.|link=]]). Team Communicator is displayed. Choose a transfer target. The target must be set up to receive interactions of the type of the workitem. Select '''<workitem type> Transfer'''.
 If the target accepts the interaction, the interaction window on your desktop closes.
 If the target rejects the interaction, the interaction window reopens on your desktop and displays an error that informs you that the target has rejected the interaction.
 |Status=No
 }}{{Section
@@ Line 62: / Line 52: @@
 |anchor=Whatnext
 |alignment=Vertical
 |structuredtext=*{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}}
 *{{Link-SomewhereInThisManual|topic=ADNav|anchor=tcbar|display text=Team Communicator}}
@@ Line 69: / Line 57: @@
 *{{Link-SomewhereInThisManual|topic=ADhist|anchor=top|display text=See your workitem in My History}}
 *{{Link-SomewhereInThisManual|topic=ADMyWorkbins|anchor=top|display text=Open a workitem from a workbin}}
 |Status=No
 }}{{Section
@@ Line 76: / Line 62: @@
 |anchor=Top5topics
 |alignment=Vertical
 |structuredtext=#{{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=Getting Started}}
 #{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Desktop}}
@@ Line 83: / Line 67: @@
 #{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}}
 #{{Link-SomewhereInThisManual|topic=ADhist|anchor=top|display text=Contact and interaction history}}
 |Status=No
 }}
 }}

@@ Line 7: / Line 7: @@
 The Workitem interaction window enables you to view all of the information necessary to handle a workitem.
 |ComingSoon=No
-|Platform=PureEngage
+|Platform=GenesysEngage-onpremises
 |Prereq=
 |Section={{Section

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

WikiSysop at 15:32, August 30, 2022

WikiSysop at 19:18, 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

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"

Jerickso: Published

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

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