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

WikiSysop at 15:32, August 30, 2022

2022-08-30T15:32:20Z

WikiSysop at 19:18, July 28, 2022

2022-07-28T19:18:24Z

Matthew.west@genesys.com: Published

2021-06-15T17:41:40Z

Published

Matthew.west@genesys.com: Published

2021-05-18T18:30:29Z

Published

Matthew.west@genesys.com: Published

2021-05-10T19:51:18Z

Published

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

2020-07-25T02:32:50Z

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

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

2020-07-15T11:44:59Z

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

Jerickso: Published

2020-06-08T19:15:15Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Channels and the Channels tab
|TocName=Channels and the Channels tab
|Context=Channels are the different methods that you use to communicate with customers and team members in your contact center. Channels include the voice channel and Digital channels such as chat and email. Use the Channels tab to set your status on your assigned channels.
|ComingSoon=No
|Platform=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|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 see in the product when you use it.|1}}

Each channel lets you communicate with your contacts in different ways. You can make and receive phone {{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=calls}} (known as the Voice channel). You can also receive and reply to {{Link-SomewhereInThisManual|topic=ADemail|anchor=top|display text=emails}}, and interactive live {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=chats}}, {{Link-SomewhereInThisManual|topic=ADFacebook|anchor=top|display text=Facebook}} messages, Tweets on {{Link-SomewhereInThisManual|topic=ADTwitter|anchor=top|display text=Twitter}}, and {{Link-SomewhereInThisManual|topic=ADWorkitems|anchor=top|display text=Workitems}} such as faxes and PDFs. You can also use a {{Link-SomewhereInThisManual|topic=ADcobrow|anchor=top|display text=co-browse}} session to navigate your company website with a contact.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=What can I do in the My Channels tab?
|anchor=Channels_Tab
|alignment=Horizontal
|Media=Image
|image=GAPI_900_My_Channels_Tab.png
|structuredtext=Use the '''My Channels''' tab to:

*Change your status on a channel
*Log off from a channel
*Turn on/off your Do Not Disturb status (applies to all channels)
*Forward calls that are directed to your extension to another extension
{{AnchorDiv|see_all_channels}}
===Why can't I see all the channels?===
Depending on your assignment, you might have all, some, or just one of the channels available to you.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=What happens to my status when I mark an interaction as Done?
|anchor=done
|alignment=Vertical
|Media=
|image=
|structuredtext=The answer depends on your account setup.

You might have to mark an interaction as '''Done''' [[File:GAPI_Mark_Done_Button_900.png]] before you can close the interaction view.

When you click '''Mark Done''', your status might automatically change from '''After Call Work''' to '''Ready''', '''Not Ready''', or some other value, or you might have to manually set your status to '''Ready''', or some other value, after you complete your after call work.

You might be allotted a certain amount of time after each call to perform After Call Work (ACW). If so, your status for the voice channel will be '''After call work''' until the time interval has passed, then it might change to '''Ready''' or '''Not Ready'''. You might also be able to extend your after call work time indefinitely, if a call requires more than the usual amount of after call work.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=What next?
|anchor=Whatnext
|alignment=Vertical
|Media=
|image=
|structuredtext=*{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}}
*{{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}}
*{{Link-SomewhereInThisManual|topic=ADemail|anchor=top|display text=Email}}
*{{Link-SomewhereInThisManual|topic=ADcustinter|anchor=top|display text=Customer interactions}}
*{{Link-SomewhereInThisManual|topic=ADintinter|anchor=top|display text=Internal interactions}}
|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 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |alignment=Vertical

@@ Line 8: / Line 8: @@
 |Section={{Section
 |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.|1}}
+|structuredtext={{NoteFormat|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.|1}}
 Each channel lets you communicate with your contacts in different ways. You can make and receive phone {{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=calls}} (known as the Voice channel). You can also receive and reply to {{Link-SomewhereInThisManual|topic=ADemail|anchor=top|display text=emails}}, and interactive live {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=chats}}, {{Link-SomewhereInThisManual|topic=ADFacebook|anchor=top|display text=Facebook}} messages, Tweets on {{Link-SomewhereInThisManual|topic=ADTwitter|anchor=top|display text=Twitter}}, {{Link-SomewhereInThisVersion|manual=Agent|topic=ADWhatsApp|display text=WhatsApp}} messages, {{Link-SomewhereInThisVersion|manual=Agent|topic=ADSMS|display text=SMS}}, and {{Link-SomewhereInThisManual|topic=ADWorkitems|anchor=top|display text=Workitems}} such as faxes and PDFs.<!-- Use [[intinter|Instant Messaging]] to exchange text messages with your coworkers.--> You can also use a {{Link-SomewhereInThisManual|topic=ADcobrow|anchor=top|display text=co-browse}} session to navigate your company website with a contact.
@@ Line 56: / Line 56: @@
 |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.|1}}
-Each channel lets you communicate with your contacts in different ways. You can make and receive phone {{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=calls}} (known as the Voice channel). You can also receive and reply to {{Link-SomewhereInThisManual|topic=ADemail|anchor=top|display text=emails}}, and interactive live {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=chats}}, {{Link-SomewhereInThisManual|topic=ADFacebook|anchor=top|display text=Facebook}} messages, Tweets on {{Link-SomewhereInThisManual|topic=ADTwitter|anchor=top|display text=Twitter}}, and {{Link-SomewhereInThisManual|topic=ADWorkitems|anchor=top|display text=Workitems}} such as faxes and PDFs.<!-- Use [[intinter|Instant Messaging]] to exchange text messages with your coworkers.--> You can also use a {{Link-SomewhereInThisManual|topic=ADcobrow|anchor=top|display text=co-browse}} session to navigate your company website with a contact.
+Each channel lets you communicate with your contacts in different ways. You can make and receive phone {{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=calls}} (known as the Voice channel). You can also receive and reply to {{Link-SomewhereInThisManual|topic=ADemail|anchor=top|display text=emails}}, and interactive live {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=chats}}, {{Link-SomewhereInThisManual|topic=ADFacebook|anchor=top|display text=Facebook}} messages, Tweets on {{Link-SomewhereInThisManual|topic=ADTwitter|anchor=top|display text=Twitter}}, {{Link-SomewhereInThisVersion|manual=Agent|topic=ADWhatsApp|display text=WhatsApp}} messages, {{Link-SomewhereInThisVersion|manual=Agent|topic=ADSMS|display text=SMS}}, and {{Link-SomewhereInThisManual|topic=ADWorkitems|anchor=top|display text=Workitems}} such as faxes and PDFs.<!-- Use [[intinter|Instant Messaging]] to exchange text messages with your coworkers.--> You can also use a {{Link-SomewhereInThisManual|topic=ADcobrow|anchor=top|display text=co-browse}} session to navigate your company website with a contact.
 |Status=No
 }}{{Section

@@ Line 18: / Line 18: @@
 |Media=Image
 |image=GAPI_900_My_Channels_Tab.png
-|AltText=A screenshot of the My Channels tab in the Connect Group. Different channels display different statuses.
+|AltText=The My Channels tab in the Connect Group. Different channels display different statuses.
 |structuredtext=Use the '''My Channels''' tab to:

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |alignment=Vertical
-|Media=
+|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.|1}}
 Each channel lets you communicate with your contacts in different ways. You can make and receive phone {{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=calls}} (known as the Voice channel). You can also receive and reply to {{Link-SomewhereInThisManual|topic=ADemail|anchor=top|display text=emails}}, and interactive live {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=chats}}, {{Link-SomewhereInThisManual|topic=ADFacebook|anchor=top|display text=Facebook}} messages, Tweets on {{Link-SomewhereInThisManual|topic=ADTwitter|anchor=top|display text=Twitter}}, and {{Link-SomewhereInThisManual|topic=ADWorkitems|anchor=top|display text=Workitems}} such as faxes and PDFs.<!-- Use [[intinter|Instant Messaging]] to exchange text messages with your coworkers.--> You can also use a {{Link-SomewhereInThisManual|topic=ADcobrow|anchor=top|display text=co-browse}} session to navigate your company website with a contact.
 |Status=No
 }}{{Section
@@ Line 25: / Line 18: @@
 |Media=Image
 |image=GAPI_900_My_Channels_Tab.png
 |structuredtext=Use the '''My Channels''' tab to:
@@ Line 32: / Line 26: @@
 *Forward calls that are directed to your extension to another extension
 {{AnchorDiv|see_all_channels}}
-===Why can't I see all the channels?===
+===Why aren't all my channels displayed?===
 Depending on your assignment, you might have all, some, or just one of the channels available to you.
 |Status=No
 }}{{Section
@@ Line 41: / Line 33: @@
 |anchor=done
 |alignment=Vertical
 |structuredtext=The answer depends on your account setup.
-You might have to mark an interaction as '''Done''' [[File:GAPI_Mark_Done_Button_900.png]] before you can close the interaction view.
+You might have to mark an interaction as '''Done''' ([[File:GAPI_Mark_Done_Button_900.png|Done button.|alt=The Done button.|link=]]) before you can close the interaction view.
 When you click '''Mark Done''', your status might automatically change from '''After Call Work''' to '''Ready''', '''Not Ready''', or some other value, or you might have to manually set your status to '''Ready''', or some other value, after you complete your after call work.
 You might be allotted a certain amount of time after each call to perform After Call Work (ACW). If so, your status for the voice channel will be '''After call work''' until the time interval has passed, then it might change to '''Ready''' or '''Not Ready'''. You might also be able to extend your after call work time indefinitely, if a call requires more than the usual amount of after call work.
 |Status=No
 }}{{Section
@@ Line 57: / Line 45: @@
 |anchor=Whatnext
 |alignment=Vertical
 |structuredtext=*{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}}
 *{{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}}
@@ Line 64: / Line 50: @@
 *{{Link-SomewhereInThisManual|topic=ADcustinter|anchor=top|display text=Customer interactions}}
 *{{Link-SomewhereInThisManual|topic=ADintinter|anchor=top|display text=Internal interactions}}
 |Status=No
 }}{{Section
@@ Line 71: / Line 55: @@
 |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 78: / Line 60: @@
 #{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}}
 #{{Link-SomewhereInThisManual|topic=ADhist|anchor=top|display text=Contact and interaction history}}
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=Channels are the different methods that you use to communicate with customers and team members in your contact center. Channels include the voice channel and Digital channels such as chat and email. Use the Channels tab to set your status on your assigned channels.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Prereq=
 |Section={{Section

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

WikiSysop at 15:32, August 30, 2022

WikiSysop at 19:18, July 28, 2022

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"