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

WikiSysop at 15:47, August 30, 2022

2022-08-30T15:47:34Z

WikiSysop at 19:18, July 28, 2022

2022-07-28T19:18:29Z

WikiSysop at 18:49, July 28, 2022

2022-07-28T18:49:00Z

Matthew.west@genesys.com: Published

2021-11-04T19:14:11Z

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2021-07-29T20:02:11Z

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2021-07-29T19:59:49Z

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2021-07-20T19:28:40Z

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@@ 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}}
 |Status=No
 }}{{Section
@@ Line 210: / Line 210: @@
 *{{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}}
 *{{Link-SomewhereInThisManual|topic=ADemail|anchor=top|display text=Email}}
-*{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Desktop}}
+*{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Workspace}}
 |Status=No
 }}{{Section
@@ Line 217: / Line 217: @@
 |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: @@
 |anchor=Manage
 |alignment=Vertical
-|structuredtext=Use Workspace Agent Desktop to:
+|structuredtext=Use Agent Workspace to:
 *Find contacts in your contact database.
@@ Line 131: / Line 131: @@
 #Select the contact in the results grid view.
 #Click '''Assign'''.
-|structuredtextwide=Sometimes, your account might be set up to enable you to choose which contact to assign the interaction to form a {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=AssignContact|display text=list of suggested contacts}} that Workspace Agent Desktop finds in the Contact database.
+|structuredtextwide=Sometimes, your account might be set up to enable you to choose which contact to assign the interaction to form a {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=AssignContact|display text=list of suggested contacts}} that Agent Workspace finds in the Contact database.
 {{Video|id=378908086|Description=Manual versus automatic contact assignment|width=572|height=392}}
@@ Line 141: / Line 141: @@
 |Media=Image
 |image=GAPI_900_Suggested_Contact_Assignment.gif
-|structuredtext=Sometimes more than one person might match the phone number of a call you are receiving, the email address of the email or chat you are handling, or the contact name of a chat or workitem. When this happens, Workspace Agent Desktop might not know which contact to assign the interaction to.
+|structuredtext=Sometimes more than one person might match the phone number of a call you are receiving, the email address of the email or chat you are handling, or the contact name of a chat or workitem. When this happens, Agent Workspace might not know which contact to assign the interaction to.
-Sometimes, by default, the first contact Workspace Agent Desktop finds in the Contact database is assigned automatically. If the wrong contact is assigned your account might be set up to enable you to {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=ChangeContact|display text=change the contact}} to the correct one.
+Sometimes, by default, the first contact Agent Workspace finds in the Contact database is assigned automatically. If the wrong contact is assigned your account might be set up to enable you to {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=ChangeContact|display text=change the contact}} to the correct one.
-Sometimes, your account might be set up to enable you to choose which contact to assign the interaction to from a list of suggested contacts that Workspace Agent Desktop finds in the Contact database.
+Sometimes, your account might be set up to enable you to choose which contact to assign the interaction to from a list of suggested contacts that Agent Workspace finds in the Contact database.
 When this happens, a list of suggested contacts is displayed in the '''Contact''' tab of the interaction. (Refer to the video. You can click the video to make it bigger).
@@ Line 158: / Line 158: @@
 ===What if I try to create a contact that already exists in the database?===
-Workspace Agent Desktop can be set up in different ways by your administrator when it comes to contact creation. Contacts might be created for you when an interaction is directed to you. If the contact already exists in your company's contact database, the interaction might automatically be assigned to that contact. Sometimes the Genesys system is unable to assign a contact for a new interaction. This can happen for several reasons:
+Agent Workspace can be set up in different ways by your administrator when it comes to contact creation. Contacts might be created for you when an interaction is directed to you. If the contact already exists in your company's contact database, the interaction might automatically be assigned to that contact. Sometimes the Genesys system is unable to assign a contact for a new interaction. This can happen for several reasons:
 *The contact did not provide adequate identifying information.
@@ Line 173: / Line 173: @@
 Enter as much contact information, such as first name, last name, phone number, email address, address, and so on as you can, then click '''Save'''.
-If Workspace Agent Desktop finds potential matching contacts in the contact database, the new contact will not be saved. Instead, the '''Potential Matching Contacts''' view is displayed.
+If Agent Workspace finds potential matching contacts in the contact database, the new contact will not be saved. Instead, the '''Potential Matching Contacts''' view is displayed.
 You have two choices:

@@ Line 32: / Line 32: @@
 |structuredtext=There are a few different ways that you can access your contacts:
-*Use the {{Link-SomewhereInThisManual|topic=ADNav|anchor=tcbar|display text=Team Communicator}} to quickly contact a team member, or a favorite or recent contact. This tool is accessed by clicking the [[File:GAPI_900_Team_Comm_Button.png|Team Communicator button.|The Team Communicator button.|link=]] button. Type a name or number, click Favorites or Recent, then click the contact to call them.
+*Use the {{Link-SomewhereInThisManual|topic=ADNav|anchor=tcbar|display text=Team Communicator}} to quickly contact a team member, or a favorite or recent contact. This tool is accessed by clicking the '''Team Communicator''' ([[File:GAPI_900_Team_Comm_Button.png|Team Communicator button.|The Team Communicator button.|link=]]) button. Type a name or number, click Favorites or Recent, then click the contact to call them.
 *Open the Contact Directory by selecting the '''Contact Directory''' tab in your workspace. It contains all available contacts, such as team members, customers, and any external contacts. Type the name, phone number, or email address of the contact. Click the phone icon to call the contact.
@@ Line 181: / Line 181: @@
 {{Video|id=437991157|Description=What if I try to create a contact that already exists in the database?|width=572|height=392}}
 |Status=No
 }}{{Section

@@ Line 180: / Line 180: @@
 #'''Existing Contacts''': The right side displays a list of one or more contacts that are already in the contact database that might match the contact that you are trying to create. Review the list of potential matches. If you find the contact in the list, click their entry to select it. Click '''Assign contact''' to assign the interaction to the existing contact.
-{{Video|id=437991157|width=572|height=392}}
+{{Video|id=437991157|Description=What if I try to create a contact that already exists in the database?|width=572|height=392}}
 |Status=No
 }}{{Section

@@ Line 107: / Line 107: @@
 You might try to add (create) a contact that already exists in the Contact database. Workspace might be set up to check for potential duplicate contacts and warn you that the contact you are adding might already exist.
-{{Video|id=429409323|width=572|height=392}}
+{{Video|id=429409323|Description=What if I try to add a contact that already exists in the database?|width=572|height=392}}
 If this feature is set up, the '''Potential Matching Contacts''' view is displayed to let you compare the information that you entered for the contact your are trying to add with the contacts in the Contact database that might be a match.

@@ Line 36: / Line 36: @@
 Watch the video for an overview of the Contact Directory.
-|structuredtextwide={{Video|id=277393908|width=572|height=392}}
+|structuredtextwide={{Video|id=277393908|Description=Overview of the Contact Directory|width=572|height=392}}
 |Status=No
 }}{{Section

@@ Line 66: / Line 66: @@
 Watch the video to learn how you can search the directory and customize the results.
-{{Video|id=447175527|width=572|height=392}}
+{{Video|id=447175527|Description=Finding a Contact in the Contact Directory|width=572|height=392}}
 |Status=No
 }}{{Section

@@ 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 see in the product when you use it.|1}}
+|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}}
 |Status=No
 }}{{Section
@@ Line 29: / Line 29: @@
 |Media=Image
 |image=GAPI_900_Contact_Dir_Team_Comm.png
 |structuredtext=There are a few different ways that you can access your contacts:
-*Use the {{Link-SomewhereInThisManual|topic=ADNav|anchor=tcbar|display text=Team Communicator}} to quickly contact a team member, or a favorite or recent contact. This tool is accessed by clicking the [[File:GAPI_900_Team_Comm_Button.png|link=]] button. Type a name or number, click Favorites or Recent, then click the contact to call them.
+*Use the {{Link-SomewhereInThisManual|topic=ADNav|anchor=tcbar|display text=Team Communicator}} to quickly contact a team member, or a favorite or recent contact. This tool is accessed by clicking the [[File:GAPI_900_Team_Comm_Button.png|Team Communicator button.|The Team Communicator button.|link=]] button. Type a name or number, click Favorites or Recent, then click the contact to call them.
-*Open the Contact Directory by selecting '''Contact Directory''' tab in your workspace. This contains all of your contacts, such as team members, customers, and any external contacts. Type the name, phone number, or email address of the contact. Click the phone icon to call the contact.
+*Open the Contact Directory by selecting the '''Contact Directory''' tab in your workspace. It contains all available contacts, such as team members, customers, and any external contacts. Type the name, phone number, or email address of the contact. Click the phone icon to call the contact.
-Watch the video to see an overview of the Contact Directory.
+Watch the video for an overview of the Contact Directory.
 |structuredtextwide={{Video|id=277393908|width=572|height=392}}
 |Status=No
@@ Line 43: / Line 44: @@
 |Media=Image
 |image=GAPI_900_gridview.png
-|structuredtext=The easiest way is to use the '''Quick Search''' option.
+|structuredtext=The easiest way to find a contact is to use the '''Quick Search''' option.
 Start typing a name, phone number, or email address into the '''Quick Search''' field and the matching results are returned in the '''Contact''' grid.
-|structuredtextwide=The Quick Search searches each field of the contact database for the phrase that you specify and displays a list of records where at least one record field contained the search phrase. Workspace performs a search that considers each field of the contact database (name, phone number, email address, or other criteria) as a ''phrase'' (as opposed to a ''tokenized'' list of words) and uses the search criteria that you provide as a ''phrase'', not as a list of words.
+|structuredtextwide=The Quick Search feature searches each field of the contact database for the phrase that you specify and displays a list of records where at least one record field contained the search phrase. Workspace performs a search that considers each field of the contact database (name, phone number, email address, or other criteria) as a ''phrase'' (as opposed to a ''tokenized'' list of words) and uses the search criteria that you provide as a ''phrase'', not as a list of words.
 Examples:
@@ Line 63: / Line 64: @@
 Click a column head in the Grid view to sort the list based on that criterion. Click a column head a second time to switch between  ascending and descending sort order.
-Watch the video to see how you can search the directory and customize the results.
+Watch the video to learn how you can search the directory and customize the results.
 {{Video|id=447175527|width=572|height=392}}
@@ Line 73: / Line 74: @@
 |Media=Image
 |image=GAPI_900_Contact_Dir_Selected_Contact.png
-|structuredtext=*{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Call}} the contact by clicking the phone icon.
+|structuredtext=You can take the following actions in the Contact Directory:
 *View and manage the profile '''Information''' of the selected contact.
 *View the '''History''' of interactions with the selected contact.
-*Use [[File:GAPI_900_AddContactButton.png|link=]] to {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=add|display text=add a new contact}}.
+*Click '''Create new contact''' ([[File:GAPI_900_AddContactButton.png|Create New Contact button.|alt=The Create New Contact button.|link=]]) to {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=add|display text=add a new contact}}.
-*Use [[File:GAPI_900_DeleteContactButton.png|link=]] to delete the selected contact.
+*Click '''Delete contact''' ([[File:GAPI_900_DeleteContactButton.png|Delete contact button.|alt=The Delete Contact button.|link=]]) to delete the selected contact.
-*Use '''More Actions''' [[File:GAPI_900_Action_Menu_Button.png|link=]] to perform other actions such as calling the contact (depends on your permissions).
+*Use '''Actions for this contact''' ([[File:GAPI_900_Action_Menu_Button.png|Actions for this contact button.|alt=The Actions for this contact button.|link=]]) to perform other actions such as calling the contact (depends on your permissions).
 |Status=No
 }}{{Section
@@ Line 86: / Line 90: @@
 |Media=Image
 |image=GAPI_900_NewContactNotSaved.png
 |structuredtext=If you are working with a contact who is not in the '''Contacts Directory''', you might be able to add them yourself.
-From the '''Contact Directory''', click [[File:GAPI_900_AddContactButton.png|link=]] to open the Contact '''Information''' tab.
+From the '''Contact Directory''', click '''Create new contact''' ([[File:GAPI_900_AddContactButton.png|Create new contact button.|alt=The Create new contact button.|link=]]) to open the Contact '''Information''' tab.
 Add contact information to the fields in the view. Unsaved changes are highlighted by a red triangle.
@@ Line 98: / Line 103: @@
 You can add multiple phone numbers and email addresses for a new (or existing) contact, and specify a phone number or email address as the ''primary'' contact number or address.
-You can clear one or more fields by clicking [[File:GAPI_900_Contact_Dir_Clear_Field_Button.png|link=]].
+You can clear one or more fields by clicking '''Remove this field''' ([[File:GAPI_900_Contact_Dir_Clear_Field_Button.png|Remove this field button.|alt=The Remove this field button.|link=]]).
 |structuredtextwide=====What if I try to add a contact that already exists in the database?====
 You might try to add (create) a contact that already exists in the Contact database. Workspace might be set up to check for potential duplicate contacts and warn you that the contact you are adding might already exist.
@@ Line 110: / Line 115: @@
 If the contact you are trying to add ''does not match'' any of the contacts in the database, click '''Continue save''' to add the new contact to the Contact database.
 [[File:GAPI 900 Potential Matching Contact View.png|alt=Contact Directory Potential Matching Contact dialog box|left|640x640px]]
 |Status=No
 }}{{Section
@@ Line 143: / Line 147: @@
 Sometimes, your account might be set up to enable you to choose which contact to assign the interaction to from a list of suggested contacts that Workspace Agent Desktop finds in the Contact database.
-When this happens, you will see a list of suggested contacts in the '''Contact''' tab of the interaction. (See the video. You can click the video to make it bigger).
+When this happens, a list of suggested contacts is displayed in the '''Contact''' tab of the interaction. (Refer to the video. You can click the video to make it bigger).
 |structuredtextwide=In this view you can do the following:
@@ Line 150: / Line 154: @@
 *Scroll through the list of suggested contacts.
 *Search for a contact in the Contact Directory that is not in the list by typing a name, phone number, or email address in the '''Search contact directory''' field and assign the interaction to him or her. Clear the '''Search contact directory''' field and press '''Return''' or click the '''Close''' button in the search field to return to the Suggested Contacts view.
-*Click '''Add contact''' [[File:GAPI_900_AddContactButton.png|link=]] to {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=add|display text=create a new contact}} and assign the interaction to him or her.
+*Click '''Create new contact''' [[File:GAPI_900_AddContactButton.png|link=]] to {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=add|display text=create a new contact}} and assign the interaction to him or her.
 *Click '''Cancel''' to close the list of suggested contacts. To assign a contact to the interaction, you must click '''Change Contact''' to reopen the list of suggested contacts.
@@ Line 162: / Line 166: @@
 Your account might be set up to let you {{Link-SomewhereInThisVersion|manual=Agent|topic=ADcontacts|anchor=add|display text=create}} or {{Link-SomewhereInThisVersion|manual=Agent|topic=ADcontacts|anchor=ChangeContact|display text=change contacts}} or edit the information of a contact assigned to an interaction that you are handling. Your account might also be set up to let you create a new contact in the Contact '''Information''' tab of an interaction.
-If your account is set up for this feature, when you try to create a contact for an interaction that you are handling and there is a potential match for one or more contacts already in the contact database, you will see an alert warning you that the contact might already exist.
+If your account is set up for this feature, when you try to create a contact for an interaction that you are handling and there is a potential match for one or more contacts already in the contact database,  an alert displays, warning you that the contact might already exist.
 ====How does this work?====