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

WikiSysop at 15:47, August 30, 2022

2022-08-30T15:47:37Z

WikiSysop at 19:18, July 28, 2022

2022-07-28T19:18:31Z

WikiSysop at 18:49, July 28, 2022

2022-07-28T18:49:02Z

Mwest: Published

2022-03-10T20:16:30Z

Published

Matthew.west@genesys.com: Published

2021-07-29T19:01:05Z

Published

Matthew.west@genesys.com: Published

2021-07-22T15:36:54Z

Published

Matthew.west@genesys.com: Published

2021-07-20T18:12:19Z

Published

Ed.jamer@genesys.com: Text replacement - "{{#widget:Vimeo" to "{{Video"

2021-06-10T12:00:18Z

Text replacement - "{{#widget:Vimeo" to "{{Video"

Mwest: Published

2020-09-17T18:19:55Z

Published

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

2020-07-25T02:33:57Z

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

@@ 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 102: / Line 102: @@
 |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=Contacts and interactions
 |TocName=Contacts and interactions
-|Context=A contact is a person that your company does business with. Your company has information about that person that you can manage and use to do your job. An interaction is a communication with the contact over one or more channels, such as {{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Voice}} or Digital, such as {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} or {{Link-SomewhereInThisManual|topic=ADemail|anchor=top|display text=Email}}, and the tools that help you address the contact's needs and the needs of your company. Workspace Agent Desktop provides tools that you can use to manage previous interactions with a contact (the {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=contact's interaction history}}, {{Link-SomewhereInThisManual|topic=ADhist|anchor=MyHistory|display text=your History}}, and your company's {{Link-SomewhereInThisManual|topic=ADhist|anchor=InteractionSearch|display text=interaction database}}).
+|Context=A contact is a person that your company does business with. Your company has information about that person that you can manage and use to do your job. An interaction is a communication with the contact over one or more channels, such as {{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Voice}} or Digital, such as {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} or {{Link-SomewhereInThisManual|topic=ADemail|anchor=top|display text=Email}}, and the tools that help you address the contact's needs and the needs of your company. Agent Workspace provides tools that you can use to manage previous interactions with a contact (the {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=contact's interaction history}}, {{Link-SomewhereInThisManual|topic=ADhist|anchor=MyHistory|display text=your History}}, and your company's {{Link-SomewhereInThisManual|topic=ADhist|anchor=InteractionSearch|display text=interaction database}}).
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
@@ Line 34: / Line 34: @@
 {{AnchorDiv|Search}}
 ===Finding Interactions===
-Workspace Agent Desktop provides three different tabs in the '''Connect''' group that you can use to find interactions in the Interaction Database:
+Agent Workspace provides three different tabs in the '''Connect''' group that you can use to find interactions in the Interaction Database:
 *'''My History''': Search for interactions that you have worked on.

@@ Line 60: / Line 60: @@
 |anchor=UniversalQueue
 |alignment=Vertical
-|structuredtext=(Engage Cloud Only.) In environments where Genesys Intelligent Workload Distribution is used, your account might be configured to enable you to open interactions that have already been completed (marked '''Done''') or are In Progress but are still in the Universal Queue. This capability might be restricted to certain media types, such as Workitems or Email.
+|structuredtext=In environments where Genesys Intelligent Workload Distribution is used, your account might be configured to enable you to open interactions that have already been completed (marked '''Done''') or are In Progress but are still in the Universal Queue. This capability might be restricted to certain media types, such as Workitems or Email.
 If this capability is enabled, you can open '''In Progress''' ('''In Universal Queue''') interactions and re-open '''Done''' ('''Completed''') interactions in the following views:

@@ Line 52: / Line 52: @@
 ===Contact History===
 ====Basic Contact history search====
-{{Video|id=301308224|width=572|height=392}}
+{{Video|id=301308224|Description=Basic Contact history search|width=572|height=392}}
 ====Advanced Contact history search====
 {{Video|id=301308046|width=572|height=392}}

@@ Line 86: / Line 86: @@
 [[File:GAPI_900_Workitem_Completed_Current_Interaction.png|Attaching a Completed workitem to an active interaction.|alt=A screenshot of a Workitem selected from the Contact History and inserted into the current Email interaction.|500px]]
-|Status=Yes
+|Status=No
 }}{{Section
 |sectionHeading=What next?

@@ 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 14: / Line 14: @@
 |anchor=SearchPreviousInteractions
 |alignment=Vertical
-|structuredtext=You can view customer interactions in the {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contact Directory}} and in the History tab of an active interaction.
+|structuredtext=You can access customer interactions in the {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contact Directory}} and in the '''History''' tab of an active interaction.
-You can view customer interactions in three ways:
+You can access customer interactions in three ways:
-*{{Link-SomewhereInThisManual|topic=ADhist|anchor=MyHistory|display text=My History}} lets you browse your interactions.
+*The {{Link-SomewhereInThisManual|topic=ADhist|anchor=MyHistory|display text=My History}} view lets you browse your interactions.
-*The {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contact Directory}} lets you browse all interactions with a customer or team member.
+*The {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contact Directory}} view lets you browse all interactions with a customer or team member.
-*{{Link-SomewhereInThisManual|topic=ADhist|anchor=InteractionSearch|display text=Interaction Search}} lets you browse the complete interaction database using either a Quick Search or an Advanced Search.
+*The {{Link-SomewhereInThisManual|topic=ADhist|anchor=InteractionSearch|display text=Interaction Search}} view lets you browse the complete interaction database using either a Quick Search or an Advanced Search.
 |Status=No
 }}{{Section
@@ Line 34: / Line 34: @@
 {{AnchorDiv|Search}}
 ===Finding Interactions===
-Agent Desktop provides three different tabs in the '''Connect''' group that you can use to find interactions in the Interaction Database:
+Workspace Agent Desktop provides three different tabs in the '''Connect''' group that you can use to find interactions in the Interaction Database:
-*My History: Search for interactions that you have worked on.
+*'''My History''': Search for interactions that you have worked on.
-*Interaction Search: Search for interactions that anyone has worked on.
+*'''Interaction Search''': Search for interactions that anyone has worked on.
-*Contact History: Search for interactions of a particular contact.
+*'''Contact History''': Search for interactions of a particular contact.
 ===My History===
@@ Line 56: / Line 56: @@
 {{Video|id=301308046|width=572|height=392}}
 |Status=No
 }}{{Section
 |sectionHeading=What next?

@@ Line 30: / Line 30: @@
 ===Managing Contacts===
 ====Overview of the Contact Directory====
-{{#widget:Vimeo|id=277393908|width=572|height=392}}
+{{Video|id=277393908|width=572|height=392}}
 {{AnchorDiv|Search}}
@@ Line 42: / Line 42: @@
 ===My History===
 ====Basic My History search====
-{{#widget:Vimeo|id=297764527|width=572|height=392}}
+{{Video|id=297764527|width=572|height=392}}
 ====Advanced My History search====
-{{#widget:Vimeo|id=297788604|width=572|height=392}}
+{{Video|id=297788604|width=572|height=392}}
 ===Interaction Search===
 ====Basic Interaction history search====
-{{#widget:Vimeo|id=301308589|width=572|height=392}}
+{{Video|id=301308589|width=572|height=392}}
 ====Advanced interaction history search====
-{{#widget:Vimeo|id=301308387|width=572|height=392}}
+{{Video|id=301308387|width=572|height=392}}
 ===Contact History===
 ====Basic Contact history search====
-{{#widget:Vimeo|id=301308224|width=572|height=392}}
+{{Video|id=301308224|width=572|height=392}}
 ====Advanced Contact history search====
-{{#widget:Vimeo|id=301308046|width=572|height=392}}
+{{Video|id=301308046|width=572|height=392}}
 |Status=No
 }}{{Section

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

WikiSysop at 15:47, August 30, 2022

WikiSysop at 19:18, July 28, 2022

WikiSysop at 18:49, July 28, 2022

Mwest: Published

Matthew.west@genesys.com: Published

Matthew.west@genesys.com: Published

Matthew.west@genesys.com: Published

Ed.jamer@genesys.com: Text replacement - "{{#widget:Vimeo" to "{{Video"

Mwest: Published

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

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