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

WikiSysop at 15:32, August 30, 2022

2022-08-30T15:32:24Z

WikiSysop at 19:18, July 28, 2022

2022-07-28T19:18:34Z

WikiSysop at 18:49, July 28, 2022

2022-07-28T18:49:06Z

Mwest: Published

2022-03-01T19:03:42Z

Published

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

2021-11-09T21:17:20Z

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"

2021-11-09T21:07:27Z

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"

2021-11-09T20:29:37Z

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

Matthew.west@genesys.com: Published

2021-10-14T16:13:04Z

Published

Matthew.west@genesys.com: Published

2021-07-29T19:31:43Z

Published

Matthew.west@genesys.com: Published

2021-07-29T19:19:47Z

Published

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |alignment=Vertical

@@ Line 24: / Line 24: @@
 {{NoteFormat|In some environments, agent status is set to '''Ready''' when the agent logs in. This means that email interactions are directed to these agents upon login.|2}}
-|structuredtextwide=When you receive an email it is either answered automatically, or a pop-up notification is displayed on your desktop to enable you to accept the email. When you accept an email, the Email 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 email. There might also be tabs on the right side of the view that contain contact information, history, and other features.
+|structuredtextwide=When you receive an email it is either answered automatically, or a pop-up notification is displayed on your desktop to enable you to accept the email. When you accept an email, the Email 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 email. There might also be tabs on the right side of the view that contain contact information, history, and other features.
 The following are typical actions you can take while handling an email interaction. Some of these feature might not be enabled in your environment.
@@ Line 195: / Line 195: @@
 ===Keyboard navigation, shortcuts, and accessibility===
-The Agent Desktop email composition area supports keyboard navigation, keyboard shortcuts, and accessibility features.
+The Agent Workspace email composition area supports keyboard navigation, keyboard shortcuts, and accessibility features.
 ====Navigation====
@@ Line 268: / Line 268: @@
 In dialog boxes, such as the '''Add Link''' dialog, use the '''Tab''' and '''Shift+Tab''' buttons to move between elements. Use the '''Enter''' or '''Return''' keys to make a selection. Use '''Esc''' to cancel or close the dialog box.
-For information about other {{Link-SomewhereInThisVersion|manual=Agent|topic=ADNav|anchor=accessibility|display text=accessibility}} features in Agent Desktop, refer to {{Link-SomewhereInThisVersion|manual=Agent|topic=ADNav}}.
+For information about other {{Link-SomewhereInThisVersion|manual=Agent|topic=ADNav|anchor=accessibility|display text=accessibility}} features in Agent Workspace, refer to {{Link-SomewhereInThisVersion|manual=Agent|topic=ADNav}}.
 |Status=No
 }}{{Section
@@ Line 468: / Line 468: @@
 |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 9: / Line 9: @@
 |alignment=Vertical
 |structuredtext={{NoteFormat|
-* 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}}
 |Status=No
@@ Line 19: / Line 19: @@
 |Media=Video
 |image=291011976
-|structuredtext=An email interaction is the Workspace Agent Desktop interface that lets you handle an email.
+|structuredtext=An email interaction is the Agent Workspace interface that lets you handle an email.
 To start receiving email interactions, set your status on the Email channel to '''Ready'''.
@@ Line 277: / Line 277: @@
 |image=GAPI_900_Email_Insert_Hyperlink_.png
 |AltText=Email interaction window with the Insert/Edit link button highlighted.
-|structuredtext=Workspace Agent Desktop enables you to insert hyperlinks into email interactions by using the '''Insert Link''' dialog box. Hyperlinks are words or phrases (display text) that, when clicked, open a webpage in a web browser. Hyperlinked display text enables you to add webpage links without having the whole page address (the URL) visible to the reader.
+|structuredtext=Agent Workspace enables you to insert hyperlinks into email interactions by using the '''Insert Link''' dialog box. Hyperlinks are words or phrases (display text) that, when clicked, open a webpage in a web browser. Hyperlinked display text enables you to add webpage links without having the whole page address (the URL) visible to the reader.
 Hyperlinked display text usually appears in a different color than the text of the email. It is commonly underlined.

@@ Line 10: / Line 10: @@
 |structuredtext={{NoteFormat|
 * Some Workspace Agent Desktop features are available only for Genesys Multicloud CX users.
-* Some Workspace Agent Desktop features are available only for Gxxx Exxx on-premises users.
+* Some Workspace Agent Desktop features are available only for Genesys Engage on-premises users.
 |1}}
 |Status=No

@@ Line 10: / Line 10: @@
 |structuredtext={{NoteFormat|
 * 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}}
 |Status=No

@@ Line 155: / Line 155: @@
 To access the Interim Send feature, click the down arrow next to the '''Send''' button ([[File:GAPI_900_Email_Send_Interim_Send_Button.png|Send button.|alt=The Send button.|link=]]), then select '''Interim Send''' from the drop-down menu. Workspace retrieves the inbound email from your In-Progress workbin and reopens on your desktop. It is not marked as Done.
-|structuredtextwide={{Video|id=333840528|width=572|height=392}}
+|structuredtextwide={{Video|id=333840528|Description=How to use interim send|width=572|height=392}}
 |Status=No
 }}{{Section

@@ Line 226: / Line 226: @@
 Follow the steps in the sections above, depending on which way you are forwarding your email.
-|Status=No
+|Status=Yes
 }}{{Section
 |sectionHeading=How do I print an email?