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

WikiSysop at 01:30, April 12, 2024

2024-04-12T01:30:42Z

WikiSysop at 18:00, October 3, 2022

2022-10-03T18:00:50Z

WikiSysop at 15:47, August 30, 2022

2022-08-30T15:47:42Z

WikiSysop at 19:18, July 28, 2022

2022-07-28T19:18:38Z

WikiSysop at 18:49, July 28, 2022

2022-07-28T18:49:08Z

WikiSysop at 18:53, July 7, 2022

2022-07-07T18:53:24Z

WikiSysop at 15:16, July 6, 2022

2022-07-06T15:16:46Z

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

2021-11-09T21:18:41Z

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"

2021-11-09T21:06:39Z

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"

2021-11-09T20:28:27Z

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

@@ Line 289: / Line 289: @@
 {{NoteFormat|The threaded view is not available for Basic or Advanced Search.|2}}
 |Status=No
-}}{{Section
+}}
 |sectionHeading=Divisions and lines of business
 |anchor=Divisions
@@ Line 318: / Line 324: @@
 If you are a part of a division, then you can only search for and view interaction data and contact history for contacts that are in the contact database for your division or in the shared contact database. You do not have access to interaction data and contact history for contacts that are in the contact database for other divisions.
 |Status=Yes
-}}{{Section
+}}-->
 |sectionHeading=What next?
 |anchor=Whatnext

@@ Line 140: / Line 140: @@
 |anchor=ContactHistory
 |alignment=Vertical
-|structuredtext=The Contact History view lets you access and manage previous interactions with a contact you have selected from the {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contact Directory}} or from the History view of the current {{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=voice}}, {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=chat}}, {{Link-SomewhereInThisManual|topic=ADemail|anchor=top|display text=email}}, or {{Link-SomewhereInThisManual|topic=ADWorkitems|anchor=top|display text=workitem}}<!--, [[ADFacebook|Facebook]], or [[ADTwitter|Twitter]]--> interaction.
+|structuredtext=The '''Contact History''' view lets you access and manage previous interactions with a contact you have selected from the {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contact Directory}} or from the '''History''' view of the current {{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=voice}}, {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=chat}}, {{Link-SomewhereInThisManual|topic=ADemail|anchor=top|display text=email}}, or {{Link-SomewhereInThisManual|topic=ADWorkitems|anchor=top|display text=workitem}}<!--, [[ADFacebook|Facebook]], or [[ADTwitter|Twitter]]--> interaction.
 {{Video|id=277370607|Description=Contact History Tab|width=572|height=392}}
-Use the Contact History view to do the following:
+Use the '''Contact History''' view to do the following:
 *Find interactions for the current contact or the currently selected contact.
@@ Line 150: / Line 150: @@
 *Manage the selected interaction,
-The Chronology slider lets you review all of the contact's interaction history, or just those from the last day, week, or month.
+The '''Chronology''' slider lets you review all of the contact's interaction history, or just those from the last day, week, or month.
-The Contact History view '''Interaction Type''' button enables you to refine your results by displaying only those interaction types that you select.
+The '''Contact History''' view '''Interaction Type''' button enables you to refine your results by displaying only those interaction types that you select.
 ====Contact History: Quick Search====
@@ Line 176: / Line 176: @@
 [[File:GAPI_900_Interaction_Search_View.png|The Interaction Search view showing sample search results.|alt=The Interaction Search view showing sample search results|500px]]
-The Interaction Search view lets you search the entire interaction database for all media types, with all contacts, and handled by any agent.
+The '''Interaction Search''' view lets you search the entire interaction database for all media types, with all contacts, and handled by any agent.
-Click the Interaction Search tab to display the Interaction Search view in the {{Link-SomewhereInThisManual|topic=ADNav|anchor=Main_view|display text=main view}}.
+Click the '''Interaction Search''' tab to display the '''Interaction Search''' view in the {{Link-SomewhereInThisManual|topic=ADNav|anchor=Main_view|display text=main view}}.
-The Chronology slider lets you review all of your interaction history, or just those from the last day, week, or month.
+The '''Chronology''' slider lets you review all of your interaction history, or just those from the last day, week, or month.
-The Interaction Search view '''Interaction Type''' button enables you to refine your results by displaying only those interaction types that you select.
+The '''Interaction Search''' view '''Interaction Type''' button enables you to refine your results by displaying only those interaction types that you select.
 ====Interaction Search: Quick Search====
@@ Line 196: / Line 196: @@
 |anchor=QuickSearch
 |alignment=Vertical
-|structuredtext=The Quick Search field enables you to enter up to 10 keywords or a phrase to search for in the interaction database, such as the subject of an email or chat, the body of a chat transcript, a customer name, or other text that your administrator allows you to access.
+|structuredtext=The '''Quick Search''' field enables you to enter up to 10 keywords or a phrase to search for in the interaction database, such as the subject of an email or chat, the body of a chat transcript, a customer name, or other text that your administrator allows you to access.
 {{NoteFormat|To search for an interaction based on the name of the agent who processed it, use {{Link-SomewhereInThisManual|topic=ADhist|anchor=AdvancedSearch|display text=Advanced Search}}.|1}}
@@ Line 202: / Line 202: @@
 {{Video|id=301308589|Description=Basic Interaction history search|width=572|height=392}}
-Searches of customer information like name and address, and of interaction information like subject or body text are 'starts-with' searches, meaning that each of the fields that you are allowed to search for words or strings, are searched for words that start with the keywords that you enter in the Quick Search field.
+Searches of customer information like name and address, and of interaction information like subject or body text are 'starts-with' searches, meaning that each of the fields that you are allowed to search for words or strings, are searched for words that start with the keywords that you enter in the '''Quick Search''' field.
 Searches of information that has been customized by your administrator are 'equals' searches, meaning that the search looks for exact matches with what you enter. Ask your administrator about custom information.
@@ Line 215: / Line 215: @@
 Use the '''Interaction Type''' menu to access only interactions of a certain type, like voice, email, or chat. Perhaps that interaction you are looking for was handled through a chat. To access only chat interactions, select '''Show chat interactions''' from this menu.
-When you find the interaction you are searching for, {{Link-SomewhereInThisManual|topic=ADhist|anchor=SearchResults|display text=select it}} to view the details and other information in the Details, Notes, and Case Data tabs.
+When you find the interaction you are searching for, {{Link-SomewhereInThisManual|topic=ADhist|anchor=SearchResults|display text=select it}} to view the details and other information in the '''Details''', '''Notes''', and '''Case Data''' tabs.
 Use the '''Show Details Panel<!-- on Bottom-->'''/'''Hide Details Panel''' button ([[File:GAPI_900_History_Tab_Layout_Options_Button.png|Show or Hide Details Panel button.|alt=The Show or Hide Details Panel button.|link=]]) to change the display of the '''Details''' panel.
@@ Line 227: / Line 227: @@
 {{Video|id=301308387|Description=Advanced interaction history search|width=572|height=392}}
-Click [[File:GAPI_900_Advanced_Search_Button.png|Show or Hide the Advanced Search view button.|alt=The Show or Hide the Advanced Search view button.|link=]] next to the Quick Search field to open the Advanced Search view.
+Click [[File:GAPI_900_Advanced_Search_Button.png|Show or Hide the Advanced Search view button.|alt=The Show or Hide the Advanced Search view button.|link=]] next to the '''Quick Search''' field to open the '''Advanced Search''' view.
 {{NoteFormat|
-Your administrator decides what conditions you are allowed to search on, so your Interaction Search view might not exactly match the screen shots and video.
+Your administrator decides what conditions you are allowed to search on, so your '''Interaction Search''' view might not exactly match the screen shots and video.
 <br>
 For the '''Add Condition''' menu, your administrator might have set up groups of conditions which appear as submenus. This makes it easier for you to find the condition you want to use.
 |2}}
-This is what the Advanced Search view looks like:
+This is what the '''Advanced Search''' view looks like:
 [[File:GAPI_900_Advanced_Search_View.png|Example of an Advanced Search in the Interaction Search view.|alt=An example of an Advanced Search in the Interaction Search view.|500px]]
@@ Line 275: / Line 275: @@
 |Media=Image
 |image=GAPI_900_My_History_Threaded_View.png
-|structuredtext=The interaction History views, such as '''My History''' and '''Contact History''', by default display a table of interactions that are sorted by one of the table column headings. For example, click the '''Subject''' heading to sort the interactions alphabetically by the subject of the interaction.
+|structuredtext=The Interaction History views, such as '''My History''' and '''Contact History''', by default display a table of interactions that are sorted by one of the table column headings. For example, click the '''Subject''' heading to sort the interactions alphabetically by the subject of the interaction.
 Agent Workspace enables you to handle interactions on different channels, such as Voice and Chat. Your administrator assigns Channels to you. Sometimes you handle multiple interactions with a single contact using more than one channel. For example, you start with a Chat interaction, call the contact's home phone, then follow up with an email. These multiple interactions are all a part of a ''conversation'' you are having with a contact.
@@ Line 290: / Line 290: @@
 {{NoteFormat|The threaded view is not available for Basic or Advanced Search.|2}}
 |Status=No
 }}{{Section
 |sectionHeading=What next?

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

@@ Line 9: / Line 9: @@
 |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.
+* 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.
 * Some Agent Workspace features are available only for Genesys Multicloud CX users.
 * Some Agent Workspace features are available only for Genesys Engage on-premises users.
@@ Line 298: / Line 298: @@
 *{{Link-SomewhereInThisManual|topic=ADemail|anchor=top|display text=Email}}
 *{{Link-SomewhereInThisManual|topic=ADWorkitems|anchor=top|display text=Workitems/Open Media}}
-*{{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 305: / Line 305: @@
 |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.
-* 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}}
 Contact and Interaction histories are available in these Workspace views:
@@ Line 103: / Line 103: @@
 ===Why are some numbers masked out?===
-Occasionally, a contact enters their credit card number, personal email address, or other Personally Identifiable Information (PII) into the chat. This is a potential security risk for the contact. In some environments, Workspace Agent Desktop detects and masks PII to keep contact information private. This figure shows you some of the ways that PII is masked in the chat transcript in the History.
+Occasionally, a contact enters their credit card number, personal email address, or other Personally Identifiable Information (PII) into the chat. This is a potential security risk for the contact. In some environments, Agent Workspace detects and masks PII to keep contact information private. This figure shows you some of the ways that PII is masked in the chat transcript in the History.
 [[File:GAPI_900_Masking_PII_In_History.png|The Details tab in the Contact Directory History view showing text hashed out in the chat transcript.|alt=The Details tab in the Contact Directory History view showing text hashed out in the chat transcript.|600px]]
@@ Line 276: / Line 276: @@
 |structuredtext=The interaction History views, such as '''My History''' and '''Contact History''', by default display a table of interactions that are sorted by one of the table column headings. For example, click the '''Subject''' heading to sort the interactions alphabetically by the subject of the interaction.
-Workspace Agent Desktop enables you to handle interactions on different channels, such as Voice and Chat. Your administrator assigns Channels to you. Sometimes you handle multiple interactions with a single contact using more than one channel. For example, you start with a Chat interaction, call the contact's home phone, then follow up with an email. These multiple interactions are all a part of a ''conversation'' you are having with a contact.
+Agent Workspace enables you to handle interactions on different channels, such as Voice and Chat. Your administrator assigns Channels to you. Sometimes you handle multiple interactions with a single contact using more than one channel. For example, you start with a Chat interaction, call the contact's home phone, then follow up with an email. These multiple interactions are all a part of a ''conversation'' you are having with a contact.
-|structuredtextwide=In some environments, the Workspace Agent Desktop conversation threading feature is enabled. The threading feature enables you to view all interactions that are part of the same conversation (or thread). If threading is enabled in your environment, the [[File:GAPI_900_Thread_Toggle_Off.png|Show Thread button.|alt=The Show Thread button.|link=]] toggle button is displayed.
+|structuredtextwide=In some environments, the Agent Workspace conversation threading feature is enabled. The threading feature enables you to view all interactions that are part of the same conversation (or thread). If threading is enabled in your environment, the [[File:GAPI_900_Thread_Toggle_Off.png|Show Thread button.|alt=The Show Thread button.|link=]] toggle button is displayed.
 To change the interaction history view from a flat table to a thread view, click [[File:GAPI_900_Thread_Toggle_On.png|Hide Thread button.|alt=The HIdeThread button.|link=]]. All related interactions are displayed in reverse chronological order, grouped below the latest interaction in the conversation. In the threaded view, you can sort conversations by '''Start Date'''. As you scroll down in the threaded view, the next set of conversations loads. '''Note''': Pagination is not available for the threaded view.

@@ Line 70: / Line 70: @@
 *[[File:GAPI_900_Outgoing_Call_Icon.png|Interaction type Outbound Call.|alt=Interaction type Outbound Call.|link=]] &mdash; Answered outgoing call
 *[[File:GAPI_900_Unanswered_Outgoing_Call_Icon.png|Interaction type Unanswered Outbound Call.|alt=Interaction type Unanswered Outbound Call.|link=]] &mdash; Unanswered outgoing call
-*[[File:GAPI_900_Incoming_Chat_Icon.png|Interaction type Inbound Chat.|alt=Interaction type Inbound Chat.|link=]] &mdash; Answered incoming chat {{Editgrn_open}}(Chat includes the following private messaging channels: chat, sms, WhatsApp, Facebook Messenger, and Twitter Direct Message){{Editgrn_close}}
+*[[File:GAPI_900_Incoming_Chat_Icon.png|Interaction type Inbound Chat.|alt=Interaction type Inbound Chat.|link=]] &mdash; Answered incoming chat (Chat includes the following private messaging channels: chat, sms, WhatsApp, Facebook Messenger, and Twitter Direct Message)
 *[[File:GAPI_900_Incoming_Email_Icon.png|Interaction type Inbound Email.|alt=Interaction type Inbound Email.|link=]] &mdash; Incoming email
 *[[File:GAPI_900_Outgoing_Email_Icon.png|Interaction type Outbound Email.|alt=Interaction type Outbound Email.|link=]]  &mdash; Outgoing email
-*[[File:GAPI_900_Incoming_Workitem_Icon.png|Interaction type Inbound Workitem.|alt=Interaction type Inbound Workitem.|link=]] &mdash; Incoming workitem {{Editgrn_open}}(Workitems include various media types such as PDF, Microsoft Word, fax, proprietary document types, and the Facebook Public and Twitter Public channels){{Editgrn_close}}
+*[[File:GAPI_900_Incoming_Workitem_Icon.png|Interaction type Inbound Workitem.|alt=Interaction type Inbound Workitem.|link=]] &mdash; Incoming workitem (Workitems include various media types such as PDF, Microsoft Word, fax, proprietary document types, and the Facebook Public and Twitter Public channels)
 *[[File:GAPI_900_Workitem_Icon.png|Interaction type Workitem.|alt=Interaction type Workitem.|link=]] &mdash; Workitem