PEC-AD/Current/Supervisor/ADsuper - Revision history

WikiSysop at 16:02, August 30, 2022

2022-08-30T16:02:26Z

WikiSysop at 19:18, July 28, 2022

2022-07-28T19:18:44Z

WikiSysop at 18:49, July 28, 2022

2022-07-28T18:49:12Z

Matthew.west@genesys.com: Published

2021-09-02T13:38:04Z

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Matthew.west@genesys.com: Published

2021-08-26T17:52:08Z

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Matthew.west@genesys.com: Published

2021-07-30T15:08:29Z

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

2021-06-10T12:00:03Z

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

Matthew.west@genesys.com: Published

2021-03-31T18:56:15Z

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Matthew.west@genesys.com: Published

2021-03-01T15:23:22Z

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Matthew.west@genesys.com: Published

2020-12-22T20:42:05Z

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Show changes

@@ Line 7: / Line 7: @@
 |Platform=GenesysEngage-cloud
 |Role=Supervisor
 |Section={{Section
 |sectionHeading=The Supervisor Role

@@ Line 7: / Line 7: @@
 |Platform=GenesysEngage-cloud
 |Role=Supervisor
-|Application=Agent Desktop
+|Application=Agent Workspace
 |Section={{Section
 |sectionHeading=The Supervisor Role
@@ Line 15: / Line 15: @@
 ===Monitor, Coach, and Barge-in===
-Agent Desktop enables you to monitor, coach, and/or barge-in to voice and/or chat interactions that are being handled by the agents that you supervise.
+Agent Workspace enables you to monitor, coach, and/or barge-in to voice and/or chat interactions that are being handled by the agents that you supervise.
 {{NoteFormat|Your administrator might configure Agent Workspace so that contacts have the option to not have their call monitored.
@@ Line 38: / Line 38: @@
 *If you are {{Link-SomewhereInThisManual|topic=ADsuper|anchor=Coaching|display text=coaching}} an agent during a voice call, the agent can hear you, but the contact cannot. If you are coaching an agent during a chat interaction, the agent can see your chat messages, but the contact cannot.
 *You can choose to join ({{Link-SomewhereInThisManual|topic=ADsuper|anchor=Barge|display text=barge-in}} to) a call or chat interaction that you are monitoring.
-*Agent Desktop enables you to {{Link-SomewhereInThisManual|topic=ADsuper|anchor=SwitchMonitoring|display text=switch from certain team supervision modes to others}}.
+*Agent Workspace enables you to {{Link-SomewhereInThisManual|topic=ADsuper|anchor=SwitchMonitoring|display text=switch from certain team supervision modes to others}}.
 |Status=No
 }}{{Section
@@ Line 215: / Line 215: @@
 |anchor=HowdoIswitchmyAgentMonitoringMode
 |alignment=Vertical
-|structuredtext=Agent Desktop enables you to switch from certain supervision modes to others. During the monitoring, coaching, or barge-in of an interaction, you can switch from one supervision mode to another. The following transitions are supported:
+|structuredtext=Agent Workspace enables you to switch from certain supervision modes to others. During the monitoring, coaching, or barge-in of an interaction, you can switch from one supervision mode to another. The following transitions are supported:
 <ul>
 <li>Monitoring to barge-in&mdash;Click '''Barge-in''' ([[File:GAPI_900_Monitor_Switch_To_Barge-in_Button.png|link=]]) in the <tt>Supervision</tt> bar.</li>

@@ Line 17: / Line 17: @@
 Agent Desktop enables you to monitor, coach, and/or barge-in to voice and/or chat interactions that are being handled by the agents that you supervise.
-{{NoteFormat|Your administrator might configure Workspace Agent Desktop so that contacts have the option to not have their call monitored.
+{{NoteFormat|Your administrator might configure Agent Workspace so that contacts have the option to not have their call monitored.
 * If you are monitoring all the calls of a specific agent, monitoring will resume with the next call unless the contact opts out.
 * If you are monitoring only the current call, you will not be able to monitor the next call automatically. If a contact has opted out of call monitoring for the current call, you might see a notice alerting you that the call cannot be monitored.

@@ Line 19: / Line 19: @@
 {{NoteFormat|Your administrator might configure Workspace Agent Desktop so that contacts have the option to not have their call monitored.
 * If you are monitoring all the calls of a specific agent, monitoring will resume with the next call unless the contact opts out.
 * If you are monitoring only the current call, you will not be able to monitor the next call automatically. If a contact has opted out of call monitoring for the current call, you might see a notice alerting you that the call cannot be monitored.
-* If you are monitoring a Routing Point, you can monitor the call from the Routing Point until the contact opts out of monitoring. You are moved to the next call on the Routing Point automatically.
+<!--* If you are monitoring a Routing Point, you can monitor the call from the Routing Point until the contact opts out of monitoring. You are moved to the next call on the Routing Point automatically.-->
 |1}}
@@ Line 71: / Line 71: @@
 If you do not click '''Accept''', the notification will be dismissed automatically.
 <br />
-If the agent is already handling an interaction when you start monitoring, you might have to wait for the next interaction to start monitoring.
+In some environments, if the agent is already handling an interaction when you start monitoring, you immediately start monitoring the call.
 <br />
 If the account of the monitored agent is configured so that the agent is notified when he or she is being monitored, an eye icon is displayed next to the party-interaction icon in the Voice Interaction window on the agent's desktop.

@@ Line 152: / Line 152: @@
 If you do not click '''Accept''', the notification will be dismissed automatically, and you will not be able to coach the interaction unless you stop coaching and start coaching the same agent.
 <br />
-If the agent is already handling an interaction when you start coaching, a notification is displayed immediately. If you click '''Accept''', you will begin coaching the call that is already in progress.<br />The eye icon is displayed in the Voice Interaction Coaching window on your desktop next to the party '''Action''' menu.
+<!--If the agent is already handling an interaction when you start coaching, a notification is displayed immediately. If you click '''Accept''', you will begin coaching the call that is already in progress.<br />The eye icon is displayed in the Voice Interaction Coaching window on your desktop next to the party '''Action''' menu.-->
 [[File:GAPI_Monitor_Monitoring_Icon_Team_Lead_Coach_900.png|thumb|center|link=]]</li>
 <li>During a coaching session, you can perform the following actions from the Voice Interaction Coaching window:
@@ Line 180: / Line 180: @@
 If you do not click '''Accept''', the notification will be dismissed automatically, and you will not be able to coach the interaction unless you stop coaching and start coaching the same agent.
 <br>
-If the agent is already handling an interaction when you start coaching, a notification is displayed immediately. If you click '''Accept''', you will begin coaching the chat session that is already in progress.
+<!--If the agent is already handling an interaction when you start coaching, a notification is displayed immediately. If you click '''Accept''', you will begin coaching the chat session that is already in progress.
-<br>
+<br>-->
 The eye icon is displayed in the Chat Interaction Coaching window on your desktop next to the party '''Action''' menu.
 [[File:GAPI_900_Monitor_Chat_Monitoring_Icon_Team_Lead.png|thumb|center]]</li>

@@ Line 399: / Line 399: @@
 Watch this video to learn how to use My Team Workbins:
-{{Video|id=328547694|width=572|height=392}}
+{{Video|id=328547694|Description=How to use My Team Workbins|width=572|height=392}}
 |Status=No
 }}{{Section

@@ Line 341: / Line 341: @@
 #When an email interaction for review is directed to you, an interaction preview window opens. The Case Information indicates that the email is for QA review. In this example, the "Origin" field contains the text: "QA Review of email interaction...".
-#Click '''Accept''' to display the interaction. The email interaction is displayed on your desktop.<br/>[[undefined|link=]]
+#Click '''Accept''' to display the interaction. The email interaction is displayed on your desktop.<br />[[undefined|link=]]
 #*The Case Information view might be set up to provide you with information about who wrote the email.
 #*The Email Review icon ([[undefined|link=]]) is displayed next to the name of the contact to whom the email interaction will be sent once it is approved.
@@ Line 458: / Line 458: @@
 *'''Move to Workbin''' [[File:GAPI_900_Workbin_Move_To_Workbin_Button.png|link=]] moves the interaction to the workbin of one of the agents that you supervise, or to one of your own workbins.
 *'''Edit Case Information''' [[File:GAPI_900_Edit_Case_Data_Button.png|link=]] opens the Edit Case Information window to enable you to edit the content of the {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADhist|anchor=casedata|display text=Case Data}} tab for the marked interaction(s).
 |Status=No
 }}{{Section

@@ Line 338: / Line 338: @@
 '''Supervisors/Team Leads/Reviewers:''' You might be assigned the task of reviewing, editing, or commenting on outgoing email interactions at your organization. This section and the next are for you. These sections describe what to do when an outgoing email is directed to you for Quality Review (QA) before being sent to a contact.
+|structuredtextwide=Your organization might direct outgoing emails to you for QA purposes. The following example shows you what you might do when there is problem with an email and it must be returned to the agent to be fixed.
 #When an email interaction for review is directed to you, an interaction preview window opens. The Case Information indicates that the email is for QA review. In this example, the "Origin" field contains the text: "QA Review of email interaction...".
-#Click '''Accept''' to display the interaction. The email interaction is displayed on your desktop.<br>[[File:GAPI_900_Email_for_QA_Review.png|300px|link=]]
+#Click '''Accept''' to display the interaction. The email interaction is displayed on your desktop.<br/>[[undefined|link=]]
 #*The Case Information view might be set up to provide you with information about who wrote the email.
-#*The Email Review icon ([[File:WWE_852_Email_Review_Icon.png|link=]]) is displayed next to the name of the contact to whom the email interaction will be sent once it is approved.
+#*The Email Review icon ([[undefined|link=]]) is displayed next to the name of the contact to whom the email interaction will be sent once it is approved.
 #Review the content that the agent wrote in the email composition area. You can choose to fix any issues yourself, or send it back to the original agent to fix. Depending on the policy at your organization, you might provide feedback by directly editing the content of the email interaction, or you might add {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADhist|anchor=casedata|display text=notes}} for the agent, or you might discuss the content with the agent verbally. Other actions available to you include:
 #*Save changes that you made to the email interaction
@@ Line 350: / Line 349: @@
 #*Attach a file to the email
 #*Start a {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADintinter|anchor=consult|display text=consultation}}
-#Email interactions that are sent to you for review have a drop-down menu on the '''Send''' ([[File:GAPI_900_Email_QA_Send_Button.png|link=]]) button.
+#Email interactions that are sent to you for review have a drop-down menu on the '''Send''' ([[undefined|link=]]) button.
 #:The contents of this menu are set up by your administrator and so might be different from the example and video to the on the left side.
 #:Click to open the menu.