PEC-AD/HIW - Revision history

WikiSysop at 18:01, September 7, 2022

2022-09-07T18:01:10Z

WikiSysop at 19:18, July 28, 2022

2022-07-28T19:18:51Z

WikiSysop at 18:49, July 28, 2022

2022-07-28T18:49:22Z

Mwest: Published

2022-01-11T15:39:50Z

Published

Matthew.west@genesys.com: Published

2021-07-22T15:40:23Z

Published

Matthew.west@genesys.com: Published

2021-03-31T17:39:26Z

Published

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

2020-07-25T02:31:36Z

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

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

2020-07-15T11:44:48Z

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

Bgrenon: Published

2020-06-08T16:31:05Z

Published

New page

{{HIW
|product=
|Standalone=
|DisplayName=How Agent Desktop works
|Application=Agent Desktop, Agent Setup, Designer, Outbound
|Role=Administrator, Agent, Supervisor
|TocName=How Agent Desktop works
|UseCase=CE16, CE18, CE19, CE27, CE29, EE07
|Platform=PureEngage
|ComingSoon=No
|Context=The Agent Desktop Workspace lets contact center agents and supervisors communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, such as chat, email, social media, SMS, WhatsApp, and workitems. Supervisors can use Workspace to monitor and coach their teams.
|featurename=Agent Desktop
|ShortDescription=The Agent Desktop Workspace lets contact center agents and supervisors communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, such as chat, email, social media, SMS, WhatsApp, and workitems.
|overviewtext=The Agent Desktop Workspace lets contact center agents and supervisors:

*communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, including voice, chat, email, social media, SMS, WhatsApp, and workitems
*get help from team members
*meet contact center expectations and personal KPIs
*find and manage contact information
*retrieve work from personal and group workbins
*search for existing interactions
*provide standard responses
*engage in co-browsing your corporate website
*track customer journeys
|featureoverview=Use Genesys Agent Setup and Genesys Designer to enable channels and features of Agent Desktop and decide what capabilities you want your supervisors, agents, and agent groups to have to meet the goals of your contact center business needs.
|FeatureSection={{FeatureSection
|featureheading=Interaction Channels
|relatedapps=Agent Setup, Designer
|users=Administrators, Supervisors, Agents
|anchor=
|description=Interactions, such as voice, chat, email, social media, SMS, WhatsApp, and workitems, are routed to agents to handle. The interaction pops up in Workspace in the interaction view which contains case data, contact information, contact history, standard responses, and all the details about the interaction and contact that the agent needs to respond to the contact. Agents can set interaction dispositions (results) and add notes.
|relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADchannels|display text=Channels and the Channel tab}}

{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Voice calls}}

{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADemail|display text=Handling email}}

{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADChat|display text=Chat and social channels}}

{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADWorkitems}}
}}{{FeatureSection
|featureheading=Outbound campaign calling
|relatedapps=Agent Setup, Outbound
|users=Administrators, Supervisors, Agents
|anchor=
|description=Agents use Agent Desktop Workspace to participate in Outbound campaigns. Contact records are pushed to or pulled by an agent to call a contact. The contact record is displayed in the interaction view, giving the agent access to case data, contact information, contact history, and standard responses.
|relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADOutbound}}

{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Voice calls}}
}}{{FeatureSection
|featureheading=Contact information management
|relatedapps=Agent Setup
|users=Administrators, Supervisors, Agents
|anchor=
|description=Agents can find contacts in your contact database and then manage contact information or view the interactions your company has had with the contact.
|relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcontacts|display text=Contact Directory}}
}}{{FeatureSection
|featureheading=Workbins
|relatedapps=Agent Setup
|users=Administrators, Supervisors, Agents
|anchor=
|description=Personal and group workbins enable agents to retrieve and store email and workitem interactions. Supervisors can move interactions to different workbins to assign them to specific agents or groups.
|relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADMyWorkbins}}
}}{{FeatureSection
|featureheading=Interaction search and management
|relatedapps=Agent Setup
|users=Administrators, Supervisors, Agents
|anchor=
|description=Agents can search your corporate interaction database to find existing interactions, including the interactions that they have handled in the past. Interactions can be searched by contact, by interaction, or by personal history.
|relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADhist}}
}}{{FeatureSection
|featureheading=Meeting expectations
|relatedapps=Agent Setup
|users=Administrators, Supervisors, Agents
|anchor=
|description=Agent Desktop Workspace enables agents and supervisors to make sure they are meeting contact center expectations by viewing contact center statistics and personal KPIs.
|relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADNav|anchor=PerformanceTracker|display text=Performance Tracker}}

{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADNav|anchor=StatisticsGadget|display text=Statistics Gadget}}
}}{{FeatureSection
|featureheading=Supervisor tasks
|relatedapps=Agent Setup
|users=Administrators, Supervisors
|anchor=
|description=Supervisors can use Agent Desktop Workspace to:

*Monitor, coach, and barge-in on voice calls and chat interactions.
*QA email to review outgoing email interactions before they are sent to a contact.
*Manage an agent's status and log out an agent if necessary.
*Move interactions to different workbins to assign them to specific agents or groups.
|relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Supervisor|topic=ADsuper}}
}}{{FeatureSection
|featureheading=Voice recording
|relatedapps=Agent Setup, Recording
|users=Administrators, Supervisors, Agents
|anchor=
|description=Agent Desktop Workspace can be used to record calls for later playback, review, and QA
|relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Voice calls}}

{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADemail|display text=Handling email}}

{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADChat|display text=Chat and social channels}}
}}
|HIWSection=
|advanced=No
}}

@@ Line 100: / Line 100: @@
 |users=Administrators, Supervisors, Agents
 |anchor=Accessibility
-|description=Genesys provides a Voluntary Product Accessibility Template® - [https://www.itic.org/policy/accessibility/vpat/%20VPAT%C2%AE%20report%20from%20ITI VPAT® report from ITI], to document conformance of Genesys Workspace Web Edition Agent Workspace to [https://www.w3.org/TR/WCAG21/%20WCAG%202.1 WCAG 2.1] Level AA specification. The VPAT® report is a standardized template for documenting conformance to various accessibility specifications. VPAT® report provided by Genesys follows the W3C/WAI’s WCAG 2.1 specification, as this is an international standard adopted and recognized by our customers worldwide. The Genesys VPAT® can be downloaded here: {{Repository|Genesys_WWE_9.0.0_WCAG_2.0_A_VPAT_v2.4.pdf|| Genesys Accessibility Conformance Report WCAG Edition}}.
+|description=Genesys provides a Voluntary Product Accessibility Template® - [https://www.itic.org/policy/accessibility/vpat/%20VPAT%C2%AE%20report%20from%20ITI VPAT® report from ITI], to document conformance of Genesys Workspace Web Edition Agent Workspace to [https://www.w3.org/TR/WCAG21 WCAG 2.1] Level AA specification. The VPAT® report is a standardized template for documenting conformance to various accessibility specifications. VPAT® report provided by Genesys follows the W3C/WAI’s WCAG 2.1 specification, as this is an international standard adopted and recognized by our customers worldwide. The Genesys VPAT® can be downloaded here: {{Repository|Genesys_WWE_9.0.0_WCAG_2.0_A_VPAT_v2.4.pdf|| Genesys Accessibility Conformance Report WCAG Edition}}.
 }}
 |advanced=No
 }}

@@ Line 1: / Line 1: @@
 {{HIW
-|DisplayName=How Agent Desktop works
+|DisplayName=How Agent Workspace works
-|TocName=How Agent Desktop works
+|TocName=How Agent Workspace works
 |Context=The Agent Workspace lets contact center agents and supervisors communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, such as chat, email, social media, SMS, WhatsApp, and workitems. Supervisors can use Workspace to monitor and coach their teams.
 |UseCase=CE16, CE18, CE19, CE27, CE29
@@ Line 7: / Line 7: @@
 |Platform=GenesysEngage-cloud
 |Role=Administrator, Agent, Supervisor
-|Application=Agent Desktop, Agent Setup, Designer, Outbound
+|Application=Agent Workspace, Agent Setup, Designer, Outbound
-|featurename=Agent Desktop
+|featurename=Agent Workspace
 |ShortDescription=The Agent Workspace lets contact center agents and supervisors communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, such as chat, email, social media, SMS, WhatsApp, and workitems.
 |overviewtext=The Agent Workspace lets contact center agents and supervisors:
@@ Line 21: / Line 21: @@
 *engage in co-browsing your corporate website
 *track customer journeys
-|featureoverview=Use Genesys Agent Setup and Genesys Designer to enable channels and features of Agent Desktop and decide what capabilities you want your supervisors, agents, and agent groups to have to meet the goals of your contact center business needs.
+|featureoverview=Use Genesys Agent Setup and Genesys Designer to enable channels and features of Agent Workspace and decide what capabilities you want your supervisors, agents, and agent groups to have to meet the goals of your contact center business needs.
 |FeatureSection={{FeatureSection
 |featureheading=Interaction Channels
@@ Line 97: / Line 97: @@
 }}{{FeatureSection
 |featureheading=Accessibility overview
-|relatedapps=Agent Desktop
+|relatedapps=Agent Workspace
 |users=Administrators, Supervisors, Agents
 |anchor=Accessibility
-|description=Genesys provides a Voluntary Product Accessibility Template® - [https://www.itic.org/policy/accessibility/vpat/%20VPAT%C2%AE%20report%20from%20ITI VPAT® report from ITI], to document conformance of Genesys Workspace Web Edition Agent Desktop to [https://www.w3.org/TR/WCAG21/%20WCAG%202.1 WCAG 2.1] Level AA specification. The VPAT® report is a standardized template for documenting conformance to various accessibility specifications. VPAT® report provided by Genesys follows the W3C/WAI’s WCAG 2.1 specification, as this is an international standard adopted and recognized by our customers worldwide. The Genesys VPAT® can be downloaded here: {{Repository|Genesys_WWE_9.0.0_WCAG_2.0_A_VPAT_v2.4.pdf|| Genesys Accessibility Conformance Report WCAG Edition}}.
+|description=Genesys provides a Voluntary Product Accessibility Template® - [https://www.itic.org/policy/accessibility/vpat/%20VPAT%C2%AE%20report%20from%20ITI VPAT® report from ITI], to document conformance of Genesys Workspace Web Edition Agent Workspace to [https://www.w3.org/TR/WCAG21/%20WCAG%202.1 WCAG 2.1] Level AA specification. The VPAT® report is a standardized template for documenting conformance to various accessibility specifications. VPAT® report provided by Genesys follows the W3C/WAI’s WCAG 2.1 specification, as this is an international standard adopted and recognized by our customers worldwide. The Genesys VPAT® can be downloaded here: {{Repository|Genesys_WWE_9.0.0_WCAG_2.0_A_VPAT_v2.4.pdf|| Genesys Accessibility Conformance Report WCAG Edition}}.
 }}
 |advanced=No
 }}

@@ Line 2: / Line 2: @@
 |DisplayName=How Agent Desktop works
 |TocName=How Agent Desktop works
-|Context=The Agent Desktop Workspace lets contact center agents and supervisors communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, such as chat, email, social media, SMS, WhatsApp, and workitems. Supervisors can use Workspace to monitor and coach their teams.
+|Context=The Agent Workspace lets contact center agents and supervisors communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, such as chat, email, social media, SMS, WhatsApp, and workitems. Supervisors can use Workspace to monitor and coach their teams.
 |UseCase=CE16, CE18, CE19, CE27, CE29
 |ComingSoon=No
@@ Line 9: / Line 9: @@
 |Application=Agent Desktop, Agent Setup, Designer, Outbound
 |featurename=Agent Desktop
-|ShortDescription=The Agent Desktop Workspace lets contact center agents and supervisors communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, such as chat, email, social media, SMS, WhatsApp, and workitems.
+|ShortDescription=The Agent Workspace lets contact center agents and supervisors communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, such as chat, email, social media, SMS, WhatsApp, and workitems.
-|overviewtext=The Agent Desktop Workspace lets contact center agents and supervisors:
+|overviewtext=The Agent Workspace lets contact center agents and supervisors:
 *communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, including voice, chat, email, social media, SMS, WhatsApp, and workitems
@@ Line 44: / Line 44: @@
 |relatedapps=Agent Setup, Outbound
 |users=Administrators, Supervisors, Agents
-|description=Agents use Agent Desktop Workspace to participate in Outbound campaigns. Contact records are pushed to or pulled by an agent to call a contact. The contact record is displayed in the interaction view, giving the agent access to case data, contact information, contact history, and standard responses.
+|description=Agents use Agent Workspace to participate in Outbound campaigns. Contact records are pushed to or pulled by an agent to call a contact. The contact record is displayed in the interaction view, giving the agent access to case data, contact information, contact history, and standard responses.
 |relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADOutbound}}
@@ Line 70: / Line 70: @@
 |relatedapps=Agent Setup
 |users=Administrators, Supervisors, Agents
-|description=Agent Desktop Workspace enables agents and supervisors to make sure they are meeting contact center expectations by viewing contact center statistics and personal KPIs.
+|description=Agent Workspace enables agents and supervisors to make sure they are meeting contact center expectations by viewing contact center statistics and personal KPIs.
 |relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADNav|anchor=PerformanceTracker|display text=Performance Tracker}}
@@ Line 78: / Line 78: @@
 |relatedapps=Agent Setup
 |users=Administrators, Supervisors
-|description=Supervisors can use Agent Desktop Workspace to:
+|description=Supervisors can use Agent Workspace to:
 *Monitor, coach, and barge-in on voice calls and chat interactions.
@@ Line 89: / Line 89: @@
 |relatedapps=Agent Setup, Recording
 |users=Administrators, Supervisors, Agents
-|description=Agent Desktop Workspace can be used to record calls for later playback, review, and QA
+|description=Agent Workspace can be used to record calls for later playback, review, and QA
 |relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Voice calls}}

@@ Line 95: / Line 95: @@
 {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADChat|display text=Chat and social channels}}
 }}
 |advanced=No
 }}

PEC-AD/HIW - Revision history

WikiSysop at 18:01, September 7, 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

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

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

Bgrenon: Published

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

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