PEC-AS/Current/ManageCC/CC options overview - Revision history

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

2022-08-16T13:55:34Z

Text replacement - "Agent Desktop" to "Agent Workspace"

Monique.gionet@genesys.com: Published

2021-08-25T19:48:54Z

Published

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

2020-07-25T02:31:57Z

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

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

2020-07-15T11:44:36Z

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

Mgionet: Published

2020-06-11T19:28:25Z

Published

Jerickso: Published

2020-06-08T17:35:24Z

Published

New page

{{TaskSummary
|DisplayName=Agent desktop settings overview
|Application=Agent Setup, Agent Desktop
|Role=Administrator
|TocName=Agent desktop settings overview
|Platform=PureEngage
|ComingSoon=No
|Context=<span>Get to know some of the key features and tasks involved in setting up your contact center for Agent Desktop.</span>
|overviewtext=When it comes to enabling all the features and controls that get your contact center up and running, or that allow you to maintain its current structure, you should think about the customer journey and all the processes and steps a user must go through to help a customer complete the journey.

Let's take a quick look at how you might configure Agent Setup to benefit both the customers and the contact center users.
|TSSection={{TSSection
|sectionheading=Enabling the interaction channels
|description=When customers decide to contact a contact center, they investigate the contact methods available to them. Typically, the options are telephone, email, chat, text, Facebook, Twitter, and so on. You’ll need to configure the channels to make any of those types of interactions possible.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=My_Channels_options|display text=My Channels options}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Voice_options|display text=Voice options}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Email_options|display text=Email options}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Chat_options|display text=Chat options}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Facebook_options|display text=Facebook options}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Twitter_options|display text=Twitter options}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Outbound_options|display text=Outbound}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Workitem_options|display text=Workitem options}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Email_options|display text=Configure Email mailboxes}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Global_Login|display text=Team Communicator settings}}
}}{{TSSection
|sectionheading=Defining routing parameters
|description=Customers will indeed opt to call your contact center to either speak to a live agent and/or go through an IVR flow. For this part of the journey, you'll of course need agents with the required skills to handle the interactions, which you set up in the previous step, and you'll need to define certain routing parameters.

While most of the routing strategy is done in Designer, you'll still have some control over routing decisions in Agent Setup.
|relatedarticles=*View and manage {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Routing_management|display text=routing}} parameters.
*Use {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Voice_options|display text=Voice options}} to define skill-based routing and other routing-based actions and targets.
}}{{TSSection
|sectionheading=Enabling agent call control and other interaction settings
|description=The moment the system transfers the customer to an agent is the moment all the features and controls you set for your agents and contact center become visible. These features and controls are what define what the agent can and cannot do for the customer. That's why this part of the overall process takes up most of your time and effort.

Key options include:

*Auto-answer capabilities
*Conferencing, forwarding, and transferring capabilities
*Hold functionality
*Caller ID functionality for multiple scenarios
*Ringtone and ringtone priority options
*Call rescheduling options (for Outbound)
*Call and screen recording options
*Disposition options
|relatedarticles={{Link-SomewhereInThisVersion|manual=ManageCC|topic=Agent_options_overview}}
}}{{TSSection
|sectionheading=Configuring wrap-up options
|description=When an interaction ends, the agent ends the call but then handles a number of wrap-up tasks related to both the customer and the interaction. These tasks can include any of the following, all of which must be configured in Agent Setup.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Dispositions}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Outbound_options|display text=Scheduled followups}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Contacts|display text=Update contact information}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Case_and_toast_data|display text=Make notes on the interaction}}
}}{{TSSection
|sectionheading=Monitoring the contact center
|description=Running a contact center requires constant monitoring of reports and vital statistics. Without that, you can't make intelligent business decisions that impact the success of your organization.

In Agent Setup, you can enable statistics for multiple users and scenarios, and you can access logs to view change history.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Statistics_options|display text=Enable and select agent statistics}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=View_audit_trail|display text=View change history for the contact center}}
}}
}}

@@ Line 1: / Line 1: @@
 {{TaskSummary
 |DisplayName=Agent desktop settings overview
-|Application=Agent Desktop, Agent Setup
+|Application=Agent Workspace, Agent Setup
 |Role=Administrator
 |TocName=Agent desktop settings overview
 |ComingSoon=No
-|Context=<span>Get to know some of the key features and tasks involved in setting up your contact center for Agent Desktop.</span>
+|Context=<span>Get to know some of the key features and tasks involved in setting up your contact center for Agent Workspace.</span>
 |overviewtext=When it comes to enabling all the features and controls that get your contact center up and running, or that allow you to maintain its current structure, you should think about the customer journey and all the processes and steps a user must go through to help a customer complete the journey.
@@ Line 11: / Line 11: @@
 |TSSection={{TSSection
 |sectionheading=Agent desktop
-|description=Configuring your Agent Desktop settings involves customizing the available options to meet the specific needs of your contact center.
+|description=Configuring your Agent Workspace settings involves customizing the available options to meet the specific needs of your contact center.
 |relatedarticles=*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_skills}}
 *{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Dispositions}}

@@ Line 4: / Line 4: @@
 |Role=Administrator
 |TocName=Agent desktop settings overview
 |ComingSoon=No
 |Context=<span>Get to know some of the key features and tasks involved in setting up your contact center for Agent Desktop.</span>
@@ Line 61: / Line 60: @@
 *{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Outbound_options|display text=Scheduled followups}}
 *{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Contacts|display text=Update contact information}}
 }}{{TSSection
 |sectionheading=Monitoring the contact center

PEC-AS/Current/ManageCC/CC options overview - Revision history

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

Monique.gionet@genesys.com: Published

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

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

Mgionet: Published

Jerickso: Published

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

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