PEC-AS/Current/ManageCC/Channels options - Revision history

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

2022-08-16T13:58:29Z

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

Ed.jamer@genesys.com at 18:21, November 17, 2020

2020-11-17T18:21:51Z

Ed.jamer@genesys.com: Text replacement - "ADAltocloud" to "ADPredictive_Engagement"

2020-11-17T15:00:23Z

Text replacement - "ADAltocloud" to "ADPredictive_Engagement"

Monique.gionet@genesys.com: Published

2020-11-16T16:40:49Z

Published

Mgionet: Published

2020-08-26T15:36:46Z

Published

Mgionet: Published

2020-08-26T15:32:33Z

Published

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

2020-07-25T02:30:40Z

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

Mgionet: Published

2020-07-20T16:50:01Z

Published

Mgionet: Published

2020-07-20T16:47:56Z

Published

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

2020-07-15T11:47:02Z

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

@@ Line 23: / Line 23: @@
 The choices that you make in the '''Channels''' section are not automatically applied to all agents and users. Your selection provides a set of channels that you choose from when you add an agent. For example, you can select '''Voice''', '''Chat''', '''Email''', '''Workbins''', '''Outbound''', '''Workitem''', '''Facebook''', or '''Twitter''' for the contact center. Then, when you {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agents|anchor=Addagents|display text=add an agent}} or {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agents|anchor=editagent|display text=edit an agent}}, you can configure the individual agent to only have access to certain channels.
-You can also enable '''Genesys Predictive Engagement''' for '''Chat''' channel users working with the new Agent Desktop. When editing or creating a user in Agent Setup, you can select '''Altocloud''' under '''Channels''' from the '''Desktop Options''' in the '''Users''' section. This option is not available in the '''Contact Center Settings''' or '''Agent Groups''' sections. For more information, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADPredictive_Engagement}}.
+You can also enable '''Genesys Predictive Engagement''' for '''Chat''' channel users working with the new Agent Workspace. When editing or creating a user in Agent Setup, you can select '''Altocloud''' under '''Channels''' from the '''Desktop Options''' in the '''Users''' section. This option is not available in the '''Contact Center Settings''' or '''Agent Groups''' sections. For more information, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADPredictive_Engagement}}.
 |Status=No
 }}{{Section

@@ Line 23: / Line 23: @@
 The choices that you make in the '''Channels''' section are not automatically applied to all agents and users. Your selection provides a set of channels that you choose from when you add an agent. For example, you can select '''Voice''', '''Chat''', '''Email''', '''Workbins''', '''Outbound''', '''Workitem''', '''Facebook''', or '''Twitter''' for the contact center. Then, when you {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agents|anchor=Addagents|display text=add an agent}} or {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agents|anchor=editagent|display text=edit an agent}}, you can configure the individual agent to only have access to certain channels.
-You can also enable '''Genesys Predictive Engagement''' for '''Chat''' channel users working with the new Agent Desktop. When editing or creating a user in Agent Setup, you can select '''Predictive Engagement''' under '''Channels''' from the '''Desktop Options''' in the '''Users''' section. This option is not available in the '''Contact Center Settings''' or '''Agent Groups''' sections. For more information, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADPredictive_Engagement}}.
+You can also enable '''Genesys Predictive Engagement''' for '''Chat''' channel users working with the new Agent Desktop. When editing or creating a user in Agent Setup, you can select '''Altocloud''' under '''Channels''' from the '''Desktop Options''' in the '''Users''' section. This option is not available in the '''Contact Center Settings''' or '''Agent Groups''' sections. For more information, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADPredictive_Engagement}}.
 |Status=No
 }}{{Section

@@ Line 23: / Line 23: @@
 The choices that you make in the '''Channels''' section are not automatically applied to all agents and users. Your selection provides a set of channels that you choose from when you add an agent. For example, you can select '''Voice''', '''Chat''', '''Email''', '''Workbins''', '''Outbound''', '''Workitem''', '''Facebook''', or '''Twitter''' for the contact center. Then, when you {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agents|anchor=Addagents|display text=add an agent}} or {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agents|anchor=editagent|display text=edit an agent}}, you can configure the individual agent to only have access to certain channels.
-You can also enable '''Genesys Predictive Engagement''' for '''Chat''' channel users working with the new Agent Desktop. When editing or creating a user in Agent Setup, you can select '''Predictive Engagement''' under '''Channels''' from the '''Desktop Options''' in the '''Users''' section. This option is not available in the '''Contact Center Settings''' or '''Agent Groups''' sections. For more information, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADAltocloud}}.
+You can also enable '''Genesys Predictive Engagement''' for '''Chat''' channel users working with the new Agent Desktop. When editing or creating a user in Agent Setup, you can select '''Predictive Engagement''' under '''Channels''' from the '''Desktop Options''' in the '''Users''' section. This option is not available in the '''Contact Center Settings''' or '''Agent Groups''' sections. For more information, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADPredictive_Engagement}}.
 |Status=No
 }}{{Section

@@ Line 23: / Line 23: @@
 The choices that you make in the '''Channels''' section are not automatically applied to all agents and users. Your selection provides a set of channels that you choose from when you add an agent. For example, you can select '''Voice''', '''Chat''', '''Email''', '''Workbins''', '''Outbound''', '''Workitem''', '''Facebook''', or '''Twitter''' for the contact center. Then, when you {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agents|anchor=Addagents|display text=add an agent}} or {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agents|anchor=editagent|display text=edit an agent}}, you can configure the individual agent to only have access to certain channels.
-You can also enable '''Genesys Altocloud''' for '''Chat''' channel users working with the new Agent Desktop. When editing or creating a user in Agent Setup, you can select '''Altocloud''' under '''Channels''' from the '''Desktop Options''' in the '''Users''' section. This option is not available in the '''Contact Center Settings''' or '''Agent Groups''' sections. For more information, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADAltocloud}}.
+You can also enable '''Genesys Predictive Engagement''' for '''Chat''' channel users working with the new Agent Desktop. When editing or creating a user in Agent Setup, you can select '''Predictive Engagement''' under '''Channels''' from the '''Desktop Options''' in the '''Users''' section. This option is not available in the '''Contact Center Settings''' or '''Agent Groups''' sections. For more information, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADAltocloud}}.
 |Status=No
 }}{{Section

@@ Line 18: / Line 18: @@
 |alignment=Horizontal
 |Media=Image
-|image=ASChannels4.png
+|image=Channels082020.png
 |structuredtext=In the '''Channels''' section under '''Desktop Options''', select the channels you want to enable in your contact center.

@@ Line 5: / Line 5: @@
 |Context=Learn how to enable channel options in the Agent Setup application.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Agent Setup

@@ Line 29: / Line 29: @@
 |structuredtext=In the '''Channels''' section under '''Desktop Options''', select the channels you want to enable in your contact center.
-The choices that you make in the '''Channels''' section are not automatically applied to all agents and users. Your selection provides a set of channels that you choose from when you add an agent. For example, you can select '''Voice''', '''Chat''', '''Email''', '''Workbins''', '''Outbound''', '''Workitem''', '''Facebook''', or '''Twitter''' for the contact center. Then, when you {{Link-SomewhereInThisManual|topic=UserMan|anchor=AddAgent|display text=add an agent}} or {{Link-SomewhereInThisManual|topic=UserMan|anchor=EditAgent|display text=edit an agent}}, you can configure the individual agent to only have access to certain channels.
+The choices that you make in the '''Channels''' section are not automatically applied to all agents and users. Your selection provides a set of channels that you choose from when you add an agent. For example, you can select '''Voice''', '''Chat''', '''Email''', '''Workbins''', '''Outbound''', '''Workitem''', '''Facebook''', or '''Twitter''' for the contact center. Then, when you {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agents|anchor=Addagents|display text=add an agent}} or {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agents|anchor=editagent|display text=edit an agent}}, you can configure the individual agent to only have access to certain channels.
 You can also enable '''Genesys Altocloud''' for '''Chat''' channel users working with the new Agent Desktop. When editing or creating a user in Agent Setup, you can select '''Altocloud''' under '''Desktop Options''' in the '''Users''' section. This option is not available in the '''Contact Center Settings''' or '''Agent Groups''' sections. For more information, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADAltocloud}}.

PEC-AS/Current/ManageCC/Channels options - Revision history

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

Ed.jamer@genesys.com at 18:21, November 17, 2020

Ed.jamer@genesys.com: Text replacement - "ADAltocloud" to "ADPredictive_Engagement"

Monique.gionet@genesys.com: Published

Mgionet: Published

Mgionet: Published

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

Mgionet: Published

Mgionet: Published

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

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

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