PEC-AS/Current/ManageCC/Create agents - Revision history

WikiSysop at 03:30, April 30, 2024

2024-04-30T03:30:28Z

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

2022-08-16T13:59:40Z

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

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

2021-11-09T20:29:26Z

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

Monique.gionet@genesys.com: Published

2021-03-04T15:35:53Z

Published

Monique.gionet@genesys.com: Published

2021-01-27T14:18:47Z

Published

Monique.gionet@genesys.com: Published

2021-01-27T14:03:19Z

Published

Monique.gionet@genesys.com: Published

2020-11-12T15:20:23Z

Published

Mgionet: Published

2020-08-11T19:48:24Z

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"

Jerickso: Published

2020-07-20T17:32:52Z

Published

@@ Line 223: / Line 223: @@
 **Agent 1 has Russian skill level of 10 and English skill level of 5
 **Agent 2 has Russian skill level of 10 and English skill level of 7. You will see the Russian skill level of 10 and English skill level  is blank on the '''Edit Users''' screen under '''Skills'''.
 |Status=No
 }}{{Section

@@ Line 33: / Line 33: @@
 <li>'''Roles''': Use this drop-down list box to filter the list to display only agents that are assigned a specific role.<br />
 {{NoteFormat|As of 9.0.000.80, the following User Role names have changed. Only the names themselves have changed; their meanings and functions did not change.
-*The "Agent" Role name is changed to "Agent Desktop Agent"
+*The "Agent" Role name is changed to "Agent Workspace Agent"
-*The "Supervisor" Role name is changed to "Agent Desktop Supervisor"
+*The "Supervisor" Role name is changed to "Agent Workspace Supervisor"
 *The "Admin" Role name is changed to "Agent Setup Admin"}}</li>
 <li>'''Skills''': Use this drop-down list box to filter the list to display only agents that are assigned a specific skill.</li>
@@ Line 143: / Line 143: @@
 {{!}}-
 {{!}}{{!}}Favorites
-{{!}}{{!}}Personal Favorites is a list of Agents, Agent Groups or external contacts that group members frequently dial. This list provides a click-to-call list of these numbers on Agent Desktop. Personal favorites are configured the same way as Global Favorites. See {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Work_with_Global_Favorites}}.
+{{!}}{{!}}Personal Favorites is a list of Agents, Agent Groups or external contacts that group members frequently dial. This list provides a click-to-call list of these numbers on Agent Workspace. Personal favorites are configured the same way as Global Favorites. See {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Work_with_Global_Favorites}}.
 {{!}}-
 {{!}}{{!}}Switches

@@ Line 187: / Line 187: @@
 *If an Extension DN for an agent's phone is provisioned in the environment in such a manner that it matches the standard configuration of a Generic SIP phone that supports only the "talk" BroadSoft extension (Desktop control over the "answer" action), the UI displays the '''Generic SIP phone''' type.
 *If an Extension DN for an agent's phone is provisioned in the environment in such a manner that it matches the standard configuration of '''Genesys Softphone with WebRTC''', the UI displays this phone type
-*If an Extension DN for an agent's phone is provisioned in the environment in such a manner that it ''does not'' match the standard configuration, it is reflected as the '''Custom''' type. {{NoteFormat|There is no way to provision a new phone of '''Custom''' type, as Genesys Engage cloud supports only standard phones. If you need help, contact your Genesys representative.}}
+*If an Extension DN for an agent's phone is provisioned in the environment in such a manner that it ''does not'' match the standard configuration, it is reflected as the '''Custom''' type. {{NoteFormat|There is no way to provision a new phone of '''Custom''' type, as Genesys Multicloud CX supports only standard phones. If you need help, contact your Genesys representative.}}
 ===='''Genesys recommendations'''====

@@ Line 119: / Line 119: @@
 {{!}}-
 {{!}}{{!}}Softphone
-{{!}}{{!}}Select this check box if this user will use a softphone.
+{{!}}{{!}}Select this check box if this user will use a {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Genesys_Softphone|display text=softphone}}.
 {{!}}-
 {{!}}{{!}}SIP Phone Type
-{{!}}{{!}}When you enable Softphone, you must select a softphone type.
+{{!}}{{!}}When you enable Softphone, you must select a {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agents|anchor=SIPType|display text=Softphone Type}}. Softphone types include:
 {{!}}-
 {{!}}{{!}}Skills
@@ Line 157: / Line 163: @@
 {{!}}{{!}}The recording hierarchy for an agent specifies the access control applied to recordings of calls handled by that agent. Select the Recording Hierarchy check box, and then type the hierarchy string. See {{Link-AnywhereElse|product=PEC-REC|version=Current|manual=Administrator|topic=AccessControl}} for more information about Recording agent hierarchy, access groups, and partitioning.
 {{!}}}
 |Status=No
 }}{{Section

@@ Line 19: / Line 19: @@
 }}{{Section
 |sectionHeading=View agent accounts
 |alignment=Vertical
 |structuredtext=What you see in the Agent Setup interface is determined by your permission settings.

@@ Line 10: / Line 10: @@
 |Section={{Section
 |alignment=Vertical
-|structuredtext=On the '''Users''' tab, you can manage agent, administrator, and supervisor accounts, including adding new accounts, importing agent accounts from an external file, and exporting agents.
+|structuredtext={{NoteFormat|All Users who have the required roles and permissions set in {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Access_groups}} can perform these tasks.|2}}
 {{NoteFormat|To add administrator accounts to your contact center, you add a user and assign the user to an administrators access group or {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Bulk_operations|display text=import the administrator accounts}}.|}}
@@ Line 26: / Line 27: @@
 Note the following options that you can use to locate specific agents on the list:
+<ul>
-*'''Search by Name/Username''': Use this field to type an agent name or username, or part of an agent's name, to filter the list to display only agents that match your search words.
+<li>'''Search by Name/Username''': Use this field to type an agent name or username, or part of an agent's name, to filter the list to display only agents that match your search words.</li>
-*'''Agent Groups''': Use this field to type the name of an agent group. All agents that are assigned the specified agent group will be listed.
+<li>'''Agent Groups''': Use this field to type the name of an agent group. All agents that are assigned the specified agent group will be listed.</li>
-*'''Roles''': Use this drop-down list box to filter the list to display only agents that are assigned a specific role.
+<li>'''Roles''': Use this drop-down list box to filter the list to display only agents that are assigned a specific role.<br />
-*'''Skills''': Use this drop-down list box to filter the list to display only agents that are assigned a specific skill.
+{{NoteFormat|As of 9.0.000.80, the following User Role names have changed. Only the names themselves have changed; their meanings and functions did not change.
-*'''State''': Use this drop-down list box to filter the list to display either All, Enabled, or Disabled.
+*The "Agent" Role name is changed to "Agent Desktop Agent"
-*'''Page navigation''': To scroll through the list pages, use the back and next arrow next to the page number at the bottom of the page.
+*The "Supervisor" Role name is changed to "Agent Desktop Supervisor"
 |Status=No
 }}{{Section

@@ Line 21: / Line 21: @@
 |structuredtext=What you see in the Agent Setup interface is determined by your permission settings.
-[[File:ASAgentSetup.png]]
+[[File:GAPI-20784_August2020.png]]
 {{NoteFormat|If you see a red check box next to an agent account, this means that the agent's account is not valid due to some missing information. Hover your mouse over the check box to see what information is missing. For example, if a voice agent does not have a configured default '''Place Name''' field and your contact center is not configured to prompt the agent to enter place when he or she logs in, the agent's account is considered invalid until you update the agent account to supply the missing information.}}
@@ Line 172: / Line 172: @@
 To edit multiple users at once, select the agents that you want to edit, click '''Edit Users''', and then make your changes in the '''Edit Users''' window. When you edit multiple users, consider the following:
 *You can add Annex options or modify existing options. You can only delete Annex options that are identical for all selected agents.
 *Only values that are common for the selected users are shown for Skills and Annex. For example, if:
 **Agent 1 has Russian skill level of 10 and English skill level of 5

@@ Line 5: / Line 5: @@
 |Context=Learn how to add, import, and manage agents and other users.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Agent Setup

PEC-AS/Current/ManageCC/Create agents - Revision history

WikiSysop at 03:30, April 30, 2024

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

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

Monique.gionet@genesys.com: Published

Monique.gionet@genesys.com: Published

Monique.gionet@genesys.com: Published

Monique.gionet@genesys.com: Published

Mgionet: Published

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

Jerickso: Published

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