PEC-AS/HIW - Revision history

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

2022-08-16T13:54:21Z

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

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

2020-07-25T02:33:36Z

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

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

2020-07-15T11:44:37Z

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

Bgrenon: Published

2020-06-08T17:43:44Z

Published

New page

{{HIW
|product=Draft:PEC-AS
|Standalone=Yes
|DisplayName=How Agent Setup works
|Application=Agent Setup
|Role=Administrator
|TocName=
|Platform=PureEngage
|ComingSoon=No
|Context=<span>This article provides a high-level overview of Agent Setup.</span>
|featurename=Agent Setup
|ShortDescription=Use Agent Setup to manage the controls and settings that run the contact center and enable the users within it to handle and manage interactions.
|overviewtext=Use Agent Setup to manage the controls and settings that run the contact center and enable the users within it to handle and manage interactions.
|featureoverview=Basically, your contact center consists of the following:

*The '''people''' who run and operate it – that’s the '''administrators''' who control the technical ins and outs and run the day-to-day operations and administrative aspects of a contact center, the '''supervisors''' who oversee agents, and the '''agents''' who communicate with customers.

*The '''systems and programs''' that make the day-to-day stuff possible – that’s the telephony, the software, the servers, the routing and dialing strategies, and so on.

*The '''features and capabilities''' we use to meet our business needs and requirements - those are things like Caller ID capabilities, voicemail, agent transfers and conferencing, and so on.

All of these things need to be configured or controlled in one way or another so that you have a fully-functioning contact center that aligns with your company’s goals and meets your customers’ needs.
|FeatureSection={{FeatureSection
|featureheading=Contact center setup
|relatedapps=Agent Setup
|users=Administrators
|anchor=
|description=Configure your contact center, including users, roles, and agent groups.
|relatedarticles={{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Agent_options_overview|display text=Agent settings overview}}

{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Hierarchy|display text=Settings and configuration overview}}
}}{{FeatureSection
|featureheading=Agent Desktop settings
|relatedapps=Agent Desktop, Agent Setup
|users=Administrators
|anchor=
|description=Configure the Agent Desktop application, including

*what agents see and what tasks they can perform
*interaction channels such as voice, email, chat, and social media
*standard responses and case data
|relatedarticles={{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=CC_options_overview|display text=Agent desktop settings overview}}

{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Multi-channel|display text=Configure a multi-channel contact center}}

{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Case_and_toast_data|display text=Case and toast data}}
}}
|HIWSection=
}}

@@ Line 31: / Line 31: @@
 {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Hierarchy|display text=Settings and configuration overview}}
 }}{{FeatureSection
-|featureheading=Agent Desktop settings
+|featureheading=Agent Workspace settings
-|relatedapps=Agent Desktop, Agent Setup
+|relatedapps=Agent Workspace, Agent Setup
 |users=Administrators
 |anchor=
-|description=Configure the Agent Desktop application, including
+|description=Configure the Agent Workspace application, including
 *what agents see and what tasks they can perform

@@ Line 6: / Line 6: @@
 |Role=Administrator
 |TocName=
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |ComingSoon=No
 |Context=<span>This article provides a high-level overview of Agent Setup.</span>

PEC-AS/HIW - Revision history

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

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"