PEC-CAB/Current/CABPEGuide/Overview - Revision history

WikiSysop at 10:31, February 23, 2023

2023-02-23T10:31:19Z

WikiSysop at 14:31, September 23, 2022

2022-09-23T14:31:19Z

WikiSysop at 19:15, April 8, 2022

2022-04-08T19:15:47Z

Corinneh: Published

2021-12-22T17:07:03Z

Published

Ed.jamer@genesys.com: Text replacement - "Genesys Multicloud CXment" to "Genesys Engagement"

2021-11-09T21:14:51Z

Text replacement - "Genesys Multicloud CXment" to "Genesys Engagement"

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

2021-11-09T21:12:37Z

Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

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

2021-11-09T20:31:47Z

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

Barry.grenon@genesys.com: Published

2021-06-29T14:12:38Z

Published

New page

{{Article
|Standalone=No
|DisplayName=About Genesys Engagement Service/Callback
|Context=Learn about Genesys Engagement Service/Callback and how it works in Genesys Engage cloud private edition.
|ComingSoon=No
|Section={{Section
|alignment=Vertical
|structuredtext=Welcome to the ''Genesys Callback Private Edition Guide''. This document explains the provisioning, deployment, configuration, and start procedures for Genesys Callback. The microservice that provides the callback functionality is called Genesys Engagement Service. Because this guide covers the deployment of the service, Genesys Engagement Service and GES terminology is used in much of the descriptive text and in any sample commands.

Genesys offers classic callback services, allowing consumers to request a callback as soon as an agent with the correct skills is available or to schedule the callback for a specific day and time that is convenient. In addition, Genesys offers robust and feature-rich callback services so you can use Push Notifications and CAPTCHA widgets with your callback offering. You can monitor and manage your callback services in a UI, which includes a view of your callback queues. Key components of the consumer's app or web journey can be preserved for agent or reporting use.

On top of the traditional callback services and scenarios, Genesys also offers the Click-To-Call feature, which lets consumers call your contact center by simply tapping a button in your mobile app.

If you are new to GES/Callback and plan to use Callback on the hosted Genesys Engage cloud platform, see {{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=ProvisionCallback|display text=Provisioning Callback in Designer}}.

After you have completed Callback provisioning and testing to ensure that calls are routed correctly, and Callback users have been assigned to the correct {{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=CallbackRLP|display text=roles and access groups}}, you can begin to use the Callback UI. The '''Callback''' tab displays the list of callback records. Users with sufficient permissions use the '''Callback''' tab to manage the callback records, including creating, editing, or cancelling callbacks.

Callback Administrators and Developers have access to a '''Developer''' tab in the Callback UI. Use the '''Developer''' tab to manage callback activity and features at a more technical level. For example, you can check for errors in Callback API queries or validate API keys. To learn more about the tools on the '''Developer''' tab, see {{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=CallbackDeveloper|display text=Troubleshooting and validating functionality}}.

For information about the Callback user interface (UI), see {{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=GES|display text=Genesys Callback Administrator's Guide}}.

For Release Notes, see {{Link-AnywhereElse|product=ReleaseNotes|version=Current|manual=GenesysEngage-cloud|topic=Callback|display text=Callback Release Notes}}.

Genesys Callback provides the following callback scenarios when deployed in a Kubernetes cluster:

*{{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=CallbackScenarios|anchor=Immediate|display text=Immediate callback}}
*{{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=CallbackScenarios|anchor=scheduled|display text=Scheduled callback}}
*{{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=CallbackScenarios|anchor=click_to_call_in|display text=User-originated Click-To-Call-In}}

Callback supports integration with Push Notifications and CAPTCHA widgets.

Genesys Callback is enabled by [https://developer.genesyscloud.com/reference/engagement/ Genesys Engagement Services REST APIs]. The Callback APIs are:

*[https://developer.genesyscloud.com/reference/engagement/Callbacks/index.html Callbacks]: Create, retrieve, cancel callbacks.
*[https://developer.genesyscloud.com/reference/engagement/Estimated-Wait-Time/index.html Estimated Wait Time]: Retrieve Estimated Wait Time.
*[https://developer.genesyscloud.com/reference/engagement/Availability/index.html Availability]: Retrieve time slots for a callback, matching Office Hours.
*[https://developer.genesyscloud.com/reference/engagement/Call-In/index.html Call In]: Request the phone number to call in.
*[https://developer.genesyscloud.com/reference/engagement/Queue-Status/index.html Queue Status]: Retrieve information about a queue's readiness to accept callbacks.
*[https://developer.genesyscloud.com/reference/engagement/Statistics/ Statistics]: Provides a proxy to the GWS Statistics API. To use the Callback Statistics API, you must first {{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=CallbackStatisticsAPI|display text=register your GWS credentials}} in the Callback UI ('''Developer''' > '''Credential Management''' > '''GWS Credentials''' tab).

<br />
|Status=No
}}{{Section
|anchor=CallbackReports
|alignment=Vertical
|structuredtext====Callback reporting===
You can generate both real-time and historical reports for callbacks. For real-time reporting, you require {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT|display text=Genesys Pulse}}. For historical reporting, you require {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|display text=Genesys Customer Experience Insights (GCXI)}}. For more information about callback reporting, see {{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=GES|anchor=callbackreporting|display text=Callback reports}}.
|Status=No
}}
|PEPageType=f94c5001-0cfd-4352-ace3-a27b07d5f3a1
}}

← Older revision		Revision as of 10:31, February 23, 2023
Line 15:		Line 15:

	*Google Kubernetes Engine (GKE)		*Google Kubernetes Engine (GKE)
−	*OpenShift Container Platform (OpenShift)
	*Azure Kubernetes Service (AKS)		*Azure Kubernetes Service (AKS)

@@ Line 16: / Line 16: @@
 *Google Kubernetes Engine (GKE)
 *OpenShift Container Platform (OpenShift)
 See the {{Link-AnywhereElse|product=ReleaseNotes|version=Current|manual=GenesysEngage-cloud|topic=Callback|display text=Callback Release Notes}} for information about when support was introduced.

@@ Line 59: / Line 59: @@
 |alignment=Vertical
 |structuredtext====Callback reporting===
-You can generate both real-time and historical reports for callbacks. For real-time reporting, you require {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT|display text=Genesys Pulse}}. For historical reporting, you require {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|display text=Genesys Customer Experience Insights (GCXI)}}. For more information about callback reporting, see {{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=GES|anchor=callbackreporting|display text=Callback reports}}.
+You can generate both real-time and historical reports for callbacks. For real-time reporting, you require {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=PulsePEGuide|display text=Genesys Pulse}}. For historical reporting, you require {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=GCXIPEGuide|display text=Genesys Customer Experience Insights (GCXI)}}. For more information about callback reporting, see {{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=GES|anchor=callbackreporting|display text=Callback reports}}.
 |Status=No
 }}
 |PEPageType=f94c5001-0cfd-4352-ace3-a27b07d5f3a1
 }}

@@ Line 6: / Line 6: @@
 |Section={{Section
 |alignment=Vertical
 |structuredtext=Welcome to the ''Genesys Callback Private Edition Guide''. This document explains the provisioning, deployment, configuration, and start procedures for Genesys Callback. The microservice that provides the callback functionality is called Genesys Engagement Service. Because this guide covers the deployment of the service, Genesys Engagement Service and GES terminology is used in much of the descriptive text and in any sample commands.
-Genesys offers classic callback services, allowing consumers to request a callback as soon as an agent with the correct skills is available or to schedule the callback for a specific day and time that is convenient. In addition, Genesys offers robust and feature-rich callback services so you can use Push Notifications and CAPTCHA widgets with your callback offering. You can monitor and manage your callback services in a UI, which includes a view of your callback queues. Key components of the consumer's app or web journey can be preserved for agent or reporting use.
+*Google Kubernetes Engine (GKE)
 On top of the traditional callback services and scenarios, Genesys also offers the Click-To-Call feature, which lets consumers call your contact center by simply tapping a button in your mobile app.

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=No
-|DisplayName=About Genesys Multicloud CXment Service/Callback
+|DisplayName=About Genesys Engagement Service/Callback
-|Context=Learn about Genesys Multicloud CXment Service/Callback and how it works in Genesys Multicloud CX private edition.
+|Context=Learn about Genesys Engagement Service/Callback and how it works in Genesys Multicloud CX private edition.
 |ComingSoon=No
 |Section={{Section
 |alignment=Vertical
-|structuredtext=Welcome to the ''Genesys Callback Private Edition Guide''. This document explains the provisioning, deployment, configuration, and start procedures for Genesys Callback. The microservice that provides the callback functionality is called Genesys Multicloud CXment Service. Because this guide covers the deployment of the service, Genesys Multicloud CXment Service and GES terminology is used in much of the descriptive text and in any sample commands.
+|structuredtext=Welcome to the ''Genesys Callback Private Edition Guide''. This document explains the provisioning, deployment, configuration, and start procedures for Genesys Callback. The microservice that provides the callback functionality is called Genesys Engagement Service. Because this guide covers the deployment of the service, Genesys Engagement Service and GES terminology is used in much of the descriptive text and in any sample commands.
 Genesys offers classic callback services, allowing consumers to request a callback as soon as an agent with the correct skills is available or to schedule the callback for a specific day and time that is convenient. In addition, Genesys offers robust and feature-rich callback services so you can use Push Notifications and CAPTCHA widgets with your callback offering. You can monitor and manage your callback services in a UI, which includes a view of your callback queues. Key components of the consumer's app or web journey can be preserved for agent or reporting use.
@@ Line 30: / Line 30: @@
 Callback supports integration with Push Notifications and CAPTCHA widgets.
-Genesys Callback is enabled by [https://developer.genesyscloud.com/reference/engagement/ Genesys Multicloud CXment Services REST APIs]. The Callback APIs are:
+Genesys Callback is enabled by [https://developer.genesyscloud.com/reference/engagement/ Genesys Engagement Services REST APIs]. The Callback APIs are:
 *[https://developer.genesyscloud.com/reference/engagement/Callbacks/index.html Callbacks]: Create, retrieve, cancel callbacks.