PEC-Email/HIW - Revision history

WikiSysop at 19:19, July 28, 2022

2022-07-28T19:19:56Z

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

2021-11-09T20:29:04Z

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

Peter.chaplin@genesys.com: Published

2021-03-31T19:19:29Z

Published

Valentina.petrov@genesys.com: Published

2020-11-17T17:50:40Z

Published

Brian.marshall@genesys.com: Published

2020-11-06T20:40:28Z

Published

Jerickso: Published

2020-09-11T23:12:03Z

Published

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

2020-07-25T02:31:11Z

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

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

2020-07-15T11:46:27Z

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

Jerickso: Published

2020-06-09T00:55:10Z

Published

Bgrenon: Published

2020-06-08T16:39:14Z

Published

New page

{{HIW
|product=
|Standalone=
|DisplayName=How email works
|Application=Agent Desktop, Agent Setup
|Role=Administrator, Agent, Supervisor
|TocName=Email
|UseCase=CE16
|Platform=PureEngage
|ComingSoon=No
|Context=Genesys email ensures that customers are provided a pleasant information narrative; agents receive the right emails for their skills and the best resources to respond to those emails.<br />
|featurename=email
|ShortDescription=Genesys email enables:

*Monitoring of inbound mailboxes
*Automated responses to incoming emails
*Routing of email to the best-fit agents based on content analysis
*Supervisor review of outgoing emails
|overviewtext=Genesys email includes:

*Monitoring of inbound mailboxes
*Automated responses to incoming emails
*Routing of email to the best-fit agents based on content analysis
*Supervisor review of outgoing emails
|featureoverview=Email setup and handling uses various applications:

*Provision mailboxes and agent features in Agent Setup
*Set up your email routing in Designer
*Create standard responses in eServices Manager
*Send and respond to emails in Agent Desktop<br />
|FeatureSection={{FeatureSection
|featureheading=Mailboxes
|relatedapps=Agent Setup
|users=Administrators
|anchor=box
|description=Use Agent Setup to designate your incoming and outgoing mailboxes. You can also create email aliases that agents can choose as their From address.
|relatedarticles={{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Email_addresses_and_mailboxes}}
}}{{FeatureSection
|featureheading=Routing
|relatedapps=Designer
|users=Administrators
|anchor=route
|description=Genesys provides a basic email routing strategy, enabling you to distribute email according to agent skills, agent group, priority, or other criteria. Use Designer to make changes and additions to that strategy.
|relatedarticles={{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=SendEmail}}

{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=AutomatedMessage|display text=Send an automated response}}

{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=AutomatedMessage|display text=Set a From address}}
}}{{FeatureSection
|featureheading=Interactions
|relatedapps=Agent Desktop, Agent Setup
|users=Administrators, Agents, Supervisors
|anchor=interactions
|description=Agents use Agent Desktop to send new and reply emails to customers, adding standard responses as needed. Supervisors use Agent Desktop to review, edit, or return an outbound email to the agent for editing. Administrators use Agent Setup to determine what agents can and can't do, such as Reply All and Forward. Administrators can also set up standard responses that agents can use in drafting replies.
|relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADemail|display text=Email for agents}}

{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Supervisor|topic=ADsuper|anchor=HowdoImanagetheStateofmyagents.3F|display text=Email for supervisors}}

{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Email_options}}

{{Link-AnywhereElse|product=PEC-ES|version=Current|manual=Administrator|topic=categSR}}
}}
|HIWSection=
|advanced=No
}}

@@ Line 7: / Line 7: @@
 |Platform=GenesysEngage-cloud
 |Role=Administrator, Agent, Supervisor
-|Application=Agent Desktop, Agent Setup, Intelligent Workload Distribution
+|Application=Agent Workspace, Agent Setup, Intelligent Workload Distribution
 |featurename=Email
 |ShortDescription=Genesys Email classic enables:
@@ Line 37: / Line 37: @@
 *Provision mailboxes and agent features in Agent Setup.
 *Create standard responses in eServices Manager.
-*Send and respond to emails in Agent Desktop.
+*Send and respond to emails in Agent Workspace.
 Engage cloud Email uses various applications:
@@ Line 44: / Line 44: @@
 *Provision agent features in Agent Setup.
 *Create standard responses in eServices Manager or Designer, depending on your implementation.
-*Send and respond to emails in Agent Desktop.<br />
+*Send and respond to emails in Agent Workspace.<br />
 |FeatureSection={{FeatureSection
 |featureheading=Mailboxes
@@ Line 58: / Line 58: @@
 }}{{FeatureSection
 |featureheading=Interactions
-|relatedapps=Agent Desktop, Agent Setup
+|relatedapps=Agent Workspace, Agent Setup
 |users=Administrators, Agents, Supervisors
 |anchor=interactions
-|description=Agents use Agent Desktop to send new and reply emails to customers, adding standard responses as needed. Supervisors use Agent Desktop to review, edit, or return an outbound email to the agent for editing. Administrators use Agent Setup to determine what agents can and can't do, such as Reply All and Forward. Administrators can also set up standard responses that agents can use in drafting replies.
+|description=Agents use Agent Workspace to send new and reply emails to customers, adding standard responses as needed. Supervisors use Agent Workspace to review, edit, or return an outbound email to the agent for editing. Administrators use Agent Setup to determine what agents can and can't do, such as Reply All and Forward. Administrators can also set up standard responses that agents can use in drafting replies.
 |relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADemail|display text=Email for agents}}
@@ Line 77: / Line 77: @@
 |relatedapps=Pulse Reporting, Reporting GCXI
 |users=Administrators, Supervisors, Agents
-|description=Supervisors and administrators can analyze current email and agent activity through Workload Manager and Pulse dashboards and reports. They can use Genesys CX Insights to analyze historical events and long-term trends. Agents can analyze their own activity through reports built into Agent Desktop.
+|description=Supervisors and administrators can analyze current email and agent activity through Workload Manager and Pulse dashboards and reports. They can use Genesys CX Insights to analyze historical events and long-term trends. Agents can analyze their own activity through reports built into Agent Workspace.
 |relatedarticles={{Link-Standalone|topic=PEC-REP/HIW|standalone|display text=How Reporting works}}

@@ Line 16: / Line 16: @@
 *Supervisor review of outgoing emails
-Genesys Engage cloud Email enables all the features of Email classic, plus:
+Genesys Multicloud CX Email enables all the features of Email classic, plus:
 *Routing of email to the best-fit agents based on both content analysis and your Categories and Prioritization schemas for Engage cloud Email
@@ Line 29: / Line 29: @@
 *Supervisor review of outgoing emails.
-Genesys Engage cloud Email enables all the features of Email classic, plus:
+Genesys Multicloud CX Email enables all the features of Email classic, plus:
 *Routing of email to the best-fit agents based on content analysis plus your Categories and Prioritization schemas for Engage cloud Email.

@@ Line 2: / Line 2: @@
 |DisplayName=How email works
 |TocName=Email
-|Context=Genesys email ensures that customers are provided a pleasant information narrative; agents receive the right emails for their skills and the best resources to respond to those emails.<br />
+|Context=Genesys email ensures that agents receive the right emails for their skills and the best resources to respond to those emails and provide an excellent customer experience. There are two email solutions: Email classic and Engage cloud Email.<br />
 |UseCase=CE16
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Role=Administrator, Agent, Supervisor
-|Application=Agent Desktop, Agent Setup
+|Application=Agent Desktop, Agent Setup, Intelligent Workload Distribution
-|featurename=email
+|featurename=Email
-|ShortDescription=Genesys email enables:
+|ShortDescription=Genesys Email classic enables:
 *Monitoring of inbound mailboxes
@@ Line 15: / Line 15: @@
 *Routing of email to the best-fit agents based on content analysis
 *Supervisor review of outgoing emails
-*Monitoring of inbound mailboxes
+Genesys Engage cloud Email enables all the features of Email classic, plus:
 *Automated responses to incoming emails
-*Routing of email to the best-fit agents based on content analysis
+*Routing of email to the best-fit agents based on both content analysis and your Categories and Prioritization schemas for Engage cloud Email
-*Supervisor review of outgoing emails
+*Near real-time dashboards for monitoring your backlog
-|featureoverview=Email setup and handling uses various applications:
-*Provision mailboxes and agent features in Agent Setup
+*Provision mailboxes and auto-acknowledgments in Intelligent Workload Distribution.
-*Create standard responses in eServices Manager
+*Provision agent features in Agent Setup.
-*Send and respond to emails in Agent Desktop<br />
+*Create standard responses in eServices Manager or Designer, depending on your implementation.
 |FeatureSection={{FeatureSection
 |featureheading=Mailboxes
-|relatedapps=Agent Setup
+|relatedapps=Agent Setup, IWD
 |users=Administrators
 |anchor=box
-|description=Use Agent Setup to designate your incoming and outgoing mailboxes. You can also create email aliases that agents can choose as their From address.
+|description=With Email classic, use Agent Setup to designate your incoming and outgoing mailboxes. You can also create email aliases that agents can choose as their From address.
 |relatedarticles={{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Email_addresses_and_mailboxes}}
 }}{{FeatureSection
 |featureheading=Interactions
@@ Line 45: / Line 68: @@
 {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Email_options}}
-{{Link-AnywhereElse|product=PEC-ES|version=Current|manual=Administrator|topic=categSR|display text=Creating standard responses}}
+{{Link-AnywhereElse|product=PEC-ES|version=Current|manual=Administrator|topic=categSR|display text=Creating standard responses}} (eServices Manager)
 {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADResponses|display text=Standard responses for agents}}
 }}
 |advanced=No
 }}

PEC-Email/HIW - Revision history

WikiSysop at 19:19, July 28, 2022

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

Peter.chaplin@genesys.com: Published

Valentina.petrov@genesys.com: Published

Brian.marshall@genesys.com: Published

Jerickso: Published

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

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

Jerickso: Published

Bgrenon: Published

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

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