PEC-Voice/HIW - Revision history

WikiSysop at 19:20, July 28, 2022

2022-07-28T19:20:50Z

Peter.chaplin@genesys.com: Published

2021-08-05T12:57:27Z

Published

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

2020-07-25T02:34:29Z

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

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

2020-07-15T11:46:06Z

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

Jerickso: Published

2020-06-09T01:02:43Z

Published

Jerickso: Published

2020-06-09T01:01:52Z

Published

Bgrenon: Published

2020-06-08T16:39:54Z

Published

New page

{{HIW
|product=
|Standalone=
|DisplayName=How voice works
|Application=Agent Desktop, Agent Setup, Designer
|Role=Administrator, Agent, Supervisor
|TocName=How voice works
|UseCase=CE01, CE02, CE03
|Platform=PureEngage
|ComingSoon=No
|Context=Inbound voice processes calls and distributes them to the right agents at the right time.
|featurename=Voice
|ShortDescription=Using caller input and caller ID, inbound voice routes calls based on agent skills, service levels, caller history, or other criteria.
|overviewtext=Using caller input (such as interactive voice response (IVR)) and caller ID contact information, inbound voice routes calls based on agent skills, service levels, caller history, or other criteria.
|featureoverview=While Genesys handles much of the initial configuration of inbound voice, you use Agent Setup and Platform Administration to tailor the configuration, Designer to set up call routing and IVRs, and Agent Desktop and Genesys Softphone to handle calls. You can also record calls, view reports, and add functionality such as Callback.
|FeatureSection={{FeatureSection
|featureheading=Voice setup
|relatedapps=Agent Setup, Designer
|users=Administrators
|anchor=
|description=Use Agent Setup to configure Voice channel options as well as agents and skills, Designer and IVR Administration to manage IVRs, and Platform Administration to manage voicemail.
|relatedarticles={{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Voice_options}}

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

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

{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=UserIntBlocks|display text=Create IVRs}}

{{Link-AnywhereElse|product=PEC-IVR|version=Current|manual=Administrator|topic=ManageDID|display text=Manage DID Groups}}

{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Voicemail|display text=Manage voicemail}}
}}{{FeatureSection
|featureheading=Call routing
|relatedapps=Designer
|users=Administrators
|anchor=
|description=Genesys provides a basic routing strategy that sends calls to agents and provides IVR menus. You can use Designer to modify existing strategies and create new ones.
|relatedarticles={{Link-Standalone|topic=PEC-ROU/HIW|standalone|display text=How routing works}}

{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ApplicationsBar|display text=Designer applications}}

{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=Menu|display text=Menu (IVR/DTMF) block}}

{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=RouteCall}}
}}{{FeatureSection
|featureheading=Call handling
|relatedapps=Agent Desktop
|users=Agents, Supervisors
|anchor=
|description=Agent Desktop enables your agents and supervisors to handle voice interactions with contacts or team members, including conferences, consultations, and call recordings.
|relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Call handling}}

{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADintinter}}
}}{{FeatureSection
|featureheading=Call recording
|relatedapps=Recording
|users=Administrators, Supervisors
|anchor=
|description=You can record calls, then analyze the recordings to assess customer satisfaction, monitor quality, and improve agent performance.
|relatedarticles={{Link-Standalone|topic=PEC-REC/HIW|standalone|display text=How Recording works}}
}}{{FeatureSection
|featureheading=Reporting
|relatedapps=Pulse Reporting, Reporting GCXI
|users=Administrators, Supervisors, Agents
|anchor=
|description=Supervisors and administrators can analyze current call activity through Pulse dashboard reports and the Queue KPI report. They can use Genesys CX Insights and Genesys GVP to analyze historical events and long-term trends. Agents can analyze their own activity through reports built into Agent Desktop.
|relatedarticles={{Link-Standalone|topic=PEC-REP/HIW|standalone|display text=How Reporting works}}

{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT|topic=GetStarted}}

{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|topic=GetStarted}}

{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=GVP|topic=GetStarted}}

{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADNav|anchor=PerformanceTracker}}
}}{{FeatureSection
|featureheading=Callback
|relatedapps=Agent Desktop, Callback
|users=Administrators, Agents
|anchor=
|description=Genesys Callback, which takes its name from the most typical form of deferred voice connection, supports a range of callback scenarios, including the classic callback offered by an IVR as well as call-ins that your customers initiate from your mobile app. Callbacks appear as standard calls to agents in Agent Desktop.
|relatedarticles={{Link-Standalone|topic=PEC-CAB/HIW|standalone|display text=How Callback works}}
}}
|HIWSection=
}}

@@ Line 7: / Line 7: @@
 |Platform=GenesysEngage-cloud
 |Role=Administrator, Agent, Supervisor
-|Application=Agent Desktop, Agent Setup, Designer
+|Application=Agent Workspace, Agent Setup, Designer
 |featurename=Voice
 |ShortDescription=Using caller input and caller ID, inbound voice routes calls based on agent skills, service levels, caller history, or other criteria.
 |overviewtext=Using caller input (such as interactive voice response (IVR)) and caller ID contact information, inbound voice routes calls based on agent skills, service levels, caller history, or other criteria.
-|featureoverview=While Genesys handles much of the initial configuration of inbound voice, you use Agent Setup and Platform Administration to tailor the configuration, Designer to set up call routing and IVRs, and Agent Desktop and Genesys Softphone to handle calls. You can also record calls, view reports, and add functionality such as Callback.
+|featureoverview=While Genesys handles much of the initial configuration of inbound voice, you use Agent Setup and Platform Administration to tailor the configuration, Designer to set up call routing and IVRs, and Agent Workspace and Genesys Softphone to handle calls. You can also record calls, view reports, and add functionality such as Callback.
 |FeatureSection={{FeatureSection
 |featureheading=Voice setup
@@ Line 42: / Line 42: @@
 }}{{FeatureSection
 |featureheading=Call handling
-|relatedapps=Agent Desktop
+|relatedapps=Agent Workspace
 |users=Agents, Supervisors
-|description=Agent Desktop enables your agents and supervisors to handle voice interactions with contacts or team members, including conferences, consultations, and call recordings.
+|description=Agent Workspace enables your agents and supervisors to handle voice interactions with contacts or team members, including conferences, consultations, and call recordings.
 |relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Call handling}}
@@ Line 56: / Line 56: @@
 }}{{FeatureSection
 |featureheading=Callback
-|relatedapps=Agent Desktop, Callback
+|relatedapps=Agent Workspace, Callback
 |users=Administrators, Agents
-|description=Genesys Callback, which takes its name from the most typical form of deferred voice connection, supports a range of callback scenarios, including the classic callback offered by an IVR as well as call-ins that your customers initiate from your mobile app. Callbacks appear as standard calls to agents in Agent Desktop.
+|description=Genesys Callback, which takes its name from the most typical form of deferred voice connection, supports a range of callback scenarios, including the classic callback offered by an IVR as well as call-ins that your customers initiate from your mobile app. Callbacks appear as standard calls to agents in Agent Workspace.
 |relatedarticles={{Link-Standalone|topic=PEC-CAB/HIW|standalone|display text=How Callback works}}
 }}{{FeatureSection
@@ Line 64: / Line 64: @@
 |relatedapps=Pulse Reporting, Reporting GCXI
 |users=Administrators, Supervisors, Agents
-|description=Supervisors and administrators can analyze current call activity through Pulse dashboard reports and the Queue KPI report. They can use Genesys CX Insights and Genesys GVP 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 call activity through Pulse dashboard reports and the Queue KPI report. They can use Genesys CX Insights and Genesys GVP 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 1: / Line 1: @@
 {{HIW
 |DisplayName=How voice works
 |TocName=How voice works
 |UseCase=CE01, CE02, CE03
 |Platform=GenesysEngage-cloud
-|ComingSoon=No
+|Role=Administrator, Agent, Supervisor
-|Context=Inbound voice processes calls and distributes them to the right agents at the right time.
+|Application=Agent Desktop, Agent Setup, Designer
 |featurename=Voice
 |ShortDescription=Using caller input and caller ID, inbound voice routes calls based on agent skills, service levels, caller history, or other criteria.
@@ Line 18: / Line 16: @@
 |relatedapps=Agent Setup, Designer
 |users=Administrators
 |description=Use Agent Setup to configure Voice channel options as well as agents and skills, Designer and IVR Administration to manage IVRs, and Platform Administration to manage voicemail.
 |relatedarticles={{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Voice_options}}
@@ Line 35: / Line 32: @@
 |relatedapps=Designer
 |users=Administrators
 |description=Genesys provides a basic routing strategy that sends calls to agents and provides IVR menus. You can use Designer to modify existing strategies and create new ones.
 |relatedarticles={{Link-Standalone|topic=PEC-ROU/HIW|standalone|display text=How routing works}}
@@ Line 43: / Line 39: @@
 {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=Menu|display text=Menu (IVR/DTMF) block}}
-{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=RouteCall}}
+{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=RouteCall|display text=Route call block}}
 }}{{FeatureSection
 |featureheading=Call handling
 |relatedapps=Agent Desktop
 |users=Agents, Supervisors
 |description=Agent Desktop enables your agents and supervisors to handle voice interactions with contacts or team members, including conferences, consultations, and call recordings.
 |relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Call handling}}
@@ Line 57: / Line 52: @@
 |relatedapps=Recording
 |users=Administrators, Supervisors
 |description=You can record calls, then analyze the recordings to assess customer satisfaction, monitor quality, and improve agent performance.
 |relatedarticles={{Link-Standalone|topic=PEC-REC/HIW|standalone|display text=How Recording works}}
 }}{{FeatureSection
 |featureheading=Reporting
 |relatedapps=Pulse Reporting, Reporting GCXI
 |users=Administrators, Supervisors, Agents
 |description=Supervisors and administrators can analyze current call activity through Pulse dashboard reports and the Queue KPI report. They can use Genesys CX Insights and Genesys GVP to analyze historical events and long-term trends. Agents can analyze their own activity through reports built into Agent Desktop.
 |relatedarticles={{Link-Standalone|topic=PEC-REP/HIW|standalone|display text=How Reporting works}}
@@ Line 75: / Line 74: @@
 {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADNav|anchor=PerformanceTracker}}
-}}{{FeatureSection
-|featureheading=Callback
+{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=Administrator|display text=Manage reporting environments}}
 }}
 }}

PEC-Voice/HIW - Revision history

WikiSysop at 19:20, July 28, 2022

Peter.chaplin@genesys.com: Published

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

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

Jerickso: Published

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"