UseCases/Current/GenesysEngage-onpremises/EE30 - Revision history

Shlandy93: UCC: Updated Agent Desktop to Agent Workspace

2022-08-22T15:55:24Z

UCC: Updated Agent Desktop to Agent Workspace

Shane.landy@genesys.com: UCC: Moved platform assumptions under general assumptions

2021-02-25T17:44:01Z

UCC: Moved platform assumptions under general assumptions

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/EE30 to UseCases/Current/GenesysEngage-onpremises/EE30: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:49Z

WikiSysop moved page UseCases/Current/PureEngage/EE30 to UseCases/Current/GenesysEngage-onpremises/EE30: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 12:32, March 31, 2020

2020-03-31T12:32:11Z

Shlandy93 at 18:57, March 10, 2020

2020-03-10T18:57:49Z

Bgrenon: Text replacement - "\|SMART_HybridAssumptions={{SMART HybridAssumptions \|Hybrid_Assumption=(.*) }}" to "|DocVersion=$1"

2020-01-20T21:58:56Z

Text replacement - "\|SMART_HybridAssumptions={{SMART HybridAssumptions \|Hybrid_Assumption=(.*) }}" to "|DocVersion=$1"

Bgrenon: 1 revision imported

2019-04-24T12:24:08Z

1 revision imported

Shlandy93: Published

2019-04-24T12:24:07Z

Published

WikiSysop: 1 revision imported: Updating for Maturity Level

2019-04-22T13:10:46Z

1 revision imported: Updating for Maturity Level

Bgrenon: 1 revision imported

2019-04-22T10:00:00Z

1 revision imported

@@ Line 21: / Line 21: @@
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessImage=https://www.lucidchart.com/documents/edit/9b248d90-4c43-4379-ac48-82f7d9e243f1/0
-|BusinessFlowDescription=# Customer makes a call.
+|BusinessFlowDescription=#Customer makes a call.
-# IVR announces recording.
+#IVR announces recording.
-# Call is processed according to the inbound use case.
+#Call is processed according to the inbound use case.
-# Selective recording metadata triggers are met: percentage, business unit, customer type, language.
+#Selective recording metadata triggers are met: percentage, business unit, customer type, language.
-# Call is routed according to the inbound use case, with the recording flag set.
+#Call is routed according to the inbound use case, with the recording flag set.
-# Interaction Recording starts recording.
+#Interaction Recording starts recording.
-#* Agent pauses or resumes the recording.
+#*Agent pauses or resumes the recording.
-# Customer or agent disconnects the call.
+#Customer or agent disconnects the call.
-# Interaction Recording stops and stores the recording.
+#Interaction Recording stops and stores the recording.
-# Supervisor listens to the recording.
+#Supervisor listens to the recording.
-# Interaction Recording archives and purges the recordings.
+#Interaction Recording archives and purges the recordings.
 }}
 |BusinessLogic=Details of the business flow described in the previous section depend on how the system is set up for your environment. This section describes the available options and how Genesys Professional Services does the initial setup for your environment.
@@ Line 41: / Line 41: @@
 Access control to recordings is managed by user roles and associated permissions as well as by the organizational hierarchy defined for the individual agents. This use case includes a default set of roles that can be provided upon request.
 ====Pause / Resume recording====
-The ability for an agent to pause / resume a recording from his agent desktop is enabled or disabled based on customer requirements.
+The ability for an agent to pause / resume a recording from their agent workspace is enabled or disabled based on customer requirements.
 ====Routing Rule====
 The rule by which the decision to record is set. Requires a decision block within the routing strategy prior to the TRouteCall.
 Configure the TRouteCall request in the routing strategy to include the key record, with the values:
 * '''destination''' for agent-side recording—Recording stops when the agent transfers the call, unless recording is set up on the new routing point.
-* '''source''' for customer-side recording—Recording stops when the customer leaves the call.
+*'''destination''' for agent-side recording—Recording stops when the agent transfers the call, unless recording is set up on the new routing point.
 ====Attached Data====
 Add the following attached data key to prescribe the partitions with which the recording is to be associated.
 * GRECORD_PARTITIONS
 |DistributionLogic=N/A
-|CustomerInterfaceRequirements=N/A
+|AgentDeskRequirements=Using Agent Workspace, the agent can pause or resume a recording when confidential information is passed via the call.
 |RealTimeReporting=N/A
 |HistoricalReporting=Historical reporting is provided by templates in the SpeechMiner UI (business interface), which is part of Genesys Interaction Recording.
 In addition to the historical reporting, Genesys Interaction Recording provides audit logs for recording access. These audit logs contain the following information:
 * Who accessed a recording
-* Which recording
+*Who accessed a recording
-* When accessed
+*Which recording
-* Deletions
+*When accessed
-* Playback requests
+*Deletions
-* Exports
+*Playback requests
-* Report exports
+*Exports
-* Customer ID
+*Report exports
-* Interaction Type
+*Customer ID
-* Reason Code
+*Interaction Type
-* All attached metadata
+*Reason Code
-* Archive and Purging logs
+*All attached metadata
-|RequiresOr=EE07, EE08
+*Archive and Purging logs
 |GeneralAssumptions=* The Record Interactions – Base package supports up to 100% selective voice recording based on Recording Rules, at the DN level only (no other recording methods).
 * Apache is the only load balancer currently supported for GIR.
@@ Line 85: / Line 86: @@
 ** High Availability for the Apache load balancer
 ** Provisioning of recordings from other vendors
 |DocVersion=v 1.0.3
 |SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=*The Record Interactions – Base package supports up to 100% selective voice recording based on Recording Rules, at the DN level only (no other recording methods).

@@ Line 72: / Line 72: @@
 * Archive and Purging logs
 |RequiresOr=EE07, EE08
-|PremiseAssumptionsAdditional=* The Record Interactions – Base package supports up to 100% selective voice recording based on Recording Rules, at the DN level only (no other recording methods).
+|GeneralAssumptions=* The Record Interactions – Base package supports up to 100% selective voice recording based on Recording Rules, at the DN level only (no other recording methods).
 * Apache is the only load balancer currently supported for GIR.
 * GIR MCPs will not be shared with GVP.
@@ Line 85: / Line 85: @@
 ** High Availability for the Apache load balancer
 ** Provisioning of recordings from other vendors
 |DocVersion=v 1.0.3
 |SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=*The Record Interactions – Base package supports up to 100% selective voice recording based on Recording Rules, at the DN level only (no other recording methods).

@@ Line 16: / Line 16: @@
 |MaturityLevel=Defined
 |SellableItems=No sellable items, Please reference prerequisits
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * The Record Interactions – Base package supports up to 100% selective voice recording based on Recording Rules, at the DN level only (no other recording methods).
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessImage=https://www.lucidchart.com/documents/edit/9b248d90-4c43-4379-ac48-82f7d9e243f1/0

@@ Line 11: / Line 11: @@
 This solution enables the modern contact center to record selective customer interaction, allowing the contact center to improve recording control and target discreet interactions for recording.
 |UCSummary=This use case allows for selective recording of agent for review purposes based on metadata such as percentage-based, business-unit based, and customer type-based interactions.
-|PainPoints=* A need to monitor team performance.
+|PainPoints=*A need to monitor team performance.
-* Need to guard your customer experience.
+*Need to guard your customer experience.
-|DesiredState=* <span style="display: inline !important; float: none; background-color: transparent; color: rgb(0, 0, 0); font-family: Calibri,Calibri_MSFontService,Sans-Serif; font-size: 15.8px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: 0px; line-height: 0px; -ms-touch-select: none; -ms-user-select: text; orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">Define recording rules to capture the interactions needed to address the concern.</span>
+|DesiredState=* Define recording rules to capture the interactions needed to address the concern.
 |MaturityLevel=Defined
 |SellableItems=No sellable items, Please reference prerequisits

@@ Line 86: / Line 86: @@
 ** Provisioning of recordings from other vendors
 |CloudAssumptionsAdditional=This use case is available in the cloud
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+|DocVersion=v 1.0.3
 |SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=*The Record Interactions – Base package supports up to 100% selective voice recording based on Recording Rules, at the DN level only (no other recording methods).
 *Apache is the only load balancer currently supported for GIR.

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