Difference between revisions of "PEC-Email/HIW"

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m (Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2")
 
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{{HIW
 
{{HIW
−
|product=
 
−
|Standalone=
 
 
|DisplayName=How email works
 
|DisplayName=How email works
−
|Application=Agent Desktop, Agent Setup
 
−
|Role=Administrator, Agent, Supervisor
 
 
|TocName=Email
 
|TocName=Email
 +
|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
 
|UseCase=CE16
−
|Platform=GenesysEngage-onpremises
 
 
|ComingSoon=No
 
|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 />
+
|Platform=GenesysEngage-cloud
−
|featurename=email
+
|Role=Administrator, Agent, Supervisor
−
|ShortDescription=Genesys email enables:
+
|Application=Agent Workspace, Agent Setup, Intelligent Workload Distribution
 +
|featurename=Email
 +
|ShortDescription=Genesys Email classic enables:
  
 
*Monitoring of inbound mailboxes
 
*Monitoring of inbound mailboxes
Line 17: Line 15:
 
*Routing of email to the best-fit agents based on content analysis
 
*Routing of email to the best-fit agents based on content analysis
 
*Supervisor review of outgoing emails
 
*Supervisor review of outgoing emails
−
|overviewtext=Genesys email includes:
 
  
−
*Monitoring of inbound mailboxes
+
Genesys Multicloud CX 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:  
+
 
 +
<br />
 +
|overviewtext=Genesys Email classic 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.
 +
 
 +
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.
 +
*Near real-time dashboards for monitoring your backlog.
 +
|featureoverview=Email classic uses various applications:
 +
 
 +
*Provision mailboxes and agent features in Agent Setup.
 +
*Create standard responses in eServices Manager.
 +
*Send and respond to emails in Agent Workspace.
 +
 
 +
Engage cloud Email uses various applications:
  
−
*Provision mailboxes and agent features in Agent Setup
+
*Provision mailboxes and auto-acknowledgments in Intelligent Workload Distribution.
−
*Set up your email routing in Designer
+
*Provision agent features in Agent Setup.
−
*Create standard responses in eServices Manager
+
*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
 
|FeatureSection={{FeatureSection
 
|featureheading=Mailboxes
 
|featureheading=Mailboxes
−
|relatedapps=Agent Setup
+
|relatedapps=Agent Setup, IWD
 
|users=Administrators
 
|users=Administrators
 
|anchor=box
 
|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=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}}  
+
With Engage cloud Email, use Intelligent Workload Distribution to designate your incoming and outgoing mailboxes. To create email aliases that agents can choose as their From address, continue to use Agent Setup.
 +
|relatedarticles={{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Email_addresses_and_mailboxes|display text=Email classic addresses and mailboxes}}
  
−
{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=AutomatedMessage|display text=Set a From address}}
+
{{Link-AnywhereElse|product=PEC-IWD|version=Current|manual=Administrator|topic=IWDMailboxes|display text=Engage cloud Email addresses and mailboxes}}
 
}}{{FeatureSection
 
}}{{FeatureSection
 
|featureheading=Interactions
 
|featureheading=Interactions
−
|relatedapps=Agent Desktop, Agent Setup
+
|relatedapps=Agent Workspace, Agent Setup
 
|users=Administrators, Agents, Supervisors
 
|users=Administrators, Agents, Supervisors
 
|anchor=interactions
 
|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}}
 
|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-AD|version=Current|manual=Supervisor|topic=ADsuper|anchor=rev|display text=Email for supervisors}}
  
 
{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Email_options}}
 
{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Email_options}}
  
−
{{Link-AnywhereElse|product=PEC-ES|version=Current|manual=Administrator|topic=categSR}}
+
{{Link-AnywhereElse|product=PEC-ES|version=Current|manual=Administrator|topic=categSR|display text=Creating standard responses}} (eServices Manager)
 +
 
 +
{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=StandardResponses|display text=Creating standard responses}} (Designer)
 +
 
 +
{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADResponses|display text=Standard responses for agents}}
 +
}}{{FeatureSection
 +
|featureheading=Reporting
 +
|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 Workspace.
 +
|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-AD|version=Current|manual=Agent|topic=ADNav|anchor=PerformanceTracker}}
 +
 
 +
{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=Administrator|display text=Manage reporting environments}}
 
}}
 
}}
−
|HIWSection=
 
 
|advanced=No
 
|advanced=No
 
}}
 
}}

Latest revision as of 19:19, July 28, 2022

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.

What Email does[edit source]

Genesys Email classic 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.

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.
  • Near real-time dashboards for monitoring your backlog.

How Email works[edit source]

Email classic uses various applications:

  • Provision mailboxes and agent features in Agent Setup.
  • Create standard responses in eServices Manager.
  • Send and respond to emails in Agent Workspace.

Engage cloud Email uses various applications:

  • Provision mailboxes and auto-acknowledgments in Intelligent Workload Distribution.
  • 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 Workspace.

Mailboxes

Agent-setup.png
Agent Setup

Players: Administrators

Actions: 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.

With Engage cloud Email, use Intelligent Workload Distribution to designate your incoming and outgoing mailboxes. To create email aliases that agents can choose as their From address, continue to use Agent Setup.

Email classic addresses and mailboxes

Engage cloud Email addresses and mailboxes

Interactions

Agent-setup.png
Agent Setup

Players: Administrators, Agents, Supervisors

Actions: 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.

Email for agents

Email for supervisors

Email channel options

Creating standard responses (eServices Manager)

Creating standard responses (Designer)

Standard responses for agents

Reporting

Pulse.png
Pulse Reporting

Gcxi-reporting.png
Reporting GCXI

Players: Administrators, Supervisors, Agents

Actions: 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.

How Reporting works

Get Started with Genesys Pulse

Get started with Genesys CX Insights

Navigating Agent Workspace

Manage reporting environments

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