Difference between revisions of "Draft:PEC-Voice"

Latest revision as of 14:31, July 29, 2022

This is a draft page; the published version of this page can be found at PEC-Voice.

Click on any of the following to see the documentation for that version:

Internal

How voice works

Release Notes

Agent Workspace Release Notes

Administrator

Supervisor

Agent

Developer

Additional Resources

@@ Line 1: / Line 1: @@
 {{MintyDocsProduct
 |displayname=Voice
-|contentarea=Multicloud
+|contentarea=Genesys Multicloud CX
 |landingpage=No
 |definition=Incorporates voice interactions into your customers’ overall engagement history, routing them to the agents whose expertise best matches their needs.
@@ Line 14: / Line 14: @@
 |Platform=GenesysEngage-cloud
 |Type=Release Notes
-|Links=*[https://docs.genesys.com/Documentation/PSAAS/Public/RN/AD Agent Desktop Release Notes]
+|Links=*[https://docs.genesys.com/Documentation/PSAAS/Public/RN/AD Agent Workspace Release Notes]
 }}{{MintyDocsProductLandingSections
 |Platform=GenesysEngage-cloud
@@ Line 22: / Line 22: @@
 *{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=CC_options_overview|display text=Set up the desktop}}
 *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=RouteCall|display text=Route calls}}
+*{{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=GES|display text=Add in-queue callback services}}
+*{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=Administrator|display text=Manage reporting environments}}
 }}{{MintyDocsProductLandingSections
 |Platform=GenesysEngage-cloud
 |Type=Supervisor Features
 |Title=Supervisor
-|Links=*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Supervisor|topic=ADsuper|anchor=mon|display text=Monitor agent activity}}
+|Links=*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Supervisor|topic=ADsuper|anchor=mon|display text=Monitor a voice call}}
+*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Supervisor|topic=ADsuper|anchor=CoachVoice|display text=Coach an agent on a call}}
+*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Supervisor|topic=ADsuper|anchor=Barge|display text=Barge in on a call}}
 *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADTeamCommunicator|display text=Make a call}}
 *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADintinter|display text=Make an internal call}}
-*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Handle calls}}
+*{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|topic=HRCXIIncludedReports|display text=View historical reports}}
-*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Supervisor|topic=ADsuper|anchor=CoachVoice|display text=Coach agents}}
-*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Supervisor|topic=ADsuper|anchor=Barge|display text=Barge in on calls}}
 }}{{MintyDocsProductLandingSections
 |Platform=GenesysEngage-cloud
@@ Line 44: / Line 46: @@
 |Title=Developer
 |Links=*[https://developer.genesyscloud.com/ Developer Center]
+*{{Link-AnywhereElse|product=WID|version=Current|manual=SDK|topic=Callback-combined|display text=Callback Widget}}
 }}{{MintyDocsProductLandingSections
 |Platform=GenesysEngage-cloud
 |Type=Additional Resources
-|Links=*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVideos|display text=Agent Desktop videos}}
+|Links=*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVideos|display text=Agent Workspace videos}}
-*[https://community.genesys.com/communities/pureengagecloud?CommunityKey=1d65ddfe-95e6-4f83-a3a4-961f097e0a84 Genesys Engage cloud community]
+*[https://community.genesys.com/communities/pureengagecloud?CommunityKey=1d65ddfe-95e6-4f83-a3a4-961f097e0a84 Genesys Multicloud CX community]
 *[https://genesyspartner.force.com/customercare/GenesysSearchExternal#t=CustomerCareArticles&sort=relevancy&f:@sfkbdccloudproductexpanded=%5BAll%7CBusiness%2FEnterprise%20Edition%7CConfiguration%20Environment,All%7CBusiness%2FEnterprise%20Edition%7CTelephony%5D Voice-related Knowledge Base articles]
 }}