Difference between revisions of "PEC-AD/HIW"

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m (Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2")
 
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{{HIW
 
{{HIW
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|product=
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|DisplayName=How Agent Workspace works
−
|Standalone=
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|TocName=How Agent Workspace works
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|DisplayName=How Agent Desktop works
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|Context=The Agent Workspace lets contact center agents and supervisors communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, such as chat, email, social media, SMS, WhatsApp, and workitems. Supervisors can use Workspace to monitor and coach their teams.
−
|Application=Agent Desktop, Agent Setup, Designer, Outbound
+
|UseCase=CE16, CE18, CE19, CE27, CE29
 +
|ComingSoon=No
 +
|Platform=GenesysEngage-cloud
 
|Role=Administrator, Agent, Supervisor
 
|Role=Administrator, Agent, Supervisor
−
|TocName=How Agent Desktop works
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|Application=Agent Workspace, Agent Setup, Designer, Outbound
−
|UseCase=CE16, CE18, CE19, CE27, CE29, EE07
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|featurename=Agent Workspace
−
|Platform=GenesysEngage-cloud
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|ShortDescription=The Agent Workspace lets contact center agents and supervisors communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, such as chat, email, social media, SMS, WhatsApp, and workitems.
−
|ComingSoon=No
+
|overviewtext=The Agent Workspace lets contact center agents and supervisors:
−
|Context=The Agent Desktop Workspace lets contact center agents and supervisors communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, such as chat, email, social media, SMS, WhatsApp, and workitems. Supervisors can use Workspace to monitor and coach their teams.
 
−
|featurename=Agent Desktop
 
−
|ShortDescription=The Agent Desktop Workspace lets contact center agents and supervisors communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, such as chat, email, social media, SMS, WhatsApp, and workitems.
 
−
|overviewtext=The Agent Desktop Workspace lets contact center agents and supervisors:
 
  
 
*communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, including voice, chat, email, social media, SMS, WhatsApp, and workitems
 
*communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, including voice, chat, email, social media, SMS, WhatsApp, and workitems
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*engage in co-browsing your corporate website
 
*engage in co-browsing your corporate website
 
*track customer journeys
 
*track customer journeys
−
|featureoverview=Use Genesys Agent Setup and Genesys Designer to enable channels and features of Agent Desktop and decide what capabilities you want your supervisors, agents, and agent groups to have to meet the goals of your contact center business needs.
+
|featureoverview=Use Genesys Agent Setup and Genesys Designer to enable channels and features of Agent Workspace and decide what capabilities you want your supervisors, agents, and agent groups to have to meet the goals of your contact center business needs.
 
|FeatureSection={{FeatureSection
 
|FeatureSection={{FeatureSection
 
|featureheading=Interaction Channels
 
|featureheading=Interaction Channels
 
|relatedapps=Agent Setup, Designer
 
|relatedapps=Agent Setup, Designer
 
|users=Administrators, Supervisors, Agents
 
|users=Administrators, Supervisors, Agents
−
|anchor=
 
 
|description=Interactions, such as voice, chat, email, social media, SMS, WhatsApp, and workitems, are routed to agents to handle. The interaction pops up in Workspace in the interaction view which contains case data, contact information, contact history, standard responses, and all the details about the interaction and contact that the agent needs to respond to the contact. Agents can set interaction dispositions (results) and add notes.
 
|description=Interactions, such as voice, chat, email, social media, SMS, WhatsApp, and workitems, are routed to agents to handle. The interaction pops up in Workspace in the interaction view which contains case data, contact information, contact history, standard responses, and all the details about the interaction and contact that the agent needs to respond to the contact. Agents can set interaction dispositions (results) and add notes.
 
|relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADchannels|display text=Channels and the Channel tab}}
 
|relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADchannels|display text=Channels and the Channel tab}}
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{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADemail|display text=Handling email}}
 
{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADemail|display text=Handling email}}
 +
 +
{{Link-Standalone|topic=PEC-Email/HIW|display text=How email works}}
  
 
{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADChat|display text=Chat and social channels}}
 
{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADChat|display text=Chat and social channels}}
 +
 +
{{Link-Standalone|topic=PEC-DC/HIW|display text=How Digital Channels works}}
  
 
{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADWorkitems}}
 
{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADWorkitems}}
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|relatedapps=Agent Setup, Outbound
 
|relatedapps=Agent Setup, Outbound
 
|users=Administrators, Supervisors, Agents
 
|users=Administrators, Supervisors, Agents
−
|anchor=
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|description=Agents use Agent Workspace to participate in Outbound campaigns. Contact records are pushed to or pulled by an agent to call a contact. The contact record is displayed in the interaction view, giving the agent access to case data, contact information, contact history, and standard responses.
−
|description=Agents use Agent Desktop Workspace to participate in Outbound campaigns. Contact records are pushed to or pulled by an agent to call a contact. The contact record is displayed in the interaction view, giving the agent access to case data, contact information, contact history, and standard responses.
 
 
|relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADOutbound}}
 
|relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADOutbound}}
  
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|relatedapps=Agent Setup
 
|relatedapps=Agent Setup
 
|users=Administrators, Supervisors, Agents
 
|users=Administrators, Supervisors, Agents
−
|anchor=
 
 
|description=Agents can find contacts in your contact database and then manage contact information or view the interactions your company has had with the contact.
 
|description=Agents can find contacts in your contact database and then manage contact information or view the interactions your company has had with the contact.
 
|relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcontacts|display text=Contact Directory}}
 
|relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcontacts|display text=Contact Directory}}
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|relatedapps=Agent Setup
 
|relatedapps=Agent Setup
 
|users=Administrators, Supervisors, Agents
 
|users=Administrators, Supervisors, Agents
−
|anchor=
 
 
|description=Personal and group workbins enable agents to retrieve and store email and workitem interactions. Supervisors can move interactions to different workbins to assign them to specific agents or groups.
 
|description=Personal and group workbins enable agents to retrieve and store email and workitem interactions. Supervisors can move interactions to different workbins to assign them to specific agents or groups.
 
|relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADMyWorkbins}}
 
|relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADMyWorkbins}}
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|relatedapps=Agent Setup
 
|relatedapps=Agent Setup
 
|users=Administrators, Supervisors, Agents
 
|users=Administrators, Supervisors, Agents
−
|anchor=
 
 
|description=Agents can search your corporate interaction database to find existing interactions, including the interactions that they have handled in the past. Interactions can be searched by contact, by interaction, or by personal history.
 
|description=Agents can search your corporate interaction database to find existing interactions, including the interactions that they have handled in the past. Interactions can be searched by contact, by interaction, or by personal history.
 
|relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADhist}}
 
|relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADhist}}
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|relatedapps=Agent Setup
 
|relatedapps=Agent Setup
 
|users=Administrators, Supervisors, Agents
 
|users=Administrators, Supervisors, Agents
−
|anchor=
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|description=Agent Workspace enables agents and supervisors to make sure they are meeting contact center expectations by viewing contact center statistics and personal KPIs.
−
|description=Agent Desktop Workspace enables agents and supervisors to make sure they are meeting contact center expectations by viewing contact center statistics and personal KPIs.
 
 
|relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADNav|anchor=PerformanceTracker|display text=Performance Tracker}}
 
|relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADNav|anchor=PerformanceTracker|display text=Performance Tracker}}
  
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|relatedapps=Agent Setup
 
|relatedapps=Agent Setup
 
|users=Administrators, Supervisors
 
|users=Administrators, Supervisors
−
|anchor=
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|description=Supervisors can use Agent Workspace to:
−
|description=Supervisors can use Agent Desktop Workspace to:
 
  
 
*Monitor, coach, and barge-in on voice calls and chat interactions.
 
*Monitor, coach, and barge-in on voice calls and chat interactions.
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|relatedapps=Agent Setup, Recording
 
|relatedapps=Agent Setup, Recording
 
|users=Administrators, Supervisors, Agents
 
|users=Administrators, Supervisors, Agents
−
|anchor=
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|description=Agent Workspace can be used to record calls for later playback, review, and QA
−
|description=Agent Desktop Workspace can be used to record calls for later playback, review, and QA
 
 
|relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Voice calls}}
 
|relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Voice calls}}
  
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{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADChat|display text=Chat and social channels}}
 
{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADChat|display text=Chat and social channels}}
 +
}}{{FeatureSection
 +
|featureheading=Accessibility overview
 +
|relatedapps=Agent Workspace
 +
|users=Administrators, Supervisors, Agents
 +
|anchor=Accessibility
 +
|description=Genesys provides a Voluntary Product Accessibility Template® - [https://www.itic.org/policy/accessibility/vpat/%20VPAT%C2%AE%20report%20from%20ITI VPAT® report from ITI], to document conformance of Genesys Workspace Web Edition Agent Workspace to [https://www.w3.org/TR/WCAG21 WCAG 2.1] Level AA specification. The VPAT® report is a standardized template for documenting conformance to various accessibility specifications. VPAT® report provided by Genesys follows the W3C/WAI’s WCAG 2.1 specification, as this is an international standard adopted and recognized by our customers worldwide. The Genesys VPAT® can be downloaded here: {{Repository|Genesys_WWE_9.0.0_WCAG_2.0_A_VPAT_v2.4.pdf|| Genesys Accessibility Conformance Report WCAG Edition}}.
 
}}
 
}}
−
|HIWSection=
 
 
|advanced=No
 
|advanced=No
 
}}
 
}}

Latest revision as of 18:01, September 7, 2022

The Agent Workspace lets contact center agents and supervisors communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, such as chat, email, social media, SMS, WhatsApp, and workitems. Supervisors can use Workspace to monitor and coach their teams.

What Agent Workspace does[edit source]

The Agent Workspace lets contact center agents and supervisors:

  • communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, including voice, chat, email, social media, SMS, WhatsApp, and workitems
  • get help from team members
  • meet contact center expectations and personal KPIs
  • find and manage contact information
  • retrieve work from personal and group workbins
  • search for existing interactions
  • provide standard responses
  • engage in co-browsing your corporate website
  • track customer journeys

How Agent Workspace works[edit source]

Use Genesys Agent Setup and Genesys Designer to enable channels and features of Agent Workspace and decide what capabilities you want your supervisors, agents, and agent groups to have to meet the goals of your contact center business needs.

Interaction Channels

Agent-setup.png
Agent Setup

Designer.png
Designer

Players: Administrators, Supervisors, Agents

Actions: Interactions, such as voice, chat, email, social media, SMS, WhatsApp, and workitems, are routed to agents to handle. The interaction pops up in Workspace in the interaction view which contains case data, contact information, contact history, standard responses, and all the details about the interaction and contact that the agent needs to respond to the contact. Agents can set interaction dispositions (results) and add notes.

Channels and the Channel tab

Voice calls

Handling email

How email works

Chat and social channels

How Digital Channels works

Workitems

Outbound campaign calling

Agent-setup.png
Agent Setup

Outbound.png
Outbound

Players: Administrators, Supervisors, Agents

Actions: Agents use Agent Workspace to participate in Outbound campaigns. Contact records are pushed to or pulled by an agent to call a contact. The contact record is displayed in the interaction view, giving the agent access to case data, contact information, contact history, and standard responses.

Outbound campaigns

Voice calls

Contact information management

Agent-setup.png
Agent Setup

Players: Administrators, Supervisors, Agents

Actions: Agents can find contacts in your contact database and then manage contact information or view the interactions your company has had with the contact.

Contact Directory

Workbins

Agent-setup.png
Agent Setup

Players: Administrators, Supervisors, Agents

Actions: Personal and group workbins enable agents to retrieve and store email and workitem interactions. Supervisors can move interactions to different workbins to assign them to specific agents or groups.

Workbins

Interaction search and management

Agent-setup.png
Agent Setup

Players: Administrators, Supervisors, Agents

Actions: Agents can search your corporate interaction database to find existing interactions, including the interactions that they have handled in the past. Interactions can be searched by contact, by interaction, or by personal history.

Interaction history views

Meeting expectations

Agent-setup.png
Agent Setup

Players: Administrators, Supervisors, Agents

Actions: Agent Workspace enables agents and supervisors to make sure they are meeting contact center expectations by viewing contact center statistics and personal KPIs.

Performance Tracker

Statistics Gadget

Supervisor tasks

Agent-setup.png
Agent Setup

Players: Administrators, Supervisors

Actions: Supervisors can use Agent Workspace to:

  • Monitor, coach, and barge-in on voice calls and chat interactions.
  • QA email to review outgoing email interactions before they are sent to a contact.
  • Manage an agent's status and log out an agent if necessary.
  • Move interactions to different workbins to assign them to specific agents or groups.

Supervising agents

Voice recording

Agent-setup.png
Agent Setup

Recording1.png
Recording

Players: Administrators, Supervisors, Agents

Actions: Agent Workspace can be used to record calls for later playback, review, and QA

Voice calls

Handling email

Chat and social channels

Accessibility overview

Players: Administrators, Supervisors, Agents

Actions: Genesys provides a Voluntary Product Accessibility Template® - VPAT® report from ITI, to document conformance of Genesys Workspace Web Edition Agent Workspace to WCAG 2.1 Level AA specification. The VPAT® report is a standardized template for documenting conformance to various accessibility specifications. VPAT® report provided by Genesys follows the W3C/WAI’s WCAG 2.1 specification, as this is an international standard adopted and recognized by our customers worldwide. The Genesys VPAT® can be downloaded here: Genesys Accessibility Conformance Report WCAG Edition.

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