Difference between revisions of "PEC-Chat/HIW"

Revision as of 14:29, April 8, 2021

Learn how chat works in Genesys Engage.

What Chat does[edit source]

Chat incorporates chat interactions into your customers’ overall engagement history, routing them to the agents whose expertise best matches their needs.

How Chat works[edit source]

Genesys Engage cloud supports various online chat types:

Internal chats enable agents to chat in real time with others in their organization
External chats include:
- Webchats
- Social media
  - Facebook
  - Twitter
  - WhatsApp
- SMS

Chat setup

Agent Setup

Players: Administrators

Actions: Much of the chat functionality is pre-configured. The rest you do mainly in Agent Setup and Digital Channels, where you enable and control the various chat types for agents.

Chat routing

Designer

Players: Administrators

Actions: Use Designer to create an application that can route chat interactions.

Create a chat routing application
[[PEC-ROU/Current/Designer/ChatMessage|]]
[[PEC-ROU/Current/Designer/ChatCustomMessage|]]
[[PEC-ROU/Current/Designer/ChatTranscript|]]
[[PEC-ROU/Current/Designer/GetChatTranscript|]]

Chat for agents

Agent Desktop

Players: Agents, Supervisors

Actions: Agents handle chat interactions in Agent Desktop.

Reporting

Pulse Reporting

Reporting GCXI

Players: Administrators, Supervisors, Agents

Actions: Supervisors and administrators can analyze current chat 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.

How Reporting works

Get Started with Genesys Pulse

Get started with Genesys CX Insights

Get started with GVP reporting

Navigating Agent Workspace

Manage reporting environments

@@ Line 1: / Line 1: @@
 {{HIW
-|product=
+|DisplayName=How Chat works
-|Standalone=
+|TocName=How Chat works
-|DisplayName=How chat works
+|Context=Learn how chat works in Genesys Engage.
+|ComingSoon=No
+|Platform=GenesysEngage-cloud
+|Role=Administrator, Agent, Supervisor
 |Application=Agent Desktop, Agent Setup, Designer
-|Role=Administrator, Agent, Supervisor
+|featurename=Chat
-|TocName=How chat works
-|Platform=GenesysEngage-cloud
-|ComingSoon=No
-|Context=Learn how chat works in Genesys Engage.
-|featurename=chat
 |ShortDescription=Chat incorporates chat interactions into your customers’ overall engagement history, routing them to the agents whose expertise best matches their needs.
 |overviewtext=Chat incorporates chat interactions into your customers’ overall engagement history, routing them to the agents whose expertise best matches their needs.
@@ Line 26: / Line 24: @@
 |relatedapps=Agent Setup
 |users=Administrators
-|anchor=
 |description=Much of the chat functionality is pre-configured. The rest you do mainly in Agent Setup and Digital Channels, where you enable and control the various chat types for agents.
 |relatedarticles=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Channels_options|display text=Enable chat}}
@@ Line 38: / Line 35: @@
 |relatedapps=Designer
 |users=Administrators
-|anchor=
 |description=Use Designer to create an application that can route chat interactions.
 |relatedarticles=*{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ApplicationsBar|anchor=appcreate|display text=Create a chat routing application}}
@@ Line 49: / Line 45: @@
 |relatedapps=Agent Desktop
 |users=Agents, Supervisors
-|anchor=
 |description=Agents handle chat interactions in Agent Desktop.
 |relatedarticles=*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADChat}}
@@ Line 56: / Line 51: @@
 *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADWhatsApp}}
 *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADSMS}}
+}}{{FeatureSection
+|featureheading=Reporting
+|relatedapps=Pulse Reporting, Reporting GCXI
+|users=Administrators, Supervisors, Agents
+|description=Supervisors and administrators can analyze current chat 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}}
+{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=Administrator|display text=Manage reporting environments}}
 }}
-|HIWSection=
 }}