Difference between revisions of "PEC-Chat/HIW"
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|description=Use Designer to create an application that can route chat interactions. | |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}} | |relatedarticles=*{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ApplicationsBar|anchor=appcreate|display text=Create a chat routing application}} | ||
| − | *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ChatMessage}} | + | *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ChatMessage|display text=Create a chat message block}} |
| − | *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ChatCustomMessage}} | + | *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ChatCustomMessage|display text=Create a chat custom message block}} |
| − | *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ChatTranscript}} | + | *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ChatTranscript|display text=Send a chat transcript block}} |
| − | *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=GetChatTranscript}} | + | *{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=GetChatTranscript|display text=Get a chat transcript block}} |
}}{{FeatureSection | }}{{FeatureSection | ||
|featureheading=Chat for agents | |featureheading=Chat for agents | ||
Revision as of 12:45, August 5, 2021
Learn how chat works in Genesys Engage.
Contents
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
- SMS
Chat 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
Players: Administrators
Actions: Use Designer to create an application that can route chat interactions.
Chat for agents
Players: Agents, Supervisors
Actions: Agents handle chat interactions in Agent Desktop.
Reporting
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.