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=PureEngage
+|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.
-|Platforms=PureEngage
 |ComingSoon=No
 |MintyDocsProductLandingSections={{MintyDocsProductLandingSections
-|Platform=PureEngage
+|Platform=GenesysEngage-cloud
-|Type=Agent Features
+|Type=Release Notes
-|Title=Agent
+|Title=How voice works
-|Links=* [https://docs.genesys.com/Documentation/PSAAS/Public/Agent/ADTeamCommunicator Make a new call]
+|Links={{Link-Standalone|topic=PEC-Voice/HIW}}
-* [https://docs.genesys.com/Documentation/PSAAS/Public/Agent/ADVoice Calls]
+|Columns=No
-* [https://docs.genesys.com/Documentation/PSAAS/Public/Agent/ADintinter Calling inside my company]
 }}{{MintyDocsProductLandingSections
-|Platform=PureEngage
+|Platform=GenesysEngage-cloud
-|Type=Supervisor Features
+|Type=Release Notes
-|Title=Supervisor
+|Links=*[https://docs.genesys.com/Documentation/PSAAS/Public/RN/AD Agent Workspace Release Notes]
-|Links=* [https://docs.genesys.com/Documentation/PSAAS/Public/Supervisor/ADsuper#MonitorVoice Monitor agent activity]
-* [https://docs.genesys.com/Documentation/PSAAS/Public/Supervisor/ADTeamCommunicator Make a new call]
-* [https://docs.genesys.com/Documentation/PSAAS/Public/Supervisor/ADVoice Calls]
-* [https://docs.genesys.com/Documentation/PSAAS/Public/Supervisor/ADintinter Calling inside my company]
-* [https://docs.genesys.com/Documentation/PSAAS/Public/Supervisor/ADsuper#CoachVoice Coach Agents]
-* [https://docs.genesys.com/Documentation/PSAAS/Public/Supervisor/ADsuper#Barge Barge-in calls]
 }}{{MintyDocsProductLandingSections
-|Platform=PureEngage
+|Platform=GenesysEngage-cloud
 |Type=Install and Config
 |Title=Administrator
-|Links=* [https://docs.genesys.com/Documentation/PSAAS/Public/Administrator/umgrVoice Set up Voice]
+|Links=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Voice_options|display text=Set up voice}}
-* [https://docs.genesys.com/Documentation/PSAAS/Public/Administrator/DesktopSettings Set up Agent Desktop]
+*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=CC_options_overview|display text=Set up the desktop}}
-* [https://docs.genesys.com/Documentation/PSAAS/Public/Administrator/RouteCall Route Calls]
+*{{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 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-REP|version=Current|manual=RPRT|topic=HRCXIIncludedReports|display text=View historical reports}}
 }}{{MintyDocsProductLandingSections
-|Platform=PureEngage
+|Platform=GenesysEngage-cloud
-|Type=Release Notes
+|Type=Agent Features
-|Links=* [https://docs.genesys.com/Documentation/PSAAS/Public/RN/AD Agent Desktop Release Notes]
+|Title=Agent
+|Links=*{{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}}
 }}{{MintyDocsProductLandingSections
-|Platform=PureEngage
+|Platform=GenesysEngage-cloud
 |Type=Developer Resources
 |Title=Developer
-|Links=* [https://developer.genesyscloud.com/ Developer Center]
+|Links=*[https://developer.genesyscloud.com/ Developer Center]
+*{{Link-AnywhereElse|product=WID|version=Current|manual=SDK|topic=Callback-combined|display text=Callback Widget}}
 }}{{MintyDocsProductLandingSections
-|Platform=PureEngage
+|Platform=GenesysEngage-cloud
 |Type=Additional Resources
-|Links=* [https://docs.genesys.com/Documentation/PSAAS/Public/Agent/ADVideos Agent Desktop videos]
+|Links=*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVideos|display text=Agent Workspace videos}}
-* [https://docs.genesys.com/Documentation:Videos-cloud Videos]
+*[https://community.genesys.com/communities/pureengagecloud?CommunityKey=1d65ddfe-95e6-4f83-a3a4-961f097e0a84 Genesys Multicloud CX community]
-* [https://community.genesys.com/communities/pureengagecloud?CommunityKey=1d65ddfe-95e6-4f83-a3a4-961f097e0a84 PureEngage Cloud 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]
-* [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]
 }}
+|Type=Feature
+|Platform=GenesysEngage-cloud
 }}