Difference between revisions of "PEC-Chat/HIW"

Latest revision as of 19:19, July 28, 2022

Learn how chat works in Genesys Multicloud CX.

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 Multicloud CX 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.

Chat for agents

Players: Agents, Supervisors

Actions: Agents handle chat interactions in Agent Workspace.

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 Workspace.

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 6: / Line 6: @@
 |Platform=GenesysEngage-cloud
 |Role=Administrator, Agent, Supervisor
-|Application=Agent Desktop, Agent Setup, Designer
+|Application=Agent Workspace, Agent Setup, Designer
 |featurename=Chat
 |ShortDescription=Chat incorporates chat interactions into your customers’ overall engagement history, routing them to the agents whose expertise best matches their needs.
@@ Line 12: / Line 12: @@
 {{Video|id=587890178|Description=Chat routing overview}}
+{{Video|id=374662395|Description=Handling an asychronous chat}}
 |featureoverview=Genesys Multicloud CX supports various online chat types:
@@ Line 45: / Line 47: @@
 }}{{FeatureSection
 |featureheading=Chat for agents
-|relatedapps=Agent Desktop
+|relatedapps=Agent Workspace
 |users=Agents, Supervisors
-|description=Agents handle chat interactions in Agent Desktop.
+|description=Agents handle chat interactions in Agent Workspace.
 |relatedarticles=*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADMessaging}}
 *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADMessaging|anchor=FacebookMessenger|display text=Facebook}}
@@ Line 57: / Line 59: @@
 |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.
+|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 Workspace.
 |relatedarticles={{Link-Standalone|topic=PEC-REP/HIW|standalone|display text=How Reporting works}}