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| − | {{Article
| + | #REDIRECT [[Draft:DES/Current/Developer/Digital_Channels]] |
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| − | |DisplayName=Digital Channels in Designer
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| − | |TocName=Digital Channels
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| − | |Context=This topic gives you an introduction to the digital channels available in Designer and highlights some best practices when working with these channels.
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| − | |Platform=PureEngage
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| − | |Role=Developer
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| − | |Application=Designer
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| − | |Section={{Section
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| − | |sectionHeading=Overview
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| − | |alignment=Vertical
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| − | |structuredtext=Digital Channels in Designer refer to all channels except voice. We can further classify them into immediate channels like chat and near immediate channels that typically involve intermittent communication or activity such as email.
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| − | Designer applications can work with all these digital channels either through the default '''General''' application type which is reserved for both immediate and near immediate channels or through a second application type called '''Digital''', which is reserved for working exclusively with the near immediate channels. Some of these channels may support multiple flavors of media processing components.
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| − | Most Genesys components fall under the 8.x or 9.x versions. 9.x is at times prefixed with ''advanced'', for example, ''advanced chat''. Depending on the version of the component the features vary and it is best to always use the current version. For instance, it is best to use ''chat 9.x'' or ''advanced chat'' in Designer'','' and not ''chat 8.x'', as 8.x does not offer the ability to interact with the user by collecting input from the user. Also, ''chat 8.x'' is limited only to sending messages from the application to the user.
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| − | |sectionHeading=The Interaction
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| − | |alignment=Vertical
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| − | |structuredtext=Designer and other components in Genesys work with a generic concept called an ''Interaction''. An interaction represents an instance of, say, an email or a chat session or an open media item which needs to be processed by one or more Designer applications. Each interaction has a type of media associated with it and based on this type of media it may have different attributes. For example, a chat interaction may have an email associated with it but an open media interaction may not.
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| − | All Genesys services and components work with this central idea of an interaction. Based on the data associated with an interaction which is typically called user data or attached data, these services and components can provide interactivity for the particular interaction if the channel supports it, can route the interaction to an agent, and finally report on the interaction.
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| − | Note that Designer Analytics does not report on interactions - instead, it reports on application sessions. Application sessions process interactions. An incoming interaction typically triggers an application through a contact point associated with the application. For chat, this may be a chat and for email this could be a POP mailbox associated with an interaction. Once the application is triggered, it starts working with the interaction providing interactivity and processing, reporting on it, and routing it. The application also controls the lifecycle of the interaction including terminating the interaction.
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| − | A single interaction may be processed by multiple applications and will therefore have multiple sessions that work on that interaction. In most cases these are sequential sessions punctuated by non-automated processing like interacting with an agent. For example, an incoming chat may be processed by an application that interacts with the chat user, and then offers a survey. If the user accepts it, the application flags the interaction for a survey and routes it to an agent. Once that agent communication is finished the interaction will be processed by a second Designer application which will do the actual survey - present questions and collect answers. In this use case we will have two Designer sessions associated with this interaction and we will have two session detail records in Designer Analytics, processing the same interaction, but sequentially – one before reaching the agent and the second, after the agent wraps up.
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This is a draft page; it has not yet been published.
