Articles

Published

List of published content pages formatted as user-friendly articles.

• File Transfer in Chat Solutions
• Getting Started with Agent Desktop
• How do I log in to Workspace and start taking calls?
• Find Me Follow Me
• How do I generate real-time reports using Pulse?
• How do I give users permission to customize their dashboard?
• What real-time reports do I want to see?
• How do I add reports to my dashboard?
• How do I display external content?
• How do I choose a Widget type?
• How To: Automate an SMS Response to a Customer Call
• What Kind of Reports are Available in Genesys Engage cloud?
• Historical Reporting:
  • How Do I Generate Historical Reports in Genesys Engage cloud?
  • How do Reports Explain What is Happening in my Contact Center?
  • Microsoft IVR reports
  • Agent Activity Business Result Report
  • Agent Group Membership Details Report
  • Agent Login/Logout Details Report
  • Agent Not Ready Reason Code Details Report
  • Agent State Details Report
  • Agent Time Report
  • Callback Details Report
  • Callback Summary Report
  • Interaction Flow Details Report
  • Interaction Handling Attempt Details Report
  • Interaction Volume Business Result Report
  • Queue Summary Business Result Report
• Access Popular Real-Time Voice Reports
• Customizing Your Agent Desktop
• How to Set Up Your Agents (video added)
• How To Work with Skills
• Quick Start for Agents
• Quick Start for Designer
• Changing Your Status (link to entire user guide written in human voice)
• How do I log in to Workspace and start taking calls?
• Outbound Quick Start: Load a New Sub-campaign and Make a Call
• How Can I Use Templates to Simplify Widget Creation
• How Do I Use Formulas to Customize Reports
• Using the Agent Desktop in your Salesforce Service Console
• How Do I Manage Agent Groups?
• How do I view my customer’s browser history? (WWE)
  • How do I see which page my customer was on when invited to engage?
  • How do I view a list of the web pages my customer has been browsing?
  • How do I use categories to filter the web page list?
• How Do I Configure Desktop Settings?
• How Do I Configure Templates?
• How Do I Access and Log In to the Agent Setup interface?
• Managing Agent Accounts

Awaiting release

Workspace Web Edition (Agent Desktop) Help and subtopics:

• Getting started
• Customer interactions
  • Contacts
  • Contact and interaction history
  • Workbins
  • Standard responses
  • Browser history
• Internal interactions
• Channels
  • Calls
  • Email
  • Chat
  • Facebook
  • Twitter
  • Co-browse sessions
• Outbound campaigns
• Reports
• Supervising agents
• Navigating Workspace
• Historical Reporting:

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• How do I view my customer’s browser history? (Web Engagement)
  • How do I see which page my customer was on when invited to engage?
  • How do I view a list of the web pages my customer has been browsing?
  • How do I use categories to filter the web page list?
• Genesys Web Engagement Reporting Guide
  • Anonymous vs. Authenticated
  • Conversion Funnel Basic View
  • Mobile vs. Desktop
  • New vs. Returning
  • Rates
  • Web Traffic Today Basic View
  • Extended Views
  • Conversion Funnel Extended View
  • Web Traffic Today Extended View
• GPlus Adapters
  • Working with the Chat Channel
  • How do I Perform Chat Consultations?
  • How Do I Dial a Call?
  • Case Information Management
  • Using the Genesys Workspace Console in your Salesforce CRM
  • Logging In
  • Chatting With A Customer
  • Managing My Contacts in Team Communicator
  • Working with the Voice Channel
  • Tranferring Calls
• User Setup Administration for BEC
  • How Do I Manage Agent Groups?
  • How Do I Configure Desktop Settings?
  • Configuring Templates
  • Adding or Editing an Agent
  • Importing Multiple Agents
  • How Do I Access and Log In to the Agent Setup interface?
  • Managing Agent Accounts