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Text-To-Speech
Also known as TTS. The ability to convert textual information into synthetic speech output. Technology that reads text to the caller. TTS involves extensive libraries of spoken words, phrases, and ordinals that are combined according to the analysis of the selected text. This technology enables callers to access text content by having it read to them, instead of by having it displayed visually for them. By design, TTS is language-specific, and not all vendors support all possible languages.
Glossary
Dual-Tone Multi Frequency
Also known as DTMF. A signaling system that sends pairs of audio frequencies to represent digits on a telephone keypad. Often, it is used interchangeably with the term Touchtone (an AT&T trademark).
Glossary
Expected Wait Time
Also known as EWT. An estimate of how long a caller will have to wait in queue before being served by a contact-center agent. EWT is based on current and past traffic, handling time, and staffing conditions.
Glossary
Genesys Voice Platform
Also known as GVP. An open-source self-service platform that delivers VoiceXML applications across a variety of networks, by using local media processing in conjunction with industry-leading speech resources. Through GVP, callers are provided with highly personalized self-service offerings. GVP provides greater functionality than traditional Interactive Voice Responses (IVRs) through its extension of existing web personalization and the industry-standard programming language, VoiceXML. GVP also blends self-service with agent-assisted service.
Glossary
Interactive Voice Response
Also known as IVR. A hardware and software system that uses responses from a touch-tone telephone to gather and store data. It uses a recorded human voice to reply to user input. It is sometimes referred to as the Voice Response Unit (VRU).
IVR can also refer to systems that provide information in the form of recorded messages over telephone lines, in response to user-supplied input in the form of spoken words or, more commonly, Dual-Tone Multi Frequency (DTMF) signaling. Examples include banks that enable you to check your balance from any telephone, and automated stock-quote systems. For example, For checking account information, press 1 or If you want a stock quote, press 2.
A computer technology that enables users to connect to a computer system and obtain information through voice input, instead of by using a keypad, keyboard, or touch-tone telephone device. An IVR system responds to a human voice, looks up information, presents alternatives, and interacts with the caller.
Glossary
Routing
The intelligent determination of what to do next with a given interaction. Routing is not limited to traditional interactions such as voice calls and e-mail, but it can be used also to decide what to do with workflow items, scheduling items, and any other type of business activity that involves a decision process.
Glossary
Genesys Designer Help
Welcome to the Genesys Designer Help. This document introduces you to the Genesys Designer interface and describes concepts and procedures to help you use this software in your contact center.
Overview of Genesys Designer
Genesys Designer is a web application for developing assisted service (Routing) applications and self-service (Interactive Voice Response, or IVR) applications that run on the Genesys platform.
Applications that are developed in Genesys Designer are different from a traditional IVR application in that they always start on Orchestration using SCXML, which provides routing servers. Genesys Designer applications transition transparently and intelligently to running on the Genesys Voice Platform (GVP) as required, without requiring the user to be aware of this underlying distinction.
Genesys Designer provides easy-to-use, highly functional blocks that enable common tasks in a simple and straightforward manner.
Features
Genesys Designer includes the following features:
- Skills-based routing with skill relaxation over time. If an agent with the required skill level cannot be found, you can choose to reduce the required skill level incrementally over time.
- Skill-expression routing to support complex routing parameters.
- Routing to agent groups.
- Priority handling by customer segment and option to increase priority based on response time.
- User data management.
- Customer segmentation based on expressions.
- Cascaded Routing with busy treatments including EWT.
- Invoking external RESTful webservices.
- Audio resource management with support for multiple languages.
- Convenience blocks for Emergency, Business Hours, and Special Days.
- Flow control blocks such as Menu and Segmentation.
- DTMF input collection.
- TTS prompts and intelligent audio stitching.
User Interface
The figure below provides an overview of the user interface. For more information on elements within the user interface, refer to the table below the figure.
| Element | Description | Example (click to enlarge graphic) |
|---|---|---|
| Navigation Bar | Provides one-click access to applications, shared modules, audio resources, and business objects. | 
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| Toolbar | Provides buttons for common actions. | 
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| Palette | Provides all available functional blocks. | 
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| Application Flow | Provides the main area to build the application by adding blocks vertically. | 
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| Help Pane | Displays help information for the selected block. | 
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| Block Properties | Displays all properties exposed by a block and provides assistance to set them. | 
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Permissions
You must have appropriate permissions to perform actions to specific components.
- Administrators have full permissions within Designer.
- Supervisors have:
- Full permissions for Block Properties and Activating Applications.
- Read and Update permissions for Applications, Modules, and Announcements.
- Read-only permission for the Flow Editor.
Designer only permits one user at a time to open an Application or Module Flow for editing. If a Flow is already open, you can choose to open it as read-only or go back to the previous screen.