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Standard Response Library

Also known as SRL. In eServices, a library of standard responses that agents can use in replies to inbound e-mails, or that strategies can use in acknowledgments and autoresponses. Each standard response is assigned to exactly one category in the system; however, a category may have zero or many standard responses assigned to it.
See also Genesys Content Analyzer.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Contact center settings

A key factor in a well-configured contact center is how well the global contact centers are configured. This very important task ensures that your customers are routed to the correct agents and that the agents have the correct tools available to them as they handle customer interactions.

On the various screens, you select the check boxes next to the options that you want to enable. Each check box has three states:

  • OptionGreyedOut.jpg The option is inactive. To activate the option, click the check box once. The option is then set to the default setting as specified in the description in the tool tip.
    • OptionEnabled.jpg A check mark indicates that the option is enabled. You can click once to disable the option.
    • OptionDisabled.jpg No check mark indicates that the option is disabled. You can click once to enable the option.

After you configure all your objects, such as skills, dispositions, agent states, you can easily manage user accounts, because all the correct options will be available to you.

Skills

Skills are an agent's knowledge of a particular subject that might be required in an interaction, such as language skills. They can also be used for routing purposes.


How do I manage skills?

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You can't edit the name of a skill, but you can delete a skill if necessary. Scroll or type the name of a skill the Skill Name box to find the skill, select it, and then click Delete.

You can organize skills into folders. When you select the Folder option, a drop-down list box is displayed where you can select a folder or click the add folder icon Umgr icon addFolder.png to create a new folder.

Desktop Options

To configure desktop options, click Contact Center Settings > Desktop Options. On the Desktop Options page, you can select the channels and other options that are available to all agents and users in your contact center.

The options on the Desktop Options page are organized into sections. Click the links below to view an image and option descriptions for each section.

[+] Click to show Channel options


[+] Click to show Global Login options


[+] Click to show Supervisor options


[+] Click to show Voice options


[+] Click to show Chat options


[+] Click to show Email options


[+] Click to show Recording options


[+] Click to show Contact options


[+] Click to show Standard Response Library options


[+] Click to show Feedback options


CRM Adapter

To configure CRM Adapter options, click Contact Center Settings > CRM Adapter. On the CRM Adapter page, you can configure the Gplus Adapter.

The options on the CRM Adapter page are organized into sections. Click the links below to view an image and option descriptions for each section.

[+] Click to show Provisioning options


[+] Click to show Feedback options


[+] Click to show Interaction options


[+] Click to show Screen Pop options


[+] Click to show Salesforce options

Agent groups

An Agent Group is a logical grouping of agents. Agent groups are typically set up to provide particular sets of contact-center services. The Agent Groups list shows the agent groups that are in your environment. You have two options for creating agent groups:

  • Create an Agent group and then manually add agents to the group. For example, if you want to create an agent group for a group of new hires, you create the agent group, and then manually add each of the new hire's agent accounts to the group.
  • Create a Virtual Agent Groups to automically group agents, according to the skills that they have. You create an agent group object and define a script to identify the skills that you want the agents in the group to share. For example, you can create a virtual agent group for all agents that can speak Russian.

Both types of agent groups are configurable on the Agent Groups screen on the Contact Center Settings page. Use the following procedures create and configure your agents groups:

[+] Creating an agent group


[+] Creating a virtual Agent group


[+] Configuring the desktop for an agent group


[+] Configuring automatic answering and timeout settings


[+] Managing global favorites for agent groups


Transactions

Use the Transactions tab to manage business attribute overrides that are applied at a transactional level, such as a call or a chat. You can configure the following business attributes at the transaction level:

  • Disposition codes
  • Caller IDs
  • Case and toast data

Select Transactions in the navigation menu to access the Transactions tab. The Transactions tab main view lists the transactions only by name. Click the link for the transaction to view the details.

Use the following procedures create and configure transactions:

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How do I add a transaction?

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Type a unique name in the Transaction name field, select a folder to store the transaction configuration, and then click Add. If you do not select a folder, the transaction is stored in the /default directory. folders. When you select the Folder option, a drop-down list box is displayed where you can select a folder or click the add folder icon Umgr icon addFolder.png to create a new folder.

Check to see that transaction is added to the list. Note that the name of the transaction is prefixed with the name of the folder. For example, UserPreference/<TransactionName>. At this point, configuration is not complete. You need to edit the transaction to add the business attributes.

</transaction>

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How do I add business attributes to a transaction?

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To edit a transaction, click the link in the Name column. If the transaction has no configured business attributes, as is the case when you add a new transaction, you are prompted to complete the configuration. Follow the prompts to add Dispositions, Case & Toast Data, and Caller ID business attributes. After you add the business attributes, you can define them.

This image depicts the steps to add a Disposition business attribute.

</transaction>

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Dispositions are the descriptions of the final outcome of the call. These codes are used to flag calls for reporting purposes. To learn more about how to manage dispositions, see Managing dispositions.

</transaction>

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On the Manage Case and Toast Data screen, you can specify the information to be displayed to the agent when they receive a call, chat, or other interaction (toast data) or when an interaction is transferred to them (case data). To learn more how to manage case and toast data, see Managing case and toast data.

</transaction>

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You can allow agents to select from a predefined list of caller IDs; the selected caller ID is then displayed to the person receiving the call when the agent consults, conferences, or transfers a call. To learn more about how to manage caller IDs, see Managing caller IDs

</transaction>

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In this example, the transaction includes the following business attributes:

Disposition codes:

  • Transaction complete
  • Needs follow-up

Case and Toast Data

  • First name
  • Last name
  • Subject

Caller ID

  • ABC Customer Support
  • ABC Shipping

Use Case

In Agent Desktop, you have the ability to override desktop options by setting the value of a KVP to the name of a transaction list object. The desktop option is interaction.override-option-key that is configured in Channels and Options. In the inbound or outbound routing application, you set the value of the identified key to the name of the transaction list object and the desktop options in the transaction list object are used instead of the WWE application or agent group objects. </transaction>

Templates

Templates allow you to create a set of configuration options that you can apply to agent accounts when you add an agent. The following diagram shows the relationship between the templates and the sequence in which the templates must be created:

Sequence of templates

To access the Manage Templates page, click Contact Center Settings, and then click Templates.

Image of the Add Template window

Ensure that you give each template a unique name.

DN template

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DN Templates specify switch and folder where the DN needs to be created.

Login template

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Agent Login Templates specify switch, folder, and annex options.

In the Agent Login Name field, you can use a variable to specify the contents of the field, for example, {{person.userName}}.

Place template

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Place Templates must contain one or more DN Templates.

If your contact center has requirement to specify unique place names for different business groups or regions, type a place name variable. For example, the place name might be the same as the agent's phone number or as the agent user name. Place names can contain the following variables:

  • {{person.userName}}
  • {{person.emailAddress}}
  • {{phone.number}}
  • {{phone.description}}
  • {{phone.index}}

You can also combine variables. For example: {{person.userName}}-{{phone.index}} creates JohnAppleseed-1 and JohnAppleseed-2 if JohnAppleseed has two phone numbers.

Person template

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Person Templates define properties such as Channels, Skills, Access Groups, Annex options, folder, and Supervisor role for newly created agents. You also need to select a place template and one or more login template. Then you can select the channels, skills, annex, and access groups that you want to apply to this template. Before you save the Person template, select the folder where the user is created.

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