Genesys Co-browse sessions

A session is initiated when a customer requests to co-browse. The session stays idle until the agent joins, then the session is considered to be active. The session ends when one of the parties (the customer or the agent) exits. It is not possible to re-join a co-browse session. If one party exits accidentally, a new session must be initiated. An agent is limited to handling one co-browse session at a time.

Session identifiers

Each live session has an identifier that can be used to track the session:

Session access token (Session ID)—A sequence of nine digits that is applicable only to live sessions.

Starting a session

A co-browse session can only be initiated by a customer. An agent does not have the option or ability to send a co-browse request to a customer. This provides greater security to the customer. In order to initiate a co-browse session, the customer must already be engaged in an interaction with an agent, be it a voice call or a chat.

When the session is established, the agent's browser displays a view of the customer's browser. The view the agent sees is loaded from Genesys Co-browse, so only certain images might be loaded from the original website. The agent is not a client of the website. All actions taken by the agent are passed onto and "replayed" on the customer's side.

Starting a co-browse session from Genesys Widgets

A customer initiates a co-browse session through a Genesys Widget integrated into the website. You can enable Genesys Co-browse in several Genesys Widgets. Here is an example of starting a co-browse session from the WebChat Widget.

This example shows a customer and agent view of a co-browse session started from the WebChat Widget.

And here is an example of starting a co-browse session from the ChannelSelector Widget.

This example shows starting a co-browse session from the CallUs Widget with co-browse option.

Another example of starting a co-browse session from the CallUs Widget.

Participating in a co-browse session

Once a co-browse session begins, the agent can use his or her mouse pointer to guide the customer through the web site. Agents start co-browse sessions in Pointer Mode. In Pointer Mode, the customer and the agent can see each other's mouse pointer but the agent can not enter any information into the web page, click buttons, or navigate the customer's browser. If the agent needs to enter information into the web page or to navigate the browser, he or she can send the customer a request to switch the co-browse session to Write Mode.

All actions (mouse clicks, key presses, and so on) are actually performed on the customer (master) side. Any actions taken by the agent are sent to the customer's browser. This ensures a secure approach, as all browsing is done on one side—the customer's side. This approach also provides for greater performance and a more seamless customer experience. Each participant can see the other participant's mouse movements as well. This enables an agent to point to specific sections on the web page to help direct the customer through their task.

Genesys Professional Services can limit which fields are visible to and editable by the agent. Some fields can have the data masked. For example, you might choose to hide the customer's password, Social Security Information, and so on from the agent. The end user can easily identify which information is hidden (data masked) from the agent. By default, all Submit buttons are deactivated for the agent. If he or she clicks on a Submit button, nothing happens. The customer always has permission to submit any web forms, just as they would while browsing normally.

Stopping a co-browse session from Genesys Widgets

Once a co-browse session has been established, both parties have the ability to terminate the session. At any time, either party may click the "Exit Co-browse session" button (again, the name and location of this button can vary).

The other party will be notified that the session has ended, and the agent's browser will no longer display a view of the customer's browser. Also, if the primary interaction (chat or voice call) is terminated, the co-browse session terminates automatically. Sessions can also terminate due to inactivity, after a pre-configured timeout expires. Likewise, if the agent closes their browser, or navigates to a third-party website, the session will terminate if the agent does not return to the session page within the pre-configured timeout.

Once a session has been terminated, it cannot be reactivated. If the session was deactivated accidentally, a new session has to be initiated, with a new session identifier.

Stopping a co-browse session from Genesys Widgets

Once a co-browse session has been established, both parties have the ability to terminate the session. At any time, either party may click the "Exit Co-browse session" button (again, the name and location of this button can vary).

The other party will be notified that the session has ended, and the agent's browser will no longer display a view of the customer's browser. Also, if the primary interaction (chat or voice call) is terminated, the co-browse session terminates automatically. Sessions can also terminate due to inactivity, after a pre-configured timeout expires. Likewise, if the agent closes their browser, or navigates to a third-party website, the session will terminate if the agent does not return to the session page within the pre-configured timeout.

Once a session has been terminated, it cannot be reactivated. If the session was deactivated accidentally, a new session has to be initiated, with a new session identifier.

Genesys Co-browse

Genesys Co-browse allows an agent and a customer to navigate (browse) the same web page at the same time. With Genesys Co-browse, the agent and the customer "share" the same instance of the web page (or browser window), unlike a conventional screen sharing application, where one of the parties sees the image of the other party's browser instance or the whole desktop. Genesys Co-browse provides processing of highly dynamic web pages of contemporary web sites. Genesys Co-browse requires no plug-ins, no downloads, and no applets. It is a pure JavaScript and HTML solution integrated with existing Genesys infrastructure.

Genesys Co-browse falls under the Customer Engagement Digital solution of the PureEngage offering.

For more information about the Co-browse solution, see the following:

Co-browse Overview

Release Notes

Genesys Co-browse Server 9.0.x Release Note

Genesys Co-browse Plug-in for Workspace Desktop Edition 9.0.x Release Note

Genesys Co-browse Sample Reporting Templates 9.0.x Release Note

Documentation

Deployment Guide

Use this book to deploy Genesys Co-browse.

Developer's Guide

Use this book to customize Genesys Co-browse.

API Reference

Find information about the available public APIs.

Genesys Co-browse plug-in for Interaction Workspace Help"> Genesys Co-browse plug-in for Interaction Workspace Help

Use this help file as a guide for the plug-in.

Genesys Co-browse 8.5 Release Information

Click below to see New in This Release, Readme, and Product Alerts information for 8.5 releases.

[+] Show release information

New in 8.5.x Releases

[+] New in Release 8.5.1

The following new features were added in the 8.5.1 release:

The Co-browse plug-in now optionally attaches additional data to a primary interaction (chat or voice). This attached data includes the following reporting metrics:
- CoBrowseWriteModeDuration
- CoBrowseStartPageURL
- CoBrowseStartPageTitle
- CoBrowseWriteModeStartPageURL
- CoBrowseWriteModeStartPageTitle

To enable extended attached data, set the extendedAttachedData value to true in the cobrowse section of your Workspace Desktop Edition application in Genesys Administrator.

The Co-browse Plug-in for Workspace Desktop Edition now supports the following:
- Microsoft Edge
- Windows 10
Co-browse now supports Microsoft Edge.
For added security, Co-browse now supports token-based authentication between Co-browse Server and Workspace Desktop Edition.
Co-browse now synchronizes scrolling positions for individual HTML elements. Previously, scrolling was only synchronized for the page itself and for iframes. Scrolling is synchronized from the end user to the agent and vice versa.
When proxying resources, such as CSS and fonts, Co-browse now explicitly sets the port only if it is also set explicitly on the proxied resource URL. Previously, Co-browse would incorrectly add the port even if not included in the incoming resource. For example, when proxying https://example.com/styles.css, Co-browse would set the Host header to example.com:443. Now it will correctly leave out the port, setting it instead to example.com.
Co-browse now always enforces synchronization of image dimensions. Even when an agent's browser is unable to load an image, the image stays the same size as in the customer's browser.
Co-browse now logs when a session ends when using info level for logging. Previously, Co-browse in info level only logged when a session was created, and session end was logged with the debug level.
You can now control and limit third-party iframes for agents in a Co-browse session. Use the allowedThirdPartyDomains option to configure third-party iframes. Also see, Co-browsing in iframes.
Co-browse no longer synchronizes input elements with type hidden. This leads to better stability and decreases traffic consumption within website frameworks which rely heavily on storing application state information in hidden fields.
Support for Scalable Vector Graphics (SVG) in Co-browse sessions.
Reduced message size for Co-browse sessions reduces network traffic by 1.25-1.5 times, depending on the website.
Updated the jQuery library shipped with Co-browse version 1.8.2 to 1.12.4. The jQuery library is hidden within Co-browse JavaScript:
- Co-browse's jQuery library never conflicts with the jQuery library of your website.
- You do not require jQuery for Co-browse to work.
Support for the following browsers. See Browser Support for: Genesys Co-browse User Interface on the Supported Operating Environment: Genesys Co-browse page for more detailed information and a list of all supported browsers.
- Safari 9
- Safari 10
Support for Red Hat Enterprise Linux 7 operating system. See the Supported Operating Environment: Genesys Co-browse page for more detailed information and a list of all supported operating systems.
Genesys Co-browse is deprecating support for the Built-in Chat Widget

[+] New in Release 8.5.0

The following new features were added in the 8.5.0 release:

New in 8.5.002.00:

Extended monitoring functionality:
- New Logging reporter allows you to report metric values in the console or in a log file.
- Co-browse Server now generates Monitoring Alarms that you can use to improve Co-browse performance.
Now only the agent browser uses the cluster URL. The consumer's browser always uses the URL in the JS instrumentation for css-proxy and url-proxy.

New in 8.5.001.08:

Added support for pages that use the <base> HTML tag.
Introduced Co-browse privilege in version 8.5.001.09 of the Co-browse Plug-in for Workspace Desktop Edition.

New in 8.5.001.05:

Security enhancements—added compliance to OWASP recommendations
Extended application monitoring—exposed operational metrics through JMX interface
New configuration using Co-browse Server Cluster application allows the properties of a cluster to be configured under one application instead of configuring each individual node separately
This release eliminates Flash of Unstyled Content (FOUC) while rendering the web page view for agents

New in 8.5.000.30:

Support for Pointer Mode.

Co-browsing now supports Pointer Mode (Read-Only with mouse click highlighting). In 8.5.0, Co-browse sessions begin in Pointer Mode where the agent can guide the customer using his or her mouse pointer. In Pointer Mode, the agent can not enter information into the webpage or navigate the customer's browser. If the agent needs to enter information into the web page and navigate the customer's browser, he or she must send the customer a request to enter Write Mode. By having two different Co-browse modes, the customer controls how much an agent can interact with his or her browser.
External Cassandra cluster support through the new Cassandra Resource Access Point Application object.
Co-browse Reporting Templates for Pulse
Common Chat reporting Templates for Pulse
JDK 1.8 support
Support of Solaris 10 64 bit for Co-browse Server
Genesys Co-browse requires Workspace Desktop Edition starting with release 8.5.000.30.

Genesys Co-browse 8.5.x Readme

[+] Additional Resources
[+] Read the Legal Notices

Genesys Co-browse 8.5.x Product Alerts

The following information applies to Genesys 8.5.x software and is important for you to note.

[+] Show Product Alerts

Release Notes

Genesys Co-browse Server 8.5.x Release Note

Genesys Co-browse Plug-in for Workspace Desktop Edition 8.5.x Release Note

Genesys Co-browse Sample Reporting Templates 8.5.x Release Note

Documentation

Deployment Guide

Use this book to deploy Genesys Co-browse.

Developer's Guide

Use this book to customize Genesys Co-browse.

API Reference

Find information about the available public APIs.

Genesys Co-browse plug-in for Interaction Workspace Help"> Genesys Co-browse plug-in for Interaction Workspace Help

Use this help file as a guide for the plug-in.

Genesys Co-browse 8.5 Release Information

Click below to see New in This Release, Readme, and Product Alerts information for 8.5 releases.

[+] Show release information

New in 8.5.x Releases

[+] New in Release 8.5.1

The following new features were added in the 8.5.1 release:

The Co-browse plug-in now optionally attaches additional data to a primary interaction (chat or voice). This attached data includes the following reporting metrics:
- CoBrowseWriteModeDuration
- CoBrowseStartPageURL
- CoBrowseStartPageTitle
- CoBrowseWriteModeStartPageURL
- CoBrowseWriteModeStartPageTitle

To enable extended attached data, set the extendedAttachedData value to true in the cobrowse section of your Workspace Desktop Edition application in Genesys Administrator.

The Co-browse Plug-in for Workspace Desktop Edition now supports the following:
- Microsoft Edge
- Windows 10
Co-browse now supports Microsoft Edge.
For added security, Co-browse now supports token-based authentication between Co-browse Server and Workspace Desktop Edition.
Co-browse now synchronizes scrolling positions for individual HTML elements. Previously, scrolling was only synchronized for the page itself and for iframes. Scrolling is synchronized from the end user to the agent and vice versa.
When proxying resources, such as CSS and fonts, Co-browse now explicitly sets the port only if it is also set explicitly on the proxied resource URL. Previously, Co-browse would incorrectly add the port even if not included in the incoming resource. For example, when proxying https://example.com/styles.css, Co-browse would set the Host header to example.com:443. Now it will correctly leave out the port, setting it instead to example.com.
Co-browse now always enforces synchronization of image dimensions. Even when an agent's browser is unable to load an image, the image stays the same size as in the customer's browser.
Co-browse now logs when a session ends when using info level for logging. Previously, Co-browse in info level only logged when a session was created, and session end was logged with the debug level.
You can now control and limit third-party iframes for agents in a Co-browse session. Use the allowedThirdPartyDomains option to configure third-party iframes. Also see, Co-browsing in iframes.
Co-browse no longer synchronizes input elements with type hidden. This leads to better stability and decreases traffic consumption within website frameworks which rely heavily on storing application state information in hidden fields.
Support for Scalable Vector Graphics (SVG) in Co-browse sessions.
Reduced message size for Co-browse sessions reduces network traffic by 1.25-1.5 times, depending on the website.
Updated the jQuery library shipped with Co-browse version 1.8.2 to 1.12.4. The jQuery library is hidden within Co-browse JavaScript:
- Co-browse's jQuery library never conflicts with the jQuery library of your website.
- You do not require jQuery for Co-browse to work.
Support for the following browsers. See Browser Support for: Genesys Co-browse User Interface on the Supported Operating Environment: Genesys Co-browse page for more detailed information and a list of all supported browsers.
- Safari 9
- Safari 10
Support for Red Hat Enterprise Linux 7 operating system. See the Supported Operating Environment: Genesys Co-browse page for more detailed information and a list of all supported operating systems.
Genesys Co-browse is deprecating support for the Built-in Chat Widget

[+] New in Release 8.5.0

The following new features were added in the 8.5.0 release:

New in 8.5.002.00:

Extended monitoring functionality:
- New Logging reporter allows you to report metric values in the console or in a log file.
- Co-browse Server now generates Monitoring Alarms that you can use to improve Co-browse performance.
Now only the agent browser uses the cluster URL. The consumer's browser always uses the URL in the JS instrumentation for css-proxy and url-proxy.

New in 8.5.001.08:

Added support for pages that use the <base> HTML tag.
Introduced Co-browse privilege in version 8.5.001.09 of the Co-browse Plug-in for Workspace Desktop Edition.

New in 8.5.001.05:

Security enhancements—added compliance to OWASP recommendations
Extended application monitoring—exposed operational metrics through JMX interface
New configuration using Co-browse Server Cluster application allows the properties of a cluster to be configured under one application instead of configuring each individual node separately
This release eliminates Flash of Unstyled Content (FOUC) while rendering the web page view for agents

New in 8.5.000.30:

Support for Pointer Mode.

Co-browsing now supports Pointer Mode (Read-Only with mouse click highlighting). In 8.5.0, Co-browse sessions begin in Pointer Mode where the agent can guide the customer using his or her mouse pointer. In Pointer Mode, the agent can not enter information into the webpage or navigate the customer's browser. If the agent needs to enter information into the web page and navigate the customer's browser, he or she must send the customer a request to enter Write Mode. By having two different Co-browse modes, the customer controls how much an agent can interact with his or her browser.
External Cassandra cluster support through the new Cassandra Resource Access Point Application object.
Co-browse Reporting Templates for Pulse
Common Chat reporting Templates for Pulse
JDK 1.8 support
Support of Solaris 10 64 bit for Co-browse Server
Genesys Co-browse requires Workspace Desktop Edition starting with release 8.5.000.30.

Genesys Co-browse 8.5.x Readme

[+] Additional Resources
[+] Read the Legal Notices

Genesys Co-browse 8.5.x Product Alerts

The following information applies to Genesys 8.5.x software and is important for you to note.

[+] Show Product Alerts

Release Notes

Genesys Co-browse Server 8.1.x Release Note

Genesys Co-browse Plug-in for Interaction Workspace 8.1.x Release Note

Genesys Co-browse Plug-in for Workspace Desktop Edition

Genesys Co-browse Sample Reporting Templates 8.1.x Release Note

Documentation

Deployment Guide

Use this book to deploy Genesys Co-browse.

Developer's Guide

Use this book to customize Genesys Co-browse.

API Reference

Find information about the available public APIs.

Genesys Co-browse plug-in for Interaction Workspace Help"> Genesys Co-browse plug-in for Interaction Workspace Help

Use this help file as a guide for the plug-in.

Readme and Advisory

Genesys Co-browse 8.1 CD Readme

Genesys Co-browse 8.1.x Release Advisory

Krista's TOI

Agent Setup

Agent Setup is a cloud-based web application that allows you to manage your cloud-based contact center and your agent accounts for products such as Agent Desktop and Gplus Adapters.

The product is young, less than a year old. Currently, there are no new going into the upgrade releases. They only contain defect fixes. The team is working on some under-the-hood changes. In April, the focus will be on an overhaul of the User Interface. All elements will stay in the product, but the left navigation and window/pane structure will change. This means that you will need to re-organize content in the book's table of contents and edit some steps that guide navigation. All images will need replaced, and videos re-done.

Agent Setup is a candidate for the new Help system that David and team have been working on. David provided a demo to me, Kimlan, and Arkady. I think the effort to create the new help system will be small on our side, with our responsibility to build the Table of Contents and create the mappings in the new tool.

That sound big, and likely is big. It's an easy product to work with; therefore, it's easy to document. The team (Arkady and Kimlan) are easy to work with. I enjoyed Agent Setup, and I think you will too.

Team

Lora Pesnya – Principal Project Manager
Arkady Ehrlikman – Architect
Kimlan Do – Product Manager
Peter Kolling – Manages the bi-weekly upgrade

Tip

You may receive questions or feedback from Jenna Rovegno from Genesys University. She is the Instructional Design lead assigned to Agent Setup.

Meetings

The PCT meeting occurs after your day is done on Friday. (6:30 pm). My attendance has never been required, but I have attended one meeting. It is very short and is mostly a status check. Don't feel compelled to attend. Lora issues meeting minutes for all HTCC projects on Mondays. Ensure that you get added to her distribution list for the minutes.

Upgrade Schedule

An upgrade is issued every two weeks, with documentation updates occurring on Thursdays.
In rare circumstances, Peter might ask you to release on Wednesday.
Current upgrades include only defect fixes, while they work on a platform update.
In April, they are revising the User Interface.
For every upgrade, Kimlan drafts the RN, Arkady reviews, you will edit, and Lora will manage the distribution of the RN to the cloud team.

Click here to see the Agent Setup dashboard in JIRA.

The Book

The https://docs.genesys.com/Agent Setup book is located in the PSAAS space. I attend the Cloud Writers meeting to provide status updates to Devon.

The Environment

Environment URL: http://internal-elb-bec-admin-21-57-17278375.us-west-1.elb.amazonaws.com/ui/admin/index.html#/login

Credentials: Username: voice_2157_admin Password: voice_2157_admin

For technical assistance, contact Arkady Ehrlikman.

Important

Occasionally, the UI engine will time out and need to be restarted. If you have trouble accessing the UI, contact Arkady to restart it. Please test your access and notify Arkady if you are unable to reach the site. He might need to adjust access settings.

For a demo of the UI overhaul, see https://marvelapp.com/2h778de. Use for demo purposes only, the actual UI overhaul hasn't occured yet.

Sample workflow

Arkady creates your doc task and assigns it you. The task will have very sparse information. You might need to ask him for more details. The task might be labelled for Backlog or for a specific release.
Peter sets up a GCloud story to identify the documentation scope of each upgrade. We use this task as the doc plan.
When I start a task, I review the information and ask for clarifications as required. All labels on the UI have tooltips, so I can get my text from the label and then edit it to make it appropriate for the book. If I feel that UI tooltip needs to be updates, I advise Arkady to make updates.
When I have finished the task, I set the status to resolved and assign to Arkady for review for technical accuracy. I also tag Kimlan in the task for her to take a look for readability and usability. Arkady always responds. Kimlan works on the road often, and may not respond. For many tasks, her approval is not a blocker. Sample: A task might just be an additional option on a page.
When all tasks are closed for a release, I update the Gcloud story to provide a list of changes and ask Peter Kolling to review. He often has great feedback.
When all is approved, on the date of the release, you can release the document updates and close the Story.

HTCC Project

The purpose of this document is to pass along project specific information in the event of my untimely demise or my departure from the project. I hope that you find this information useful.

When writing this, my assumptions are:

If you are a new Genesys employee, you will have the support of your manager and mentors to learn how to use our tools.
If you are a current Genesys employee, you already know how to use our tools.

Therefore, I am not providing any How To information.

My goal is to advise you of project specific information such as who to contact, when the meetings are, where my books are located, and how the general project management and processes flow. If you have any questions related to the project, you can contact Lorraine Lannoye or Matthew West. If you have tools-related questions, you can contact Tech Pubs Support.

Project Overview

Web Services and Applications (formerly Workspace Web Edition & Web Services) is a set of REST APIs and user interfaces that provide a web-based client interface to access Genesys services.

Tip

The project team is called HTCC internally. HTCC (I think) is a legacy name for the product, that just stuck with the team name internally. Another older term you will hear internally is GWS. Just know that when your hear HTCC or GWS, think "Web Services and Applications".

Web Services and Applications is a large project that consists of following product sub-components:

Workspace Web Edition:
- The communications UI that agents use to communicated with customers, other agents, supervisors, etc. Workspace offers several communication channels, including voice, chat, and email.
- I write the Configuration, Development, Migration, and Deployment Guides. Matthew West writes the Help Guide.
Gplus Adapters:
- A soft phone that can be embedded in your CRM sales or service console or accessed in a separate window that is launched from a Phone icon. The softphone includes some, but not all, the channels and capabilities of Workspace Web Edition. Gplus Adapters include the following variations:
  - Gplus Adapter for Salesforce (premise + cloud)
  - Gplus Adapter for Salesforce - WWE mode (premise + cloud), includes more WWE capababilities in a larger interface.
  - Gplus Adapter for Zendesk (cloud only)
  - Gplus Adapter for Microsoft (cloud only - but not published yet)
- I write both the Configuration Guide information and the User Guide.
Web Services API:
- Customers (developers specifically) use the API to incorporate Genesys features into custom applications and integrations with third-party software.
- Lorraine Lannoye writes the API Guide until Julie comes back from Maternity leave.

The three components (WWE, Gplus Adapters, and the API) are included in one Installation Package (IP), therefore it is one product offering. This makes this product unique from other Genesys products, which typically only has one component.

The current iteration, at the time of writing this, is Iteration 18. The current version is 8.5.2.

Team Members

The following people hold key roles on the HTCC team:

Principal Project Manager: Lora Pesnya
Project Managers:
- Morgan Salou - Project manager Workspace Web Edition
- Tibi Dupa-Kiskal - Senior Project Manager for VCC
- Ernesto Garcia - Senior Project Manager for Business Apps Strategy
Product Managers:
- Lee Qiau - Director, product manager, Business Apps strategy
- Kimlan Do - Products and Solutions (Adapters)
- Rick Phung - Director, product manager, Business Apps strategy
- Richard Heffner - Senior product Manager
- Bill Mitchell - Platform strategy
Directors, Development:
- Petr Makagon (Communications Platforms)
- Marat Irner (API)
Developers and dev managers:
- Stephan Blecon (WWE)
- Vladislav Baranovsky (WWE)
- Andrew Robinson (Adapters)
QA Managers:
- Masha Filinova (Migration/Upgrade/Deployment)
- Arnaud Danou (WWE)
- Oleksiy Dudkin (WWE + maybe API)
- Irina Novitskaya (Adapters)
Writers:
- Matthew West (WWE Help, localization, and release notes)
- Lorraine Lannoye (API guide)
Others: Boris Nicolas - Senior Director Omnichannel Desktop, Andrew Bezuglov - Technical Support Analyst

Please use this list when sending out documents for team review near the end of an iteration.

Meetings

The following is a list of the weekly meetings you will be required to attend:

Wednesday 12:30 pm : Workspace Web Edition PCT meeting. Run by Morgan Salou.
Wednesday 1:30 pm: CRM Integration meeting. CRM is an internal word for Gplus Adapters. Run by Lora Pesnya.
Thursday 12:00 pm: Workspace Web Edition demo meeting. Run by Morgan Salou. Developers demonstrated features in progess.
Friday 12:30 pm: HTCC Status Meeting. Run by Lora Pesnya. This is all members of all subteams in the HTCC project.

Important

All times listed above are in Atlantic Standard Time (AST)

Iteration Timeline

In general, you can expect that each project cycle will be approximately 2 months long. Lora Pesna documents the schedule and timekeeping information in the minutes of the weekly HTCC meeting. Key dates to look for on the project schedule are:

Milestone/Activity	Description
Preparation for Design Checkpoint	The Project Manager, Lora, creates Jira tickets for each of the requirements. Through these tickets, you will be notified as to what features require doc tasks. If there is definitely impact to the docs or she is unsure, Lora will tag you in a comment so that you can preview the requirement. Example: HTCC-26809. Lora asks the development team for WWE to add the following line in the Environment field in the developer Jira ticket: `[DOC][<product>][<book>] <URL to the design document>`, where book is one of the following: CFG, UG, API, DEP, or DEV. When this information is provided in the Environment field, I can create a doc task. We link doc tasks as Included in the parent doc task (HTCC-26778 and Implements to the correspondinng dev task. If there is no impact, Lora doesn't tag you. I doublecheck the list of scoped features anyway to ensure nothing was missed. See Iteration 18 Feature list. I open each of the features and review the descriptions to look for potential impact. Link any doc tasks correspond to improvement tasks for the developers, or is a pure document improvement as Relates to the parent doc task. Prior to the Design Checkpoint date, Lora will ask every member of the team to provide approval on the scope. She'll send out an email to which you are to respond with the text Approved. If you don't approve, please raise issues early enough for Lora to react.
Design Checkpoint	Occurs on the last day of the current iteration and kicks off the next iteration. Design checkpoint is only declared when all team members approve of the scope of the iteration.
All Docs (manual) ready for team review	Between Day 1 of the iteration and All Docs Ready date, you are researching, writing, assigning complete work to developers for review, getting sign off from QA. This date is always two weeks before Delivery Checkpoint. On this date, you should have all features already documented and approved by a developer and a QA person. If a particular feature is not signed off by QA yet, you can still launch the review. For the review request, I use a template word document (I will post to Alfresco and link here). Please reuse my last word document to create your own. When you send the email to request the review: Copy and paste the contents of the word document into the body of an email. CC to everyone on the team list at the top of this TOI page. Update the first paragraph with current iteration details (replace Iteration 17 with Iteration 18). I generally give 3-4 business days for reviewers to return their comments or approvals.
All Docs Approved	This is the day before the Delivery Checkpoint. You should not be writing after this point. All approvals should be in. You might have to send out reminders for people to review, leading up this this date. On this date or even starting a day or two before, I run the Validation Tool on all my books. The books should be clean by end of All Docs Approved day.
Delivery Checkpoint	The go-ahead to publish typically occurs mid- to late-afternoon (Atlantic time). You will see two emails. First email is from Lora and is titled Internal Delivery Announcement. Don't publish yet. The second email is noreply@genesys.lab.com and is titled GA: Availability Announcement: Web Services and Applications - 8.5.2. This is your GO signal to start publishing. After you finish publishing, notifiy Matt, Lorraine, and Lora that you published your documents. Likewise, Matt and Lorraine will notify when they have published theirs.

My Books

Web Services and Applications Configuration Guide

Draft version location: https://docs.genesys.com/Documentation/HTCC/8.5.2DRAFT/IWWDep/Welcome
Cloud impact: None
Developers: Stephane Blecon and Stephane Hervochon
QA: Arnaud, Romuald or designate. The developer will assign your task to the correct QA after he approves a task.

Web Services and Applications Deployment Guide

Draft version location: https://docs.genesys.com/Documentation/HTCC/8.5.2DRAFT/Dep/Welcome
Cloud impact: None
Developers:
QA:

Workspace Web Edition Developer's Guide and API Reference

Draft version location: https://docs.genesys.com/Documentation/HTCC/8.5.2DRAFT/Dev/Welcome
Cloud impact: None
Developers:
QA:

Gplus Adapter User's Guide

Draft version location: https://docs.genesys.com/Documentation/HTCC/8.5.2DRAFT/GPA/Welcome
Cloud impact: Yes. Devon Judge will require you to keep him updated as to what user guide changes you make in each iteration. When the Cloud product (BEC) upgrades, he will take your changes and apply them to the cloud versioin of the doc.
Developers: Andrew Robinson
QA: Irina Novitskaya

Important

Gplus Adapters is a small, but complicated product and doc set. I will give a detailed overview in a separate section.

Migration Guide

Draft version location: https://docs.genesys.com/Documentation/HTCC/8.5.2DRAFT/MIG/Welcome
Cloud impact: No
Developers: Not developer dependant, see QA people for guidance
QA: Masha Filinova, Daniil Marshchekov

The migration guide includes the procedures for upgrading from one iteration to the next iteration. It also includes other upgrade considerations, and a list of new options and APIs included in each release.

Release Notes

Matthew is the best person to go over the release note cycle with you. He pulls the release notes together. My input is as such:

For adapters only, the developer writer writes the RN text in the Jira ticket and I edit the text.
I don't write or edit non-adapter RN text.
I assist Matthew as needed.
When the Release Note is compiled, I do a peer review for Matthew.
I handle any other reviewers comments that related to adapters.

There is some complexity over the way that RN text is formatted for adapters. If you follow these guidelines, you should be safe:

Preparation and Publication Steps

In the final week of the iteration:

Run the Validation Tool on all your books to fix broken links, fix TOC issues, and remove change bars and editorial markups.
Request a peer edit from another writer on the team.
Ensure that all defects are closed.

On delivery day:

Wait for Lora to give the go-ahead to publish.
Use the Update and Purge tool to publish the documents.
Open the TOC for the current version in one window.
Open the TOC for the draft version in another window.
Compare the two TOCs. Fix any issues. For example, new pages get pushed to the bottom of the released TOC. You'll need to edit the TOC to put the new pages in the proper location.

Obsolete content

Enabling Agents to View KPIs and Contact Center Statistics

You can configure Workspace Web Edition to display Key Performance Indicators (KPIs) and Contact Center Statistics in the Workspace Web Edition interface so that your agents can receive warnings and errors based on their statistics.

Important

KPIs and Statistics are reported only for the voice channel.

Web Services reports statistics based on the statistic names that you specify in the statistics.yaml file. You must configure the statistic names in the WS_Cluster application object by using Genesys Adminstrator (or Configuration Manager).

Important

The name of the statistic must correspond to the value of statistic-name in the statistics.yaml file.

statistics.yaml Setup

The statistics that are specified in the statistics.yaml file define which statistics and object types Web Services requests from Stat Server. A default statistics.yaml file is included with Web Services. It contains all of the statistics that Web Services needs internally as well as those that are required by the agent and supervisor applications.

The statistics.yaml file is located in the main Web Services config folder (this is defined by the config.path variable, which is set to /opt/jetty/genconfig by default on the ubuntu voice machine).

The following is an example entry in the statistics.yaml file which demonstrates how it maps to the section in configuration server.

name: OutboundCalls
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
    category: TotalNumber
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallOutbound
    subject: DNAction

Click the link below to see an example of a statistics.yaml file:

[+] statistics.yaml

---
name: CurrentTargetState
notificationFrequency: 0
notificationMode: IMMEDIATE
objectType: AGENT
statisticDefinitionEx:
  category: CurrentTargetState
  mainMask: '*'
  subject: DNStatus
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
---
name: CurrentAgentState
notificationFrequency: 0
notificationMode: IMMEDIATE
objectType: AGENT
statisticDefinitionEx:
  category: CurrentState
  mainMask: '*'
  subject: DNAction
---
insensitivity: 0
name: Total_Answered
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
saveHistory: true
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: TotalNumber
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: CallAnswered
  subject: DNAction
---
insensitivity: 0
name: Total_Abandoned
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
saveHistory: true
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: TotalNumber
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: CallAbandoned
  subject: DNAction
---
insensitivity: 0
name: Current_In_Queue
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: CurrentNumber
  mainMask: CallWait
  subject: DNAction
---
insensitivity: 0
name: CurrMaxCallWaitingTime
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: CurrentMaxTime
  mainMask: CallWait
  relativeMask: CallWait
  subject: DNAction
---
insensitivity: 0
name: CurrAvgCallWaitingTime
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: CurrentAverageTime
  mainMask: CallWait
  relativeMask: CallWait
  subject: DNAction
---
insensitivity: 0
name: AverageWaitingTime
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: AverageTime
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: CallWait
  relativeMask: CallWait
  subject: DNAction
---
insensitivity: 0
name: CurrentNotReadyAgents
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: CurrentNumber
  mainMask: AfterCallWork, NotReadyForNextCall
  subject: DNStatus
---
insensitivity: 0
name: CurrentReadyAgents
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: CurrentNumber
  mainMask: WaitForNextCall
  subject: DNStatus
---
insensitivity: 0
name: CurrNumberInCall
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: CurrentNumber
  mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound, CallRinging, CallDialing
  subject: DNStatus
---
insensitivity: 0
name: CurrentNumberLoggedInAgents
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: CurrentNumber
  mainMask: '*,~LoggedOut,~NotMonitored'
  subject: DNStatus
---
insensitivity: 0
name: LongestIdleTime
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: CurrentMaxTime
  mainMask: WaitForNextCall
  subject: DNStatus
---
insensitivity: 0
name: AverageHandlingTime
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: AverageTime
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound, AfterCallWork
  relativeMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound
  distinguishByConnId: true
  subject: DNStatus
---
insensitivity: 0
name: MissedCallsForSkill
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: TotalNumber
  mainMask: CallForwarded
  subject: DNAction
  intervalType: SlidingWindow
  intervalLength: 9999999
  dynamicTimeProfile: 3600:10
  distinguishByConnId: false
---
insensitivity: 0
name: AverageHandlingTime
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: AverageTime
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound, AfterCallWork
  relativeMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound
  distinguishByConnId: true
  subject: DNStatus
---
insensitivity: 0
name: Productivity
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: AverageNumberPerRelativeHour
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: CallInbound,CallOutbound,CallInternal,CallConsult,CallUnknown
  relativeMask: '*,~LoggedOut,~NotMonitored'
  subject: DNStatus
  distinguishByConnId: true
---
insensitivity: 0
name: InboundCalls
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: TotalNumber
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: CallInbound
  subject: DNAction
---
insensitivity: 0
name: InternalCalls
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: TotalNumber
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: CallInternal
  subject: DNAction
---
insensitivity: 0
name: OutboundCalls
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: TotalNumber
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: CallOutbound
  subject: DNAction
---
insensitivity: 0
name: ConsultCalls
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: TotalNumber
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: CallConsult
  subject: DNAction
---
insensitivity: 0
name: MissedCalls
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: TotalNumber
  mainMask: CallForwarded
  subject: DNAction
  intervalType: SlidingWindow
  intervalLength: 9999999
  dynamicTimeProfile: 3600:10
  distinguishByConnId: false
---
insensitivity: 0
name: ReadyDuration
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: TotalAdjustedTime
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: WaitForNextCall
  subject: DNStatus
---
insensitivity: 0
name: WrapDuration
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: TotalAdjustedTime
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: AfterCallWork
  relativeMask: AfterCallWork
  subject: DNStatus
---
insensitivity: 0
name: TalkDuration
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: TotalAdjustedTime
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound
  subject: DNAction
---
insensitivity: 0
name: HoldDuration
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: TotalAdjustedTime
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: CallOnHoldInbound,CallOnHoldOutbound,CallOnHoldInternal,CallOnHoldConsult,CallOnHoldUnknown
  subject: DNAction
---
insensitivity: 0
name: TimeInCurrentState
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: CurrentTime
  mainMask: '*'
  subject: DNStatus
---
features: api-multimedia-chat
insensitivity: 0
name: AverageHandlingTime_Chat
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: ' MediaType=chat & ~PairExist("InteractionSubtype","InternalConferenceInvite")'
  category: AverageTime
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: InteractionHandlingUnknown,Coaching,InteractionHandlingInternal,InteractionHandlingOutbound,InteractionHandlingInbound
  relativeMask: InteractionHandlingUnknown,Coaching,InteractionHandlingInternal,InteractionHandlingOutbound,InteractionHandlingInbound
  subject: DNStatus
  maskType: MEDIA
---
features: api-multimedia-email
insensitivity: 0
name: AverageHandlingTime_Email
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=email
  category: AverageTime
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: InteractionHandlingUnknown,Coaching,InteractionHandlingInternal,InteractionHandlingOutbound,InteractionHandlingInbound
  relativeMask: InteractionHandlingUnknown,Coaching,InteractionHandlingInternal,InteractionHandlingOutbound,InteractionHandlingInbound
  subject: DNStatus
  maskType: MEDIA
---
features: api-multimedia-chat
insensitivity: 0
name: Productivity_Chat
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: ' MediaType=chat & ~PairExist("InteractionSubtype","InternalConferenceInvite")'
  category: AverageNumberPerRelativeHour
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: InteractionHandlingInbound,InteractionHandlingOutbound,InteractionHandlingInternal,Coaching,InteractionHandlingUnknown
  relativeMask: '*,~Available,~NotAvailable'
  subject: DNStatus
  maskType: MEDIA
---
features: api-multimedia-email
insensitivity: 0
name: Productivity_Email
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=email
  category: AverageNumberPerRelativeHour
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: InteractionHandlingInbound,InteractionHandlingOutbound,InteractionHandlingInternal,Coaching,InteractionHandlingUnknown
  relativeMask: '*,~Available,~NotAvailable'
  subject: DNStatus
  maskType: MEDIA
---
features: api-multimedia-chat
insensitivity: 0
name: InboundChats
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: ' MediaType=chat & ~PairExist("InteractionSubtype","InternalConferenceInvite")'
  category: TotalNumber
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: InteractionAccepted
  subject: DNAction
  maskType: MEDIA
---
features: api-multimedia-email
insensitivity: 0
name: InboundEmails
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=email
  category: TotalNumber
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: InteractionAccepted
  subject: DNAction
  maskType: MEDIA
---
features: api-multimedia-chat
insensitivity: 0
name: ChatDuration
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: ' MediaType=chat & ~PairExist("InteractionSubtype","InternalConferenceInvite")'
  category: TotalAdjustedTime
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: InteractionHandlingUnknown, Coaching, InteractionHandlingInbound
  subject: DNAction
  maskType: MEDIA
---
features: api-multimedia-email
insensitivity: 0
name: EmailDuration
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=email
  category: TotalAdjustedTime
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: InteractionHandlingUnknown, Coaching, InteractionHandlingInbound
  subject: DNAction
  maskType: MEDIA
---
features: api-multimedia-email
insensitivity: 0
name: TimeInCurrentEmail
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=email
  category: CurrentTime
  mainMask: '*'
  subject: DNStatus
  maskType: MEDIA
---
features: api-multimedia-twitter
insensitivity: 0
name: TimeInCurrentTwitter
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=twitter
  category: CurrentTime
  mainMask: '*'
  subject: DNStatus
  maskType: MEDIA
---
features: api-multimedia-facebook
insensitivity: 0
name: TimeInCurrentFacebook
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=facebook
  category: CurrentTime
  mainMask: '*'
  subject: DNStatus
  maskType: MEDIA
---
features: api-multimedia-workitem
insensitivity: 0
name: TimeInCurrentWorkitem
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=workitem
  category: CurrentTime
  mainMask: '*'
  subject: DNStatus
  maskType: MEDIA
---
features: api-multimedia-email
insensitivity: 0
name: OutboundEmails
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=email
  category: TotalNumber
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: InteractionStartedOutbound
  subject: DNAction
  maskType: MEDIA
---
features: api-multimedia-chat
insensitivity: 0
name: TransferredChats
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: ' MediaType=chat  & ~PairExist("InteractionSubtype","InternalConferenceInvite")'
  category: TotalNumber
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: TransferMade
  subject: DNAction
  maskType: MEDIA
---
features: api-multimedia-chat
insensitivity: 0
name: MissedChats
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: ' MediaType=chat & ~PairExist("InteractionSubtype","InternalConferenceInvite")'
  category: TotalNumber
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: InteractionRevoked
  subject: DNAction
  maskType: MEDIA
---
features: api-multimedia-chat
insensitivity: 0
name: RejectedChats
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: ' MediaType=chat & ~PairExist("InteractionSubtype","InternalConferenceInvite")'
  category: TotalNumber
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: InteractionRejected
  subject: DNAction
  maskType: MEDIA
---
features: api-multimedia-email
insensitivity: 0
name: TransferredEmails
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=email
  category: TotalNumber
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: TransferMade
  subject: DNAction
  maskType: MEDIA
---
features: api-multimedia-email
insensitivity: 0
name: MissedEmails
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=email
  category: TotalNumber
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: InteractionRevoked
  subject: DNAction
  maskType: MEDIA
---
features: api-multimedia-email
insensitivity: 0
name: RejectedEmails
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=email
  category: TotalNumber
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: InteractionRejected
  subject: DNAction
  maskType: MEDIA
---
features: api-multimedia
insensitivity: 0
name: ReadyDuration_Email
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=email
  category: TotalAdjustedTime
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: Available
  subject: DNStatus
  maskType: MEDIA
---
features: api-multimedia-chat
insensitivity: 0
name: ReadyDuration_Chat
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: MediaType=chat
  category: TotalAdjustedTime
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: Available
  subject: DNStatus
  maskType: MEDIA
---
insensitivity: 0
name: ServiceLevel
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
saveHistory: false
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: ServiceFactor1
  subject: DNAction
  intervalType: SlidingWindow
  intervalLength: 9999999
  dynamicTimeProfile: 3600:10
  timeRangeLeft: 0
  timeRangeRight: 120
  timeRangeLeft2: 0
  timeRangeRight2: 10
---
insensitivity: 0
name: ServiceLevel
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_Q
saveHistory: false
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: ServiceFactor1
  subject: DNAction
  intervalType: SlidingWindow
  intervalLength: 9999999
  dynamicTimeProfile: 3600:10
  timeRangeLeft: 0
  timeRangeRight: 120
  timeRangeLeft2: 0
  timeRangeRight2: 10
---
insensitivity: 0
name: Current_In_Queue
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_Q
statisticDefinitionEx:
  dynamicFilter: MediaType=voice
  category: CurrentNumber
  subject: DNAction
  mainMask: CallWait
---
features: api-multimedia-chat
insensitivity: 0
name: TransferredChatsToQueue
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: ' PairExists("IW_RoutingBasedRequestType", "InitTransfer") & MediaType=chat'
  category: TotalNumber
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: InteractionHandlingInbound, InteractionHandlingInternal, InteractionHandlingOutbound
  subject: DNAction
  maskType: MEDIA
---
features: api-multimedia-email
insensitivity: 0
name: TransferredEmailsToQueue
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
  dynamicFilter: ' PairExists("IW_RoutingBasedRequestType", "InitTransfer") & MediaType=email'
  category: TotalNumber
  dynamicTimeProfile: 0:00
  intervalType: GrowingWindow
  mainMask: InteractionHandlingInbound, InteractionHandlingInternal, InteractionHandlingOutbound
  subject: DNAction
  maskType: MEDIA

Statistics Reporting Setup

Web Services uses several statistics internally to support contact availability and also provides a default set of statistics that are displayed in the agent interface.

Web Services Node Configuration

The value of the nodeId property must be set in the server-settings.yaml file. The value of this option must be a unique identifier for each node in a Web Services cluster. All nodes that share the same Cassandra storage read the contact centers that require statistics and divide the monitoring tasks among the nodes.

Statistics Time-to-Live

You can define the time-to-live for statistic storage in server-settings.yaml file by using the statisticsTTL property. If this optional parameter is not defined, the default value of 86400 (24 hours) is used. This property defines the interval of time for which the value of the statistics are stored.

Configuring KPIs and Statistics for Workspace Web Edition

To display statistics (KPIs) in the My Statistics tab of the Workspace Web Edition interface, you must specify at least one statistic in the kpi.displayed-kpis option.

The kpi.displayed-kpis option is configured in the interaction-workspace section in the WS_Cluster application.
The value of this option is a coma-separated list of section names defined in the WS_Cluster application. Each section has an option named statistic-name that corresponds to a statistic that is defined in the statistics.yaml file and depends on what is supported by your Stat Server application. Specify the statistics in the order in which you want the statistics to be displayed in the Workspace interface.

To display contact center statistics in the Contact Center Statistics tab of the Workspace Web Edition interface, you must specify at least one statistic in the statistics.displayed-statistics option.

The statistics.displayed-statistics option is configured in the interaction-workspace section in the WS_Cluster application.
The value of this option is a coma-separated list of section names defined in the WS_Cluster application. Each section has an option named statistic-name that corresponds to a statistic that is defined in the statistics.yaml file, and depends on what is supported by your Stat Server application. Specify the statistics in the order in which you want the statistics to be displayed in the Workspace interface.

Important

The statistics and KPIs that are in the statistics.yaml file are the only statistics and KPIs that are currently supported by Workspace. Genesys recommends that you do not modify the statistics.yaml file.

The following attributes are available for each statistic that you specify in the related section:

measurement-unit — an optional display value
statistic-name — the name of the statistic to be displayed. This must correspond to the value of the name attribute in the statistics.yaml file.
statistic-type — (optional) the type of statistic, either numeric or duration (in HH:MM:SS format). If the attribute isn't specified, numeric is used unless the statistic name ends with "Duration".
warning-level-high — (optional) the maximum value of the statistic before a warning is raised. No warnings below this value.
warning-level-low — (optional) the minimum value of the statistic before a warning is raised. No warnings above this value.
error-level-high — (optional) the maximum value of the statistic before an error is raised. No errors below this value.
error-level-low — (optional) the minimum value of the statistic before an error is raised. No errors above this value.
worst-value-high — (optional) the maximum value of the statistic before a critical error is raised.
worst-value-low — (optional) the minimum value of the statistic before a critical error is raised.

The following is an example of a KPI section called KPI-OutboundCalls that you can define for the OutboundCalls statistic in the WS_Cluster options by using Configuration Manager:

[KPI-OutboundCalls]
description=Total number outbound calls
statistic-name=OutboundCalls
warning-level-low=4

To display this KPI in the My Statistics tab, set the value of the kpi.displayed-kpis option to KPI-OutboundCalls.

The following is an example of a Contact Center Statistic section called CC-AverageWaitingTime that you can define for the AverageWaitingTime statistic in the WS_Cluster options by using Configuration Manager:

[CC-AverageWaitingTime]
statistic-name=AverageWaitingTime

To display this statistic in the Contact Center Statistics tab, set the value of the statistics.displayed-statistics option to CC-AverageWaitingTime.

The following is an example of a configuration (.cfg) file that is related to a statistics configuration for the options in a WS_Cluster object that is exported from Configuration Manager:

[+] statistics-kpi.cfg

Stat Server Configuration

Any Stat Server application in a Genesys environment to which the Web Services node/cluster will connect must include a set of statistic definitions that match those that are specified in the statistics.yaml file.

Only Agent Statistics and Skills Statistics should be specified for KPIs.
Only Queue Statistics should be specified for Contact Center Statistics.

DESCRIPTION

Handling Chat in Mobile Apps

GME Cloud Integration with IBM Websphere Commerce

GVG900IntegrationWP

Release Notes

Knowledge Center CMS Web Services and Applications

Example

window._genesys.cxwidget.gwe = {

	httpEndpoint: 'http://www.website.com/gwe/',
	httpsEndpoint: 'https://www.website.com/gwe/'
};

Example

window._genesys.cxwidget.gwe = {

	httpEndpoint: 'http://www.website.com/gwe/', httpEndpoint: 'http://www.website.com/gwe/', httpEndpoint: 'http://www.website.com/gwe/', httpEndpoint: 'http://www.website.com/gwe/', httpEndpoint: 'http://www.website.com/gwe/', httpEndpoint: 'http://www.website.com/gwe/', httpEndpoint: 'http://www.website.com/gwe/',
	httpsEndpoint: 'https://www.website.com/gwe/'


window._genesys.cxwidget.gwe = {
 
	httpEndpoint: 'http://www.website.com/gwe/', httpEndpoint: 'http://www.website.com/gwe/', httpEndpoint: 'http://www.website.com/gwe/', httpEndpoint: 'http://www.website.com/gwe/', httpEndpoint: 'http://www.website.com/gwe/', httpEndpoint: 'http://www.website.com/gwe/', httpEndpoint: 'http://www.website.com/gwe/',
	httpsEndpoint: 'https://www.website.com/gwe/'
};
};

Play Buttons

Logging in and going Ready

	[+] Show Video: Logging in to Workspace Agent Desktop		[+] Show Video: Using the status controls
	[+] Show Video: Quick tour of the main window

Logging in and going Ready

	Logging in to Workspace Agent Desktop		Using the status controls
	Quick tour of the main window

thumbnail test

"How To" Videos

Logging in and going Ready

Logging in to Workspace Agent Desktop

Using the status controls

Quick tour of the main window

Handling voice calls

	[+] Watch video: Taking a Voice Call		[+] Watch video: Transferring a call to an Agent Group
	[+] Watch video: How to make a new call

Using a web phone

[+] Watch video: Using a Web Phone

Using the Browser Communications Diagnostics Tool to Troubleshoot Call Quality Problems-147041627

[+] Watch video: Troubleshooting call quality issues

Outbound Campaigns

Overview

[+] Show video: Outbound Campaign Overview

Automatic record retrieval (Predictive and Progressive Campaigns)

[+] Show video: Automatic Mode

Manual record retrieval (Preview Campaigns)

[+] Show video: Manual Mode

Handling email

Receiving a new email

[+] Show video: Receiving a new email

Sending an outgoing email

[+] Watch video: Sending an email

Handling chats

Handing a chat interaction with a customer

[+] Show video: Handling a chat

Sending a URL to your customer

[+] Show video: Sending weblinks to your contact

Finding and managing contacts and interactions

Contact History Tab

[+] Show video: Contact History

How to find a contact using the Team Communicator

[+] Watch video: Finding a Contact

Contact Directory Overview

[+] Show video: Contact Directory Overview

Finding Contacts using Quick Search

[+] Watch video: Contact Directory Quick Search

How to view details as a grid or list in the Contact Directory

[+] Show video: Contact Directory Viewing Details as a Grid or a List

How to call or email a contact using the Contact Directory

[+] Show video: Contact Directory Phone and E-mail

Browser history

Viewing the Browser History of Your Customers

[+] Watch video: Viewing the Browser History of Your Customers

Instant Messaging in your organization

Sending and receiving texts with others in your organization

[+] Watch video: Texting with others in your organization

Using team lead features

Team Lead Workbins Overview

[+] Watch video: Team Lead Workbins Overview

Latest RN Video

Genesys Knowledge Center

What is Genesys Knowledge Center?

Genesys Knowledge Center allows you to make the best use of your enterprise knowledge by capturing, storing, and distributing it wherever it is needed.

Helpful Links

Release Notes

Knowledge Center CMS

Knowledge Center Server

Knowledge Center Plugin for Administrator

Knowledge Center Plugin for WDE

International Release Notes

Knowledge Center Plugin for WDE Language Pack Portuguese (Brazilian)

Knowledge Center Plugin for WDE Language Pack Spanish (Spain)

Knowledge Center Plugin for WDE Language Pack German

Knowledge Center Plugin for WDE Language Pack French (France)

READ release information: New in 8.5 Releases | Readme | Product Alerts

Current documentation set for Genesys Knowledge Center 8.5

Deployment Guide Use this book to deploy Genesys Knowledge Center.

Developer's Guide Use this book to customize Genesys Knowledge Center.

API Reference Use this book to understand the Genesys Knowledge Center APIs.

User's Guide Find information about the CMS and the GKC plugins for Workspace Desktop Edition and Pulse.

Quick Start Guide Find out how to get Genesys Knowledge Center up and running in no time.

Migration Guide Use this book to migrate Genesys Knowledge Center.

Genesys Knowledge Center 8.5 Release Information

Click below to see New in This Release, Readme, and Product Alerts information for 8.5 releases.

[+] Show release information

New in 8.5.x Releases

[+] New in Release 8.5.2

The following new features were added in the 8.5.2 release:

Knowledge Center Plugin for Workspace Desktop Edition improvements

Added Favorites, allowing agents to save content that they use frequently.
Added My Documents, allowing agents the option to view the documents that they authored.
Added Federated Search, allowing agents the ability to search multiple knowledge bases at the same time.
Added 5-star rating, allowing agents to provide feedback using a star rating scheme.
Added feedback via commenting, allowing agents to provide feedback to the system through comments.
Added Access Controls for Agent Authoring, allowing for agent permissions around authoring drafts on new content to be enabled or disabled.
Updated the User Interface which now displays tabs for for Ask, Browse, and History on the Workspace plugin.

Knowledge Center Plugin for Administrator improvements

Added Article Content Type, allowing Authors to create content using the Article content type in addition to the FAQ content type.

Knowledge Center Server improvements

Added Federated Search, allowing agents the ability to search multiple knowledge bases at the same time.
Added Channel-specific content, allowing agents to look for content that is specific to a channel (for example, chat or e-mail).
Added feedback via commenting, allowing agents to provide feedback to the system through comments.
Added 5-star rating, allowing agents to provide feedback using a star rating scheme.
Added Health Monitoring where the server exposes a set of key performance metrics which help to monitor the health of the solution.
Added My Documents, allowing agents the option to view the documents that they authored.
Added Favorites, allowing agents to save content that they use frequently.
Added reporting improvements:
- New dashboard to analyze the knowledge loaded into the server has been added.
- New metrics based on 5-star ratings and content usage (client, channel) have been added to existing dashboard.

Knowledge Center CMS improvements

Added Channel-specific content, allowing agents to look for content that is specific to a channel (for example, chat or e-mail).
Added feedback via commenting, allowing agents to provide feedback to the system through comments.
Added 5-star rating, allowing agents to provide feedback using a star rating scheme.
Enabled embedded images, enhancing authored content.
Enabled HTML links in authored content.
Added Article Content Type, allowing Authors to create content using the Article content type in addition to the FAQ content type.
Added Health Monitoring where the server exposes a set of key performance metrics which help to monitor the health of the solution.

Improved Language Support

The experience and process around managing languages with documents has been improved.
Added International Data Support, providing the ability to enter data in non-Latin based languages.

System improvements

Localization Kits now include Context Information, enabling improved translation and simplifying verification testing by allowing the tester to know where to look for effects of translated content.
Added login time language selection, enabling the system to determine which localized resources to load at startup time.
Added the use of Transport Layer Security (TLS) Message Server and Solution Control Server.

[+] New in Release 8.5.1

The following new features were added in the 8.5.1 release:

Knowledge Center Plugin for Workspace Desktop Edition

Workspace Desktop Plugin localization for French, German, Portuguese, Spanish
Enables agents to:
- work with knowledge bases in multiple languages
- view attachments within found answers
- post comments to documents that don't match their questions, allowing documents to be improved
Added browsing capability, allowing navigation through the content of knowledge bases
Added support for formatted content in the documents
Multiple minor improvements to interfaces around the agent experience for the Workspace Desktop integrations

Improved Language Support

Content Management System (CMS) support for authoring of content in any language that is UTF-8 compliant
NLP search available for content authored in French, German, Italian, Portuguese, and Spanish (keyword-based search is already supported for any UTF-8 compliant language.)

Security Improvements

Mutual TLS (Transport Layer Security) for the Knowledge Center Server and the CMS.

Pulse Reporting Improvements

Expanded dashboards in Pulse enable deeper dives into knowledge events analysis
GEO location tracking and reporting of questions/searches based on IP address
Reporting API: access to data around events such as search, content viewed, content feedback and others
Keyword clouds
Role-Based Access Control: When you add qualifying skills to a knowledge base, only agents with those skills may access that knowledge base.
Ability to secure ElasticSearch API from data modification requests

Integrations

Configurable web integration with:
- Genesys Email Forms
- Genesys Web Engagement
- Genesys Web Callback

Search Tuning Enhancements

System can use customer implicit feedback (such as navigation through result provided) to improve search precision over time
Confidence score: Question and answer matching boosted when a customer opens an answer and keeps answer open for a long period of time

Knowledge Center CMS

Rich text editing capabilities available for content authoring in CMS
Ability to setup regular, automatic synchronizations of changed and approved content from CMS to Knowledge Center Server

Other Improvements

Indexer:
- imports documents with all allowed fields (including custom fields and attachments) from XML files
- applies XSLT transformation to provided XML files to align structure
Sample UI supports:
- attachment viewing
- rich text document viewing
- comments for negative feedback

[+] New in Release 8.5.0

The following new features were added in the 8.5.0 release:

Indexing and Federated Search
- Index knowledge from a variety of data sources and expose them via a single search interface
- Search for knowledge using simple natural language–like sentences
- Search content quickly with an auto-complete feature that provides suggestions as you type your search phrase
- Collects user feedback in order to promote or demote a given knowledge article's relevance for future searches
- Supports keyword search for multiple languages
- Index structure optimized for international content

Agent Empowerment
- Exposes knowledge seamlessly via a plugin to Workspace Desktop Edition, the app where agents spend most of their time interacting with customers
- Gives agents customer search history so that they know what the customers have searched, reviewed, and ignored online before they escalated to human-assisted service
- Allows agents to search knowledge bases for any content that may not have been exposed to public websites and filter the results based on context and metadata to find the right answer quickly
- Transfer the resulting knowledge to the interaction response with a single click
- Leverage your agent’s subject matter expertise and allow them to contribute content to the knowledge base—administrators can review the content before publishing it for customer consumption

APIs and Integrations
- Genesys Knowledge Center comes with a rich set of APIs for:
  - Session Management
  - Knowledge Base Operations
  - FAQ Retrieval
  - Feedback Management
  - Reporting
- Proactively offer Chat or Callback or Call Us (phone number) with the help of Genesys Proactive Engagement, when there is negative feedback or no answer was found
- Easily customizable widgets that can be exposed to the external website and intranet sites are available out-of-the-box

Content Management
- Configure knowledge base structure, custom tags, visibility, and other properties
- Create content with or without rich media attachments
- Predefined approval workflow allows administrators to approve content before publishing

Administration, Deployment, and Management
- Role-based access for Agents, Administrators, Content Managers and Reporting Users
- Simple and easy-to-use user interfaces for configuration
- Allows you to store data in an external RDBMS system
- Data structure is optimized for international content
- Allows you to export knowledge bases into the default language configured for Knowledge Center Server
- Allows you to configure additional languages for a knowledge base
- A separate metadata file which allows access to the Administrator plugin
- Installation includes pre-integrated Pulse dashboards
- This component must be used with the 8.5.000.20 versions of the other components of Genesys Knowledge Center

Supported Platforms
- Java 7
- Supported Browsers
  - Firefox
  - Chrome
  - Internet Explorer
  - Safari

Genesys Knowledge Center 8.5.x Readme

[+] Additional Resources
[+] Read the Legal Notices

Copyright

Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.

Trademarks

Genesys and the Genesys logo are registered trademarks of Genesys Cloud Services, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.

All other trademarks are the property of their respective owners.

Third Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions.

This product includes software developed by the Indiana University Extreme! Lab (http://www.extreme.indiana.edu/).
This product includes software under the W3C Software Notice and License Copyright 1994-2002 World Wide Web Consortium, (Massachusetts Institute of Technology, Institut National de Recherche en Informatique et en Automatique, Keio University). All Rights Reserved. http://www.w3.org/Consortium/Legal/", Include in readme acknowledgements: 'This product includes software developed by the OpenSymphony Group (http://www.opensymphony.com/).
This product includes LibTIFF software developed by Sam Leffler at Silicon Graphics
This product includes software developed by Vladimir R. Bossicard as well as other contributors (http://junit-addons.sourceforge.net/).
This products includes JOTM software from the World Wide Web Consortium and other contributors.
This product includes software developed by the JDOM Project (http://www.jdom.org/).
This product includes software developed by the Jaxen Project (http://www.jaxen.org/).
This product includes software developed by Clinton Begin (http://www.ibatis.com/).
This product includes Hypersonic SQL.
This product includes software developed by the Visigoth Software Society (http://www.visigoths.org/).
This product includes Dom4J developed by the Dom4J Project (http://www.dom4j.org).
This product includes software developed by Andy Clark.
This product includes software developed by the Apache Software Foundation (http://www.apache.org/).
This product includes software developed by the Spring Framework Project (http://www.springframework.org).
This product includes ANTLR Parser Generator"
Jquery.localize.js distributed under terms of the MIT license.
Istack Commons 2.16 is distributed under terms of the Common Development and Distribution License 1.1
jersey 1.8 is distributed under terms of the Common Development and Distribution License 1.1
JaxB 2.2.7 RI is distributed under terms of the Common Development and Distribution License 1.1
Jhighlight 1.0 is distributed under terms of the Common Development and Distribution License 1.1
Expression Language API 2.2.4 RI is distributed under terms of the Common Development and Distribution License 1.1
Common Annotations for the JavaTM Platform API 1.2 is distributed under terms of the Common Development and Distribution License 1.1
Javaassist 1.16.1-GA is distributed under terms of the Apache License Version 2.0 (http://www.apache.org/licenses/LICENSE-2.0)

Genesys Knowledge Center 8.5.x Product Alerts

The following information applies to Genesys 8.5.x software and is important for you to note.

[+] Show Product Alerts

Llannoye

Genesys Co-browse sessions

Session identifiers

Starting a session

Starting a co-browse session from Genesys Widgets

Participating in a co-browse session

Stopping a co-browse session from Genesys Widgets

Stopping a co-browse session from Genesys Widgets

Genesys Co-browse

Release Notes

Documentation

Genesys Co-browse plug-in for Interaction Workspace Help"> Genesys Co-browse plug-in for Interaction Workspace Help

Genesys Co-browse 8.5 Release Information

New in 8.5.x Releases

Genesys Co-browse 8.5.x Readme

Copyright

Trademarks

Third Party Software

Genesys Co-browse 8.5.x Product Alerts

Release Notes

Documentation

Genesys Co-browse plug-in for Interaction Workspace Help"> Genesys Co-browse plug-in for Interaction Workspace Help

Genesys Co-browse 8.5 Release Information

New in 8.5.x Releases

Genesys Co-browse 8.5.x Readme

Copyright

Trademarks

Third Party Software

Genesys Co-browse 8.5.x Product Alerts

Release Notes

Documentation

Genesys Co-browse plug-in for Interaction Workspace Help"> Genesys Co-browse plug-in for Interaction Workspace Help

Readme and Advisory

Krista's TOI

Agent Setup

Team

Meetings

Upgrade Schedule

The Book

The Environment

Sample workflow

HTCC Project

Project Overview

Team Members

Meetings

Iteration Timeline

My Books

Web Services and Applications Configuration Guide

Web Services and Applications Deployment Guide

Workspace Web Edition Developer's Guide and API Reference

Gplus Adapter User's Guide

Migration Guide

Release Notes

Preparation and Publication Steps

Obsolete content

Enabling Agents to View KPIs and Contact Center Statistics

statistics.yaml Setup

Statistics Reporting Setup

Web Services Node Configuration

Statistics Time-to-Live

Configuring KPIs and Statistics for Workspace Web Edition

Stat Server Configuration

Release Notes

Example

Example

Play Buttons

Logging in and going Ready

Logging in and going Ready

thumbnail test

"How To" Videos

Contents

Logging in and going Ready

Handling voice calls

Using a web phone

Outbound Campaigns

Handling email

Handling chats

Finding and managing contacts and interactions

Browser history

Instant Messaging in your organization