Revision as of 22:12, June 22, 2018 by Llannoye (talk | contribs)
Jump to: navigation, search

Llannoye

Copyright

All Genesys software is © Copyright 20182019-2021201820182018-20222016-201820182017-20222013–20182011–20252016–2018201920152013-2019202120182016–20172015-20182013-201920242011–2019201920242011–20192010-20222019-20222014 – 20182018201820162019 Genesys Cloud Services, Inc. All rights reserved.

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. The following list describes specific third-party code and functionality for this product: {{Documentation::Library:3rdParty:9.0Source}}

The following new features were introduced in the 9.0.005.15 release:

  • Co-browse now supports websites, including images and CSS, that are fully behind authentication (see Static Resource Synchronization).
  • Co-browse now uses Redis for data storage. Cassandra has been deprecated and support will be removed in a future release.
  • Co-browse now provides Historical Reporting via Genesys Customer Experience Insights (GCXI).
  • Agents now have a zoom-to-fit/actual size control, allowing them to avoid unnecessary scrolling and to get a better overall picture of the co-browsed content.
  • Co-browse now provides an improved UI representation of masked/restricted data for agents.
  • Co-browse now masks images when data masking is used.
  • Embedded Cassandra is no longer supported.
  • Support for OpenJDK 8.

The following new features were introduced in the 9.0.000.07 release:

  • The Session ID is now displayed in a format that is easier to read, avoiding errors when the end-user must read it to an agent over a voice connection.
  • CORS policy is now stricter. By default, allowed origins are left empty and are no longer set to “all origins allowed (“*”)“. You must configure allowed origins during deployment.
  • Genesys Co-browse Server can now be deployed on Windows Server 2016 and Hyper-V Windows 2016.
  • Genesys Co-browse now supports Citrix XenDesktop v7.6 and Citrix XenApp v7.8.

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:

What's New

All 9.x products 9.x Genesys Co-browse Release Notes
Product Component Latest Starting

Genesys Co-browse

eServices Manager Plug-in for GAX

9.0.000.08

9.0.000.08

Genesys Co-browse Plug-in for Workspace Desktop Edition

9.0.005.47

9.0.000.06

Genesys Co-browse Server

9.0.016.09

9.0.000.07


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.

Plug-in for Workspace Desktop Edition Help

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


More Release Information

Other Genesys Resources

Legal Notices


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







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

  1. 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.
  2. Peter sets up a GCloud story to identify the documentation scope of each upgrade. We use this task as the doc plan.
  3. 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.
  4. 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.
  5. 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.
  6. 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

Web Services and Applications Deployment Guide

Workspace Web Edition Developer's Guide and API Reference

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

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:

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

On delivery day:

  1. Wait for Lora to give the go-ahead to publish.
  2. Use the Update and Purge tool to publish the documents.
  3. Open the TOC for the current version in one window.
  4. Open the TOC for the draft version in another window.
  5. 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

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.




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

VideoAvailable.png PlayButton.png Videoplaybutton.png Round No Bevel.png SimpleBevel.png White Camera Rounded Square Border 2.png No Bevel Rounded Border.png

Logging in and going Ready

PlayButton.png 		[+] Show Video: Logging in to Workspace Agent Desktop
PlayButton.png 		[+] Show Video: Using the status controls
PlayButton.png 		[+] 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

This topic features a collection of videos from the Genesys Vimeo channel that demonstrate some of the most commonly used features of Workspace Agent Desktop.

Logging in and going Ready

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

Handling voice calls

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

Using a web phone

PlayButton.png [+] Watch video: Using a Web Phone
  • Using the Browser Communications Diagnostics Tool to Troubleshoot Call Quality Problems-147041627
PlayButton.png [+] Watch video: Troubleshooting call quality issues

Outbound Campaigns

  • Overview
PlayButton.png [+] Show video: Outbound Campaign Overview
  • Automatic record retrieval (Predictive and Progressive Campaigns)
PlayButton.png [+] Show video: Automatic Mode
  • Manual record retrieval (Preview Campaigns)
PlayButton.png [+] Show video: Manual Mode

Handling email

  • Receiving a new email
PlayButton.png [+] Show video: Receiving a new email
  • Sending an outgoing email
PlayButton.png [+] Watch video: Sending an email

Handling chats

  • Handing a chat interaction with a customer
PlayButton.png [+] Show video: Handling a chat
  • Sending a URL to your customer
PlayButton.png [+] Show video: Sending weblinks to your contact

Finding and managing contacts and interactions

  • Contact History Tab
PlayButton.png [+] Show video: Contact History
  • How to find a contact using the Team Communicator
PlayButton.png [+] Watch video: Finding a Contact
  • Contact Directory Overview
PlayButton.png [+] Show video: Contact Directory Overview
  • Finding Contacts using Quick Search
PlayButton.png [+] Watch video: Contact Directory Quick Search
  • How to view details as a grid or list in the Contact Directory
PlayButton.png [+] Show video: Contact Directory Viewing Details as a Grid or a List
  • How to call or email a contact using the Contact Directory
PlayButton.png [+] Show video: Contact Directory Phone and E-mail

Browser history

  • Viewing the Browser History of Your Customers
PlayButton.png [+] Watch video: Viewing the Browser History of Your Customers

Instant Messaging in your organization

  • Sending and receiving texts with others in your organization
PlayButton.png [+] Watch video: Texting with others in your organization

Using team lead features

  • Team Lead Workbins Overview
PlayButton.png [+] 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.


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
Comments or questions about this documentation? Contact us for support!