Standard Responses Library

The Standard Responses Library (SRL) enables you to access a database of prewritten standard responses for interactions. Agents can insert these responses as replies into any email or chat message.

Agents can modify the contents of a standard response after inserting it into an email interaction or chat message.

To use the Standard Responses Library, you must set up the multimedia feature in Web Services, by using the features-definition.json file.

Agents can insert these responses as replies into any email, instant messaging, or chat message, or they can read them to the contact during a voice interaction.

Before you begin, ensure the following prerequisites are met:

• A working knowledge of Genesys Administrator Extension.
• A Workspace Application object exists in the Configuration Database.
• Workspace has a connection to Universal Contact Server.
• The Procedure: Creating a Role and allowing an Workspace privilege and assigning a Role to an agent or agent group.
• The privilege.SRL.can-use option must be enabled.
• The following options are configured:
  • standard-response.categories
  • standard-response.field.<[Agent.]CustomFieldCode>
    • Default Value: ""
    • Valid Values: Any valid text string.
    • Changes take effect: At the next interaction.
    • Description: In the name of the option, CustomFieldCode represents a field code that is called in a Standard Response object created in eServices Manager and stored in Universal Contact Server. Use this option to specify a custom field code such as an agent nickname, role, department, or other qualification. The value of the option is specific to the agent, agent group, tenant, or application. Refer to Standard Responses Library for more information.

      The value of this option represents the data that is used to populate the corresponding field codes when a Standard Response is inserted into an interaction. You can format CustomFieldCode to represent a custom agent attribute using the following pattern: Agent.<CustomAgentAttr>, or any custom attribute by dropping the agent modifier: <CustomFieldCode>.

      Examples:

      • standard-response.field.Agent.Nickname = Lee
      • standard-response.field.Department = Sales

• Optional. To allow agents to use the Quick Search feature of the Responses database, enable the privilege.SRL.can-quick-search option.
• Optional. Ensure that privileges related to channels are enabled. For more details, see:
  • Setting Up Agents
  • Voice Interactions
  • Email Interactions
  • Chat Interactions

To enable an agent to access the Universal Contact Server database of prewritten standard responses for interactions:

1. For information about creating and managing Standard Responses and standard response field codes, refer to eServices Manager.
2. Enable an index search on SRL in the Universal Contact Server configuration.
   • Set the index\enabled option to true.
   • Set the index.srl\enabled option to true.
   For more details about these settings, refer to the UCS Configuration Options.
3. Configure the other Standard Response options to meet the requirements of your environment.
4. (Optional) Create custom field codes for agents, agent groups, tenants, or at the application level that can be used by Standard Response objects. Use the standard-response.field.<[Agent.]CustomFieldCode> option to specify a custom field code and value, such as an agent nickname, role, department, or other qualification, and then insert the field code into a Standard Response object.
   
   For example, you could create a set of field codes for a Standard Response for an agent signature such as the following:

   Name: "Signature"
   Text: "<$ Agent.Title $> <$ Agent.FullName $> (< $Agent.NickName$ >) - <$ Agent.Position $>
   <$ Department $>"

   In the Agent annex configure standard-response.field.<[Agent.]CustomFieldCode>:

   • 'interaction-workspace'/'standard-response.field.Agent.Title' = "Ms"
   • 'interaction-workspace'/'standard-response.field.Agent.NickName' = "Beth"
   • 'interaction-workspace'/'standard-response.field.Agent.Position' = "Technical Support Analyst"

   In the Agent Group annex (in Configuration Server):

   • 'interaction-workspace'/'standard-response.field.Department' = "Customer Care"