An item in the Standard Response Library, which stores prewritten responses for use as suggestions to agent, acknowledgment, and/or autoresponse. Each standard response is assigned to exactly one category in the system; however, a category may have zero or many standard responses assigned to it.
In Multimedia, a formula that uses variables, constants, and operators; allows a standard response to be personalized, relative to the contact to which it is addressed. This process of replacement is called Rendering.
Genesys eServices Field Codes Reference Manual
With field codes, you can compose standard responses that are automatically personalized when they are used. This feature is very similar to the Mail-Merge feature in word-processing applications such as Microsoft Word. Consider, for example, this standard response:
- Dear <$Contact.FirstName$>,
This response has two field codes. When an agent inserts this response into an e-mail, the first field code, <$Contact.FirstName$>, is replaced by the contact’s first name as it appears in Universal Contact Server. The second field code, <$Agent.Signature$>, is replaced by the agent’s signature as it appears in Configuration Manager.
For example, if an agent named Danielle uses this standard response while replying to an e-mail from a contact named Sam, the result might look like this:
- Dear Sam,
- Thank you for choosing My Cloud Security Systems.
See the "Field Codes" section of the Knowledge Manager User's Guide for information on how to use field codes in standard responses.
The remainder of this manual provides the following reference sections: