Functionality Overview
This category introduces the functionality of Interaction Workspace. For details about using the functionality, refer to Interaction Workspace User's Guide and Interaction Workspace Context-Sensitive Help. Interaction Workspace provides a secure agent interface to the Genesys 8 Suite. The functionality of Interaction Workspace is controlled for each agent by Role Based Access Control (RBAC). This section describes the functionality in general terms. Refer to Interaction Workspace User's Guide and Interaction Workspace Context-Sensitive Help for detailed explanations of the functionality and interface use. The general functionality of Interaction Workspace is described in the following sections:
- Agent Login And Authentication
- Managing Agent Status
- Managing Agent Inactivity
- Previewing Incoming Interactions
- Handling Interactions
- Interaction Workspace SIP Endpoint
- Recording SIP Voice Interactions
- Active Recording And Screen Capture
- E-Mail Quality Assurance
- Monitoring SIP Voice Interactions (including Team Lead functionality)
- Monitoring Chat Interactions (including Team Lead functionality)
- Communicating Internally
- Viewing Broadcast Messages
- Viewing User And Group Metrics
- Viewing Contact-Center Metrics
- Managing Contacts
- Hiding Selected Data In Logs
- Client-side Port Security
- Business Continuity
- Accessibility And Navigation
Interaction Workspace features two modal views: Main View and Gadget. Refer to Interaction Workspace User's Guide and Interaction Workspace Context-Sensitive Help for detailed explanations of how to use these two different views. For information about configuring the Main View, see Main view. For information about configuring the Gadget, see Gadget and Statistics Gadget.