A human resource whose primary role in the business consists in the direct management of agents, and who, therefore, may occasionally engage in the interaction-handling process (for example, for coaching or emergency purposes).
The person who has front-line responsibility for a group of agents. Generally, supervisors are equipped with special telephones and computer terminals that enable the monitoring of agent activities.
The process of listening to agents’ telephone calls for the purposes of maintaining quality. There are three types of monitoring:
—The agents are unaware that their calls are being monitored.
Side by Side
—The supervisor sits next to an agent and observes calls.
Record and Review
—The calls are recorded, played back, and assessed.
Standard Response Library
Also known as SRL. In eServices, a library of standard responses that agents can use in replies to inbound e-mails, or that strategies can use in acknowledgments and autoresponses. 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.
See also Genesys Content Analyzer.
In Multimedia, a contact-center object that holds interactions for later processing by a particular agent (or agent group, place, or place group). Agents can use workbins to store interactions on which they have started working, and on which they want to continue working at a later time. Interactions also can be distributed to workbins by Universal Routing Server (URS). A workbin is like a queue, in that it holds interactions. Nevertheless, a workbin differs from a queue in the following ways:
It is associated with a particular agent/place/group, and its major function is to hold interactions for that agent/place/group to process.
Agents can view the entire contents of the workbin, and pull interactions from it in any order. Agents also can pull interactions from queues, but only in the order that is defined by the queue.
Concepts And Features
Workspace features a unified user interface (UI) that empowers contact-center employees to make their contact center truly dynamic by enabling them to respond in real time to real-time information from a wide variety of touch points and channels.
Workspace enhances internal communications, user performance, and quality. Workspace features a privilege-driven flow of information based on roles that you assign to your agents.
The following is a list of some of the main features of Workspace:
- Role-based application
- Open Framework for integration and extendability
- Support of plug-ins from many Genesys solutions.
- Advanced Multi-Channel Interaction interface
- Active Call Recording
- Active Screen Recording
- Multiple Channels
- Inbound Voice for both SIP and TDM
- Outbound Campaigns
- Web Callback
- Print preview
- QA review
- Inbound Video
- Video Chat
- Chat (including support for Chat High Availability (HA) and nicknames)
- Web Callback
- Team Communicator
- Favorites and Corporate Favorites
- Internal Instant Messaging
- Standard Response Library and suggested responses (including filtering by language or other category)
- Agent and Contact-Center performance tracking
- Contact History Management
- Last-agent routing
- Broadcast Message viewing
- Disposition codes
- Customer context notifications
- Silent monitoring, coaching, and barge-in (SIP and Chat only; for Team Lead agents or from a 3rd party Supervisor, including monitoring the current interaction)
- Multi-site support
- Spelling check (including corporate dictionary support)
- Business Continuity (Disaster Recovery)
- Implementation of Language Packs to facilitate the customization of the User Interface in any non-right-reading language.
- Business Data Management and Case Data Management
Workspace incorporates Genesys interactions into a multi-modal paradigm that enables agents to invoke interactions within interactions to ensure a consistent customer experience.
Workspace is integrated with Genesys 8 components and applications, including Enterprise SDK, Platform SDK, Management Framework, T-Servers, Universal Contact Server, Interaction Server, Configuration Server Data Base, Statistics Server for Reporting, SIP Server, and various specialized plug-in IPs. Workspace is dependent upon Genesys Administrator. See Architecture for a more detailed description of the Workspace architecture.
Workspace displays all dates based on the time zone and the locale of the workstation where the user is logged in.