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Interaction

Also known as an IxN. A media-specific exchange of information. Interaction types include telephone calls, e-mail exchanges, and instant-message sessions.
In the broad sense, an attempted communication between a customer and a contact center, in either direction. The attempt may be successful or not; it has a media type; it may give rise to other interactions (as when an incoming e-mail gives rise to an automatic acknowledgment); and it may belong to a series of related interactions, known collectively as a thread .
In the narrow sense, a software object that is created by a server and represents an interaction in the broad sense.



Glossary

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Agent

An employee in the contact center who takes service calls and processes subsequent data at a computer. In the system, an object that represents an employee in the contact center. In client-server applications, the part of the system that prepares and exchanges information on behalf of a client or server application. In a business role, a human resource whose primary role in the business consists in the handling of interactions.

A general term for someone who handles customer inquiries and support in a contact center. Besides handling telephone calls, agents also can be skilled in answering e-mails, holding chat sessions, and other contacts with customers using other media types. Also referred to as a customer service representative (CSR), sales representative, rep, associate, consultant, engineer, operator, technician, account executive, team member, customer service professional, staff member, attendant, or specialist.

In Workforce Management (WFM), a database object that is imported from the Configuration Database and represents a contact-center employee.
A Person object in Configuration Manager, where the Is Agent check box is selected.

In Premier Edition Cloud, a contact-center employee who handles calls, chat sessions, or emails, and processes this information using the VCC Agent Dashboard application.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Introduction

These pages introduce you to Workspace Desktop Edition, the Genesys agent desktop interface. Privilege- and role-driven capabilities, as well as features that focus on the needs of the user, make Workspace a total agent solution. The Workspace agent interface enables users to invoke interactions that are related to existing interactions -- thus ensuring a consistent customer experience. Workspace is a modular application that permits expansion and customization. See the following resources for information about how to customize and extend Workspace:

This page was last modified on May 8, 2014, at 09:16.

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