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Case

In business, a set of interactions that are combined by the same business issue.
See also Issue.



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

Supervisor

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.



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

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.

Benefits

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.

Important
The functionality that is assigned to agents through their defined role determines the footprint of the Interaction Workspace application that is downloaded to their workstation. Agents who have simple roles assigned to them do not require as much space for the application as agents whose roles contain many privileges.

Main features

The following is a list of some of the main features of Workspace:

High-level architecture

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 Services, 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 Extension. See Architecture for a more detailed description of the Workspace architecture.

Time zones

Workspace displays all dates based on the time zone and the locale of the workstation where the user is logged in.

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This page was last modified on October 26, 2018, at 06:32.