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.
A type of Directory Number (DN) that is created to hold calls or messages that are waiting to be picked up. A queue is the holding point for calls or interactions that are waiting to be answered by an agent. The calls or interactions are usually assigned to available agents in a first-arrived, first-answered basis, but they may also be assigned according to a company’s routing strategies.
In Multimedia, a logical entity in the Interaction Server database that is represented as an object in business processes, and that is called an interaction queue. Typically, there is an Inbound queue, an Outbound queue, and various intermediary queues.
Objects that serve as containers of a particular type for attribute value objects.
Also known as an RP. Any point at which interactions wait for routing by Universal Routing Server (URS). These points have different names on different Private Branch Exchange (PBX) switches (for example, CCT, CDN, and VDN). Switches often have a script that is associated with them and that directs calls to a destination.
A category to which an agent is assigned for routing and management purposes. The relationship between an agent and an agent group is “many to many.” A collection of agents who share a common set of skills, such as being able to handle customer complaints.
A capability of an agent/resource that might be required in an interaction, such as language skills or knowledge of a business process.
A business entity that has common goals and procedures, and occupies part or all of a contact center. Tenants that share a contact center might be different businesses, or different divisions within the same business. Each tenant has its own Directory Numbers (DNs) and agents; it can also have its own switch. Some contact-center resources, such as the switch, can be shared among tenants.
The Genesys software component that provides an interface between your telephony hardware and the rest of the Genesys software components in your enterprise. It translates and keeps track of events and requests that come from, and are sent to, the Computer-Telephony Integration (CTI) link in the telephony device. T-Server is a TCP/IP-based server that can also act as a messaging interface between T-Server clients. It is the critical point in allowing your Genesys solution to facilitate and track the contacts that flow through your enterprise.
For computing security, Distinguished Name. Also see CN (Common Name) and SAN (Subject Alternative Name).
The physical location of equipment, which can be the destination for routing. An object, representing a location, that has one or more Directory Numbers (DNs) that are operated by a single agent. Inbound Communications (ICs) may be routed to a place instead of an agent, or routing may use place information to locate an 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.
Configuring system-access permissions
For Workspace to run correctly, the agent application must be granted permission to access specific system objects. When Workspace is launched, it connects to Configuration Server using the credentials of the agent who is logging in. Therefore, the required permissions to access system objects are typically much higher than those granted to an agent who uses Workspace.
To mitigate this situation you must assign three different kinds of permissions to the agent login:
- Execute permissions
- Read permissions
- Write permissions
The following subsections describe how to configure these permissions in the Permissions tab of the specified object. You can choose to configure agents individually by the Person object, or as a group by Access Group.
Refer to Genesys Administrator Extension Help and Genesys Security Guide for detailed information on how to use Genesys Administrator Extension and Management Framework to configure access permissions.
Configuring execute permissions
You must grant execute permissions for the Workspace application to each agent or groups of agents so that Workspace can connect to Configuration Server to start the application.
Configuring read permissions
Agents might require permissions to read from the Application objects that are referenced in the Connection list of the Workspace application object. They might be required to connect to one of these servers to activate its associated features. The following is a list of items to which an agent might require read access:
- The host of any application objects that are referenced in the Connection list of the Workspace application object.
- The Person object that corresponds to the agent.
- The Place object that corresponds to the voice channel to which the agent is assigned.
- The DN object that determines the capacity of the channel (Voice, IM). This information is stored in annex of the DN.
- The Switch and the T-Server object to determine the possible channel.
- The Tenant object.
- The Person objects of the Tenant to enable Team Communicator to access the firstname, lastname, and username of internal targets.
- The Skills objects of the Tenant to enable Team Communicator to access the names of Skills.
- The Agent Group objects of the Tenant to enable Team Communicator to access the names of Agent Groups.
- The Routing Point objects of the Tenant to enable Team Communicator to access the number, name, and switch.name of Routing Points.
- The ACD Queue objects of the Tenant to enable Team Communicator to access the number, name, and switch.name of ACD Queues.
- The User Properties of the agent's Tenant, logged in application, and agent's Agent Groups, to read corporate favorites for display in Team Communicator.
- The Business Attributes of the Tenant to enable the Contact module to use Business Attributes.
- The transaction object of the Tenant that can be used for overriding options of the strategy.
- The applications used as Backup servers and configuration Server application to have HA.
- Script objects of the tenant Interaction queue and workbins.
- The Calling List, Table Access, DB Access Point Application of Table Access, Format, Field objects reflecting the data structure of the campaigns where the agent will be engaged.
Configuring write permissions
If you have configured the agent to store preferences in their Person annex instead of on their local desktop or in a shared directory, you must grant that agent write permissions on their Person object.
If you plan to store agent preferences and personal information on a shared directory, refer to Storing the agent profile on a controlled shared host.
If you have configured your system to prompt for a the agent's phone number at login time (this requires SIP Server), you must grant write access to the agent on the SIP DN in which the agent logs in, to set the request-uri.