Provisioning functionality

These topics introduce the functionality of Workspace and provide information about provisioning the functionality to suite the needs of your contact center. For details about using the functionality, refer to the Workspace 8.5 User's Guide and Workspace Context-Sensitive Help.

For details about how to use Genesys Administrator Extension to provision Genesys applications, refer to Genesys Administrator Extension Help and Genesys Administrator Extension Deployment Guide.

Workspace provides a secure agent interface to the Genesys 8 Suite. The functionality of Workspace is controlled for each agent by Role Based Access Control (RBAC). This section describes the functionality in general terms. Refer to the Workspace 8.5 User's Guide and Workspace Context-Sensitive Help for detailed explanations of the functionality and interface use.

Basic agent configuration

Find information about how to get an agent's account ready for the agent to login and start using Workspace.

• Setting Up Agents On The System
• Overriding Workspace Options
• Accessibility And Navigation
• Agent Login And Authentication
• Managing Agent Status
• Managing Agent Inactivity

Set up interaction channels

Find detailed information about how to configure communication channels like voice, outbound, email, and chat.

• Configuring the Behavior of Incoming Interactions
• Channels and Interaction Handling
• Enabling Internal And External Communications
• Call Recording And Screen Recording

Additional agent configuration

Find additional procedures for enabling reporting, KPIs, and contact management.

• Managing Contacts
• KPIs and Contact Center Statistics
• Reporting

System security and customization

Find all of the procedures that you need to protect your system, ensure business continuity, and balance interaction loads.

• Hiding Selected Data In Logs
• Client-side Port Security
• Business Continuity for SIP Server, Configuration Server, and Statistic Server
• eServices Load Balancing Business Continuity
• Load Balancing Using Clusters
• Customizing Display Names for Configuration Objects