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
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In the narrow sense, a software object that is created by a server and represents an interaction in the broad sense.
Glossary
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
Workspace Desktop Edition 8.5 Deployment Guide
Deployment and Configuration information for Genesys Workspace Desktop Edition (Workspace)
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:
See the following topic for information about the Genesys Plug-ins that are available for Workspace:
Hybrid Integrations
Some Genesys Cloud services are available for Workspace. You must prepare your environment by provisioning a Genesys Engage Hybrid Integration and Integrating Genesys Predictive Engagement into Genesys Engage on-premises.
Installation and deployment introduction
Find information about concepts, features, functionality and environment.
Deploying Workspace
Find detailed information about planning your Workspace deployment.
Deployment Procedures
Find all of the procedures that you need to install and deploy Workspace.
Provisioning Workspace
Find all of the procedures that you need to enable the features of Workspace.
Configuration options and privileges
Find detailed descriptions for all of the configuration options and role privileges that are available in Workspace.
Document change history
A list of topics that are new or that have changed since the previous release.