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Functionality Overview

The Workspace interface is composed of views and windows that contain the components, features, and controls that are required to complete a task such as handling an Inbound Voice Interaction.

Login—The first view that you see. It enables you to identify yourself and, if required, enter additional login data based on your role or the technical environment. To open the Login Window, launch the Workspace application.

Main Window—Enables you to manage your status, contacts, favorites, and settings; find existing interactions; view your KPIs and messages; and launch new interactions.


Statistics Gadget—Enables you to view your KPIs and contact center statistics in a permanent view. Statistics can be viewed in a ticker or in a static view.

Interaction Preview—Displays an interactive notification of a new inbound interaction. The notification is a preview that includes attached data that enables you to decide whether to accept or reject the interaction.

Voice Tasks

  • Voice Interaction—Enables you to view all of the information that is necessary to handle a voice interaction with a contact or an internal agent.
  • Internal Voice Interaction—Enables you to start a voice interaction with an internal target.
  • Voice Consult—Enables you to consult with another agent about the current voice interaction, before you initiate a conference with the agent or transfer to the agent.
  • Voice Recording—Enables you to record the current voice interaction with a contact or an internal target (for VoIP-/SIP-enabled agents only).
  • Video Interaction—Enables you to add the video channel to your current voice call.

Web Callback Interaction—Enables you to view the information that is necessary to handle a web callback voice interaction with a contact.

Chat Tasks

  • Chat Interaction—Enables you to view all of the information that is necessary to handle a chat interaction with a contact or an internal agent.
  • Chat Consult—Enables you to consult with another agent about the current chat interaction, before you initiate a conference with the agent or transfer to the agent.

E-Mail Interaction—Enables you to view all of the information that is necessary to handle inbound and outbound email interactions with a contact or internal agent, and how to handle QA review of outbound email interactions.

SMS Interaction—Enables you to view all of the information that is necessary to handle an SMS interaction with a contact.

Skype for Business Plugin—Enables you to view all of the information that is necessary to handle interactions with a contact in an environment that uses Skype for Business.

Facebook Interaction—Enables you to view all of the information that is necessary to handle a Facebook interaction with a contact.

TwitterInteraction—Enables you to view all of the information that is necessary to handle a Twitter interaction with a contact.

RSS Interaction—Enables you to view all of the information that is necessary to handle an RSS interaction with a contact.

Workitems—Enables you to view non-interactive media types, such as faxes.

Internal IM—Enables you to send an Instant Message (IM) to another agent (internal target) or receive an IM from an internal target.

Outbound Campaign Tasks

Plug-in Support

Workspace supports Genesys plug-ins for a variety of extended media channels, including social-media channels such as Facebook and Twitter. Refer to the documentation that comes with your Genesys eServices plug-ins for information about how to install and use these media channels.

Related Resources

The Workspace Desktop Edition User's Guide (English only) provides detailed lessons for using all the features of Workspace. You might find the following lessons useful:

Related topics

Top 10 pages

  1. Workspace Desktop Edition Help
  2. Main Window
  3. My Status
  4. Contact Directory
  5. Workbins
  6. Functionality Overview
  7. My Messages
  8. Login
  9. Voice Consultation
  10. Components, Features, and Controls

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This page was last modified on June 21, 2018, at 08:24.