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Workspace Desktop Edition Help

Genesys Workspace Desktop Edition (Workspace) is a modular, customizable application that enables you to handle contact center interactions, monitor contact center and personal KPIs, and consult with your colleagues.

The Workspace Desktop Edition Help contains information about how to:

Workspace Help

If you've already been through training and/or the Workspace User's Guide, you can use this Help document to remind you how to use a specific feature. You can access this Help document directly from the Workspace application Help menu, or by bookmarking this URL.

About This Help

The following topics explain some of the main features of Workspace Desktop:

Workspace User's Guide

Check out the Workspace User's Guide for a complete set of detailed lessons on using all of the different features of Workspace.

Each lesson walks you step-by-step through every interface to show you how to use it.

Getting Started

The Getting Started lessons are a good place to begin your journey.

Workspace Videos

Here are a handful of handy tip videos that you might find useful when you are using Workspace!

Main Window Overview

Using the Interaction Window

Using Call Timers

Using standard response shortcut keywords

Create hyperlink text (email & chat)

Workspace Web Edition Training Videos

Workspace Web Edition is the browser-based version of Workspace. It does not have all the features and functionality of Workspace Desktop Edition; however, it shares most of the same basic functionality. You might find some of the videos on this page useful — just remember, not all the features you have in Workspace Desktop Edition are available in Workspace Web Edition, and also that Workspace Web Edition has a few features that you do not have in Workspace Desktop Edition.

Frequently Asked Questions (FAQ)

How do I change password?

  • If this is your first time logging on, you might have to change your password. This happens automatically. A message box is displayed that walks you through the steps. If you are not sure about any of the prompts, your administrator or supervisor can provide you with the details.
  • If you need to change your password, send a request to your supervisor requesting a change password email. You supervisor will reset your password, and you will receive a confirmation email. Follow the instructions in the email to change your password.

What are Skills?

  • Skills are things that you are good at, like product specialization or a language that you speak.
  • When your supervisor sets up your account, she or he assigns skills and skill levels based on what you can do.
  • Skills are used to direct calls to you. If someone calls about a product that you are specialized on, the call will be directed to you and others with the same skill on that product.

How can I find my Call Stats?

How do I transfer, conference, or consult on my call?

Workspace lets you start a conference call with someone in your company, transfer your call to another agent or your team lead, or start a consultation call with another member of your team. The call controls at the top of the voice call interaction toolbar open the Team Communicator, a universal lookup tool, that lets you search for and dial other team members. You can also use the Team Communicator to call someone inside your organization.

What kind of calls and interactions does Workspace let me handle?

I'm a Team Lead, what can I do with Workspace?

  • Workspace has special features for those of you who are Team Leads and Supervisors. You can:
    • Monitor calls and chat (silently listen in)
    • Coach calls and chat (whisper coaching)
    • Barge-in to calls and chat (joining the call)
    • QA emails

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