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Handle An RSS Interaction

In this lesson, you will learn how to handle inbound RSS interactions fed from the web, how to view the web feed source, headline, and content; how to display channel and item category information; and how to display/update Actionability and Sentiment. This lesson contains the following sections:

About RSS

RSS is a family of web feed formats used to publish frequently updated works—such as news headlines, content, and blog entries—in a standardized format. An RSS source or document, (which is called a "feed" or "channel") includes full or summarized text, plus metadata such as publishing dates and authorship.

Genesys software allows business users to avoid manually inspecting all of the web feeds they are interested in, and instead subscribe to websites such that all new content is sent to Workspace when it becomes available.

A plug-in for Workspace enables it to handle RSS social media interactions. This lesson contains information about how to RSS interactions.

Receiving and Handling an Inbound RSS Interaction

If you are the selected internal target of an inbound RSS interaction, you receive a notice on your workstation desktop. You can decide to accept or reject the interaction. If you accept it, the RSS Interaction window is displayed. The RSS Interaction window contains information about the interaction and the controls that you need to complete the interaction.

Lesson: Handling an inbound RSS interaction

Purpose: To handle an inbound RSS interaction properly.

Prerequisites

Start

  1. A preview of the inbound interaction is displayed on your workstation desktop in an interactive-notification view (see the RSS Interaction interactive notification figure).
    RSS Interaction interactive notification

    The Interaction Preview contains a summary of information that pertains to the interaction, including contact information and type of interaction. The Interaction Preview might also contain Case Information, which is part of the case data about the interaction.

    Tip
    If you are using a screen reader, your system might be configured to give the focus to the Interaction Preview window. In this scenario, your screen reader will automatically read the window title to you. Navigate to the content area to have your screen reader read the Interaction Preview content. However, if your system is not configured to give the focus to the Interaction Preview window, to have your screen reader read the contents of the Interaction Preview window, you must use screen navigation to give the focus to the Interaction Preview. (Added: 8.5.101.14)
  2. You can choose to accept or reject the interaction in the Interaction Preview by performing one of the followings steps:
    • Click Accept to display the interaction.
    • Click Reject to return the interaction to the queue.
    • Do nothing. The interaction will time out and be redirected.
  3. If you accept the interaction, the inbound RSS Interaction window is displayed. The RSS Interaction window figure shows an example interaction.
    RSS Interaction window
    The original-routed RSS interaction appears in the left pane under the RSS interaction toolbar (see the RSS Interaction window figure).
  4. If there are interactions in progress for the current contact, the number of interactions is displayed beside the connection status of the interaction (see the figure - Dynamic Contact History Matrix).
    Dynamic Contact History Matrix

    Place your mouse pointer over the icon to display the number and type of interaction(s) in progress (except voice interactions) for the current contact. You might be configured to be notified if there are recent interactions for the current contact; if so, the number of recent interactions is displayed beside the connection status of the interaction (see the figure - Recent Interactions Matrix). Place your mouse pointer over the icon to display the number and type of recent interactions for the current contact. If you click the icon, the Contact view is opened and the History tab is displayed. Your system administrator defines the contents as interactions during the last-specified number of days.

    Recent Interactions Matrix
  5. You can then view the source of the RSS interaction, the headline, and content (see the RSS Interaction window figure).

End

Next Steps

  • You may wish to use some of the RSS-Specific Functionality described below. You may also wish to use some of the features in described in Workspace Functionality. When you are finished, click Done to stop the current interaction.The information is saved in the contact history and the RSS Interaction window is closed.

RSS-Specific Functionality

The RSS Interaction window provides some RSS-specific functionality. The following figure shows the relevant buttons and icons.

Buttons and Icons for RSS-Specific Functionality

You can:

  1. View RSS Web Feed Source, Headline, and Content. The RSS interaction window lets you view the source of the web feed, the headline, and content. Click the headline to go directly to the associated page on the website.
  2. View Channel and Item Category information. Click the Show Info button (see the Buttons and Icons for RSS-Specific Functionality figure) to view the channel copyright, language, published date, and item category.
  3. View the Actionability and Sentiment of the RSS interaction. When an RSS interaction arrives, you can view Actionability and Sentiment icons (see the Buttons and Icons for RSS-Specific Functionality figure), which could have one of the following values or be undeclared:
    • Actionability--Can be actionable, not actionable, or undeclared
    • Sentiment--Can be Positive, Negative, Neutral, or undeclared
    Actionable RSS interactions are colored yellow and non-actionable RSS interactions are colored in gray. Actionability and Sentiment are based on the classification and screening results that are described in the eServices 8.1 User's Guide.
  4. Update the Actionability and Sentiment of the RSS Interaction. While processing the interaction, you have the option to change the value of the corresponding Actionability and Sentiment key by clicking the related icon and then choosing the correct value.

Workspace Functionality

While you are interacting with your RSS interaction, you can use the general Workspace functionality in the RSS Interaction window.

Tip
Some of the procedures and tasks below are media-specific, but you can apply the information when working with RSS interactions.

Related Information

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This page was last modified on May 8, 2018, at 06:35.