Workspace 8.5 User's Guide

User's Guide for Genesys Workspace Desktop Edition (Workspace). For less detailed information about the topics covered in this User's Guide, see the Workspace Desktop Edition Help.

Getting Started

Find information about Workspace and learn how to log in and start using the application.

• Getting Started
• Workspace Concepts
• Log In
• Manage Your Status

Handling Interactions

Find information about handling interactions, such as voice (and voice with video), Internal IM, E-mail, Chat, and SMS.

• Handling Interactions
• Outbound Campaigns
• Finding Interactions
• Using the Altocloud tab

Handling Social Media

Find information about handling Social Media interactions.

• Twitter
• Facebook
• RSS

Contact Management

Find information about viewing and managing previous interactions with a contact.

• Finding Interactions
• Managing Contact History
• Managing Your History
• Managing Contacts and Contact Information

Using Workbins

Find detailed information about accessing interactions that are stored in a workbin.

• Using Workbins
• Using Workbins to Access Stored Interactions

Team Lead Functionality

Find information about how a Team Supervisor can monitor, coach, and barge-in on agents who are handling voice and chat interactions.

• Team Lead Functionality
• Monitor, Coach, and Barge-in Interactions
• Workbin and Queue Management

Contact Center Tasks

Find information about how to view KPIs and statistics, receive business and system messages, and personalize your workspace.

• Contact Center Tasks
• View KPIs And Statistics
• Receive Business And System Messages

Document Change History

A list of topics that are new or that have changed since the previous release.

• Change History
• For information about releases 8.1.2 and earlier, see the PDF version of the Interaction Workspace 8.1.3 User's Guide