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PEC Solution

This page documents information that pertains to the Premier Edition Cloud solution as a whole. To view component-level information, click one of the following links:


Known Issues

This section is a cumulative list of known issues for all releases.

eServices

Chat

The Chat feature is an add-on option to the inbound voice contact center and is not visible until activated. Contact your account representative or Genesys Customer Care, if you wish to activate this feature.

Administrators
  • Chat-only agents are not supported. Chat is only available as an add-on channel for agents with voice services.
  • Administrators cannot configure the Chat channel for individual agents—for example, agents who are assigned to chat interactions only. By default, all agents are automatically configured for all channels (Voice, Chat, and Email).
    • Workaround: Go to My Status in VCC Agent Desktop and set the channels to Log Off for channels that the agent does not want interactions from.
  • Administrators cannot configure the number of simultaneous chats that agents can handle. By default, the current limit for simultaneous chats is 3.
Supervisors
  • The chat statistics in VCC Dashboard are refreshed every 5 minutes.
  • The Chat Service Levels for the Chat Handle Time statistic are not available in VCC Dashboard.
  • Supervisors are not able to monitor agents who are engaged in live chat sessions.
Agents
  • When an agent is handling a chat and needs to consult with another agent, the agent can initiate a voice consult. Chat consults are currently not supported.
  • Standard/Canned responses are not supported.
  • Chat is not currently supported by CTI Adapters.
Contacts
  • The Estimated Wait Time (EWT) is not displayed on the website Chat widget when a contact initiates a chat session.
  • The Chat Website widget only supports contact initiated chats. For example, the Chat widget does not automatically offer the website visitor a chat option based on business logic.

Email

The Email feature is an add-on option to the inbound voice contact center and is not visible until activated.

Administrators
  • Emails can only be routed to a single (configured) skill. See Email Settings View for more information.
  • Standard/Canned responses are not supported.
  • Administrators cannot configure the Email channel for individual agents—for example, agents who are assigned to email interactions only. By default, all agents are currently automatically configured for all channels (Voice, Chat, and Email).
    • Workaround: Go to My Status in VCC Agent Desktop and set the channels to Log Off for channels that the agent does not want interactions from.
Supervisors
  • The email statistics in VCC Dashboard are refreshed every 5 minutes.
  • Supervisors are not able to monitor agents who are engaged in email sessions.
  • The Email Service Levels for the Email Handle Time statistic are not available in VCC Dashboard.
Agents
  • Email is not currently supported by CTI Adapters.
  • The ability to send internal emails between agents is not supported.
Contacts
  • Initiating emails from web-based forms is not supported.

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This page was last modified on November 11, 2016, at 03:30.