Jump to: navigation, search

Channels

Media channels (voice, chat, and email) are the different methods that you use to communicate with customers and others in your contact center.

Depending on your assignment or your contact center configuration, you might have all, some, or just one of the channels available to you.

Voice

The voice channel lets you handle voice interactions (calls) with both internal and external contacts.

[+] Click to show section

Chat

Chat is an add-on media channel option available for the the inbound voice contact center, but it's not visible until activated. Chat lets you handle chat interactions with both internal and external contacts. Chat is part of the eServices channels along with Email.

VCC263 Chat Config.png

See the How do I configure Genesys Webchat? and What are Chat widgets? topics for more information.

[+] Click to show section

Email

Email is an add-on media channel option available for the the inbound voice contact center, but it's not visible until activated. Email lets you handle email interactions with both internal and external contacts. See the How do I use the Email Accounts view? and What are Email widgets? topics for more information.


[+] Click to show section

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on May 4, 2018, at 06:35.