Workspace Desktop Edition User's Guide Workspace Desktop Edition 8.5.1 9/21/2021 Table of Contents Workspace 8.5 User's Guide 4 Getting Started 6 Workspace Concepts 7 Workspace Windows and Views 8 Team Communicator Overview 21 Finding Contacts, Internal Targets, and Interactions 23 Role-Based Access Definition 27 Role Privilege Definition 28 Basic Use-Case Summary 29 Log In 32 Main Window Basics 40 Manage Your Status 43 Forward Your Calls 47 Find A Contact Or An Internal Target 49 Handling Interactions 58 Using the Interaction Bar 62 Handle A Voice Call 66 Handle A Voice Consultation 80 Transfer A Voice Call 86 Conference A Voice Call 93 Record Interactions 104 Handle Callback Interactions 106 Handle Web Callback Interactions 112 Handle Outbound-Campaign Voice Interactions 117 Handle Internal Instant Messaging 141 Handle A Chat Interaction 150 Handle A Chat Consultation 167 Transfer A Chat Interaction 171 Conference A Chat Interaction 177 Handle an Altocloud Chat Interaction 186 Handle An Email Interaction 188 Handle An SMS or MMS Interaction 217 Transfer An SMS or MMS Interaction 230 Handle A Facebook Interaction 235 Handle A Twitter Interaction 245 Handle An RSS Interaction 256 Handle A Workitem Interaction 261 Handle an Apple Business Chat Interaction 265 Handle a WhatsApp Interaction 270 Blend Different Media Into A Single Conversation 275 Edit Case Information And Record Information 291 Using The Standard Response Library 296 Apply Disposition Codes 307 Contact and Interaction Management 315 Manage Contact History 316 Manage Your History 328 Manage Contacts and Contact Information 333 Find Interactions 345 Using Workbins 351 Team Lead Functionality 358 Monitor Coach And Barge-in Interactions 359 Workbin and Queue Management 375 Change agent state and log off agents 381 Contact Center Tasks 385 View KPIs And Statistics 386 Receive Business And System Messages 392 Connect to your Voicemail Messages 395 Personalize Your Workspace 397 What's New in Workspace? 402 Workspace 8.5 User's Guide 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 Handling Interactions Find information about Workspace and learn Find information about handling interactions, how to log in and start using the application. such as voice (and voice with video), Internal IM, E-mail, Chat, and SMS. Getting Started Handling Interactions Workspace Concepts Outbound Campaigns Log In Finding Interactions Manage Your Status Using the Altocloud tab Handling Social Media Contact Management Find information about handling Social Media Find information about viewing and managing interactions. previous interactions with a contact. Twitter Finding Interactions Facebook Managing Contact History RSS Managing Your History Managing Contacts and Contact Information Workspace Desktop Edition User's Guide 4 Workspace 8.5 User's Guide Using Workbins Team Lead Functionality Find detailed information about accessing Find information about how a Team Supervisor interactions that are stored in a workbin. can monitor, coach, and barge-in on agents who are handling voice and chat interactions. Using Workbins Team Lead Functionality Using Workbins to Access Stored Interactions Monitor, Coach, and Barge-in Interactions Workbin and Queue Management Contact Center Tasks Document Change History Find information about how to view KPIs and A list of topics that are new or that have statistics, receive business and system changed since the previous release. messages, and personalize your workspace. Change History Contact Center Tasks For information about releases 8.1.2 and View KPIs And Statistics earlier, see the PDF version of the Interaction Workspace 8.1.3 User's Guide Receive Business And System Messages Workspace Desktop Edition User's Guide 5 Getting Started Getting Started These lessons introduce you to Workspace, the next-generation Genesys agent desktop interface, and show you how to get started accepting interactions. This topic contains the following sub-topics (click a link below or use the TOC on the left to navigate this section): • Workspace Concepts • Log In • Main Window Basics • Manage Your Status • Forward Your Calls • Find A Contact Or An Internal Target Videos There are some videos on the Workspace Help landing page that you might find useful. Even more videos are available for the latest Cloud version of Workspace. The user interface is a little different, but you might find these videos instructive. Workspace Desktop Edition User's Guide 6 Getting Started Workspace Concepts Workspace Concepts This lesson introduces you to Workspace, the next-generation Genesys agent desktop interface. Privilege- and role- driven capabilities, as well as features that focus on the needs of the user, make Workspace a total agent solution. The Workspace agent interface enables users to invoke interactions that are related to existing interactions-- ensuring a consistent customer experience. This lesson contains the following sections: • Introduction • Workspace Windows and Views • Team Communicator Overview • Finding Contacts, Internal Targets, and Interactions • Definition--Role-Based • Definition--Role Privilege • Basic Use-Case Summary Introduction Workspace is the customer-interaction user interface for the Genesys 8 suite. The Workspace application enables you to manage, from your workstation desktop, both Public Switched Telephone Network (PSTN)-based and Internet-based contact interactions. Workspace enables you to handle customer interactions, manage your status, and interact with others in your contact center. Privileges are assigned to you, based on your role. You might be a junior agent who has only a limited set of media and controls, you might be an expert agent who has access to all of the privileges that are available through Workspace, or you might have a specialized role created for you by your administrator that enables you to handle specific types of interactions. Workspace Desktop Edition User's Guide 7 Getting Started Workspace Concepts Workspace Windows and Views Workspace displays on your workstation desktop a set of Views and Windows, that contain the components, features, and controls that enable you to perform the tasks that are assigned to you, based on your privileges. The Views and Windows enable you to perform multiple functions, such as previewing and accepting interactions; or managing your status, settings, and contacts. Atomic views typically enable you to perform a single function, such as viewing case information or specifying a disposition code. Some views, such as the Case Information view, are displayed in separate windows. Other views are part of a window, such as the Voice Interaction window; these are displayed in one window along with other components, features, and controls . Refer to the Workspace Desktop Edition Help for details on the functionality in each window and view. Views, Windows, Components, Features, and Control Overview The Workspace Views and Windows enable you to perform multi-step tasks and provide you with many functional options. The following Windows are included in Workspace; however, through customization, many more can be created: • Login Window--The first view that you see (see Log In). It enables you to identify yourself and, if required, enter additional login data, based on your role or on the technical environment. Workspace Login Window • Main Window--Enables you to manage your status, contacts, and settings; view your Key Performance Indicators (KPIs) and system messages; and launch new interactions. Workspace Desktop Edition User's Guide 8 Getting Started Workspace Concepts Workspace Main Window • Statistics Gadget--Enables you to view your KPIs and Contact Center Statistics in a permanent view. Statistics can be viewed in a ticker and/or in a static view. Workspace Statistics Gadget • Interaction Preview--Displays an interactive notification of a new inbound interaction. The preview includes case information to enable you to decide whether to accept, reject, or redirect the interaction (see Handling Voice Interactions). Workspace Interaction Preview • Voice Interaction Window--Enables you to view all of the information that is necessary to handle a voice interaction with a contact. This window also contains information about contacts and the Team Communicator. • Web Callback--Enables you to view all of the information that is necessary to handle a Web Callback voice interaction with a contact. • Outbound Campaign--Enables you to view all of the information that is necessary to handle an Outbound Campaign voice interaction with a contact. • Consultation--Enables you to initiate a call to an internal expert or support person. It is part of the Team Communicator functionality. • E-Mail--Enables you to view all of the information that is necessary to handle an email interaction with a contact. • Chat--Enables you to view all of the information that is necessary to handle a chat interaction with a contact. • SMS--Enables you to view all of the information that is necessary to handle an SMS Page interaction or an SMS Session interaction with a contact. Workspace Desktop Edition User's Guide 9 Getting Started Workspace Concepts • Workitems--Documents that might be directed to you for handling. They include numerous non-interactive media types, such as faxes, that you might have to view while you are handling interactions of another type,