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= Agent Desktop (v9)= | = Agent Desktop (v9)= | ||
| + | |||
| + | __NOINDEX__ | ||
| + | {{Template:PEC_Migrated}} | ||
| + | |||
| + | |||
<!--{{ClosedProductNote}}--> | <!--{{ClosedProductNote}}--> | ||
{{BEC_Head | {{BEC_Head | ||
| − | |context=Agent Desktop lets contact center agents communicate with customers and team members through phone calls and Genesys Digital channels. | + | |context=Agent Desktop lets contact center agents communicate with customers and team members through phone calls and Genesys Digital channels. Supervisors can monitor, coach, and barge-in to interactions and can manage team workbins and QA email. |
}} | }} | ||
| − | {{NoteFormat|Due to continual changes to Agent Desktop, screen shots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you see in the product when you use it. | + | {{NoteFormat| |
| − | + | * Due to continual changes to Agent Desktop, screen shots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you see in the product when you use it. | |
| + | * Some Workspace Agent Desktop features are available only for Genesys Engage cloud users. | ||
| + | * Some Workspace Agent Desktop features are available only for Genesys Engage on-premises users. | ||
| + | |1}} | ||
<onlyinclude> | <onlyinclude> | ||
| + | If you are looking for the Agent Desktop v8 help, it is [[AgentDesktop|here]]. | ||
| + | ==Supervisor Tasks== | ||
| + | [[ADsuper|Supervisors]] can monitor, coach, and barge-in to interactions and can manage team workbins and QA email. | ||
{{CloudStep_Stack | {{CloudStep_Stack | ||
| − | |title= | + | |title=Agent Tasks |
|text= | |text= | ||
| − | + | Agents can | |
| − | *respond to or contact customers through the voice and Genesys Digital [[ADchannels|channels]] | + | *respond to or contact customers through the voice and Genesys Digital [[Documentation:PSAAS:Agent:ADchannels|channels]] |
| − | *get [[ADintinter|help from team members]] | + | *get [[Documentation:PSAAS:Agent:ADintinter|help from team members]] |
| − | *make sure that you are [[ADNav#Statistics|meeting your center's expectations]] (Statistics and KPIs) | + | *make sure that you are [[Documentation:PSAAS:Agent:ADNav#Statistics|meeting your center's expectations]] (Statistics and KPIs) |
| − | '''Ready?''' Watch the video for a quick tour of Agent Desktop, and then [[ADQuickStart|get started]]. | + | '''Ready?''' Watch the video for a quick tour of Agent Desktop, and then [[Documentation:PSAAS:Agent:ADQuickStart|get started]]. |
| − | '''Lost?''' See [[ADNav|Navigating Agent Desktop]]. | + | '''Lost?''' See [[Documentation:PSAAS:Agent:ADNav|Navigating Agent Desktop]]. |
|textwide= | |textwide= | ||
Looking for answers to specific questions? Try these topics: | Looking for answers to specific questions? Try these topics: | ||
| − | *[[ADcustinter|Customer interactions]] | + | *[[Documentation:PSAAS:Agent:ADcustinter|Customer interactions]] |
| − | *[[ADintinter|Internal interactions]] | + | *[[Documentation:PSAAS:Agent:ADintinter|Internal interactions]] |
| − | *[[ADchannels|Channels]] | + | *[[Documentation:PSAAS:Agent:ADchannels|Channels]] |
Are you a '''supervisor'''? You can [[Documentation:PSAAS:Supervisor:ADsuper|monitor agents, calls, and chat interactions]]. | Are you a '''supervisor'''? You can [[Documentation:PSAAS:Supervisor:ADsuper|monitor agents, calls, and chat interactions]]. | ||
|media1=GAPI_900_Welcome.png | |media1=GAPI_900_Welcome.png | ||
| − | |video= | + | |video=350870466 |
}} | }} | ||
| − | ==About | + | ==About The Agent Help== |
The following topics explain some of the main features of Agent Desktop: | The following topics explain some of the main features of Agent Desktop: | ||
<div class="map-box"> | <div class="map-box"> | ||
====About Agent Desktop==== | ====About Agent Desktop==== | ||
| − | * [[ADNav|How to navigate Agent Desktop]] | + | * [[Documentation:PSAAS:Agent:ADNav|How to navigate Agent Desktop]] |
| − | * [[ADcustinter|How to use Agent Desktop]] | + | * [[Documentation:PSAAS:Agent:ADcustinter|How to use Agent Desktop]] |
| − | * [[ADQuickStart|How to login to Agent Desktop]] | + | * [[Documentation:PSAAS:Agent:ADQuickStart|How to login to Agent Desktop]] |
| − | * [[ADVideos|Watch "How to" videos]] | + | * [[Documentation:PSAAS:Agent:ADVideos|Watch "How to" videos]] |
| − | * [[ADNav#Statistics|View Contact Center Statistics<br>and Your KPIs]] | + | * [[Documentation:PSAAS:Agent:ADNav#Statistics|View Contact Center Statistics<br>and Your KPIs]] |
</div> | </div> | ||
<div class="map-box"> | <div class="map-box"> | ||
====Voice and Digital Interactions==== | ====Voice and Digital Interactions==== | ||
| − | * [[ADcustinter|Call interaction features]] | + | * [[Documentation:PSAAS:Agent:ADcustinter|Call interaction features]] |
| − | * [[ADVoice|How to handle a call]] | + | * [[Documentation:PSAAS:Agent:ADVoice|How to handle a call]] |
| − | * [[ADChat|Inbound Chats]] | + | * [[Documentation:PSAAS:Agent:ADChat|Inbound Chats]] |
| − | * [[ADemail|Inbound and outgoing email]] | + | * [[Documentation:PSAAS:Agent:ADemail|Inbound and outgoing email]] |
| − | * [[ADMyWorkbins|In-progress and saved email]] | + | * [[Documentation:PSAAS:Agent:ADMyWorkbins|In-progress and saved email]] |
| − | * [[ADMyWorkbins|My Workbins]] | + | * [[Documentation:PSAAS:Agent:ADMyWorkbins|My Workbins]] |
| − | * [[ADOutbound|Outbound Calling Campaigns]] | + | * [[Documentation:PSAAS:Agent:ADOutbound|Outbound Calling Campaigns]] |
| − | * [[ADResponses|Using standard responses]] | + | * [[Documentation:PSAAS:Agent:ADResponses|Using standard responses]] |
</div> | </div> | ||
<div class="map-box"> | <div class="map-box"> | ||
====Call Tasks==== | ====Call Tasks==== | ||
| − | * [[ADintinter#conf|Conference Calls]] | + | * [[Documentation:PSAAS:Agent:ADintinter#conf|Conference Calls]] |
| − | * [[ADintinter#transfer|Transfer Calls]] | + | * [[Documentation:PSAAS:Agent:ADintinter#transfer|Transfer Calls]] |
| − | * [[ADintinter#consult|Consultation Calls]] | + | * [[Documentation:PSAAS:Agent:ADintinter#consult|Consultation Calls]] |
| − | * [[ADVoice#record|Recording Calls]] | + | * [[Documentation:PSAAS:Agent:ADVoice#record|Recording Calls]] |
| − | * [[ADintinter#Internal_Ready|Calling inside your organization]] | + | * [[Documentation:PSAAS:Agent:ADintinter#Internal_Ready|Calling inside your organization]] |
| − | * [[ADintinter#agentgroup|Calling an Agent Group]] | + | * [[Documentation:PSAAS:Agent:ADintinter#agentgroup|Calling an Agent Group]] |
| − | <!--* [[ADVoice#forward|Forward Your Phone]]--> | + | <!--* [[Documentation:PSAAS:Agent:ADVoice#forward|Forward Your Phone]]--> |
</div> | </div> | ||
<div class="map-box"> | <div class="map-box"> | ||
====Managing Your Status and Communications==== | ====Managing Your Status and Communications==== | ||
| − | * [[ADQuickStart#status|Manage your status]] | + | * [[Documentation:PSAAS:Agent:ADQuickStart#status|Manage your status]] |
| − | * [[ADNav#tcbar|Launch new interactions]] | + | * [[Documentation:PSAAS:Agent:ADNav#tcbar|Launch new interactions]] |
| − | * [[ADchannels|Manage your channels]] | + | * [[Documentation:PSAAS:Agent:ADchannels|Manage your channels]] |
</div> | </div> | ||
<div class="map-box"> | <div class="map-box"> | ||
====Managing Contacts==== | ====Managing Contacts==== | ||
| − | * [[ADcontacts#where|The Contact Directory]] | + | * [[Documentation:PSAAS:Agent:ADcontacts#where|The Contact Directory]] |
| − | * [[ADcontacts#find|Finding Contacts]] | + | * [[Documentation:PSAAS:Agent:ADcontacts#find|Finding Contacts]] |
| − | * [[ADhist#ContactHistory|Contact Interaction History]] | + | * [[Documentation:PSAAS:Agent:ADhist#ContactHistory|Contact Interaction History]] |
| − | * [[ADcontacts#add|Manual Contact Assignment]] | + | * [[Documentation:PSAAS:Agent:ADcontacts#add|Manual Contact Assignment]] |
</div> | </div> | ||
<div class="map-box"> | <div class="map-box"> | ||
====Managing Interactions and History==== | ====Managing Interactions and History==== | ||
| − | * [[ADhist#InteractionSearch|Interaction Search]] | + | * [[Documentation:PSAAS:Agent:ADhist#InteractionSearch|Interaction Search]] |
| − | * [[ADhist#MyHistory|My Interaction History]] | + | * [[Documentation:PSAAS:Agent:ADhist#MyHistory|My Interaction History]] |
</div> | </div> | ||
<div class="map-box"> | <div class="map-box"> | ||
====Customer Journeys==== | ====Customer Journeys==== | ||
| − | * [[ADcobrow|Use Co-browse to guide your customer's journey]] | + | * [[Documentation:PSAAS:Agent:ADcobrow|Use Co-browse to guide your customer's journey]] |
| + | * [[Documentation:PSAAS:Agent:ADAltocloud|Use Altocloud to track your customer's journey]] | ||
</div> | </div> | ||
<div class="clear"></div> | <div class="clear"></div> | ||
| Line 89: | Line 101: | ||
===How do I change password?=== | ===How do I change password?=== | ||
| − | * If this is your first time [[ADQuickStart|logging on]], you might have to change your password. This happens automatically. A message box is displayed that walks you through the steps. If you are not sure about any of the prompts, your administrator or supervisor can provide you with the details. | + | * If this is your first time [[Documentation:PSAAS:Agent:ADQuickStart|logging on]], you might have to change your password. This happens automatically. A message box is displayed that walks you through the steps. If you are not sure about any of the prompts, your administrator or supervisor can provide you with the details. |
* If you need to change your password, send a request to your supervisor requesting a change password email. You supervisor will reset your password, and you will receive a confirmation email. Follow the instructions in the email to change your password. | * If you need to change your password, send a request to your supervisor requesting a change password email. You supervisor will reset your password, and you will receive a confirmation email. Follow the instructions in the email to change your password. | ||
| + | ===What happens when I lose connection?=== | ||
| + | Sometimes network issues can cause Agent Desktop to lose connection to the system. Don't worry, see the [[Documentation:PSAAS:Agent:ADQuickStart#Disconnection|Handling a system disconnection]] article to find out what to do! | ||
===What are Skills?=== | ===What are Skills?=== | ||
* Skills are things that you are good at, like product specialization or a language that you speak. | * Skills are things that you are good at, like product specialization or a language that you speak. | ||
| Line 96: | Line 110: | ||
* Skills are used to direct calls to you. If someone calls about a product that you are specialized on, the call will be directed to you and others with the same skill on that product. | * Skills are used to direct calls to you. If someone calls about a product that you are specialized on, the call will be directed to you and others with the same skill on that product. | ||
===How can I find my Call Stats?=== | ===How can I find my Call Stats?=== | ||
| − | * Use the [[ADNav#Statistics|Performance Tracker]] to see your call activity, worktime, and other reports. | + | * Use the [[Documentation:PSAAS:Agent:ADNav#Statistics|Performance Tracker]] to see your call activity, worktime, and other reports. |
| − | * Use the [[ADNav#Statistics|Dashboard tab]] to see the list of statistics about the Routing Points, Queues, and other contact center objects. | + | * Use the [[Documentation:PSAAS:Agent:ADNav#Statistics|Dashboard tab]] to see the list of statistics about the Routing Points, Queues, and other contact center objects. |
===How do I transfer, conference, or consult on my call?=== | ===How do I transfer, conference, or consult on my call?=== | ||
| − | Agent Desktop lets you start a [[ADintinter#conf|conference]] call with someone in your company, [[ADintinter#transfer|transfer]] your call to another agent or your team lead, or start a [[ADintinter#consult|consultation]] call with another member of your team. The call controls at the top of the voice call interaction toolbar open the [[ADNav#tcbar|Team Communicator]], a universal lookup tool, that lets you search for and dial other team members. You can also use the Team Communicator to [[ADintinter#Internal_Ready|call someone inside your organization]]. | + | Agent Desktop lets you start a [[Documentation:PSAAS:Agent:ADintinter#conf|conference]] call with someone in your company, [[Documentation:PSAAS:Agent:ADintinter#transfer|transfer]] your call to another agent or your team lead, or start a [[Documentation:PSAAS:Agent:ADintinter#consult|consultation]] call with another member of your team. The call controls at the top of the voice call interaction toolbar open the [[Documentation:PSAAS:Agent:ADNav#tcbar|Team Communicator]], a universal lookup tool, that lets you search for and dial other team members. You can also use the Team Communicator to [[Documentation:PSAAS:Agent:ADintinter#Internal_Ready|call someone inside your organization]]. |
===How do I call back a contact?=== | ===How do I call back a contact?=== | ||
| − | You can also use the '''Party Action''' menu or [[ADNav#tcbar|Team Communicator]] to [[ADVoice#Reconnect|call back]] the contact if you become disconnected. | + | You can also use the '''Party Action''' menu or [[Documentation:PSAAS:Agent:ADNav#tcbar|Team Communicator]] to [[Documentation:PSAAS:Agent:ADVoice#Reconnect|call back]] the contact if you become disconnected. |
===What kind of calls and interactions does Agent Desktop let me handle?=== | ===What kind of calls and interactions does Agent Desktop let me handle?=== | ||
| − | * Agent Desktop handles inbound [[ADVoice|voice calls]],[[ADOutbound|Outbound calling campaigns]], and Digital Channels: [[ADChat|chat]], [[ADemail|email]], social media, and more. | + | * Agent Desktop handles inbound [[Documentation:PSAAS:Agent:ADVoice|voice calls]], [[Documentation:PSAAS:Agent:ADOutbound|Outbound calling campaigns]], and Digital Channels: [[Documentation:PSAAS:Agent:ADChat|chat]], [[Documentation:PSAAS:Agent:ADemail|email]], social media, and more. |
===I'm a Team Lead, what can I do with Agent Desktop?=== | ===I'm a Team Lead, what can I do with Agent Desktop?=== | ||
* Agent Desktop has special features for those of you who are [[ADsuper|Team Leads and Supervisors]]. You can: | * Agent Desktop has special features for those of you who are [[ADsuper|Team Leads and Supervisors]]. You can: | ||
| Line 109: | Line 123: | ||
** Coach calls and chat (whisper coaching) | ** Coach calls and chat (whisper coaching) | ||
** Barge-in to calls and chat (joining the call) | ** Barge-in to calls and chat (joining the call) | ||
| − | + | {{CloudStep_Stack | |
| + | |title=Supported browsers | ||
| + | |text= | ||
| + | |textwide= | ||
| + | You can use any of the following browsers to run Agent Desktop: | ||
| + | * Microsoft Internet Explorer 11 | ||
| + | * Microsoft Edge | ||
| + | * Chrome 70+ (Note: Historical Reporting is not supported on Chrome) | ||
| + | * Firefox 63+ | ||
| + | |media1= | ||
| + | |video= | ||
| + | }} | ||
== What next? == | == What next? == | ||
| − | * [[ADQuickStart|Getting started]] | + | * [[Documentation:PSAAS:Agent:ADQuickStart|Getting started]] |
| − | * [[ADVideos|Watch "How to" videos]] | + | * [[Documentation:PSAAS:Agent:ADVideos|Watch "How to" videos]] |
| − | * [[ADNav|Navigating Agent Desktop]] | + | * [[Documentation:PSAAS:Agent:ADNav|Navigating Agent Desktop]] |
| − | * [[ADVoice|Calls]] | + | * [[Documentation:PSAAS:Agent:ADVoice|Calls]] |
== Top 5 topics == | == Top 5 topics == | ||
| − | # [[ADQuickStart|Getting Started]] | + | # [[Documentation:PSAAS:Agent:ADQuickStart|Getting Started]] |
| − | # [[ADNav|Navigating Agent Desktop]] | + | # [[Documentation:PSAAS:Agent:ADNav|Navigating Agent Desktop]] |
| − | # [[ADVoice|Calls]] | + | # [[Documentation:PSAAS:Agent:ADVoice|Calls]] |
| − | # [[ADcontacts|Contacts]] | + | # [[Documentation:PSAAS:Agent:ADcontacts|Contacts]] |
| − | # [[ADhist|Contact and interaction history]] | + | # [[Documentation:PSAAS:Agent:ADhist|Contact and interaction history]] |
</onlyinclude> | </onlyinclude> | ||
Latest revision as of 12:32, October 2, 2020
Contents
Agent Desktop (v9)
Important
This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Genesys Engage cloud for Supervisors.
Agent Desktop lets contact center agents communicate with customers and team members through phone calls and Genesys Digital channels. Supervisors can monitor, coach, and barge-in to interactions and can manage team workbins and QA email.
Important
- Due to continual changes to Agent Desktop, screen shots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you see in the product when you use it.
- Some Workspace Agent Desktop features are available only for Genesys Engage cloud users.
- Some Workspace Agent Desktop features are available only for Genesys Engage on-premises users.
If you are looking for the Agent Desktop v8 help, it is here.
Supervisor Tasks
Supervisors can monitor, coach, and barge-in to interactions and can manage team workbins and QA email.
Agent Tasks
Agents can
- respond to or contact customers through the voice and Genesys Digital channels
- get help from team members
- make sure that you are meeting your center's expectations (Statistics and KPIs)
Ready? Watch the video for a quick tour of Agent Desktop, and then get started.
Lost? See Navigating Agent Desktop.
Looking for answers to specific questions? Try these topics:
Are you a supervisor? You can monitor agents, calls, and chat interactions.
About The Agent Help
The following topics explain some of the main features of Agent Desktop:
About Agent Desktop
Voice and Digital Interactions
Call Tasks
Managing Your Status and Communications
Managing Contacts
Managing Interactions and History
Customer Journeys
Frequently Asked Questions (FAQ)
How do I change password?
- If this is your first time logging on, you might have to change your password. This happens automatically. A message box is displayed that walks you through the steps. If you are not sure about any of the prompts, your administrator or supervisor can provide you with the details.
- If you need to change your password, send a request to your supervisor requesting a change password email. You supervisor will reset your password, and you will receive a confirmation email. Follow the instructions in the email to change your password.
What happens when I lose connection?
Sometimes network issues can cause Agent Desktop to lose connection to the system. Don't worry, see the Handling a system disconnection article to find out what to do!
What are Skills?
- Skills are things that you are good at, like product specialization or a language that you speak.
- When your supervisor sets up your account, she or he assigns skills and skill levels based on what you can do.
- Skills are used to direct calls to you. If someone calls about a product that you are specialized on, the call will be directed to you and others with the same skill on that product.
How can I find my Call Stats?
- Use the Performance Tracker to see your call activity, worktime, and other reports.
- Use the Dashboard tab to see the list of statistics about the Routing Points, Queues, and other contact center objects.
How do I transfer, conference, or consult on my call?
Agent Desktop lets you start a conference call with someone in your company, transfer your call to another agent or your team lead, or start a consultation call with another member of your team. The call controls at the top of the voice call interaction toolbar open the Team Communicator, a universal lookup tool, that lets you search for and dial other team members. You can also use the Team Communicator to call someone inside your organization.
How do I call back a contact?
You can also use the Party Action menu or Team Communicator to call back the contact if you become disconnected.
What kind of calls and interactions does Agent Desktop let me handle?
- Agent Desktop handles inbound voice calls, Outbound calling campaigns, and Digital Channels: chat, email, social media, and more.
I'm a Team Lead, what can I do with Agent Desktop?
- Agent Desktop has special features for those of you who are Team Leads and Supervisors. You can:
- Monitor calls and chat (silently listen in)
- Coach calls and chat (whisper coaching)
- Barge-in to calls and chat (joining the call)
Supported browsers
You can use any of the following browsers to run Agent Desktop:
- Microsoft Internet Explorer 11
- Microsoft Edge
- Chrome 70+ (Note: Historical Reporting is not supported on Chrome)
- Firefox 63+
What next?
Top 5 topics
This page was last edited on October 2, 2020, at 12:32.
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