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= Designer=
 
= Designer=
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__NOTOC__
 
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==''What is Designer? ''==
 
  
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Genesys Designer is a web-based tool for developing self-service (Interactive Voice Response) and assisted service (Routing) applications that run on the Genesys platform.
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[[file:Hub-Designer.png|link=]]
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{{NoteFormat|These help topics are intended for the latest release of Designer (Version 9.0). If you are running a version older than 9.0, some of the features and functionality described here might not apply (you can check your version in the top-right corner of the Designer interface). In that case, refer to [[Documentation:DES:Help:Welcome|this version]] of the Designer Help. If you have questions about the features available in your version of the software, contact your Genesys representative.}}
  
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Designer lets you build routing applications by dragging and dropping highly-functional blocks into an application flow. Designer handles most of the heavy-lifting behind the scenes, so you don't need to be aware of too many technical details before you start developing applications.
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Designer is a web-based tool for developing self-service (IVR) and assisted service (routing) applications that run on the Genesys Cloud platform. It is an omnichannel solution, enabling you to craft applications that handle voice, chat, and email interactions.
  
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Designer also provides layered access roles to ensure that your users only have access that is appropriate for your business needs—such as the ability to make changes to prompts, business hours, or set an emergency routing flag—without exposing control to the overall application logic.
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This video shows a quick overview of Designer and demonstrates a few of its latest features:
  
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You can
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{{#widget:Vimeo|id=291561112|width=500}}
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* [[Documentation:DES:Help:RouteCall|route calls]] to an agent based on various criteria, such as Skills and Agent Groups
 
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* use [[Documentation:DES:Help:RouteCall#t-1|skill expression based routing]] to identify the best agent to handle a call
 
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* use [[Documentation:DES:Help:HTTPREST|RESTful API]] to read or write to any external system that houses and exposes data through a REST web service
 
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* specify [[Documentation:DES:Help:SpecialDay|Special Days]], [[Documentation:DES:Help:Emergency|Emergencies]], and [[Documentation:DES:Help:BusinessHrs|Business Hours]]
 
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* create complex flows with [[Documentation:DES:Help:Menu|Menu]] and [[Documentation:DES:Help:Segmentation|Segmentation]] blocks
 
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* offer a [[Documentation:DES:Help:Survey|survey]] to your callers
 
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* provide callers with the option for a [[Documentation:DES:Help:Callback|callback]] or a [[Documentation:DES:Help:Callback#User-Originated_Callbacks|mobile push notification]] when an agent is available
 
  
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==What's new==
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Here are some of the features and capabilities you'll find in the latest version of Designer:
  
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{{CloudStep_Stack
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{| class="no-border"
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|title=
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|'''Microservices platform'''
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|text=
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| Designer is now built as a '''microservice''', which means you get faster access to new features and zero downtime during upgrades.
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Watch the video for a quick tour of the Designer interface, and then read the [[Documentation:DES:QSG:Welcome|getting started]] guide.  
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|-
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|'''Chatbots'''
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|You can use the [[BotBlock|Bot block]] in the Self Service phase of your application to add a chatbot to your application. Chatbots are software applications that apply automatic speech recognition and natural language understanding to listen and respond to customers in a way that resembles a conversation with a live agent. You can define and manage your bot resources in the new [[SpeechGrammarsBar#Bot_Registry|Bot Registry]].
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|-
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|'''Omnichannel capability'''
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| "Build once, deploy anywhere." A single call flow now handles both voice calls and chat interactions.
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|-
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|'''Email capability'''
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|Digital applications now have email capability, with new blocks added to support this feature. Use the [[SendEmail|Send Email block]] to send an email to a customer, and the [[AutomatedMessage|Automated Message block]] to send an automated confirmation to a customer that their email was received.
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|-
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|'''Predictive Routing'''
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|If your site is enabled for Genesys Predictive Routing, you can use the new [[PredictiveRouting|Predictive Routing block]] to add this powerful routing capability to your applications.  
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|}
  
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If you already know your way around, go directly to the [[Documentation:DES:Help:Welcome|Help]].
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Check out the [[Documentation:PSAAS:RN:Designer|Designer page]] in the ''PureEngage Cloud Release Notes'' for a list of other updates and changes to Designer.
  
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'''Note:''' Some features that are described in the [[Documentation:DES:Help:Welcome|Help]] might not be available with your version of Designer. Please check with Genesys to enable additional options or features.
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<!--<div class="prod-landing">
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|video=131110718
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<tabber>
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}}
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Release 9.0=  
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</tabber>-->
  
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More questions? Try these topics:
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== What do you want to do? ==
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*[[Documentation:DES:Help:ApplicationsBar|Applications]], for designing and managing your applications, assigning phone numbers, and more
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Use these topics as a starting point to find the information you need.
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*[[Documentation:DES:Help:Variables|Variables]], for setting up and assigning values to variables
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<div class="map-box">
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*[[Documentation:DES:Help:SharedModulesBar|Shared Modules]], for managing resources that you want to use in multiple applications
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===Getting started===
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*[[Documentation:DES:Help:SpeechGrammarsBar|Speech Grammars]], for defining the list of phrases or options that the caller can input (voice or DTMF) when they use your applications
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Learn the basics.
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*[[Documentation:DES:Help:AudioResourcesBar|Audio Resources]], for creating and managing your audio collections (announcements, greetings, etc)
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* [[GetStarted|Getting started with Designer]]
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*[[Documentation:DES:Help:BusinessObjectsBar|Business Controls]], for setting up data tables, business hours, special days, and emergency flags
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* [[UserInterface|Using the Designer user-interface]]
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* [[AppStruc|Understanding the application workflow]]
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* [[Security|Designer roles and permissions]]
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* [[Variables|Managing variables]]
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</div>
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<div class="map-box">
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===Managing resources===
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View and manage your application resources.
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* [[BusinessObjectsBar|Business Controls (Business Hours, Special Days, Emergency Flags, Data Tables)]]
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* [[MediaResources|Media files and collections]]
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* [[DigitalResourcesBar|Digital messaging resources]]
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* [[SpeechGrammarsBar|Speech grammars and Bots]]
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</div>
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<div class="map-box">
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===Building applications===
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Using the various blocks to build applications in Designer.
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* [[Blocks#Application_phases|Application phases]]
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* [[Blocks|Working with blocks]]
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</div>
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<div class="map-box">
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===Reporting and Analytics===
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Designer has an integrated set of dashboards that provide detailed information about your operations.
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* [[AnalyticsBar|Designer Analytics]]
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* [[ManageDash|Managing the dashboards]]
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</div>
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<!--==Videos==
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You can find most of these clips on their respective topic pages, but they are also collected here for convenience.
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[vid 1]  [vid 2]-->
  
 
[[Category:V:PSAAS:Public]]
 
[[Category:V:PSAAS:Public]]

Revision as of 21:36, January 18, 2019

Designer

Hub-Designer.png

Important
These help topics are intended for the latest release of Designer (Version 9.0). If you are running a version older than 9.0, some of the features and functionality described here might not apply (you can check your version in the top-right corner of the Designer interface). In that case, refer to this version of the Designer Help. If you have questions about the features available in your version of the software, contact your Genesys representative.

Designer is a web-based tool for developing self-service (IVR) and assisted service (routing) applications that run on the Genesys Cloud platform. It is an omnichannel solution, enabling you to craft applications that handle voice, chat, and email interactions.

This video shows a quick overview of Designer and demonstrates a few of its latest features:

What's new

Here are some of the features and capabilities you'll find in the latest version of Designer:

Microservices platform Designer is now built as a microservice, which means you get faster access to new features and zero downtime during upgrades.
Chatbots You can use the Bot block in the Self Service phase of your application to add a chatbot to your application. Chatbots are software applications that apply automatic speech recognition and natural language understanding to listen and respond to customers in a way that resembles a conversation with a live agent. You can define and manage your bot resources in the new Bot Registry.
Omnichannel capability "Build once, deploy anywhere." A single call flow now handles both voice calls and chat interactions.
Email capability Digital applications now have email capability, with new blocks added to support this feature. Use the Send Email block to send an email to a customer, and the Automated Message block to send an automated confirmation to a customer that their email was received.
Predictive Routing If your site is enabled for Genesys Predictive Routing, you can use the new Predictive Routing block to add this powerful routing capability to your applications.

Check out the Designer page in the PureEngage Cloud Release Notes for a list of other updates and changes to Designer.


What do you want to do?

Use these topics as a starting point to find the information you need.

Getting started

Learn the basics.

Managing resources

View and manage your application resources.

Building applications

Using the various blocks to build applications in Designer.

Reporting and Analytics

Designer has an integrated set of dashboards that provide detailed information about your operations.

Comments or questions about this documentation? Contact us for support!