Documentation:HTCC:IWWDep:IntSRL:8.5.2DRAFT

Enabling the Standard Responses feature

The Standard Responses Library (SRL) enables you to access a database of prewritten standard responses for interactions. Agents can insert these responses as replies into any email or chat message.

Agents can modify the contents of a standard response after inserting it into an email interaction or chat message.

To use the Standard Responses Library, you must set up the multimedia feature in Web Services, by using the features-definition.json file.

Procedure

Enabling agents to use the Standard Responses Library (SRL)

Purpose:

To enable an agent to access the Universal Contact Server database of prewritten standard responses for interactions.

Agents can insert these responses as replies into any e-mail, instant messaging, or chat message, or they can read them to the contact during a voice interaction.
Prerequisites

• Genesys Administrator 8.0.2 or higher, configured to show Advanced View.
• A working knowledge of Genesys Administrator 8.
• A Workspace Application object exists in the Configuration Database.
• Workspace has a connection to Universal Contact Server.
• The Procedure: Creating a Role and allowing an Workspace privilege and assigning a Role to an agent or agent group.
• (Optional) The Procedure: Provisioning Workspace for the Voice channel.
• (Optional) The Procedure: Enabling an agent to use E-Mail to correspond with a contact.
• (Optional) The Procedure: Enabling an agent to use Chat to chat with a contact.

Start

1. For information about creating and managing Standard Responses and standard response field codes, refer to Knowledge Manager.
2. Allow the following SRL privileges (see Standard Response Privileges) for the role to which the agent is assigned (refer to the Creating a Role and allowing an Workspace privilege and assigning a Role to an agent or agent group):
   • Can Use SRL
3. Enable an index search on SRL in the Universal Contact Server configuration.
   • Set the index\enabled option to true.
   • Set the index.srl\enabled option to true.
   
   For more details about these settings, refer to the eServices (Multimedia) 8.0 User's Guide.
4. Configure the relevancy level for Suggested Responses:
   • Set the standard-response.suggested-responses-min-relevancy option to display responses in order according to their relevancy to the inbound interaction.
5. Configure the other Standard Response options to meet the requirements of your environment.
6. (Optional) Create custom field codes for agents, agent groups, tenants, or at the application level that can be used by Standard Response objects. Use the standard-response.field.<[Agent.]CustomFieldCode> option to specify a custom field code and value, such as an agent nickname, role, department, or other qualification, and then insert the field code into a Standard Response object.
   
   For example, you could create a set of field codes for a Standard Response for an agent signature such as the following:

   Name: "Signature"
   Text: "<$ Agent.Title $> <$ Agent.FullName $> (< $Agent.NickName$ >) - <$ Agent.Position $>
   <$ Department $>"

   In the Agent annex configure standard-response.field.<[Agent.]CustomFieldCode>:

   • 'interaction-workspace'/'standard-response.field.Agent.Title' = "Ms"
   • 'interaction-workspace'/'standard-response.field.Agent.NickName' = "Beth"
   • 'interaction-workspace'/'standard-response.field.Agent.Position' = "Technical Support Analyst"

   In the Agent Group annex (in Configuration Server):

   • 'interaction-workspace'/'standard-response.field.Department' = "Customer Care"

End