Genesys Web Services and Applications

Web Services and Applications is a set of REST APIs and user interfaces that provide a web-based client interface to access Genesys services. The following UIs are currently offered:

Workspace Web Edition (Check out some "How to" videos for the Agent Desktop here)

What's New

Voice

Support for voice interactions:
- Receiving calls
- Making calls
- Call recording
- Call transfer, conference, and consultation
- Call hold
- End call
- Mark done
- Call case information
- Call disposition
- Call notes
Support for Genesys Softphone 9.0

Email

Support for email interactions:
- Email media state control (including ready, not ready, and logon/logoff)
- Inbound email screen-pop
- Auto accept and interaction preview with manual accept and reject
- Initiate new email from Team Communicator, contact directory, and interaction parties area
- Support for To, Cc, Bcc with ability to restrict Cc and Bcc
- Standard email interaction controls, including: Reply, Reply all, Save to Workbin, transfer, and Mark Done
- Auto signature insert
- Support for text and HTML format with text editor
- Ability to configure default font size and type
- Retrieve and insert attachments
- Spelling check using browser's native spelling checker
- Retrieve email from workbin
- Capacity rule support
- Email in contact's interaction history
- Email disposition and note
- Email case information
- Enables agents to forward email to one or multiple external recipients who are not using Genesys Email. Agents can add an additional comment prior to forwarding when needed.

Web Chat

Support for Web Chat interactions:
- Web chat state control (including ready, not ready, and logon/logoff)
- Inbound web chat screen-pop
- Auto accept and interaction preview with manual accept and decline
- Web chat interaction control, including send, end, mark done, consultation, transfer, and conference
- Cancel chat consultation to queue
- Delete party from conference
- Customer/Agent "is typing" notification
- Agent nickname configuration
- Notification of a pending response to a contact
- Spelling check using browser's native spelling checker
- Capacity rule support
- Web chat in contact's interaction history
- Web chat disposition and note
- Web chat case information
- Agents can receive and send emojis by selecting from a list during chat interactions.

Open Media Task Routing

This generic UI framework allows custom media types such as faxes, scanned documents, and tasks to be routed to agents for processing. Included capabilities are:
- Media logon/logoff and readiness state control
- Interaction preview with manual or auto accept and decline
- Transfer, save to personal workbin, and mark done
- Enter disposition and note
- Contact’s interaction history tracking

Outbound Campaign

View listing of call campaigns which are assigned to the agent
Notification of campaign loaded, start, and stopped
Support for Outbound Campaign pull preview mode:
- Retrieve call record from start notification, campaign listing, and at completion of a previous call
- Decline a preview record prior to placing the call with selection of how the record is to be treated
- Click to dial the provided phone number, with the ability to select an alternate number (if available) during the preview phase
- Request next record, stop, and resume retrieval of a preview record
Support for Outbound Campaign Predictive and Progress modes
Support for Push Preview mode:
- Unlike pull preview which requires agents to manually request for next record, push preview mode leverages a routing strategy to deliver calling records to agents. This allows agents who are part of an outbound call campaign to be fully blended along with other media channels for better agent utilization.
View list record attributes prior to and during a call
Flag a record as 'Do Not Call'
Call result and interaction disposition
Standard voice call control when a call is successfully made
Outbound Campaign case information

Contact profile and interaction history

Contact directory search, contact creation, contact assignment, contact profile editing, contact deletion, and contact interaction history.
Ability for agents to mark done interactions that do not require a response.
Open “In Progress” emails and workitems from the contact interaction history. This capability allows agents to respond in real-time to queued, outstanding customer inquiries.

Interaction enhancements

Interaction history, workbin, and interaction queue enhancements:
- Agents can open 'in-progress' emails and workitems. This capability allows agents to respond in real-time to queued and outstanding customer inquiries.
- Agents can mark as Done interactions that do not require a response.

Focus-time reporting support

For scenarios where an agent is handling several simultaneous interactions on different channels, Agent Desktop now tracks the duration for which each interaction is actively being worked on (in focus) to better support accurate reporting of the agent’s time spent per interaction.

Interaction history search

Quick search
- This new feature allows an agent to perform keyword searches of contact's and the agent’s own interaction history. Quick search is a feature that appears in Contact History, Interaction Search, and My History views.
- Agents can search for interactions using keywords within the details of an interaction, such as the chat transcript, email body, email subject, interaction note, and other interaction attributes.
Advanced search
- A new module enabling agents to search for historical customer interactions within and outside the context of the My History and Contact History views.
- Agents can specify multiple search attributes and conditions when searching. Search attributes include:
  - System interaction attributes such as 'processed by', 'dates', 'media types', 'status', and 'email addresses'
  - Business attributes stored as attached data key-value pairs
  - Specific text within the email body, the web chat transcript, the subject, and the notepad
  - Specific date range using the 'Between' operator

My Interaction History

A new module enabling agents to view their historical customer interactions.

Statistics

Performance Tracker for agent KPIs
Contact center statistics viewer
You can now configure Agent Desktop to allow agents to select one statistic to be visible at all times while the application is in focus.

Standard Responses

Standard responses are now supported for all media channels.

Workbins

Agent's in-progress and draft personal workbins for email

Supervision

Voice
- Supervisors can initiate monitor with possibility to barge-in interactions between an agent and contact.
- Supervisors can whisper coach agent during an interaction with contact.
Web Chat
- Supervisors can now monitor, coach, and barge-in interactions between agents and contacts.
- Supervisors can switch between various supervision modes (monitor, coach, and barge-in).
Email
- To ensure outgoing emails are of consistent quality, certain emails from agents to customers are selected by the system to be reviewed by a supervisor before being released by the system. These emails can be routed to an available supervisor in real-time or to a supervisor’s workbin.
  During the review, supervisors can approve or reject emails sent by agents to customers. Supervisor can make minor edits when approving or provide comments to the sending agent when rejecting an email.
Agent Workbin and Interaction Queue
- Capability for supervisors to view interactions within interaction queues and their agent’s personal workbins
- Ability to select interaction from an agent’s personal workbin and move it to another agent’s workbin or interaction queue
- Ability to select interaction from an interaction queue and move it to another agent’s workbin or interaction queue
- Mark interaction as Done
- Delete agent’s draft email

Navigation

A sidebar navigation toolbar offers quick access tools that can be used at any time, such as Team Communicator, voicemail, and messages and other notifications.
Introduction of the top-level navigation bar to include support switching between different agent task and support views.

Customization

It is now possible to customize the top navigation bar to include custom third-party party web content.
It is now possible to customize the side bar to include custom icons which allow agents to view 3rd party web content.

SSO

Support for Single Sign-on through OAuth2, and two-step sign-on process.

Security

Allows you to control enabling/disabling usage of geolocation, midi, encrypted media extension, microphone, and camera within iframe.

Last agent routing support

Agent Desktop can be set up to remember the last agent who communicated with a contact. This capability ensures that future interactions can be routed to the same agent to maintain the continuity of the conversation.