Interaction Desktop Agent Overview

Interaction Desktop Agent Overview

Overview Logging in Changing password Setting Status Receiving Calls Making Calls Directories Transferring Calls Wrap Up Codes Handling Queued Voicemails, Emails, and Callbacks Assistance Button Workgroup Self Activation Mini Mode Exiting the Application Configuring the Client (Agent Greeting) Using Client Help

Interaction Desktop Login To get started using your Interaction Desktop, you must open the Interaction Desktop on your workstation/laptop. There are two ways to open the Interaction Desktop: Click the Interaction Desktop icon that appears on your desktop (remembers your last login settings) Or click Start > PureConnect > Interaction Desktop (does not remember your last login settings)

Interaction Desktop Login The logon screen looks as follows: Enter your assigned UserID (Campus Key) and password assigned within Interaction Center. This will NOT sync with your Campus Key Password. You will receive an email titled Interaction Center Password Changed at go-live. From: Joanna Brown <Joanna.Brown@jefferson.edu> Date: June 18, 2018 at 4:18:57 PM EDT To: Subject: Interaction Center Password Changed Reply-To: Joanna Brown <Joanna.Brown@jefferson.edu> The password for your Interaction Center account has been changed. User ID: abc123 New Password: 12345678 If you forget or have an issue with your password, please open an incident by contacting the Solution Center at 215-955-7975 or creating one in the Self-Service Portal.

Changing password To change password click on Change Password from the File Menu

Setting Status Status is located in the quick access bar below the menu options To change your status click the drop down box next to your current Status Status Favorites Drop-down to change status The Status icon will also display in system tray Click the next to a status to pin a favorite.

New Status Messages Here are the new Status Messages for every workgroup. A document will be posted in Confluence with the definition of WHEN to use each status. 1. Signed Off 2. Available 3. Assigned to Work 4. Break 5. Coaching 6. Extended Wrap Time 7. Meal 8. Meeting 9. Off-Phone Work 10. Outbound Call 11. Technical Issues 12. Training

Call/Interaction Control Buttons Pickup When a call/interaction arrives, click the Pickup button to connect the call (assumes Auto Connect is not enabled) Hold To place a call on hold, click the Hold button. Call will hear system hold music. Double click on the interaction will pickup the call from on hold status Mute The Mute button allows you to disable the microphone on your device. It will also prevent the HOLD MUSIC from playing the caller (Important: when using an external conference bridge Mute FIRST then hold (when picking up another call)) Transfer The Transfer button is used to transfer calls to internal people or external numbers or directly to voicemail Voicemail Sends the call to your personal voicemail Disconnect Either press the Disconnect button to end the call or hang up the phone

Receiving Calls No change from current There are two indicators for an incoming interaction (the full desktop and/or Desktop Alert can pop). Call/interaction control buttons become active for a selected call/interaction, based on state. State will change from Alerting, to Connected, Held, Disconnected (grayed out), etc Desktop Alert/Toast Pop

Making Calls (Dial on behalf of a workgroup) The Make Calls section takes up less space at the top of your screen. To make an outbound call On Behalf of a Workgroup, click the Dial on behalf of a workgroup icon in the Enter a name or number to dial search results. If you belong to more than one workgroup, select the appropriate workgroup when prompted. This allows for the outbound call to count toward workgroup/queue statistics and reports.

Transferring Calls New Look Note: To put both parties on hold, click Neither.

Wrap Codes Standardization is coming with Wrap-Up Codes Documentation will be provided in Confluence Any group that will be expected to use wrap-up codes at golive will receive further instruction from their PowerUser/Supervisor/Manager.

Queued Voicemails/Emails Email interactions are also received in the client. If displaying the Email Preview tab, the email will show with an Attachment. If not displaying the Email Preview tab, the email will be displayed in the Email Window for Incoming Messages once you click Pickup. Queued voicemails will have a.wav file attachment. Double click the attachment to play. For Jeff Now agents, your callbacks are now called Queue Voicemails with similar functionality as you have today. When complete press Disconnect. (or Discard from the Email List)

Callbacks Callback interaction types appear with a return arrow icon. When you click Pickup, a callback window appears. For callbacks only the telephone number will appear.

Callbacks Click on the Call Complete button (spoke with customer, voicemail) or Attempt Failed button (busy signal, no answer) If configured there is also a Retry Later button that will snooze the callback for a preconfigured amount of time. This will disconnect the callback object. Complete the wrap-up code dialog box (if applicable) to disposition the callback Add any notes required by clicking the green plus sign.

Using the Assistance Button If you need Supervisor assistance during an ACD call you can click the Assistance button. This request will be sent to the Supervisor team for action. If a Supervisor is available, they will accept the request, and can chat back, listen, coach, join, etc.

Workgroup Self Activation New Location You can change your Workgroup activation status from the Workgroup drop down on the quick access bar. Agents need permission to change activation status. Click in the box next to the workgroup name to activate yourself in that workgroup Supervisors can also change your activations.

Mini Mode You can put the desktop into Mini Mode (if you have permissions) by pressing F5 or clicking on the mini mode icon in the lower left corner of the desktop The mini mode is smaller and automatically hides. Hover on edge to make it re-appear. It can be dragged to any edge of the Windows desktop

Exiting the Application There are two ways to exit the client.

Client Configuration To configure your client click the Options menu then Configuration (requires permissions)

Configuration: Personal Prompts Personal Prompts allow you to override the default greetings. Record using phone. Personal Prompts Agent Greeting: only use if instructed to do so. This message plays when clicking Pickup on every ACD call. Sometimes used to play disclaimers or agent greeting snippet.

Using Client Help The Interaction Client help contains the complete index of all functionality. Hit F1 or navigate from Menu.

Conclusion Q & A Copyright 2017 Genesys. 2001 Junipero Serra Blvd., Daly City, CA 94014 All Rights reserved. Genesys and the Genesys logo are registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.

Thank You! Copyright 2017 Genesys. 2001 Junipero Serra Blvd., Daly City, CA 94014 All Rights reserved. Genesys and the Genesys logo are registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.