Documentation:IW:Help:Welcome:DRAFT

Workspace Desktop Edition Help

Genesys Workspace Desktop Edition (Workspace) is a modular, customizable application that enables you to handle contact-center interactions, monitor contact-center and personal KPIs, and consult with your colleagues.

The Workspace Desktop Edition Help contains information about how to:

• Use the Windows and Views to handle customer interactions, according to your role in the contact-center.
• Use the components, features, and controls that enable you to complete tasks, according to your role in the contact-center.
• Launch Workspace.
• Use keyboard navigation and accessibility.

Workspace Help

If you've already been through training and/or the Workspace User's Guide, you can use this Help document to remind you how to use a specific feature. You can access this Help document directly from the Workspace application Help menu, or by bookmarking this URL.

About This Help

The following topics explain some of the main features of Workspace Desktop:

About Workspace Desktop

• What you can do with Workspace Desktop
• How to login to Workspace Desktop
• How you use Workspace Desktop
• Detailed Features
• Skype for Business users

Contact Interactions

• Inbound and outgoing Calls
• Video Calls
• Callbacks
• Inbound Chats
• Inbound and outgoing email
• SMS and MMS
• Facebook
• Twitter
• RSS
• Workitems
• Outbound Calling Campaigns
• Scheduling Callbacks

Call Tasks

• Conference Calls
• Transfer Calls
• Consultation Calls
• Recording Calls
• Calling inside your organization
• Forward Your Phone (see My Channels Tab)

Managing Your Status and Communications

• Manage your status.
• Launch new interactions
• Manage your channels
• View your statistics
• View contact center statistics
• Communicating by Instant Message

Managing Contacts

• The Contact Directory
• Finding Contacts
• Contact Interaction History
• Manual Contact Assignment

Managing Interactions and History

• Workbins
• Interaction Search
• Interaction History
• My Interaction History

Workspace User's Guide

Check out the Workspace User's Guide for a complete set of detailed lessons on using all of the different features of Workspace.

Each lesson walks you step-by-step through every interface to show you how to use it.

Getting Started

The Getting Started lessons are a good place to begin your journey.

• Workspace Concepts
• Log In
• Main Window Basics
• Manage Your Status
• Forward Your Calls
• Find A Contact Or An Internal Target

Workspace Videos

Here are a handful of handy tip videos that you might find useful when you are using Workspace!

Workspace Web Edition Training Videos

Workspace Web Edition is the browser-based version of Workspace. It does not have all the features and functionality of Workspace Desktop Edition; however, it shares most of the same basic functionality. You might find some of the videos on this page useful — just remember, not all the features you have in Workspace Desktop Edition are available in Workspace Web Edition, and also that Workspace Web Edition has a few features that you do not have in Workspace Desktop Edition.

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 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 My Statistics tab to see your call activity, worktime, and other reports.
• Use the Contact Center Statistics 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?

Workspace 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.

What kind of calls and interactions does Workspace let me handle?

• The Functionality Overview topic introduces all the different ways that you can use Workspace Desktop to receive or make calls and other interactions, including:
• incoming and outgoing voice calls
• incoming chat interactions
• incoming and outgoing email interactions
• Outbound Campaign calls

I'm a Team Lead, what can I do with Workspace?

• Workspace 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)
  • QA emails