Version du décembre 14, 2016 à 14:30

Interaction Preview

Sommaire

1 Interaction Preview
- 1.1 Use Cases
- 1.2 Accepting or Rejecting the Interaction

[Modified: 8.5.116.10]

Interaction Preview displays an interactive notification that enables you to preview a new inbound interaction. The preview includes attached data that enables you to decide whether to accept or reject the interaction. The Case Data that is displayed in your Interaction Preview depends on the items configured by your system administrator.

When a new inbound interaction is routed to your workstation an interactive Interaction Preview appears in the bottom right corner of your display. Depending on how your system is configured, the preview might contain some or all of the following information about the interaction:

Reason for the interaction
Type
Contact type/Segment (for example, Gold)
Priority
Contact name, number, or other information
Origin or Queue
Time in queue (duration)

Use Cases

There are three ways that your account might be configured:

Display an interaction preview of an inbound interaction with manual answer
Auto-answer an inbound interaction without an interaction preview
Auto-answer an inbound interaction with an interaction preview

An interaction preview is displayed for each of the following interaction types (unless your account is configured to auto-answer an inbound interaction without preview):

Voice/VoIP/Outbound ()
Outbound Push-preview ()
E-Mail ()
Chat ()
SMS ()
Webcallback ()
IM ()
Workitem ()
Facebook ()
Twitter ()
RSS ()

Voice/VoIP/Outbound

For a regular inbound call, if your account is not configured for auto-answer, your phone set rings; you can preview the call, before accepting or rejecting it, by reviewing the information provided by an Interaction Preview. If you reject the call, it is sent to another agent, routing point, or queue.

For an inbound call on a VoIP/SIP system, you receive notification of the call. You can choose to view a call summary before accepting or rejecting the call. If you accept the interaction, the call arrives on your phone set, with or without preview for ringing. If you reject the call it is sent to another agent, routing point, or queue.

There are four modes of Outbound campaign calls. Some modes will enable you to preview a call, while others are auto-dialed and connected. Refer to Outbound Campaigns Overview for more information about Outbound campaign calls.

E-Mail, Chat, SMS, IM, Workitems

For a regular inbound interaction, if your account is not configured for auto-answer, an interaction preview is displayed on your desktop; you can preview the interaction by reviewing the preview information before you accept or reject the interaction. If you reject the interaction, it is sent to another agent, routing point, or queue.

Auto-Answer with Preview

[Added: 8.5.105.12] If your account is configured for auto-answer, an interaction preview might be displayed if your account is configured to enable you to preview the case information before the interaction is auto-answered. In this case, when you receive an auto-answer interaction, the Interaction Preview is displayed on your desktop. A timer that counts down the number of seconds until you are connected to the contact is displayed in the Accept button (refer to the following figure). You can click Accept before the timer runs out or wait for the timer to run out.

Important

This feature does not apply to SIP Preview type of interactive notification.

The Reject button might also be displayed if your administrator wants you to have the option of rejecting an interaction before it is auto-answered.

SIP Preview

If your account is set up to use SIP Preview, an Interactive Notification is displayed on your desktop that lets you see the Case Data for the call without the call being delivered to your workstation until you click Accept. Therefore, if you reject a SIP Preview interactive notification or if the preview timeout expires, the call is never delivered to your workstation.

Accepting or Rejecting the Interaction

Depending on how your system is configured, you might have some or all of the following choices when an Interaction Preview is displayed on your desktop:

Accept—Open the interaction in an interaction view.
Reject—Return the interaction to another agent, routing point, or queue.

Conseil

Your system might be configured to give the focus to the Interaction Preview window, interrupting your current activity.

Working on Multiple Interactions at the Same Time

[Added: 8.5.116.10]

You might be allowed to work on more than one interaction at the same time. Your administrator might set up your system so that new interactions interrupt the current interaction that you are working on, or your administrator might set up Workspace so that when you accept a new interaction while you are working on another interaction, the new interaction opens in the background and your current interaction keeps the focus.

This behavior might be set up differently for each of your media channels. For example, a newly accepted email interaction might appear in the background and newly accepted voice interactions might receive the focus.

Conseil

Newly created outbound/outgoing interactions always receive the focus.
When interactions are accepted, but are displayed in the background, your reporting/focus time calculations might not begin until you select the interaction window and give it the focus.

Screen Reader Behavior

[Added: 8.5.101.14]

If you are using a screen reader, your system might be configured to give the focus to the Interaction Preview window. In this scenario, your screen reader will automatically read the window title to you. Navigate to the content area to have your screen reader read the Interaction Preview content. If your system is not configured to give focus to the Interaction Preview window, and you want the screen reader to read the Interaction Preview window, you must use screen navigation.

@@ Ligne 1 : / Ligne 1 : @@
-=Aperçu de l’interaction=
+=Interaction Preview=
-{{#anc:Interaction Preview}}
 __TOC__
-La vue Aperçu de l'interaction affiche une notification interactive vous permettant de prévisualiser une nouvelle interaction entrante. L'aperçu inclut des données jointes grâce auxquelles vous pouvez décider d'accepter ou de refuser l'interaction. Les [[Case_Data|données de contexte]] affichées dans votre aperçu d'interaction dépendent des éléments configurés par votre administrateur système.
+['''Modified:''' 8.5.116.10]
-Lorsqu'une nouvelle interaction entrante est acheminée vers votre poste de travail, un aperçu d'interaction interactif s'affiche dans l'angle inférieur droit de votre écran. En fonction de la façon dont votre système est configuré, l'aperçu peut présenter une partie ou la totalité des informations ci-après concernant l'interaction :
+Interaction Preview displays an interactive notification  that enables you to preview a new inbound interaction. The preview includes attached data that enables you to decide whether to accept or reject the interaction. The [[Case_Data|Case Data]] that is displayed in your Interaction Preview depends on the items configured by your system administrator.
-* Motif de l'interaction
+When a new inbound interaction is routed to your workstation an interactive Interaction Preview appears in the bottom right corner of your display. Depending on how your system is configured, the preview might contain some or all of the  following information about the interaction:
+* Reason for the interaction
 * Type
-* Type de contact/Segment (par exemple, Gold)
+* Contact type/Segment (for example, Gold)
-* Priorité
+* Priority
-* Nom du contact, numéro et autres informations
+* Contact name, number, or other information
-* Origine ou file d'attente
+* Origin or Queue
-* Temps passé dans la file d'attente (durée)
+* Time in queue (duration)
-{{#anc:Use Cases}}
+==Use Cases==
-==Cas d'emploi==
-Votre compte peut être configuré de trois différentes manières :
+There are three ways that your account might be configured:
-* Afficher l’aperçu d'une interaction entrante avec réponse manuelle
+* Display an interaction preview of an inbound interaction with manual answer
-* Répondeur automatique à une interaction entrante sans aperçu de l'interaction
+* Auto-answer an inbound interaction without an interaction preview
-* Répondeur automatique à une interaction entrante [[Interaction_Preview#Auto-Answer_with_Preview|avec aperçu de l'interaction]]
+* Auto-answer an inbound interaction [[Interaction_Preview#Auto-Answer_with_Preview|with an interaction preview]]
-Un aperçu de l'interaction est affiché pour chacun des types d'interaction suivants (sauf si le répondeur automatique est enclenché dans votre compte pour envoyer une interaction entrante sans aperçu) :
+An interaction preview is displayed for each of the following interaction types (unless your account is configured to auto-answer an inbound interaction without preview):
-* Voix/VoIP/Appel sortant ([[File:IW_Voice_Icon_850.png|link=]])
+* Voice/VoIP/Outbound ([[File:IW_Voice_Icon_850.png|link=]])
-* Prévisualisation Insertion sortante ([[File:IW_851_PushPreview_icon.png|14px]])
+* Outbound Push-preview ([[File:IW_851_PushPreview_icon.png|14px]])
-* E-mail ([[File:IW_Email_Icon_850.png|link=]])
+* E-Mail ([[File:IW_Email_Icon_850.png|link=]])
 * Chat ([[File:IW_Chat_Icon_850.png|link=]])
 * SMS ([[File:IW_SMS_Icon_850.png|link=]])
-* Rappel Web ([[File:IW_851_Webcallback_icon.png|14px]])
+* Webcallback ([[File:IW_851_Webcallback_icon.png|14px]])
-* MI ([[File:IW_IM_Icon_850.png|link=]])
+* IM ([[File:IW_IM_Icon_850.png|link=]])
-* Elément de travail ([[File:IW_Workitem_Icon_850.png|link=]])
+* Workitem ([[File:IW_Workitem_Icon_850.png|link=]])
 * Facebook ([[File:IW_851_Facebook_icon.png|14px]])
 * Twitter ([[File:IW_851_Twitter_icon.png|14px]])
 * RSS ([[File:IW_851_RSS_icon.png|14px]])
-{{#anc:Voice/VoIP/Outbound}}
+===Voice/VoIP/Outbound===
-===Voix/VoIP/Appel sortant===
-Pour un appel entrant normal, si le répondeur automatique n'est pas enclenché sur votre compte, votre téléphone sonne ; vous pouvez prévisualiser l'appel avant de l'accepter ou de le refuser en consultant les informations fournies par un Aperçu de l'interaction. Si vous refusez l'appel, il est envoyé à un autre agent, un autre point de routage ou une autre file d'attente.
+For a regular inbound call, if your account is not configured for auto-answer, your phone set rings; you can preview the call, before accepting or rejecting it, by reviewing the information provided by an Interaction Preview. If you reject the call, it is sent to another agent, routing point, or queue.
-S'il s'agit d'un appel entrant sur un système VoIP/SIP, vous recevez une notification. Vous pouvez choisir d'afficher un résumé de l'appel avant de l'accepter ou de le refuser Si vous acceptez l'interaction, l'appel arrive sur votre téléphone (qui sonne), avec ou sans aperçu. Si vous refusez l'appel, il est envoyé à un autre agent, un autre point de routage ou une autre file d'attente.
+For an inbound call on a VoIP/SIP system, you receive notification of the call. You can choose to view a call summary before accepting or rejecting the call. If you accept the interaction, the call arrives on your phone set, with or without preview for ringing. If you reject the call it is sent to another agent, routing point, or queue.
-Il existe quatre modes de campagnes d'appels sortants. Certains modes vous permettent de prévisualiser un appel, tandis que d'autres sont composés automatiquement et connectés. Pour en savoir plus sur les campagnes d'appels sortants, reportez-vous à la rubrique [[Outbound_Campaigns_Overview|Aperçu des campagnes d'appels sortants]].
+There are four modes of Outbound campaign calls. Some modes will enable you to preview a call, while others are auto-dialed and connected. Refer to [[Outbound_Campaigns_Overview|Outbound Campaigns Overview]] for more information about Outbound campaign calls.
-{{#anc:E-Mail, Chat, SMS, IM, Workitems}}
+===E-Mail, Chat, SMS, IM, Workitems===
-===E-Mail, Chat, SMS, MI et Eléments de travail===
-Dans le cas d'une interaction entrante normale, si le répondeur automatique n'est pas enclenché sur votre compte, un aperçu d'interaction s'ouvre sur votre Bureau ; vous pouvez prévisualiser l'interaction avant de l'accepter ou de la refuser en consultant les informations d'aperçu. Si vous refusez l'interaction, elle est envoyée à un autre agent, un autre point de routage ou une autre file d'attente.
+For a regular inbound interaction, if your account is not configured for auto-answer, an interaction preview is displayed on your desktop; you can preview the interaction by reviewing the preview information before you accept or reject the interaction. If you reject the interaction, it is sent to another agent, routing point, or queue.
-{{#anc:Auto-Answer with Preview}}
+===Auto-Answer with Preview===
-===Répondeur automatique avec aperçu===
+['''Added:''' 8.5.105.12]
-['''Ajouté :''' 8.5.105.12]
+If your account is configured for auto-answer, an interaction preview might be displayed if your account is configured to enable you to preview the case information before the interaction is auto-answered. In this case, when you receive an auto-answer interaction, the Interaction Preview is displayed on your desktop. A timer that counts down the number of seconds until you are connected to the contact is displayed in the '''Accept''' button (refer to the following figure). You can click '''Accept''' before the timer runs out or wait for the timer to run out.
-Il est possible qu'un aperçu d'interaction s'affiche si le répondeur automatique n'est pas enclenché sur votre compte et si celui-ci est configuré pour prévisualiser les informations de contexte avant qu'une réponse automatique soit envoyée à l'interaction. Dans ce cas, lorsque vous recevez une interaction de réponse automatique, l'Aperçu d'interaction s'affiche sur votre bureau. Une minuterie s'affiche sur le bouton '''Accepter''' et indique le nombre de secondes avant votre connexion au contact (reportez-vous à l'illustration ci-après). Vous pouvez cliquer sur '''Accepter''' avant la fin du décompte ou attendre que le temps soit écoulé.
 {{NoteFormat|
-Cette fonction ne s'applique pas au type de prévisualisation SIP de notification interactive.
+This feature does not apply to SIP Preview type of interactive notification.
 |1}}
 [[File:IW_Mandatory_Auto_Answer_Timer_Accept_851.png|thumb|center]]
-Il est également possible d'afficher le bouton '''Refuser''' si votre administrateur vous autorise à refuser une interaction avant le déclenchement du répondeur automatique.
+The '''Reject''' button might also be displayed if your administrator wants you to have the option of rejecting an interaction before it is auto-answered.
+===SIP Preview===
+If your account is set up to use SIP Preview, an Interactive Notification is displayed on your desktop that lets you see the [[Case_Data|Case Data]] for the call without the call being delivered to your workstation until you click '''Accept'''. Therefore, if you reject a SIP Preview interactive notification or if the preview timeout expires, the call is never delivered to your workstation.
+==Accepting or Rejecting the Interaction==
-{{#anc:SIP Preview}}
+Depending on how your system is configured, you might have some or all of the following choices when an Interaction Preview is displayed on your desktop:
-===Prévisualisation SIP===
-Si votre compte est configuré pour utiliser la Prévisualisation SIP, une notification interactive s'affiche sur votre bureau qui vous permet de voir les [[Case_Data|données de contexte]] de l'appel sans que ce dernier ne soit transmis à votre poste de travail tant que vous ne cliquez pas sur '''Accepter'''. Par conséquent, si vous rejetez une notification interactive de Prévisualisation SIP ou si le délai expire, l'appel n'est jamais envoyé vers votre poste de travail.
-{{#anc:Accepting or Rejecting the Interaction}}
+* '''Accept'''—Open the interaction in an interaction view.
-==Acceptation ou refus de l'interaction==
+* '''Reject'''—Return the interaction to another agent, routing point, or queue.
-En fonction de la configuration de votre système, tout ou partie des options ci-après vous sont présentées lorsqu'un Aperçu de l'interaction est affiché sur votre Bureau :
+{{NoteFormat|Your system might be configured to give the focus to the Interaction Preview window, interrupting your current activity.|2}}
-* '''Accepter''' : permet d'ouvrir l'interaction dans une vue d'interaction.
+===Working on Multiple Interactions at the Same Time===
-* '''Refuser''' : permet de renvoyer l'interaction à un autre agent, un autre point de routage ou une autre file d'attente.
+['''Added:''' 8.5.116.10]
+You might be allowed to work on more than one interaction at the same time. Your administrator might set up your system so that new interactions interrupt the current interaction that you are working on, or your administrator might set up Workspace so that when you accept a new interaction while you are working on another interaction, the new interaction opens in the background and your current interaction keeps the focus.
+This behavior might be set up differently for each of your media channels. For example, a newly accepted email interaction might appear in the background and newly accepted voice interactions might receive the focus.
+{{NoteFormat|
+* Newly created outbound/outgoing interactions always receive the focus.
+* When interactions are accepted, but are displayed in the background, your reporting/focus time calculations might not begin until you select the interaction window and give it the focus.
+|2}}
-{{NoteFormat|Votre système peut être configuré pour sélectionner la fenêtre Aperçu de l'interaction, ce qui interrompt tout autre activité en cours.|2}}
+===Screen Reader Behavior===
+['''Added:''' 8.5.101.14]
-{{#anc:Screen Reader Behavior}}
+If you are using a screen reader, your system might be configured to give the focus to the Interaction Preview window. In this scenario, your screen reader will automatically read the window title to you. Navigate to the content area to have your screen reader read the Interaction Preview content. If your system is not configured to give focus to the Interaction Preview window, and you want the screen reader to read the Interaction Preview window, you must use screen navigation.
-===Comportement du lecteur d'écran===
-['''Ajouté :''' 8.5.101.14]
-Si vous utilisez un lecteur d'écran, votre système peut être configuré pour mettre en évidence la fenêtre Aperçu de l'interaction. Dans ce cas, votre lecteur d'écran vous lira automatiquement le titre de la fenêtre. Accédez à la zone de contenu pour que votre lecteur d'écran lise le contenu de l'Aperçu de l'interaction. Si votre système n'est pas configuré pour mettre en évidence la fenêtre d'Aperçu de l'interaction alors que vous souhaitez que le lecteur d'écran en lise le contenu, utilisez la navigation de l'écran.
 [[Category:Workspace_Desktop_Edition_8.5.1_Help]]
 [[Category:V:IW:DRAFT]]