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=Présentation des fonctionnalités=
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=Functionality Overview=
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{{#anc:Functionality Overview}}
 
  
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L'interface de Workspace comprend des vues et des fenêtres renfermant les [[Atomic_Views_Overview|composants, fonctions et commandes]] requis pour effectuer une tâche, telle que le traitement d'une interaction vocale entrante.
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The Workspace interface is composed of views and windows that contain the [[Atomic_Views_Overview|components, features, and controls]] that are required to complete a task such as handling an Inbound Voice Interaction.
  
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[[Login|Connexion]] : il s'agit de la première vue qui s'affiche. Vous y indiquez vos informations d'identification et, le cas échéant, des données de connexion supplémentaires en relation avec votre rôle ou l'environnement technique. Pour ouvrir la fenêtre Connexion, [[Launching_Interaction_Workspace|lancez]] l'application Workspace.
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[[Login|Login]]—The first view that you see. It enables you to identify yourself and, if required, enter additional login data based on your role or the technical environment. To open the Login Window, [[Launching_Interaction_Workspace|launch]] the Workspace application.
  
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[[Main_Window|Fenêtre principale]] : permet de gérer votre état, vos contacts, vos favoris et vos paramètres, de trouver les interactions existantes, de consulter vos KPI et vos messages, ainsi que de lancer de nouvelles interactions.
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[[Main_Window|Main Window]]—Enables you to manage your status, contacts, favorites, and settings; find existing interactions; view your KPIs and messages; and launch new interactions.
  
 
<!--[[Gadget|Gadget]]—Enables you to manage your status and favorites, create new interactions, and access information about interactions that are currently active.-->
 
<!--[[Gadget|Gadget]]—Enables you to manage your status and favorites, create new interactions, and access information about interactions that are currently active.-->
  
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[[Statistics_Gadget|Outil de statistiques]] : permet d'afficher vos KPI et les statistiques du centre de contacts dans une vue permanente. Les statistiques peuvent être affichées sous forme de bandeau défilant ou de vue statique.
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[[Statistics_Gadget|Statistics Gadget]]—Enables you to view your KPIs and contact-center statistics in a permanent view. Statistics can be viewed in a ticker or in a static view.
  
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[[Interaction_Preview|Aperçu de l'interaction]] : affiche une notification interactive concernant une nouvelle interaction entrante. La notification est un aperçu incluant des données jointes via lesquelles vous pouvez décider d'accepter ou de refuser l'interaction.
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[[Interaction_Preview|Interaction Preview]]—Displays an interactive notification of a new inbound interaction. The notification is a preview that includes attached data that enables you to decide whether to accept or reject the interaction.
  
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[[Voice_Tasks_Overview|Tâches vocales]]
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[[Voice_Tasks_Overview|Voice Tasks]]
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*[[Voice_Interaction|Interaction vocale]] : permet de visualiser toutes les informations nécessaires pour traiter une interaction vocale avec un contact ou un agent interne.
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*[[Voice_Interaction|Voice Interaction]]—Enables you to view all of the information that is necessary to handle a voice interaction with a contact or an internal agent.
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* [[Internal_Voice_Interaction|Interaction vocale interne]] : permet de lancer une interaction vocale avec une cible interne.
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* [[Internal_Voice_Interaction|Internal Voice Interaction]]—Enables you to start a voice interaction with an internal target.
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* [[Voice_Consult|Consultation vocale]] : permet de consulter un autre agent au sujet de l'[[Voice_Interaction|interaction vocale]] en cours avant de lancer une conférence avec cet agent ou de lui transférer un appel.
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* [[Voice_Consult|Voice Consult]]—Enables you to consult with another agent about the current [[Voice_Interaction|voice interaction]], before you initiate a conference with the agent or transfer to the agent.
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* [[Voice_Recording|Enregistrement vocal]] : permet d'enregistrer l'interaction vocale en cours avec un contact ou une cible interne (pour les agents VoIP/SIP uniquement).
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* [[Voice_Recording|Voice Recording]]—Enables you to record the current voice interaction with a contact or an internal target (for VoIP-/SIP-enabled agents only).
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* [[Video_Interaction|Interaction vidéo]] : permet d'ajouter le canal vidéo à votre appel vocal en cours.
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* [[Video_Interaction|Video Interaction]]—Enables you to add the video channel to your current voice call.
  
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[[Web_Callback_Interaction|Interaction de rappel Web]] : permet de visualiser toutes les informations nécessaires pour traiter une interaction de rappel Web vocale avec un contact.
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[[Web_Callback_Interaction|Web Callback Interaction]]—Enables you to view the information that is necessary to handle a web callback voice interaction with a contact.
  
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[[Chat_Tasks_Overview|Tâches de Chat]]
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[[Chat_Tasks_Overview|Chat Tasks]]
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* [[Chat_Interaction|Interaction par Chat]] : permet de visualiser toutes les informations nécessaires pour traiter une interaction par Chat avec un contact ou un agent interne.
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* [[Chat_Interaction|Chat Interaction]]—Enables you to view all of the information that is necessary to handle a chat interaction with a contact or an internal agent.
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* [[Chat_Consult|Consultation par Chat]] : permet de consulter un autre agent au sujet de l'interaction par Chat en cours, avant de lancer une conférence avec cet agent ou d'effectuer un transfert vers celui-ci.
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* [[Chat_Consult|Chat Consult]]—Enables you to consult with another agent about the current chat interaction, before you initiate a conference with the agent or transfer to the agent.
  
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[[E-Mail_Interaction|Interaction par e-mail]] : permet de visualiser toutes les informations nécessaires pour traiter les interactions par e-mail entrant et sortant avec un contact ou un agent interne, mais aussi le contrôle AQ des interactions par e-mail sortant.
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[[E-Mail_Interaction|E-Mail Interaction]]—Enables you to view all of the information that is necessary to handle inbound and outbound email interactions with a contact or internal agent, and how to handle QA review of outbound email interactions.
  
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[[SMS_Interaction|Interaction SMS]] : permet de visualiser toutes les informations nécessaires pour traiter une interaction SMS avec un contact.
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[[SMS_Interaction|SMS Interaction]]—Enables you to view all of the information that is necessary to handle an SMS interaction with a contact.
  
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[[Workitems|Éléments de travail]] : permet de visualiser les types de médias non interactifs, tels que les fax.
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[[SkypeUsingPlugin|Skype for Business Plugin]]—Enables you to view all of the information that is necessary to handle interactions with a contact in an environment that uses Skype for Business.
  
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[[Internal_IM|Messagerie instantanée interne]] : permet d'[[Internal_IM#Sending_an_IM|envoyer]] un message instantané (MI) à un autre agent (cible interne) ou de [[Internal_IM#Receiving_an_IM|recevoir]] un MI envoyé par une cible interne.
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[[FBixnWindow|Facebook Interaction]]—Enables you to view all of the information that is necessary to handle a Facebook interaction with a contact.
  
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[[Outbound_Campaigns_Overview|Tâches de campagne d'appels sortants]]
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[[TwIxnWindow|TwitterInteraction]]—Enables you to view all of the information that is necessary to handle a Twitter interaction with a contact.
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* [[Outbound_Preview_Calls|Appels sortants en mode Prévisualisation]] : permet de demander une interaction de type campagne d'appels sortants et de visualiser les données relatives au contact avant d'établir l'appel avec ce dernier.
 
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* [[Outbound_Push_Preview_Calls|Appels de prévisualisation Insertion sortante]] : permet de recevoir automatiquement une interaction de type campagne d'appels sortants et de visualiser les données relatives au contact avant d'établir l'appel avec ce dernier.
 
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* [[Outbound_Progressive_Calls|Appels sortants en modes Progressif et Prédictif]] : permet de recevoir des interactions sortantes composées automatiquement par le système.
 
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* [[Call_Actions_for_Outbound_Calls|Actions d'appel pour les appels sortants]] : permet d'effectuer des fonctions d'appel courantes comme le transfert d'appel ou la planification d'un rappel.
 
  
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{{#anc:Plug-in Support}}
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[[RSSixnWindow|RSS Interaction]]—Enables you to view all of the information that is necessary to handle an RSS interaction with a contact.
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==Prise en charge des plug-ins==
 
  
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Workspace prend en charge les plug-ins Genesys pour un éventail de canaux de médias étendus, dont les canaux de médias sociaux tels que Facebook et Twitter. Consultez la documentation fournie avec vos plug-ins Genesys eServices pour obtenir des informations sur l'installation et l'utilisation de ces canaux.
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[[Workitems|Workitems]]—Enables you to view non-interactive media types, such as faxes.
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[[Internal_IM|Internal IM]]—Enables you to [[Internal_IM#Sending_an_IM|send]] an Instant Message (IM) to another agent (internal target) or [[Internal_IM#Receiving_an_IM|receive]] an IM from an internal target.
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[[Outbound_Campaigns_Overview|Outbound Campaign Tasks]]
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* [[Outbound_Preview_Calls|Outbound Preview Calls]]—Enables you to request an outbound campaign interaction and view contact-related data before you make the call to the contact.
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* [[Outbound_Push_Preview_Calls|Outbound Push Preview Calls]]—Enables you to receive automatically an outbound campaign interaction and view contact-related data before you make the call to the contact.
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* [[Outbound_Progressive_Calls|Outbound Progressive and Predictive Calls]]—Enables you to receive outbound interactions that are dialed automatically by the system.
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* [[Call_Actions_for_Outbound_Calls|Call Actions for Outbound Calls]]—Enables you to perform common call functions such as transferring a call or scheduling a callback.
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==Plug-in Support==
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Workspace supports Genesys plug-ins for a variety of extended media channels, including social-media channels such as Facebook and Twitter. Refer to the documentation that comes with your Genesys eServices plug-ins for information about how to install and use these media channels.
  
 
[[Category:Workspace_Desktop_Edition_8.5.1_Help]]
 
[[Category:Workspace_Desktop_Edition_8.5.1_Help]]
 
[[Category:V:IW:DRAFT]]
 
[[Category:V:IW:DRAFT]]

Version du mai 31, 2017 à 15:00

Functionality Overview

The Workspace interface is composed of views and windows that contain the components, features, and controls that are required to complete a task such as handling an Inbound Voice Interaction.

Login—The first view that you see. It enables you to identify yourself and, if required, enter additional login data based on your role or the technical environment. To open the Login Window, launch the Workspace application.

Main Window—Enables you to manage your status, contacts, favorites, and settings; find existing interactions; view your KPIs and messages; and launch new interactions.


Statistics Gadget—Enables you to view your KPIs and contact-center statistics in a permanent view. Statistics can be viewed in a ticker or in a static view.

Interaction Preview—Displays an interactive notification of a new inbound interaction. The notification is a preview that includes attached data that enables you to decide whether to accept or reject the interaction.

Voice Tasks

  • Voice Interaction—Enables you to view all of the information that is necessary to handle a voice interaction with a contact or an internal agent.
  • Internal Voice Interaction—Enables you to start a voice interaction with an internal target.
  • Voice Consult—Enables you to consult with another agent about the current voice interaction, before you initiate a conference with the agent or transfer to the agent.
  • Voice Recording—Enables you to record the current voice interaction with a contact or an internal target (for VoIP-/SIP-enabled agents only).
  • Video Interaction—Enables you to add the video channel to your current voice call.

Web Callback Interaction—Enables you to view the information that is necessary to handle a web callback voice interaction with a contact.

Chat Tasks

  • Chat Interaction—Enables you to view all of the information that is necessary to handle a chat interaction with a contact or an internal agent.
  • Chat Consult—Enables you to consult with another agent about the current chat interaction, before you initiate a conference with the agent or transfer to the agent.

E-Mail Interaction—Enables you to view all of the information that is necessary to handle inbound and outbound email interactions with a contact or internal agent, and how to handle QA review of outbound email interactions.

SMS Interaction—Enables you to view all of the information that is necessary to handle an SMS interaction with a contact.

Skype for Business Plugin—Enables you to view all of the information that is necessary to handle interactions with a contact in an environment that uses Skype for Business.

Facebook Interaction—Enables you to view all of the information that is necessary to handle a Facebook interaction with a contact.

TwitterInteraction—Enables you to view all of the information that is necessary to handle a Twitter interaction with a contact.

RSS Interaction—Enables you to view all of the information that is necessary to handle an RSS interaction with a contact.

Workitems—Enables you to view non-interactive media types, such as faxes.

Internal IM—Enables you to send an Instant Message (IM) to another agent (internal target) or receive an IM from an internal target.

Outbound Campaign Tasks

Plug-in Support

Workspace supports Genesys plug-ins for a variety of extended media channels, including social-media channels such as Facebook and Twitter. Refer to the documentation that comes with your Genesys eServices plug-ins for information about how to install and use these media channels.

Comments or questions about this documentation? Contact us for support!