##### Genesys DESKTOP

# Desktop Terminology

The following table lists and defines some of the terms used throughout this Genesys Desktop Help file:

Term | Definition
Agent Place Status | A window that indicates the media types for which you are enabled.
Anchor | Preset positions for a vertical spine. You can drag anchors to any position along the bottom of the Genesys Desktop window. Clicking an anchor causes the vertical spine to jump to the location of that anchor.
Batch Navigation | The area on the far-left side of the Genesys Desktop window, where all open interactions are displayed as icons.
Calling List | Customer data compiled in a list. Used only for outbound campaign calls.
Campaign Contact | A customer who is used only for campaign purposes and not included in the databases of other media.
Chain | Multiple records linked to one customer (for example, several phone numbers).
Channel | See Media Type.
Common Tools | The features that are available when working with all media.
Connect/Disconnect | System connection. You must first connect to the system, by entering a unique user name and password in the login window.
Contact | An individual who is calling or visiting your company by phone or through the website, and who is requesting an interaction with an agent. (Also called a Web visitor.)
DN | Directory Number. Agents are assigned a unique DN (usually a number) for each type of media that they are authorized to handle.
EWT | Estimated Waiting Time. The approximate amount of time that a caller will wait on hold before an agent is available.
Expert | The Genesys Desktop user in a CTI-Less environment. Someone who is considered to have specialized knowledge of the company's products and services. An agent might refer a customer to an expert if he or she is unable to fully satisfy that customer's request.
Grip | Enables you to resize the vertical space for panes. When you hover the mouse pointer over a grip, the pointer changes to indicate the drag option.
Login/Logout | Activation or deactivation of Genesys Desktop. Used by the agent.
Media Type | The means of interaction (for example, e-mail or voice).
Place | A workstation assigned to a particular agent, including the media types and DNs assigned to that agent (see Agent Place Status).
RWT | Real Waiting Time. The amount of time that a caller waits on hold.
Ready/Not Ready | Genesys Desktop readiness. By selecting the arrow on the menu, you inform the system that your Genesys Desktop is ready for incoming and outgoing interactions.
Responses | A database of pre-written responses. You can insert these responses as replies into any e-mail or chat message, or you can read them to the contact during a phone interaction.
Spine | Enables you to resize the horizontal space for panes. You can drag a spine to an arbitrary position, or click it so it jumps to a preset anchor.
T-Server | An application that provides the interface between traditional telephony systems, such as a PBX, and the Genesys software.
Workbin | Used to store and handle draft e-mails and collaborative e-mails. You can create Custom Workbins if your system is configured to do so.

See also:

Handling E-Mail Overview

Handling Chat Session Overview

Handling Instant Message Session Overview

Handling Inbound MMS Messages

Handling Phone Calls Overview

Handling Outbound Campaign Calls Overview

Handling Callback Overview

Handling Web Callback Overview

Handling Open Media Overview

Handling Video Sessions Overview

Using Advanced Genesys Desktop Functions

Using Expert Desktop Overview

Using the Common Tools Overview