##### Using Expert Desktop

# Expert Desktop Interface and Controls

When you log in, the Agent Status bar on the interface is red, indicating that you are not ready to take a call.

- When you are ready to start interactions, click the arrow on the bar, and then select the Ready option. The Agent Status bar turns green.

The interface for an expert's desktop is similar to the Genesys Desktop agent's interface, except for the following buttons on the Toolbar:

- On-call ( ), which informs Genesys Desktop that you are about to answer a direct call (external or internal) that is not currently being monitored by Genesys Desktop.

Note: If you log in as a SIP (CTI-Less) Expert Knowledge Worker, On-call is disabled (this menu item and toolbar icon are hidden).

- Reroute ( ), which routes a call from the expert's desktop back to an agent at the contact center.

Note: If you log in as a SIP (CTI-Less) Expert Knowledge Worker, Reroute is disabled (this action button is hidden). Instead, use Network Transfer to perform this function.

## Drop-Down Menus

Note: The extended mouse-over function changes the headers to blue. After you open a drop-down menu, you must either select an item or click the title of the drop-down menu to close it.

Menu | Available Options
Agent State | Ready: Changes the red (Not Ready) indicator to green. The menu title toggles to Ready. Not Ready: Changes the green (Ready) indicator to red. The menu title toggles to Not Ready. A red indicator means that you are not ready for any interaction. An orange indicator means that you are ready for some interactions (see Not Ready Reasons).
File | Agent Place Status: Enables you to review your current Place status. New Phone Call: Initiates a new phone interaction. On-Call: Informs Genesys Desktop that you are about to answer a direct call (external or internal) that is not currently being monitored by Genesys Desktop. Disabled if you log in as a SIP (CTI-Less) Expert Knowledge Worker. New E-Mail: Initiates a new e-mail. Speed dial: Displays the list of contacts that you have entered in speed dialing keys. Redial: Displays a list of the most recent phone numbers that you have called. The top phone number is the last one that you called. Print Preview: Opens a print preview, so that you can view and print the current interaction.
Actions | Login: Changes the Logged Out state to Logged In. This menu command logs you in to all the DNs (Directory Numbers) that are available to you in your selected Place. Logout: Changes the Logged In state to Logged Out, and exits you from Genesys Desktop. This menu command logs you out of all the DNs that are available to you in your selected Place, but only if there is no active interaction. If an interaction remains open, a warning message appears. Campaigns: Displays the name, description, status, and mode of all loaded campaigns. You can select a campaign to view in Preview mode. See Handling Outbound Campaign Calls Overview and Working on Preview Mode Calls. Next Campaign Contact: Opens the Outbound Campaign form, so that you can continue working on the same Preview mode campaign. See Working on Preview Mode Calls. Forward: Forwards your agent phone number to another agent, who handles your incoming phone calls while you are unavailable. See Forward. Cancel Forward: Cancels phone number forwarding, so that you can handle incoming phone calls again. See Forward. Do Not Disturb On: Activates the Do Not Disturb status on your desktop. Do Not Disturb Off: Deactivates the Do Not Disturb status on your desktop. Note: Do Not Disturb On/Off are available only if your corporate phone system is configured to handle them.
Preferences | Use to display the Toolbar, Status Bar, and viewing statistics bar, and to organize several settings.
Help | Help Contents: Enables you to access the online Help file. About: Displays information about the application.
Workbins icon | Draft E-Mail: Lists your e-mail messages that are currently in the draft stage (not sent). Collaboration E-mail: Enables you to view and manage all your collaboration e-mails. This option is available only on systems that are configured for this purpose. See Responding to a Stored Collaboration Request. Custom Workbins: Enables you to store and handle draft and collaboration e-mail messages.
Contacts icon | Contacts: Displays a searchable list of contact names and contact information, as well as the history of interactions with each contact.
Supervisors icon | Draft E-mail Management: Enables you to view and manage all draft e-mails for your agents. This option is available only if your system is configured for this purpose, and if you are also configured as a supervisor.

For an explanation of some of the terms used in the preceding table, see Desktop Terminology.

## Toolbar

##

Note: The functionality of these buttons is also available from the File, Actions, and Help menus.

Button | Function
New Phone Call | Click to open the Outgoing Phone Call form.
New E-mail | Click to create a new outgoing e-mail.
Forward | Click to forward your phone number to another agent or expert, who handles your incoming phone calls while you are unavailable. For more information, see Forward.
Cancel Forward | Click to cancel phone number forwarding, so that you can handle incoming phone calls again. See Forward
Do Not Disturb On | Click to activate the Do Not Disturb status on your desktop.
Do Not Disturb Off | Click to deactivate the Do Not Disturb status on your desktop.
On-call | Informs Genesys Desktop that you are about to answer a direct call (external or internal) that is currently not being monitored by Genesys Desktop. Disabled if you log in as a SIP (CTI-Less) Expert Knowledge Worker.
Campaigns | Click to display the name, description, status, and mode of all loaded campaigns. You can select a campaign to view in Preview mode. See Handling Outbound Campaign Calls Overview and Working on Preview Mode Calls.
Login/Logout | If you are not logged in, clicking this button changes the Logged Out state to Logged In. This button logs you in to all the DNs (Directory Numbers) that are available to you in your selected Place. If you are logged in, clicking this button changes the Logged In state to Logged Out and exits you from Genesys Desktop. This button logs you out of all the DNs that are available to you in your selected Place, but only if there is no active interaction. If an interaction remains open, a warning message appears.
Help | Click to open the online Help file.

## Status Bar

The Status Bar displays informational messages (for example, Spell Checking done) and warning messages. The Status Bar displays messages to confirm whether actions were successful or not. For example, if you successfully load a Quick Dashboard, the Status Bar will display a message indicating success.

The Status bar has three list modes:

1. Information messages (gray background)

2. Warning messages (yellow background with a warning icon)

3. No messages (blank)

You can toggle the message display between the list modes by clicking the Status bar button ( ).

If there is more than one message in a list, a small scroll bar (up/down arrows) on the far-right side enables you to scroll through all the messages in that list.

The Status bar button displays informational messages (for example, Spell Checking done) and warning messages.

## Not Ready Reasons

Select the Not Ready reason that is most appropriate to your session break.

## Agent Place Status

When you log in, the second login window enables you to select the multimedia channels that you want to use during your session. The Agent Place Status window (shown below) is available during your entire login session. It enables you to disconnect from, and connect to, one or more of these media.

## Action Confirmation Dialog Box

The Action Confirmation dialog box appears if you try to:

- Delete an e-mail.

- Merge a contact.

- Delete a contact.

- Mark a Multimedia interaction as done.

- Clear your personal dictionary.

Click Yes to confirm the action; or click No to cancel the action.

## A New Interaction Is Available in Your Workbin

If you receive a new interaction in one of your Workbins, a yellow alert message appears in the Status bar, and the Workbin icon flashes.

Click the Workbin icon to open the menu, and then select the Workbin item (in bold font) that contains the new interaction.