##### Genesys Desktop

# Genesys Desktop Interface and Controls

The Genesys Desktop interface remains open as long as the application is running. The following tables describe the various features within the window.

Incoming and outgoing interaction forms appear in the middle of the window.

- When you log in, the Not Ready (red) indicator is on.

- When you are ready to start interactions, click the arrow on the bar, and then select the Ready (green) option.

## 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 for each media. See Agent Place Status. New Phone Call: Initiates a new phone interaction. See Outgoing Phone Call Form. New E-Mail: Initiates a new e-mail interaction. See Creating a New Outgoing E-Mail Message. Speed dial: Displays the list of contacts that you have entered in speed dialing keys. Re-Dial: Displays a list of the most recent phone numbers that you have called. The top phone number is the last one that you called. New IM: Initiates a new Instant Message (IM) interaction. See Creating a New Outgoing Instant Message. New SMS: Initiates a SMS interaction. See Creating a New Outgoing SMS. Print Preview: Opens a print preview, so that you can see 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. Note: Do Not Disturb On is available only if your corporate phone system is configured to handle them. Do Not Disturb Off: Deactivates the Do Not Disturb status on your desktop. Note: Do Not Disturb Off is available only if your corporate phone system is configured to handle them.
Preferences | Use to display the Toolbar, Status bar, and Statistic 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 | Enables you to open interactions that have been stored in your workbin. Clicking the Workbins button opens a submenu containing one or more of the submenus listed below. If your Workbin contains only one item, then the arrow does not appear inside the Workbins button. Clicking the Workbins button does not open a submenu; instead, it opens the single Workbin item. A ToolTip appears to indicate the content of the Workbin item. If your Workbin contains more than one item, then an arrow appears inside the Workbins button. The Workbins icon flashes yellow and the text appears in bold, and a message appears on the Status Bar, when a new interaction is directed to you. To stop the Workbins button from flashing without opening the Workbins submenu or the Workbin item, hold down the Ctrl key while clicking the Workbins button. The text will remain bold until the new Workbin item is opened. Draft E-mail: Enables you to view and manage all your draft e-mails. This option is available only on systems that are configured for this purpose. See Opening a Message Saved as a Draft. 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. This option is available only if your company has configured Custom Workbins.
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 draft e-mail, 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. See Outgoing Phone Call Form.
New SMS | Click to open a new Outgoing SMS interaction.
New E-mail | Click to create a new outgoing e-mail. See Creating a New Outgoing E-Mail Message.
Forward | Click to forward your agent phone number to another agent, who handles your incoming phone calls while you are unavailable. 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.
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 | Click to log in to or log out of all the multimedia channels that you selected in the login window (for example, voice, e-mail, chat, Open Media). 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.

## Tabs

The tabs appear on the bottom-left portion of the interaction form when you have an interaction (phone, e-mail, or chat) open. The following descriptions define the function of each tab.

### Auto Suggest

Suggests standard responses for each defined category. It includes categories that are automatically related to the context of the interaction. For details, see Auto Suggest Responses.

- Click View to view the suggested response.

- Click Insert to insert the suggested response.

### Notepad

Provides a space in which you can type comments about an interaction for yourself and any other agent who might interact with the contact in the future. The reason for transferring an interaction is automatically recorded in the Notepad. The content is stored in the history for the contact. The text does not appear in the e-mail message or chat.

The Notepad cannot be used for campaign calls.

For details, see Using Notepad.

### Attached Data

Contains system data related to the interaction—for example, the account number and the type of service. You can modify, create, or delete attached data. For details, see Attached Data.

### Custom Data

Contains additional information related to the interaction. You can modify, but not add or delete, custom data.

### Disposition Code

Contains a checklist of options that you can click to specify the outcome of the interaction.

Your system may be configured so that you cannot click Mark Done until you have selected a disposition code. Your system might be configured so that this tab is not displayed. For details, see Disposition Code.

## 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:

- Information messages (gray background)

- Warning messages (yellow background with a warning icon)

- 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, the Expand List button () is displayed on the far-right side that enables you to scroll through all of the messages in that list.

- Double-click the status bar to expand it to see the entire contents.

- Double-click the status bar again, or click the Collapse List button (), to collapse it and see only the current message.

## Not Ready Reasons

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

Note: If your system is configured with multiple Not Ready reasons, you can change from one Not Ready reason to another without first changing your status to Ready.

### After Call Work

Most Automatic Call Distribution (ACD) environments set agents automatically to the After Call Work (ACW) state at the end of a call. Typically this state lasts for a pre-configured time. You can end the state before the timeout by manually switching to Ready when the ACW is complete.

The switches in some ACD environments enable you to manually request an extension to the ACW state. An extension resets the ACW duration counter to zero. To re-enter the Ready state, use the Ready menu or wait for time-out of the ACW state.

Note: The behavior of the ACW extension request depends on the configuration of your system hardware. Contact your system administrator for details. You will not have notification of the time that remains in the extended ACW state.

## 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 Mark Done on a multimedia interaction for which there is only one workflow configured.

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 blinks.

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

The Workbins icon flashes yellow and the text appears in bold, and a message appears on the Status Bar, when a new interaction is directed to you. To stop the Workbins button from flashing without opening the Workbins submenu or the Workbin item, hold down the Ctrl key while clicking the Workbins button. The text will remain bold until the new Workbin item is opened.