Product Availability Announcement
8.1.1 Interaction Workspace
July 29, 2011
1. Product Availability
The Agent Desktop team is pleased to announce Product Availability of Interaction
Workspace 8.1.1 effective today, July 29, 2011. Version 8.1.1 is the default shipping version.
Interaction Workspace is under PM shipping control. Product Management approval is
required.
2. Product Positioning and Information
Engaged representatives result in engaged customers. Interaction Workspace, an agent
desktop, brings a new user experience to Genesys 8. Interaction Workspace is a role-based,
modular, and fully extensible smart client application providing users blended conversation
experience. This application is targeted for contact center agents, back-office experts, and
branch office representatives.
The 8.1.1 release of Interaction Workspace includes the following new features (see Features
and Benefits document for cumulative list of all features to date):
Outbound Contact
oOutbound Campaign calling using Preview (pull and push), Predictive,
Progressive, and Matrix (ASM) mode.
oPreview modes allow agent to reject calls with specific business reason.
oPersonal and public callback rescheduling
oDo-Not-Call
oConfigurable outbound record data update
oNegotiated logout to prevent drop calls
SMS:
oSupports both page (single message) and session (similar to chat) modes.
oTransfer
oMessages exchanged transcript
oClick to dial and email
Interaction Bar
oEnhancement to the Interaction Workspace main view showing interaction(s)
currently in progress.
oInteraction bar allows users to control the interaction without having to ‘bring to
top’ the interaction window.
Standard Response Library
oSuggested responses
Spell Checking
oCorporate dictionary support
Case Information
oConfigurable case data update with UI support various data format
Customer Context Notification
oExisting in-progress interaction in queue
Team Communicator
oAgent state based on capacity rule for eService medias
Multimedia Conversation Blending Enhancements
oVoice to/from SMS
oeMail to/from SMS
