Introduction to the Genesys Contact Center User Interface

The Genesys Contact Center User Interface consists of several elements.

Genesys Contact Center Menubar

If Genesys Contact Center is running in a separate window from Microsoft CRM, a menubar appears at the top of the Genesys Contact Center window. This menubar contains the following menus and options:

Availability Status Line

The Availability Status Line contains the Availability Modes menu and the Sign In menu.

Availability Modes menu

Within the Availability Modes menu, you can set status to:

Actual Reason codes for Not Ready are configurable. Hard-coded reason codes that come with the Adapter are:  After Call Work and Not Specified.

The Availability Modes menu is a global control, which allows an agent to set the global Ready/Not Ready status with a global reason code. Using this global status control, the agent acts on the whole list of available media/DNs.

Since Log In/Log Out commands are not applicable to some media, there is no global Log In/Log Out menu item in the Availability Modes menu. The agent can log in or log out of individual media/DNs by selecting individual media/DNs under Media Channels, then using the Actions menu (also under Media Channels).

When an agent is logged out on some or all media, selecting global Ready or Not Ready - REASON Code automatically makes the agent logged in for all applicable media.

Global Agent Status string values:

Selected menu item

Status string

Comment

Ready Ready
Not Ready - Reason Code Not Ready No Reason Code shown
Logged Out Agent is logged out of all available media

Colors Used in the Availability Modes Menu
Sign In menu

Within the Sign In menu, the user can sign in to or sign out from the Genesys Framework. The Sign In menu is a toggle control.

When signed in, the menu name is Signed In, and the menu item's name is Sign Out.

When signed out, the menu name is Signed Out, and the menu item's name is Sign In.

On an attempt to Sign Out, a warning dialog box pops up which reads:

All active interactions will be lost. Do you still want to sign out?

Control buttons are OK and Cancel. After signing out, all the content on a page disappears, except the Sign In menu.


Media Channels

This control allows the user to change Ready/Not Ready/Logged In/Logged Out status individually for each available media/DN. Statuses might be changed via the Actions menu for selection group or single media.

This Log In and Log out menu is configurable and cannot be turned off by the System administrator.

The Status column displays the current status of each available media.

Media Status string values:

 Selected menu item

 Status string

 Comment

 Ready  Ready  
 Not Ready - <Reason Code>  Not Ready - <Reason Code>  Example: Not Ready - Lunch
 Log In Ready
Not Ready - <Reason Code>
 Depending on configuration
 Log Out  Logged Out  

When Log In is selected, depending on the particular switch, Adapter configuration, and business requirements, the user automatically becomes:

Logged Out and Not Ready statuses are shown in bold red (#EC3D25).

A Refresh List contextual pop up menu is available within the grid upon right-click.

Interactions

The Interactions list displays active interactions (voice and non-voice), quick contact's data, and current status (Dialing..., Connected, On Hold, etc., according to the Genesys CTI model). Double-clicking an interaction row pops up the corresponding interaction form. The user can also pop up the individual interaction or selection group via the Actions menu.

Clicking the New Phone Call button opens a new Phone Call form, where the user can initiate a new voice interaction.

A contextual pop up menu with Open Interaction Form and Refresh List is available within the grid upon right-click.

Call Controls on the Phone Call Form

Call controls are the same for both the menu and the toolbar. Available call controls are:

Call Status

Current call status is shown in the bottom-left corner of the form.

Example of use: If a call was put on hold, the status string will clearly indicate that the call is currently On Hold.