M O D U L E 0 5 Genesys Workspace

Module Overview This lesson discusses the Genesys workspace and how to navigate within the system for day-to-day tasks and call handling.

Objectives:

• Identify terminology used in the Genesys workspace

• Log in/out of your systems properly

• Manage your agent status to receive calls

• Perform all agent tasks using Genesys as required

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• Logging In

• Desktop Overview

• Genesys Banner

• Tabs and Menus

• Incoming Calls

Lesson Topics

WDE SIT Log In Information

gencsp-sittx.hughestelematics.net

2020

WDE_SIT

Logging In

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Step How to Login to the Genesys Workspace

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Login to Siebel before logging into Genesys to ensure each system works together to function properly. Note: Users that have hum Siebel credentials can use the same credentials to log into Genesys.

2 Open the Genesys Workspace software: • Double click the red and white Workspace Desktop

icon on your desktop

3 In the Login View, enter your username and password.

4 Enter the information for your phone and extension based on the location from which you are dialing in.

5 If there is a need to end the login process, click Cancel.

6 For frequently asked questions and a step by step how-to on logging in, please consult the knowledge base.

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Changing Your Genesys Password

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Visit https://iam.vtitel.net to change your password in PROD.

Logging in to Production

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gencsp-tx.vtitel.net 8888

WDE

Changing Workstations

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Genesys Desktop Overview

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Genesys Banner

Icon Features of the Genesys Banner

1 Status Options Menu • Click here to select from the following status options:

• Ready • Not Ready

• See screenshot or SIT environment for all Not Ready status options.

• After Call Work • Do Not Disturb • Log On • Log Off

2 Main Menu

3 Help Menu

4 Supporting View Menu (See slide 11 for more details) 5 Quick Search (See slide 10 for more details)

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Dropdown Icon 2

Dropdown Icon 1

User Status Options

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Genesys Banner: Quick Search

Search Options

Once the desired result is found, click the downward facing arrow to reveal options to: • Call • Add to Favorites

If mbrace is typed into the Quick Search,

options will appear in a dropdown menu.

Quick Search Bar

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Genesys Banner: Supporting View Menu

Supporting View Menu

Supporting View Menu Here you can navigate back to your main desktop view. Notice all tabs from the main desktop view in the drop-down.

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Genesys: Pop Quiz!

Question 1: List at least 3 status options in the status options menu. Question 2: Which of the following are options available in the Search Options drop-down? (Ways you can search- Choose all that apply)

• A: Contact • B: Agent Group • C: Skill • D: All of the Above

Question 3: Name the sections of the Genesys Workspace you can access from the Supporting View Menu. Question 4: Which button should be selected to quickly locate other departments to perform transfers?

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Genesys Workspace: My Channels Tab

My Channels Tab Highlights

View your mode of communication (For example: Voice)

See your status and how long you have been in that status.

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Genesys Workspace: My Statistics Tab

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Genesys: Pop Quiz!

Question 1: On which Genesys tab would you view your mode of communication, status, and how long you’ve been in that status? Question 2: What tab can you access to view your performance in each Key Performance Indicator?

Incoming Calls

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Always check your Genesys Status before leaving your workstation to eliminate unanswered calls. Unanswered calls will have a negative impact on your statistics if you are listed as “ready” but miss a call.

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Genesys Workspace: Incoming Calls

Step Incoming Call Flow 1 An inbound call window will appear. 2 The agent is provided the option to accept the call by clicking Accept. 3 If the agent misses the call, they will be placed in Not Ready Status.

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Genesys Workspace: Incoming Call Screen Pop

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. © 2016 Verizon

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Call Interaction Window & Toolbar When a call is answered, this window and toolbar will appear with actionable icons.

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1. Terminate an active call 2. Place calls on hold 3. Instant Call Transfer to another person or department. 4. Instant Call Conference (Warm Transfer) 5. Phone dialer for consult calls with another department/specialist or place an outbound call 6. Team Communicator searches for team members/workgroups

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. © 2016 Verizon 22

Call Interaction Window & Toolbar Activity Instructions: Match the icon with the appropriate description in 3 minutes.

1. Terminate an active call 2. Place calls on hold 3. Instant Call Transfer to another person or department. 4. Conference call with a customer and another department or specialist. 5. Phone dialer for consult calls with another department/specialist or place an outbound call

Icon Bank

a b c

d e f

6. Team Communicator searches for team members and workgroups

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. © 2016 Verizon 2

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Placing a Call on Hold

Step Icon 1. Place the customer on

hold 2. Click on the “Team

Communicator” to find the desired party. Box #2 will appear.

3. Find the desired party that you wish to transfer to, and initiate the call by clicking the “Initiate a voice consultation” icon. 4. Click the instant call conference (warm transfer) button to connect all parties. 5. Once parties are introduced, you may end the call.

Warm Transfer

Box #2

Step Icon 1. Click on the “Team Communicator” to find the desired party. Box #2 will appear. 2. Find the desired party that you wish to transfer to, and initiate the call by clicking the “Initiate a voice consultation” icon. 3. Click the instant call conference (warm transfer) button to connect all parties. 4. Once parties are introduced, you may end the call.

Emergency Transfer

Box #2

Step Icon

1. Place the customer

on hold 2. Click on the

“Team Communicator” to find the desired party. Box #2 will appear.

3. Click the Instant Call Transfer button to transfer the call directly to third party

Instant (“Cold”) Transfer

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. © 2016 Verizon 27

Transfer Challenge Activity

Can you place the steps to complete a Warm Transfer in the correct order?

Icon Step

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Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. © 2016 Verizon 28

Transfer Challenge Activity

Can you place the steps to complete a Warm Transfer in the correct order?

Step 5

Step 1

Step 2

Step 3

Step 4

Icon Step

Outbound Calls

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The following options will be available in the Billing Project drop-down in the production environment for agents handling VW calls. Choose the appropriate option to ensure customers see the appropriate call back number.

Module Summary

Now that you have completed this lesson, you should be able to:

• Identify terminology used in the Genesys workspace

• Log in/out of your systems properly

• Manage your agent status to receive calls

• Perform all agent tasks using Genesys as required

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M O D U L E 0 6 A S S E S S M E N T OEM SIEBEL OVERVIEW

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N E S T I N G P H A S E 1

EVENT 01

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