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The Agent Interaction Suite for Genesys

The Agent Interaction Suite is the Agent Desktop Solution of the future for

Genesys Contact Centres

Customer demands and a focus on usability have been the driving goals during

development

It is based on web technology (AJAX, “Web 2.0”)

The Agent Interaction Suite provides open interfaces for integration and development

It is developed by TeliaSonera using more than ten years of experience with GUI

development for more than 25.000 agents

Overview

The architecture of Agent Interaction Suite (AIS) is client/server based, where the client is the Agent

Interaction Manager (AIM) and the server is the Agent Interaction Server. All business logic resides in

the server part, and the presentation logic is handled by the client. Using the open interfaces provided

by AIS, customers can add CTI functionality to any legacy system, web based or otherwise.

Agent Interaction Server (AIS Server) is a java based server application using Genesys Interaction

SDK. It features a complete Web service interface which enables advanced integration with legacy

systems.

Agent Interaction Manager (AIM) is a web based user interface developed especially for handling

contacts in an effective and user centred fashion. AIM is based on the AJAX technology which

provides the ability to create entirely web based applications with all the properties of thick clients, for

example the application’s speed and responsiveness, keyboard shortcuts and dynamic adaptation of

the window size depending on the current state of the application.

AIM consists of a single window and handles all media types similarly. The behaviour of AIM is highly

configurable and language independent.

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GUI Layout

The graphical design has been carried out based on TeliaSonera’s extensive experience in the

Contact Centre business. A similar, non-web-based user interface is currently used by over 10.000

agents in different TeliaSonera Contact Centre installations and is highly appreciated by the users.

The layout is described below.

The Action buttons (se picture above) provide easy access to commonly used operations. The

function of each button is dependent on the current state of the agent. It is easy to configure which

action button to use for each function in AIM.

In the Status display, the current status of the agent is displayed. The time elapsed in the current

state is also shown here. If there is extra information about the current status, this information is

displayed in the Status details field.

The Menu icon opens the main menu of AIM, where all the functionality of the client is accessible. In

the menu, all configured keyboard shortcuts are displayed next to the corresponding menu item.

Via the Statistics icon, a Real Time Statistics window is displayed showing relevant statistics

depending on the agent’s user profile.

The Interaction list contains all the interactions currently active on the agent’s place. Different icons

are used for different media types and directions. The currently active interaction (the one which is

affected by the action buttons) is highlighted with a thick border. The Interaction details field is used

to display details about the currently selected interaction. The content of this field is entirely

configurable per media type and direction and can contain free-text, user data and other information

about the interaction.

The Work area tabs are used to show/hide work areas. Each work area is associated with a tab

button. The Work areas are used for functions such as dialling a phone call, writing an email or

handling an outbound campaign record. Normally, a work area occupies half the width of the client.

One exception is the email work area which uses the full width of the client.

Menu icon

Status display

Status details

Interaction list

Interaction

Function icon

Statistics

Action buttons

Work area tabs

Work areas

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Features by category

Usability

Simple and intuitive GUI design

Single window - which gives the user a clear overview of ongoing tasks

Keyboard shortcuts for all functions (configurable)

Keyboard focus - AIM focuses on the most probable function allowing the user to handle the normal interaction work flow by using only the space bar

Settings at agent level

Affordance - e.g. only valid functions enabled (depending on current status)

Informative feedback on used functions and their results

Using minimum desktop space

Language independent - easy to configure all texts presented in AIM

Only relevant information is presented to the user

Information updated dynamically without web page refresh

Changing agent status

Log in on chosen media types

Log out

Set ready

Set not ready with configurable reason codes

Automatic Not ready/ After call work after ended interaction

Possibility to Set not ready reason from interaction data

Automatic Ready after configurable time after ended interaction (configurable per media type)

Automatic Not ready or Logged out after automatic transfer back to queue on no answer

Automatic Logged out after configurable time in status Not ready

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All media types

Presentation of configured interaction data (configurable per media type)

Accept incoming interaction

View/edit interaction data

View/edit notepad for the interaction (saved in the Genesys Contact Database)

Automatic/Manual screen pop to support systems

View contact information for interaction (from Genesys Contact Database)

Information about pending (queued) interactions for the contact

View availability of agents

Mark done

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Telephony media type

Hold/Retrieve

Hang up

Dial new call to Group/Skill/Agent/Phone number

Transfer to Group/Skill/Agent/Phone number (1-step and 2-step)

Conference to Group/Skill/Agent/Phone number

Reconnect customer

Alternate between consult call and customer call

Manual Recording using SIP Server

Validate customer in IVR

Automatic transfer back to queue on no answer

Last dialled numbers saved per user

Automatic mark done configurable

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Email media type

Reply to incoming email (Reply/Reply all)

Paste standard response from Genesys Standard Response Library in outbound email

Spell check for English, Swedish, Finnish, Danish and Norwegian. Additional language may

be added on request

Transfer to Group/Skill/Agent/Queue/Email address

Print

Open/Save attached files

Attach files to outbound email

Save as draft

View/open saved drafts

Plain and HTML formatting

Configurable signature

Last used email addresses saved per user

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Outbound Campaign Preview media types

Request record from chosen campaign

Dial record

Change the phone number before dialling

Reject record

Optionally request new record automatically

Set call result. The available call results to choose from are configurable

Reschedule record for later redialling (group or personally)

Mark record as Do not call

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Expert contact media type

Accept incoming interaction

Reject incoming interaction

Set agent status On call

Callback media type

Dial callback record

Schedule callback record for later redialling

Mark callback as done

Manually schedule a new callback

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Real time statistics

Display statistical views including configurable statistical parameters, for example: - queue time - queue length - service level - logged in agents - etc.

Data displayed in real time statistics window depending on user profile

Configurable thresholds and colour coding

Displayed in a separate window to let agent place it anywhere on the desktop

Possibility to show/hide rows

Genesys Contact Database

Search Genesys Contact Database

View/edit/merge contacts

View contact history

Pull interactions from queue

Reply to emails in contact history

Create new email/phonecall to a contact

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Genesys Standard Response Library

View/search Genesys Standard Response Library

Paste standard response with attachments into outbound email

AIS and systems integration

Agent Interaction Suite has been designed with the expressed intent of being easily integrated with

legacy systems. Ranging from a simple screen-pop of customer information to a full scale CTI

enabled support system, any level of integration is possible with AIS. Through well-documented,

open interfaces based on industry standard technologies such as Web services and ActiveX, the

integration with almost any support system is made easy with AIS.

TeliaSonera has decades of experience with systems integration and know the importance and value

of tightly integrated systems for smooth-running contact centres.

In the following sections, some examples of how to integrate AIS with legacy systems are provided.

TeliaSonera is happy to discuss your particular integration needs.

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Screen pop

Via screen pop, the support systems can be provided with customer interaction data available from

AIS, for example customer information collected in the IVR. This data can be used for retrieving and

presenting additional information about the customer in the support system.

In AIS, screen pop can be implemented in four ways:

Web based

ActiveX based

Socket based

Using AIS Web service interface.

Web based screen pop

The web based screen pop is the most basic and can be used when the support system is a web

application. In this case, a URL is opened either within a work area in AIM itself, or in a separate

browser window. Customer information is relayed to the support system via a preconfigured URL

containing interaction data in the query string.

ActiveX based screen pop

If the support system to integrate is not web based, the ActiveX technology can be used for screen

pop. AIM can connect and send customer data to a locally installed ActiveX server on incoming

interactions. AIS includes a powerful and versatile ActiveX server called CGScreenPop, which can

be used for most integration needs. The behaviour of CGScreenPop can be highly customized via

Windows scripting languages such as VBScript. CGScreenPop relays the customer information to

the customer-specific VBScript code. Via VBScript, there are virtually no limitations as to what kind of

legacy system integration can be implemented, including full support for COM, DDE, socket, DLL and

several other integration technologies.

Socket based screen pop

Since ActiveX is a Windows technology, the ActiveX based screen pop cannot be used when running

AIM in operating systems other than Windows. In these cases, socket based integration can be used.

AIM uses a simple Java applet to send customer information over a TCP/IP connection via a

configurable text protocol on customer interactions. The receiving socket may be a local server or

placed on any host accessible from the client computer.

Using the AIS Web service interface

The most powerful and advanced integrations with AIS are implemented using the server’s public and

well-documented Web service interface. For screen pop integrations, the integration module simply

connects to AIS Server and registers a new session for the already logged-in user, and starts

subscribing to events. The integration module is then notified of any events that occur in the client,

such as when the user logs in and out, and events occurring on customer interactions.

It is also possible to use the AIS Web service interface for server side screen pop, i.e. a server

application can register and listen to events for connected users.

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CTI enabling your legacy systems

Screen pop integration is valuable for most contact centres to improve the agents’ efficiency and work

accuracy. However, a full scale CTI enabling of support systems can really help leverage the value of

the contact centre application. To this end, AIS is the ideal solution.

The web service interface exposed by AIS has been constructed to be easy to use, and it hides the

complexity of the Genesys solution. The interface provides developers with a simple yet powerful

integration tool. Using but a few lines of code, your legacy phone book system can be provided with a

Dial button, which dials the customer with a function call to the AIS Server. With a little more effort, a

Transfer button can be included, which can be used to transfer the call to other parties such as local

branch offices, agent groups or a particular skill. In fact, all the functions of the AIM can be made

accessible in the support systems, since the client itself is also a client of the AIS web service

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