Course Outline:1- eServices and Composer Review • Recall important eServices concepts • Recall important Composer concepts 2- Planning • Explain planning considerations • Describe four typical stages in non-voice routing 3- eServices Routing Applications • Create a new project for routing non-voice interactions: • Build Interaction Process Diagrams (IPD) • Build a Workflow Explain and use the following Blocks: • Media Server • Interaction Queue • Queue Interaction • Route Interaction • Send Email • Stop Interaction 4 – Using Interaction PropertiesUse Interaction Properties: • In Workflow Blocks • In Interaction Queue Views 5 – Workbins • Describe a Workbin • Create a new Workbin • Route to a Workbin 6 – Standard Response Library • Explain the Standard Response Library (SRL) • Use eServices Manager to build standard responses • Create field codes • Create categories • Create standard responses • Use standard responses in: • An agent reply • A Workflow 7 – Integrating External Services • Explain the use of External Service Protocol (ESP) • Describe using external resources (agents) to process emails • Explain and use the following Workflow blocks: • External Service • Email Forward 8 – Screening • Create Screening Rules in eServices Manager • Explain and use the Screen Interaction block 9 – Content Analyzer • Describe capabilities of Genesys Content Analyzer • Create a training model • Explain and use the Classify Interaction block |