Composer 9.0 Routing Applications for Multimedia provides the knowledge and skills required for using Composer to design, create, and test interaction processes and workflows to handle interactions of various non-voice media types such as email and chat.

Course Objectives:

Create, test, and troubleshoot basic routing applications for handling non-voice interactions.

• Use eServices Manager to build a standard response library and define screening rules.
• Use Content Analyzer to create a model for classification.
• Create, test, and troubleshoot routing applications that make use of Knowledge Management.

Software Version:

This course uses Genesys Composer version 9.0 and Genesys eServices 8.5.

Target Audience:

Composer 9.0 Routing Applications for Multimedia is intended for anyone with a technical role encompassing job functions involving creating and/or maintaining non-voice interaction process diagrams and workflows in Composer.

Course Prerequisites:

Composer 8.1 Routing Applications (COMR81-DEV)

eServices 8.5 Foundation (ESV85-FND)

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