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Using the Workspace

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This article contains the following sections:

 

Using the Workspace

The Vidyo integration with Workspace aligns with the presentation and behavior of the existing Workspace features.
 

Vidyo Channel and Media State

Workspace uses a new channel with a media type of vidyo. The new channel follows the same guidelines as the existing channels.

10.png

The media state can be changed globally from the Agent Status menu or individually from the My Channels tab.


11.png

The media state changes to Ready.

 

Agent-Initiated Escalation to Vidyo

When an agent has an active voice or chat interaction, the Vidyo button is shown in the Interaction bar to allow the agent to begin a video conference.

12.png

Once active, the video conference is shown in the right panel of the Interaction window.

 

Video Conference Controls

Once a video conference is active, the Workspace presents controls above the video frame.

 Controls.png

The following table lists the informative tool tip that appears for each control.

Control Description
stopvideo.png Stops the video.
pausecamera_and_mic.png Pauses the camera and microphone.
resumecamera_and_mic.png Resumes the camera and microphone.
pausecamera.png Pauses the camera.
resumecamera.png Resumes the camera.
pausemic.png Pauses the microphone.
resumemic.png Resumes the microphone.
Untiled_1.png Pauses the speaker.
Untitled_2.png Resumes the speaker.
changeview.png Changes the view to any of the following:
  • Self-View
  • Docked Self-View
  • Split
Toggle between available views to change the presentation of the video frame content.
inviteexpert.png

Invites an expert.

Use Instant Messaging to share a guest link with another agent or supervisor.

copyguestlink.png

Copies a guest link.

You can copy a guest link internal or external to the Workspace.

SnapshotButton.png

Opens a snapshot preview window.

Shares application content.

An agent can share open applications with customers.

   Stops sharing application content. 

 

Confirming a Session Release

When the confirm session release feature is enabled (see option custom.vidyo-confirm-session-release in the Deploying VidyoEngage for Genesys article), the agent is prompted by the system to confirm the video session release via a dialog window after clicking cameraoff_icon.png or marking the Interaction done.

ReleaseVideoSession.png

Using the Customer Status Bar

The status bar is always shown during a call. It is located at the bottom right side of the video area. The content of the status bar changes based on the application object setting as explained in in the option settings custom.vidyo-autorelease-timeout section of the Deploying VidyoEngage for Genesys article.

The following subsections describe the status bar based on application object settings.

Simple Status Bar with Auto Release Disabled

When auto release is disabled, the status bar shows customer status only:


Status Bar Description
StatusDisconnected.png There is no customer at the call or call is disconnected.
StatusConnecting.png The session is connecting; the meeting URL has been distributed to customer.
StatusConnected.png The customer joined the call.

 

  • When a customer joins the call, the “Customer Joined: Customer Name” message is displayed and the customer list is refreshed.
  • When a customer leaves the call, the “Customer Left: Customer Name” message is displayed and the customer list is refreshed.
  • The list of customers is compiled as a comma separated list of customer names delivered in an Event from the VidyoWorks platform.

Status Bar with Auto Release Active

When auto release is enabled, the status bar adds information about when the session is going to be released. The customer list information is changed to a release timer.

StatusDisconnected13seconds.png

The confirmation release dialog is not shown on auto release use cases. 

 

Status Bar with Auto Release and Abort Timer Enabled

If delay auto release is enabled, the Abort button displays. After clicking this button, the release counter is reset to the configured value.

StatusDisconnectedAbort.png

The confirmation release dialog is not shown on auto release use cases.

 

Inviting an Expert

An agent may invite another agent or supervisor to join a video conference by selecting one of the following controls:

  • inviteexpert.png to invite an expert to join the video conference from the Video Conference Controls.
  • startconsultation.png to start a consultation from the Interaction Bar Controls.


The Team Communicator opens after clicking either control.


14.png


The agent may select a target and the Start Instant Message Consultation option. The Workspace automatically does the following:

  • Sets the subject for the receiving agent to “Video Conference Request”.
  • Attaches the guest link.

The Workspace shows the receiving agent an Instant Messaging (IM) Interaction Preview.

15.png

Upon accepting the IM, the Vidyo button is shown for the Agent to optionally select and join the video conference.

 
16.png

Using Vidyo Communicator with Invite Expert

Vidyo Communicator is a feature of the Invite Expert functionality. Vidyo Communicator removes the dependency between the interaction status and availability of the Invite Expert for Chat to Vidyo and Voice to Vidyo escalation use cases. The interface and design of Vidyo Communicator is similar to the Genesys WDE Team Communicator. The Vidyo Communicator Invite Expert only uses the instant messaging channel.

  1. The Vidyo Communicator displays the Invite Expert functionality (instead of instant messaging).



  2. The Invite Expert displays only for the agents logged into the Vidyo Channel. 

    |

  3. The channel status tooltip displays as Busy channel status, if the remote agent's channel is reported as occupied by the Stat Server.  Refer to the two screenshots below which outline the "I Robot" displaying as occupied with the inbound Vidyo interaction and the "I Robot 2" displaying as occupied with the inbound chat.

      

To open the Vidyo Communicator instead of the Genesys Team Communicator, you must change the Genesys application object WDE configuration. Refer to Deploying for VidyoEngage for Genesys for more details.  

You can access the Invite Expert from the Vidyo Communicator Vidyo session toolbar .  If an agent opens consultation from the Genesys Vidyo interaction toolbar, then the standard Genesys Team Communicator will display


Sharing Application Content

Once an agent is in a video conference, they may share an application that is running on their local computer with the customer. Clicking   opens a list of possible content to share.


17.png  

Once selected, the application is brought into focus for the agent and customer to view the application within the video frame.

The agent can click  to stop sharing when necessary.


Automatically Joining a Video Conference

Based on the configured value of option custom.vidyo-request-auto, upon receiving a customer video conference request, the Workspace may automatically do the following:

  • Create a video room.
  • Join the agent in the video conference.
  • Share the guest link with the customer.

Capturing a Video Frame

Agents can use the SnapshotButton.png button to open a snapshot preview window and take snapshots of the customer’s video area. For example, agents may want to take a snapshot showing a customer’s driver’s license, insurance card, or signed mortgage document.

snapshottoolbar.png

After taking the snapshot, agents see a preview of it so they can decide if they want to keep it or take a new snapshot. Once the agent has a final version of the snapshot, they can save it to the local agent PC as a PNG or JPG file.

When the agent clicks the SnapshotButton.png button, a snapshot window appears.

NewSnapshotWindow.png

The snapshot window contains the video area that is currently displayed on the agent's screen, as well as a toolbar at the bottom of the window. Using the toolbar, the agent can:

  • Click SnapshotButton.png to take a new snapshot.
  • Click  to save the current view to a file.
  • Click CloseButton.png to close the snapshot window.

Administrators can configure to enable or disable the snapshot feature on a per-agent basis in the Genesys Administrator Roles definitions. Administrators can also configure the file format and the file folder where the snapshots are stored.

Changing the Capture Layout

Agents can change the layout of the video area they captured by using the Select Layout drop-down box.

SnapshotLayoutDropdown.png

The agent can select from these layouts:

  • Customer + Self view: Selecting this results in a composite layout. For example:

    NewSnapshotWindow.png

  • Customer Only: Selecting this removes the agent's self-view video tile from the layout. For example:

    CustomerOnlyView.png
     
  • Share Only: Selecting this results in a snapshot of the content shared by the remote or local participant (if no content is being shared, a blank snapshot is displayed). For example:

    ShareOnly.png

The Change Snapshot Layout feature can retake a snapshot automatically after a new layout is selected. Alternatively, an agent can take a snapshot at any time by clicking the SnapshotButton.png button. 

The automatic versus manual snapshot retake is controlled by the custom.vidyo-snapshot-capture-delay option. If automatic capture is disabled, the agent must manually take a snapshot after the layout is changed in the interaction video area view.

Using the Self-Preview and Video Settings

If an agent is configured with a Role to use Self Preview and Configure Devices, they can set the camera, microphone, and output audio settings. To enable this feature, refer to Deploying for VidyoEngage for Genesys.  

The Agent camera test view is available in the interaction window and main toolbar view.

Accessing Video Settings - Main Toolbar View 

  1. From the WDE Main toolbar, click the Hamburger button and then select Video Setting.   

       

    The Vidyo Setting tab displays.
             
  2. From the Video Setting tab, click the button near Click to Start Devices Setting



    This opens a view of the loopback camera.



  3. Click the "X" button to stop the loopback view. 



    If the agent is not allowed to set the video and audio devices in Roles, the toolbar with settings is not displayed.

Accessing the Interaction View

Within the interaction toolbar view, there is an option called Start Video Devices Setting.

  1. Click Start Video Devices Setting.



    A new tab opens with the loopback camera view.

  2. From this view, you can start the video session directly or close the loopback camera.
    You  can adjust the settings for the audio and video devices, and then the device settings will be stored to your agent profile (Annex interaction workspace section).  



  3. If you are not allowed to access device settings, you will only see the join session and close loopback options. 



The changes made to device settings are stored to the Vidyo client configuration. All subsequent Vidyo sessions use the last saved configuration.

 

Transferring the Vidyo Session

Transfer Vidyo session is available with version 18.3.0.1 and later, and can be done only using Vidyo Communicator from the Vidyo toolbar. The same button used for invite expert is used here. When the target agent is able to receive the current video interaction (see the Deployment Guide to check required configuration), the Transfer Vidyo action appears in Vidyo Communicator target actions.

TransferVidyoDropdown.png

The transfer of the Vidyo session is performed in two steps:

  1. The target agent is invited to a conference using Vidyo Communicator (via the Transfer Vidyo button).
    • The consultation instant message session is created between the inviting agent and the target agent.

      TransferTargetAgent.png

      The look and feel of the “Transfer Vidyo” instant message is like that of “Invite Expert”. The agent who initiates the transfer (i.e., the inviting agent) can open Vidyo Communicator again. The Invite Agent button will be disabled for the target agent. The Active Consultations view will appear, the target agent will be displayed, and the Invite button will be disabled (as shown in the screenshot below).

      Activeconsultation.png

    • The target agent sees the instant message on their screen and is able to join the video meeting.

    • The inviting agent waits for the target agent to join the video meeting.
  2. The target agent joins the Vidyo session from the consultation instant message.
    Based on their configuration of the WDE (see the information about the custom.vidyo-release-on-transfer option in the Deploying VidyoEngage for Genesys article), the following scenarios may apply:
    • The inviting agent will automatically leave the conference and the target agent and customer remain connected to the video meeting.
    • The inviting agent's Vidyo Communicator will display the Finish Transfer button in the active consultations view (see the screenshot below).

      FinishTransfer.png

      The inviting agent, target agent, and customer are connected to the video meeting.

When the inviting agent disconnects from the video session (automatically or manually):

  • The target agent becomes the moderator of the video meeting.
  • The meeting room maintenance will be performed after the target agent disconnects from the video meeting.

The transfer video session flow is explained in the "Transfer Video Session" section of the Overview of VidyoEngage for Genesys article.

 

Viewing the Interaction History

The Workspace presents the interaction history within multiple views that the agent can configure. An interaction displays in the history if it is associated with a customer (i.e., a Genesys contact). 

A Vidyo interaction follows this same model and will show in the history if it is associated either automatically or manually to a contact.


Reporting

The Workspace sets KVP customer_segment = vidyo whenever a video conference is initiated. This allows the OOB reports to reflect escalations to Vidyo and Vidyo interactions. With VidyoEngage for Genesys 18.2.0.2 and later, the Vidyo adapter configuration enables WDE to create an outbound Vidyo interaction for reporting purposes. This interaction is invisible to an agent and enables richer Vidyo session reporting.

Genesys Interactive Insights OOB reports support these main collections:

  • Agent reports
  • Queue reports
  • Business Results reports
  • Interaction Details reports
  • Outbound Contact reports

Vidyo Session Reporting

Starting from the Adapter 18.2.0.2 release, the WDE supports Vidyo session reporting. This reporting is based on Genesys interaction reporting capabilities. When an active meeting is created by an agent as a Vidyo Session, it is then reported as a new interaction with media type Vidyo, Interaction Type Outbound and Interaction Sub Type OutboundNew.

In Voice to Vidyo escalations, the Interaction server is a mandatory component if business reporting is enabled for Vidyo interactions.

The outbound interaction is created for all three use cases + Invite Expert:

  • Click to Vidyo
  • Queue reports
  • Voice to Vidyo
  • Invite Expert (Instant Messaging to Vidyo session)

Invite Expert is basically escalation from Genesys SIP-based instant messaging to an outbound Vidyo session.

The request to create an outbound Vidyo interaction is created at the moment when the Vidyo session is established (on event from Vidyo client VIDYO_CLIENT_OUT_EVENT_CONFERENCE_ACTIVE) and the request to stop a Vidyo interaction is distributed after the Vidyo session is ended (on event VIDYO_CLIENT_OUT_EVENT_CONFERENCE_ENDED). The Start Vidyo session event then corresponds to the EventSubmitted for interaction Vidyo, and the Stop Vidyo session corresponds to the Event Interaction Stopped from outbound Vidyo.

The screenshots below depict how the Genesys reporting engine is notified from the Interaction server and the real-time agent status in CCPulse (left side of window) as follows for Click to Vidyo, Chat to Vidyo, Voice to Vidyo, and Invite Expert:

  • Click to Vidyo



  • Chat to Vidyo



  • Voice to Vidyo



  • Invite Expert



Events Reporting

The Vidyo session events are mapped to the Genesys interaction userdata and events as follows: 

  • Vidyo session is started by the agent (EventInteractionSubmitted)
  • Agent left the Vidyo session (EventInteractionStopped or EventPlacedInQueue (outbond vidyo queue))
  • Agent muted/unmuted the device (e.g., microphone, camera, and/or speakers) (EventPropertiesChanged)
  • Party joined Vidyo session (EventPropertiesChanged)
  • Party left the Vidyo session (EventPropertiesChanged)
  • Party shared content (EventPropertiesChanged)
  • Party stopped sharing content (EventPropertiesChanged)

All the EventPropertiesChanged reports are attached to the interaction userdata as it is explained in the "Data Reporting" section below.

Data Reporting

The outbound Vidyo session is updated for reporting data twice in its life time. The is due to the decreasing load to the interaction server. The first update comes from the Submit action. The initial attached data and information from the parent interaction are attached to the request submit. The second update is before the request to stop interaction. All the Vidyo client events from Events Reporting reported as EventPropertiesChanged are attached to the interaction userdata. The interaction server connected to the Vidyo Server application object is master of the outbound Vidyo interaction and will contain all the userdata information.

The reporting is split into two data types. The data is stored into interaction UserData list or Attributes:

  • Parent Interaction Data
    • InteractionId is attached into UserData KVP parentInteractionId; in case of a voice call, it is ConnectionId. The parent interaction ID is as well attached to interaction Attribute attr_itx_prnt_itx_id.
    • Media type is attached into key parentMediaType. It is string value reflecting the media type name from Business Attributes.
    • Parent user data is attached to the interaction accordingly to configuration options vidyo.outbound-userdata-map and vidyo.outbound-userdata-map-prefix.
  • Vidyo session parties are attached into userdata under list with key value pair name vidyo-session-party-X.
    • Joined, UTC timestamp
    • Left, UTC timestamp
    • share-start-N, UTC timestamp
    • share-stop-N, UTC timestamp
    • camera-muted-N, UTC timestamp (available only for agent party)
    • camera-unmuted-N, UTC timestamp (available only for agent party)
    • microphone-muted-N, UTC timestamp (available only for agent party)
    • microphone-unmuted-N, UTC timestamp (available only for agent party)
    • speakers-muted-N, UTC timestamp (available only for agent party)
    • speakers-unmuted-N, UTC timestamp (available only for agent party) 

In the event a participant with the same name joins the session multiple times, the new vidyo-session-party-X+1 is created. This allows for the same person's name to appear in multiple vidyo-session-party-X lists.

 

The UTC timestamp is a timestamp of a relevant event coming from the Vidyo client. The timestamp format is ISO 8601.

The example below depicts the interaction data between an agent and one customer where a Vidyo session is established. Refer to the Color Key table and the example interaction data below the Color Key table:

COLOR COMPONENT
Blue

Indicates the Vidyo outbound interaction data

Red Indicates the interaction data copied to the interaction from its parent
Green Indicates the Vidyo party 1 data
Grey

Indicates the Vidyo party 0 data

       attr_itx_id [str] = "01QGJQATU1MUM007"

         attr_itx_type [str] = "Outbound"

         attr_itx_subtype [str] = "OutboundNew"

         attr_itx_prnt_itx_id [str] = "01QGJQATU1MUM006"

         attr_itx_queue [str] = "VidyoOut"

         attr_itx_media_type [str] = "vidyo"

         attr_itx_submitted_by [str] = "vidyo_001"

         attr_itx_submitted_at [str] = "2018-04-19T14:24:11Z"

         attr_itx_delivered_at [str] = "2018-04-19T14:24:11Z"

         attr_itx_user_data [list, size (unpacked)=1417] =

            'parentMediaType' [str] = "vidyo"

            'parentInteractionId' [str] = "01QGJQATU1MUM006"

            'firstName' [str] = "Chloe"

            'guestLinkURL' [str] = "http://192.168.2.129:7015/scxml/session/01GQKTJ9N4DDHEIGG41AHG5AES000009/event/guestLink"

            'vQueue' [str] = "vq_vidyo"

            'aTimeout' [str] = "30"

            'CustomerSegment' [str] = "default"

            'IW_BundleUid' [str] = "cc759a24-a3cb-4e1b-bc6c-bc595dbfee5d"

            'IW_CaseUid' [str] = "5878f49f-2ab1-4c93-95d9-1b02892b55ca"

            'IW_OwnerId' [int] = 101

            'customer_segment' [str] = "vidyo"

            'GuestLink' [str] = "https://genesys.alpha.vidyo.com/join/uQhXRzFv"

            'vidyo-session-party-1' [list] = (size=178)

               'joined' [str] = "2018-04-19T13:25:11.752Z"

               'left' [str] = "2018-04-19T13:25:56.417Z"

               'name' [str] = "Chloe%20Varnet"

               'share-start-0' [str] = "2018-04-19T13:25:47.601Z"

               'share-stop-0' [str] = "2018-04-19T13:25:53.574Z"

            'vidyo-session-party-0' [list] = (size=725)

               'joined' [str] = "2018-04-19T13:25:06.160Z"

               'left' [str] = "2018-04-19T13:25:57.250Z"

               'name' [str] = "I Robot"

               'share-start-0' [str] = "2018-04-19T13:25:30.063Z"

               'share-stop-0' [str] = "2018-04-19T13:25:35.212Z"

               'camera-muted-0' [str] = "2018-04-19T13:25:16.314Z"

               'camera-unmuted-0' [str] = "2018-04-19T13:25:17.880Z"

               'camera-muted-1' [str] = "2018-04-19T13:25:19.276Z"

               'camera-unmuted-1' [str] = "2018-04-19T13:25:20.030Z"

               'microphone-muted-0' [str] = "2018-04-19T13:25:16.085Z"

               'microphone-unmuted-0' [str] = "2018-04-19T13:25:17.793Z"

               'microphone-muted-1' [str] = "2018-04-19T13:25:21.308Z"

               'microphone-unmuted-1' [str] = "2018-04-19T13:25:22.007Z"

               'speakers-muted-0' [str] = "2018-04-19T13:25:16.327Z"

               'speakers-unmuted-0' [str] = "2018-04-19T13:25:17.892Z"

               'speakers-muted-1' [str] = "2018-04-19T13:25:22.960Z"

               'speakers-unmuted-1' [str] = "2018-04-19T13:25:23.666Z"

         attr_itx_assigned_at [str] = "2018-04-19T14:24:11Z"

         attr_itx_assigned_to [str] = "001"

 

The userdata are attached to the interaction before it is stopped. The reporting engines parse the data to get information about relevant Vidyo events and timestamps.

The relationship between the interaction and the Vidyo session is 1:1. Each Vidyo session has an assigned interaction with a unique interaction ID. For escalations from Chat to Vidyo, the relation is 1:N. One chat interaction can have multiple child Vidyo sessions. Mapping of this relationship is done with attribute attr_itx_prnt_itx_id, or parentInteractionId user data key.
 

Data Reporting Reference

The reference table below explains the full list of data that may be attached during a video session along with a description and valid format.

Data
Element
Name
Interaction
Section
KVP Name KVP Element (for List Only) Description   Valid Value
Submitted At  attributes attr_itx_submitted
_at 
  String, interaction attribute shows interaction and meeting start time  YYYY-MM-DDTHH:mm:ss.ttt
2016-09-23T14:05:21.803
(UTC time) 
Assigned To  attributes  attr_itx_assigned_
to 
  Genesys employeeid of agent who created interaction  string 
Media Type  attributes  attr_itx_media_
type 
  String, media type of interaction  vidyo 
Parent Interaction Identifier  attributes  attr_itx_prnt_itx_
id 
  Parent interaction Id, unique Genesys Identifier  string 
Interaction Identifier  attributes  attr_itx_id    Interaction Id, unique Genesys Identifier  string 
Genesys Interaction
Type 
attributes  attr_itx_type    Internal Genesys interaction Type  Outbound 
Genesys Interaction Subtype  attributes  attr_itx_subtype    Internal Genesys interaction SubType  OutboundNew 
Userdata parent
MediaType 
user data  parentMediaType    String, Media Type of parent interaction  vidyo, chat, instant message, voice 
Parent IntractionId  user data  parent
InteractionId 
  Parent interaction Id, unique Genesys Identifier, (duplicate of attribute 4)   
ORS URL  user data  guestLinkURL    String, ORS guestlink URL where WDE sends meeting uRL  string 
Video Meeting Room Link  user data  GuestLink    String, Video meeting room link  string 
List of Session Party Details  user data  vidyo-session-party-N    List, Contains key value pairs about session party, N-number of party   
Party Joined  user data  vidyo-session-party-N  joined  String, Time when party joined the interaction  YYYY-MM-DDTHH:mm:ss.ttt
2016-09-23T14:05:21.803
(UTC time) 
Party Left  user data  vidyo-session-party-N  left  String, Time when party left the session  YYYY-MM-DDTHH:mm:ss.ttt
2016-09-23T14:05:21.803
(UTC time) 
Party Name  user data  vidyo-session-party-N  name  Party Name as presented in participant changed event from vidyo client  string 
Share Start  user data  vidyo-session-party-N  share-start-N  String, Time when party started to share application or screen, N number of share event  YYYY-MM-DDTHH:mm:ss.ttt
2016-09-23T14:05:21.803
(UTC time) 
Share Stop  user data  vidyo-session-party-N  share-stop-N  String, Time when party finished to share application or screen, N number of share event  YYYY-MM-DDTHH:mm:ss.ttt
2016-09-23T14:05:21.803
(UTC time) 
Camera Mute  user data  vidyo-session-party-N  camera-muted-N  Time when camera was muted, N-number of muted events  YYYY-MM-DDTHH:mm:ss.ttt
2016-09-23T14:05:21.803
(UTC time) 
Camera Resume  user data  vidyo-session-party-N  camera-unmuted-N  Time when camera was unmuted, N-number of unmuted events  YYYY-MM-DDTHH:mm:ss.ttt
2016-09-23T14:05:21.803
(UTC time) 
Microphone Mute  user data  vidyo-session-party-N  microphone-muted-N  Time when microphone was muted, N-number of muted events  YYYY-MM-DDTHH:mm:ss.ttt
2016-09-23T14:05:21.803
(UTC time) 
Microphone Resume  user data  vidyo-session-party-N  microphone-unmuted-N  Time when microphone was unmuted, N-number of unmuted events  YYYY-MM-DDTHH:mm:ss.ttt
2016-09-23T14:05:21.803
(UTC time) 
Speakers Mute  user data  vidyo-session-party-N  speakers-muted-N  Time when speakers were muted, N-number of muted events  YYYY-MM-DDTHH:mm:ss.ttt
2016-09-23T14:05:21.803
(UTC time) 
Speakers Resume  user data  vidyo-session-party-N  speakers-unmuted-N  Time when speakers were unmuted, N-number of unmuted events  YYYY-MM-DDTHH:mm:ss.ttt
2016-09-23T14:05:21.803
(UTC time) 

 

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