Title shortyDings

Add-on für Genesys Cloud CX

shortyDings provides keyboard shortcuts in Genesys Cloud CXTM and thus enables more efficient work in the contact center. The definition of the shortcuts for the respective function can be defined by the user. Currently, the functions provided are designed for the inbound voice channel.

The app is also available in the extended version:

shortyDings assist

The [assist]-version not only provides shortcuts, but also an input confirmation of the called function via voice output.

The speech output is via text-to-speech and can be freely configured by the user per function and shortcut.

Another advantage of is supported work with Genesys Cloud CX even if the application itself is only active in the background. Agents can work with it e.g. in your CRM application and receive calls, forward them and close them with WrapUp code without switching to the Genesys Cloud CX interface.

This input confirmation can enable barrier-free working with Genesys Cloud CXTM and thus provides the
Possibility to use Genesys Cloud CX also as a workstation for the blind

Screenshot shortyDings - config

Screenshot - Konfiguration

Screenshot shortyDings - transfer

Screenshot - Anruf-Weiterleitung

The provided shortcut functions in an overview:

Function

Description

Set ready

sets the user to the "ready" / "available" status

Set NOT ready

sets the user to the "not ready" / "not available" status

Set break

sets the user to the " break " status

Set offline

sets the user to the "offline" status

Set queue -ON-

sets the user to the "ACD on" status

Set queue -OFF-

This function is only available in certain situations via API from Genesys.
It is recommended to sit down directly in ready or pause mode, for example.

Accept call

Unfortunately, the function for answering a call is not yet available from Genesys.

Implementation recommendation via Autoanswer configuration on the person and, if necessary, configuration of Whisper Audio in the respective waiting loops assigned to the person.

Hang up active calls

Hangs up an active call

Reject / close active / open interactions

Rejects incoming interactions.

Note: Genesys then asks whether the user should remain on hold or go off-queue. this dialog is unfortunately not directly controllable, so the following procedure should be used here:

  • ACD off = put in status Ready
  • Stay in ACD = set to status Ready and then to queu

Set default wrap-up code

Sets the default wrapup code after an ACD interaction.

Note: this function is only possible if no special codes are configured for the queue. 

Call on hold -ON-

Puts an active call on hold status

Call on hold -OFF-

Retrieves a call from hold

Forward call to [Forwarding destination]

Opens the transfer dialog, which can be used to initiate a transfer to various destinations. 

The dialog window always appears TopMost.

Calls Mute -ON-

Turns on the microphone function of Genesys Cloud

Calls Mute -OFF-

Turns off the microphone function of Genesys Cloud

Microphones Mute -ON-

Turns on the microphone function of Windows

Microphones Mute -OFF-

Turns off the microphone function of Windows

Shorty Status

Output: outputs the status of Short

Availability status

Output: outputs the current presence status in Genesys

Number of waiting calls

(sum of my queues)

Output: outputs the number of waiting calls as a sum over all queues assigned to me

Number of waiting calls

(/per my queues)

Output: outputs the number of waiting calls as a scalar value per queue of all queues assigned to me

 [assist] only

Notes:

  • When defining the HotKeys / Shortcuts it is important that they do not conflict with HotKeys already defined by Windows or other applications.
  • Shorty supports initially only the channel inbound telephony
  • to set the status codes in combination with shortcuts no "Secondary" statuses are supported.