Working With Macros

For an introduction to macros and their uses, see Introduction to Macros.

This topic is organized in the following manner:

Running a Macro

To run a macro:

  1. Display the appropriate collection of interactions on the list pane. For further information about navigating within the Supervisor Work Area, see Displaying Object Lists and Objects Overview.

  2. Do one of the following:

  3. If the macro appears on the menu, click it; otherwise, click Macro List and complete Steps 4 and 5. The Create separate entry in Actions menu checkbox: specifies whether a macro is available or not.

  4. After the Macro List window appears, select the appropriate macro and click Run. If necessary, use the same approach to run additional macros.

  5. Close the Macro List window.

Managing the List of Macros

To manage the list of macros:

  1. Display a collection of interactions on the list pane. For further information about navigating within the Supervisor Work Area, see Displaying Object Lists and Objects Overview.

  2. Use one of the following methods to display the Macro List window:

  3. Use the Macro List window to create, copy, edit, and delete macros.

Macro List Window

Use the Macro List window to run, create, copy, edit, and delete macros.

 

Macro Table

Name column

Name of the macro.

User column

User(s) who can access the macro. Administrators can create macros that can be accessed by all users or a specific user. For further information about user privileges, see Changing Agent Properties and the Genesys Desktop 7.6 Deployment Guide.

Description column

Brief description of the macro.

Run button

Click to run the selected macro.

New button

Click to create a new macro. For further information, see the New/Copy/Edit Macro Window section below.

Copy button

Click to copy an existing macro. For further information, see the New/Copy/Edit Macro Window section below.

Edit button

Click to edit an existing macro. For further information, see the New/Copy/Edit Macro Window section below.

Delete button

Click to delete an existing macro.

Window Buttons

Close

Click to close the Macro List window.

New/Copy/Edit Macro Window

Use the New/Copy/Edit Macro window to define the properties of a macro.

 

Macro Name

Enter a name for the macro.

User Name

Select the owner of the macro. Administrators can select All Users, to create a macro that can be accessed by all users with interaction management privileges.

Note: This box is available only to administrators. For further information about user privileges, see Changing Agent Properties and the Genesys Desktop 7.6 Deployment Guide.

Description

Enter a brief description of the macro.

Create separate entry in Actions menu

Select to a create a separate Actions menu entry for this macro. If this box is not selected, the macro can be run only by using the Macro List window.

Display confirmation window

Select if you want a confirmation (Yes/No) window to be displayed before the macro is run.

Filter Section

Alter the settings in this area if you want to apply a filter to the selected set of interactions before running the macro.

Note: This filter is applied in addition to any filter that has been previously applied to the entire collection of interactions.

User Name

Select the user who owns the appropriate filter.

Filter Name

Select the name of appropriate filter.

Actions Area

Action

Select one of the following actions:

  • Set Fixed Property—Sets a Fixed Property to a specified value. If the property does not exist, it is added to the interaction.

  • Increase Fixed Property—Increases a Fixed Property by a specified amount.

  • Decrease Fixed Property—Decreases a Fixed Property by a specified amount.

  • Set Attached Data—Sets a Flexible Property to a specified value. If the property does not exist, it is added to the interaction.

  • Delete Attached Data—Deletes the property name and value.

  • Move to WorkbinSpecifies a destination workbin name.

  • Terminate—Terminates interactions.

Property

Select or enter an appropriate property. Not present when Action is set to Terminate.

Value

Select or enter an appropriate value. Not present when Action is set to Delete or Terminate.

Window Buttons

OK

Click to save the macro and close the window.

Cancel

Click to close the window without saving any changes to the macro.

Example Macros

Move Interactions and Set Priority

In this example, the macro moves selected interactions to the Main Queue and sets the priority level to 3.

Action

Property

Value

Set Fixed Property

Queue

Main

Set Fixed Property

Priority

3

Your administrator may set a limit on the number of interactions that you are able to move as a group.  You will be alerted if you exceed this maximum number. Reduce the number of interactions that you are trying to move and run the macro again.

Perform Content Analysis

In this example, the macro moves selected e-mail to the Content Analysis Queue. After an e-mail reaches this Queue, the routing strategy performs content analysis to determine the appropriate destination.

Action

Property

Value

Set Fixed Property

Queue

ContentAnalysis

Send Automated Response

In this example, the macro moves selected e-mail to the Automated Response Queue. After an e-mail reaches this Queue, the routing strategy sends an appropriate automated response.

Action

Property

Value

Set Fixed Property

Queue

AutomatedResponse