Resource Types And Examples - Avaya Interaction Center User Manual

Chapter 6 Performing Chat & Email Tasks
This section contains the following topics:

Resource Types and Examples

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n Creating New Agent Resources
Creating New Global Resources (Supervisors Only)
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Editing Your Resources
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Deleting a Resource
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Viewing Your Resources
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Organizing Your Resources
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For information on sending resources to a customer, see
page 133
Resource Types and Examples
Global and agent resources come in three types: email, text, and URL. This section explains each
type and gives an example.
Email
An Email resource contains the subject and text of an email message that you can use to respond to
customers quickly. You can add an attachment to this message as well. When you send the
resource to a customer, you can add to or modify the message as needed.
For example, you could create an email resource to respond to a question customers frequently ask
about the safety of a product.
Text Files
You can use text files to store "canned" or "boilerplate" greetings and responses. This saves you
time and tedium when you are responding to email or when you are engaged in a chat session. You
can add to or modify the message before you send it to a customer.
For example, You could create a "Welcome" text file containing text like the following:
Hello. Welcome to XYZ support. My name is Joe, and I am here to assist you.
URLs
A URL resource is a resource that contains a linked address to a Web site. When you send this
resource to a customer in a chat session with you, the customer's browser opens to display that
Web site. In most email programs, if you send the resource to an email customer, the customer's
browser opens to the Web site when they click the URL.
Example:
A URL resource named "Shopping Mecca Catalog" might be
http://www.shoppingmecca.com/catalog/
156 Avaya Agent User's Guide
or "Using Resources in Email," on page
"Using Resources in a Chat Session," on
100.