By: Dave Whitfield On: January 08, 2019 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

Ever find yourself lying awake at night pondering questions like these? 

  • How many comments on our corporate Facebook page have gone unaddressed this month?
  • Who responds to our instant messages, and what is our average response time?
  • How many tweets last year mentioned us versus our biggest competitor?

In an age when your customers are spending more and more time on social media, the day is coming — or may have already arrived — when you can no longer afford to ignore those nagging questions. Your customers won’t let you, and neither will the competition.

And now, Genesys can help.

Thanks to a growing emphasis on “micro-services” in the cloud, social media has come to PureConnect! Beginning with PureConnect 2018 R4, and further enhanced in R5, you now have the ability to queue up the following new interaction types and route them to your agents:

  • Facebook Conversations
  • Facebook Direct Messages
  • Twitter Conversations
  • Twitter Direct Messages

If you’re reading this article as an Agent or a Supervisor, you’re probably wondering: What does this look like, and how do I use it? On the other hand, if you’re reading this as an Administrator, you’re wondering: How do I set all this up? We’ll address both viewpoints, starting with the user experience.

Using Social Media in PureConnect

As an Agent or Supervisor, you’ll only be able to see social media interactions by logging into Interaction Connect, the “web client” for PureConnect. Social media is not supported in the Interaction Desktop client. All interactions that are assigned to you by the ACD will show up on the My Interactions tab in Interaction Connect.

Your Administrator will associate your company’s Facebook page (or pages) with one or more queues. The same is true for any tweets that mention your company or any Twitter keywords chosen by your Administrator. You may also have queues associated with direct messages sent to your company’s Facebook or Twitter account.

As a member of these workgroups who is activated in the queues, you may receive social media interactions, which will alert you like any other type of interaction. You can use the Pickup button on your Interaction Connect toolbar to answer an interaction.

When you pick up a Facebook Conversation or a Twitter Conversation: The name of the page (Facebook) or feed (Twitter) will appear at the top of your Current Interaction tab. Underneath that, you’ll see the original post (or tweet) in that conversation thread, presented on a blue background, followed by any comments to that post. Each comment will feature a “reply” icon which you may click if you want to type a response to that particular comment. You may also create your own, brand new comment to the original post (or tweet) by using the text box at the very bottom of your screen.

Here’s an example of a Facebook Conversation in Interaction Connect:

When you pick up a Facebook or Twitter Direct Message: Your experience will be similar to that of a Chat interaction. If you’ve ever used Chat in PureConnect, then you already know how to respond to Direct Messages from Facebook and Twitter. The name of the page (Facebook) or feed (Twitter) will appear at the top of your Current Interaction tab. Underneath that, you’ll find the direct message text from the outside user presented on a blue background. Your replies, which you will type into the text box at the very bottom of your screen, will show up on a white background.

Here’s an example of a Facebook Direct Message in Interaction Connect:

Installing and Configuring Social Media in PureConnect

As an Administrator, you’ll use both Interaction Administrator and Interaction Connect to set up social media in your PureConnect environment. First, you’ll use Interaction Administrator to license the system and users for social media, configure workgroups to use for social media interactions, and assign users to workgroups. Then, you’ll use Interaction Connect to enable social media on the system, log into your Genesys social media account, and associate Facebook and Twitter channels with workgroups.

In Interaction Administrator: First, you’ll update the license file to reflect new licenses purchased for use with social media. The feature license required by the PureConnect server is called I3_FEATURE_SOCIAL_MEDIA. The license that must be assigned to each user or station in order to enable agents to receive ACD-routed social interactions is called I3_ACCESS_ACD_SOCIAL_MEDIA. Please note that anyone administering social media will also need this same I3_ACCESS_ACD_SOCIAL_MEDIA license.

Next, you’ll assign licenses to users or stations, just as you would assign any other license type, by going to the User (or Station) Configuration. However, social media is a special license, not included in “Media 1” or “Media 2” or “Media 3 Plus.” The ACD Social Media license may only be enabled by checking its box located underneath the other “Media” licenses.

Here’s an example of a User Configuration dialog with ACD Social Media enabled:

Now you’re ready to configure workgroups to use for social media interactions and assign users to those workgroups. You may create new workgroups or use existing ones. Later, in Interaction Connect, you’ll associate these workgroups with Facebook or Twitter channels (conversations and direct messages).

You configure the workgroups just as you would for any other interaction type. Add users as needed and then navigate to the ACD tab. Here, you may choose the percent utilized that an agent will be considered to be when handling social media, as well as the maximum number of social interactions that can be assigned to a given agent at the same time.

Here’s an example of a Workgroup Configuration dialog with the ACD tab selected:

Finally, before you head over to Interaction Connect, be sure to assign yourself the “Social Media Admin” right on the Security tab of your own User Configuration (or of a Role that you belong to).

In Interaction Connect: First, you’ll need to add the Social Media view to your Interaction Connect client. On that tab, you’ll be able to click the arrows to open up dialogs to Enable Social Media and then configure Facebook, Twitter, and your Social Media Account.

Here’s a screenshot of the Social Media view:

You do not configure these sections in the order in which they appear. Your first step is to click on Enable Social Media and hook up your company’s Social Media Processor, which resides in the Genesys Cloud. Genesys states that “as part of the sales process, your account manager arranges for a support representative to set up a Social Media Processor for you.” When they do, they will give you the URL’s and passwords that must be entered into this dialog.

Next, you’ll click on Social Media Account to log onto your corporate Social Media Account on the Genesys Hub. Like the Social Media Processor, your Social Media Account will have been created for you during the sales process. Your account manager will provide you with the necessary credentials.

Now you’re ready to configure Facebook and Twitter channels. Click on Facebook and you’ll be presented with a dialog that allows you to identify your corporate Facebook page and associate it with a workgroup for routing Facebook conversations. You may also associate the same or a different workgroup for routing Facebook direct messages. You may add multiple Facebook pages and associate them with workgroups.

Finally, click on Twitter to associate your Twitter account and any keyword sets you choose with workgroups for routing conversations and direct messages. The process is similar to the one for Facebook explained above.

And that’s it! Thanks to Genesys Social Media for PureConnect, the next time you lie awake at night it will be because you’re too well rested, now that you can rest assured that all your interactions, even social media, are being handled with care.