Darwin General Knowledge
What is Darwin?
Darwin is the name of the project whose initiative is focused on rolling out the ConneX platform to Amex Colleagues across the globe.
Where do we access WDE?
There are 2 different ways that WDE can be accessed:
1. Through double-clicking the installed application from Desktop apps.
2. Through CITRIX via (Genesys Softphone then WDE) if embedded for your market
What do you call the platform that houses all Darwin tools?
Connex Platform
What is the recommended logout process for WDE?
Change status code to LOG OFF, then 'X' out from WDE and finally, log off from CITRIX if WDE was pulled up through Citrix, otherwise the first 2 steps would suffice.
Who is our vendor for Darwin?
Genesys
What do we call the Contact List available to us in WDE?
Corporate Favourites
What are the primary Darwin tools and what systems are they replacing?
WDE - Avaya
WFM - Aspect/WFO
Speechminer - NICE
Pulse - CMS
What does an orange circle beside your name in WDE mean?
You are successfully logged in to WDE, ready to switch to the code corresponding to the schedule plotted.
How are we recommended to login for the day to help minimize, if not eliminate, technical issues?
VPN first before logging in to the laptop network.
Provide what tasks can be performed in WDE.
Log in for the day,
answer incoming calls,
cold or warm transfer,
making an outbound call,
managing time spent in WDE and
logging out for the day