Language of the Consumer vs. Language of the Agent

Because Emplifi Agent is available in several languages, the interface can display differently to the agent than it does to the consumer.

Language of the Consumer

Language of the Consumer deals specifically with responding to customers and logging verbatim. For example, standard letters and emails, standard paragraphs, and code descriptions can all be created to allow response to a customer in the customer’s language, while the user interface for the agent remains in English. Emplifi Agent can also accept notes in the Case Text fields in the customer’s language without the rest of the data needing to be translated. Standard emails, paragraphs, descriptions and other response data can be created in the target language as part of the configuration of the system. It does not necessarily require a translation service if the local administrator or their staff can generate the response information in the needed language.

The following items are translatable:

• Standard Paragraphs

• Standard Letters

• Survey Questions

Language of the Agent

Language of the Agent deals with the Agent interface, regardless of the customer’s language, so that an agent can use their software in their native language. That means field labels, buttons, menus, error messages, and all software generated agent user interface is in the language of the agent. All these “strings” that are in the software are exported by the software build process into a file that is then provided to a translation service. The translation service compares the new file to the prior version, determining the new strings that need to be translated into the target language. When a new language is needed, the translation service starts with the original file. The files they produce then can be added to the system, and the file name changed to contain the language code to reflect the language it is for. For example, TranslateListLen.xml is English, and TranslateListLpl.xml is for Polish. Truly localized languages, where there needs to be a variation for a specific part of the world, will include a language code and localization code, such as TranslateListLes-ES.xml for Spanish (Español) for Spain (España). The code in Emplifi Agent and language specification in the file (Lxx) must match.

The following topics apply to the Language of the User:

• Category and Code Translations

• Window Layout Translations

Language Codes

It is also possible to have a system with multiple languages set up for both agents and consumers.