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=Handling Interactions=
 
=Handling Interactions=
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Workspace supports the following media types:
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* [[IntVoice|Voice]]
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* [[IntVoicemail|Voicemail]]
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* [[IntEmail|Email]]
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* [[IntChat|Chat]]
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* [[IntFacebook|Facebook]]
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* [[IntTwitter|Twitter]]
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Workspace also supports the following functionality for various interaction types:
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* [[CustomerCase|Customer Case]]
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* [[IntWorkbins|Workbins]]
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* [[IntWorkitems|Workitems]]
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* [[IntSRL|Standard Responses Library]]
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* [[IntHierarchical|Hierarchical Dispositions]]
  
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==Standard Responses Library==
 
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The Standard Responses Library (SRL) enables you to access a database of prewritten standard responses for interactions. Agents can insert these responses as replies into any email or chat message.
 
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Agents can modify the contents of a standard response after inserting it into an email interaction or chat message.
 
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To use the Standard Responses Library, you must set up the multimedia feature in HTCC, by using the <tt>features-definition.json</tt> file.
 
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==Hierarchical Dispositions==
 
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Workspace Web Edition supports the display of disposition codes in a hierarchy tree, with expanding and collapsing controls.
 
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Disposition Codes are set up as Business Attributes in Configuration Server and set to <tt>State Enabled</tt>.
 
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The hierarchy is configured by adding folders under the Disposition Code Business Attribute in Configuration Server.
 
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The dispositions hierarchy is enabled by [[Documentation:HTCC:IWWDep:SettingUpAgents:8.5.2DRAFT#Procedure:_Enabling_Hierarchical_Dispositions|setting up the annex for the disposition Business Attribute]].
 
  
 
[[Category:V:HTCC:8.5.2DRAFT]]
 
[[Category:V:HTCC:8.5.2DRAFT]]

Latest revision as of 20:21, May 17, 2018

Handling Interactions

Workspace supports the following media types:

Workspace also supports the following functionality for various interaction types:

This page was last edited on May 17, 2018, at 20:21.
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