Documentation:HTCC:IWWDep:IntroToConfigOptions:9.0.0DRAFT

Introduction To Configuration Options

As with all other Genesys 9 applications, the Agent Workspace configuration options are loaded into the configuration layer by using a metadata file that is delivered with Genesys Administrator Extension (GAX). Use GAX to view, access, and configure Workspace configuration options.

Lists of privileges are currently implemented as Boolean options in the Annex of individual agents.

For information on how to secure your deployment, see the Security options that are contained in the Genesys 8 Security Deployment Guide.

For information on overriding configuration options, refer to the Overriding Workspace Options section of this guide.

Some options can be configured on the Application, an Agent Group, or an Access Group, while others must be configured on a Person object in the Agent Annex. The description of each configuration option specifies to what object the option is applicable. Options that are specific to the Person object (Agent Annex) are listed separately in this appendix.

Refer to Genesys Administrator Extension Help and Genesys 8 Security Deployment Guide for detailed information on how to use Genesys Administrator Extension to configure access permissions.

Configuration and administration by using options and annexes

You can create Agents objects one at a time or in bulk by using Genesys Administrator Extension (refer to the Genesys Administrator Extension documentation).

Important

You configure Agent objects to use specific functionality by setting values for configuration options that enable and control the features and functionality of the Agent Workspace application.

The option settings are applied upon login to the Agent Workspace interface in the following override order:

1. Settings that are specified in the Person object that corresponds to the agent, which overrides:
2. Settings that are specified in the annexes of Virtual Agent Groups (taken alphabetically, with precedence given to the name closest to the end of the alphabet), which overrides:
3. Settings that are specified in the annexes of Agent Groups (taken alphabetically, with precedence given to the name closest to the end of the alphabet), which overrides:
4. GWS Application Server object Application options.
5. If no instance of an option is identified in these objects, then the default value defined in the Agent Workspace code is applied.

Important

You can override options only in the interaction-workspace section. Therefore, you must replicate the interaction-workspace section from the GWS Application Server object Application object to the annex of the object level at which you want the override to occur (Group, User, or Transaction).

Other Applicable Object Hierarchies

Some specific Agent Workspace options can be defined in other objects and object hierarchies, such as: Action Codes--for example: Not Ready reason codes. The hierarchy is defined by the order in which the objects or codes are listed.

Effect of Hierarchical Options on the Behavior of Agent Workspace

The behavior of Agent Workspace is controlled by a compilation of settings in various systems and components of the Genesys suite. The behavior is controlled by the Option and Annex settings that are defined in the applicable objects of the Configuration Layer that are associated with logged-in users of type administrator, agent, or supervisor.