Documentation:HTCC:IWWDep:CustomerCase:9.0.0

Customer Case

The concept of a Customer Case enables the grouping of all the information about the active interactions of all types for a single customer in one location. The Customer Case facilities enable agents to store all information about the following actions in one location, as well as:

• Handle two voice calls simultaneously.
• Toggle between two calls.
• Transfer/conference one or all interaction(s).

Evolution and Behavior of Attached Data or Case Data

Attached data that is relevant to a call evolves and changes as a call progresses through the system in a contact center. For example, during a Transfer or Conference, information about who transferred a call and when, is attached to the case data.

Use the following configuration option when the decimal symbol in the regional settings of the agent's workstation or browser is different from the one provided by the database: case-data.float-separator. Typical float separators are: '.' ',' '\'

Editing Case Information

You can configure Agent Workspace to have the ability to edit the case and interaction information that is attached to an interaction. You can specify which key-value pairs are editable by an agent by adding a new section called interaction-workspace to the attribute of the key-value pair in Genesys Administrator Extension, and then defining its properties. When you define the properties of an attribute in a Business Attribute, you can also specify whether it has the property readonly or not. Attributes that are not readonly can be edited by agents.

An agent can only edit case information key-value pairs of those attributes that are displayed to the agent. The table Editing Case Information lists the case information business-attribute keys that can be configured to be editable. For each key-value pair attribute, add a new section named interaction-workspace, then define the options according to the type (Boolean, string, integer, list, float, and date) of the attribute.

Editing Case Information

Attribute type	Option	Valid Values	Default Value	Description
Boolean	display-type	bool	bool (for this type)
	read-only	true, false	true	Specifies whether this key name can be modified
	mandatory	true, false	false	Specifies whether this key name is mandatory
	bool.default-value		(none)
	bool.false-value		false	Value accepted for false
	bool.true-value		true	Value accepted for true
string	display-type	string	string (for this type)
	read-only	true, false	true	Specifies whether this key name can be modified
	mandatory	true, false	false	Specifies whether this key name is mandatory
	string.default-value		(none)
	string.expression	Any valid regular expression	(none)	Specifies what the agent is permitted to enter in the field. If the characters that are entered are not part of the expected input, the character is displayed, but an error message appears and the entry is not committed to the backend until the string matches the configured format. For example, the regular expression for an AMEX credit card number is: "^3[47][0-9]{13}$" (American Express card numbers start with 34 or 37 and have 15 digits). It is possible to use this option with string.max-length; however, string.expression makes that option redundant.
	string.expression-instructions	Any valid string	(none)	Specifies the instructions and examples that represent how the value configured by string.expression are populated. This string is displayed in place of the default validation message informing the agent about incorrect formatting.
	string.max-length	0 to Max Length	255	Maximum number of characters allowed for the string.
integer	display-type	int	int (for this type)
	read-only	true, false	true	Specifies whether this key name can be modified
	mandatory	true, false	false	Specifies whether this key name is mandatory
	int.min-value	integer	0	Minimum value accepted
	int.max-value	integer	9007199254740992	Maximum value accepted
float	display-type	float	float (for this type)
	read-only	true, false	true	Specifies whether this key name can be modified
	mandatory	true, false	false	Specifies whether this key name is mandatory
	float.default-value		(none)
	float.min-value	float	0	Minimum value accepted
	float.max-value	float	1.7976931348623157e308	Maximum value accepted
enum	display-type	enum	enum (for this type)
	read-only	true, false	true	Specifies whether this key name can be modified
	mandatory	true, false	false	Specifies whether this key name is mandatory
	enum.default-value		(none)
	enum.business-attribute	(link to business attributes)	(none)	Link to a business attribute that defines the enum value. Items in this list are sorted alphabetically.
date	display-type	date	date (for this type)	The date is stored in the UTC format: YYYY-MM-DDThh:mm:ssTZD (refer to http://www.w3.org/TR/NOTE-datetime). The display is based on the local from the browser.
	read-only	true, false	true	Specifies whether this key name can be modified
	mandatory	true, false	false	Specifies whether this key name is mandatory
	date.time-display-format	Refer to the Supported date format parameters table.	(none)	Specifies the format in which date and time values in attached data are displayed in the Case Information view. You can specify date and time, just date, or just time. For example, YYYY-MM-DD. (Updated as of 9.0.000.98.)
	date.time-format	Refer to the Supported date format parameters table.	(none)	Specifies the format in which time values in attached data are stored or parsed, for example, yyyy-MM-dd HH:mm:ss. Use this key-value pair to make the time format consistent across users and workstations. When this option is not specified, the Workspace date and time format is inherited from the local system setting, which can cause inconsistencies for global deployments. Genesys recommends that you configure a date/time format that contains both date and time-of-day information. For example, YYYY-MM-DD HH:mm:ss (Updated as of 9.0.000.98.)
	date.utc-time-zone	true, false	false	Specifies whether the local time zone or UTC time zone is used to store date and time information for case data. If the value false is specified, the time is saved as local time. If the value true is specified, the time is saved as UTC time and the UTC offset information (+00:00) is added to the formatted time in case no time zone information is specified as part of the value of the date.time-format option.

Supported date format parameters

Parameter token	Example	Description
yyyy or YYYY	2022	4-digit year
yy or YY	22	2-digit year
M	1 to 12	Month number
MM	01 to 12	Month number
MMM or MMMM	Jan or January	Month name
d or dd	1 to 31	Day of month
D or DD	1 to 31	Day of month
DDD or DDDD	1 to 365	Day of year
ddd or dddd	Mon or Monday	Day of the week
H, HH	0 to 23	Hours (24 hour clock)
h, hh	1 to 12	Hours (12 hour clock used with the a or A token)
tt or A	AM, PM	Post or ante meridiem
a or A	am, pm, a, or p	Post or ante meridiem
m, mm	0 to 59	Minutes
s, ss	0 to 59	Seconds
Z	+12:00	Offset from UTC, as +-HH:mm, +-HHmm, or Z
ZZ	+1200	Offset from UTC, as +-HHmm
z or zz or zzz	+12:00	Offset from UTC, as +-HH:mm, +-HHmm, or Z

Controlling Case Data content and appearance

Use the following configuration options in the interaction-workspace section to specify how case data is displayed in interaction views:

• interaction.case-data.content: Specifies the content of the Case Information area in the interaction.
• interaction.case-data.format-business-attribute: Specifies the name of the Business Attribute that contains the Business Attribute values that are used to filter and render attached data in the interaction.
• interaction.case-data.frame-color: Specifies the color of the border of the Case Data view frame. Examples: #FFBA00 for a Gold color, #6F7074 for a Silver color, #B8400B for a Bronze color.

Displaying Active URLs in Case Information

You can configure Interaction Agent Workspace to render some key-values as clickable hyperlinks in the Case Information area and also enable previewing of web pages by tooltip on the clickable hyperlinks.

Use the following configuration options to control the way that hyperlinks are displayed (whether they are active or not) and to enable the display of a tooltip that displays a preview of the web page.

• expression.url: This option is configured by default to display most valid URLs as clickable hyperlinks.
• interaction.case-data.enable-hyperlink: This option controls whether Workspace displays hyperlinks.

To control the display of hyperlinks in the Case Information area, format the attached data:

• If the attached data contains a raw URL, the hyperlink will be displayed as a raw URL (for example, http://<your web site>).
• If the attached data is formatted as follows, the TITLE is displayed as a clickable hyperlink, and the target is the URL:
  • <a href="URL" title="TITLE" />
  • <a href="URL">TITLE<a/>
• If the attached data is formatted as follows, the WEB_SITE_NAME is displayed as a clickable hyperlink, the TITLE is used for the tooltip on mouse over, and the target is the URL:
  • <a href="URL" title="TITLE">WEB_SITE_NAME<a/>
• In the hyperlink tag, you can use the target attribute to determine the name of the tab or the window used to display the related page. If a tab or a window is already based on this name, the browser reuses it. For example:
  • <a href="URL" title="TITLE" target="WINDOW_NAME"/>
  • <a href="URL" target="WINDOW_NAME">TITLE</a>
  • <a href="URL" target="WINDOW_NAME" title="TITLE">WEB_SITE_NAME</a>

If Protected mode is enabled in the Microsoft Internet Explorer 11 web browser, when the agent clicks the hyperlink for attached data configured with a named target, the browser always opens the target of the link in a new window or tab. To prevent this, add the hyperlinked website and the Web Services and Application URL to the list of trusted sites. Protected mode is disabled by default for trusted sites. Adding the websites to the list of trusted sites ensures that both sites have the same integrity level. For more information, see https://msdn.microsoft.com/library/ms534659(v=vs.85).aspx.

Warning

Internet Explorer v11 is no longer a supported browser for Agent Workspace as it is officially retired on June 15 2022. Genesys recommends switching to the latest version of Google Chrome, Microsoft Edge or Mozilla Firefox.

Important

Setting the target attribute to *_self* , *_parent* and *_top* doesn't change the default behavior of the hyperlink.

Add Key-Value Pair to the Case Information

You can enable the ability to edit the case information to add key-value pairs that are missing from the case information. For example, the country or region contact information might be missing. If the agent obtains this information, the agent can edit the Case Information view to add the data value.

Prerequisite:

• To enable a key to be added, the key must be configured as editable (refer to Editing Case Information).