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* <tt>[[ConfigurationOptions#workbin.twitter.draft|workbin.twitter.draft]]</tt> &mdash; The name of the workbin to be used to store a draft Twitter post.
 
* <tt>[[ConfigurationOptions#workbin.twitter.draft|workbin.twitter.draft]]</tt> &mdash; The name of the workbin to be used to store a draft Twitter post.
 
* <tt>[[ConfigurationOptions#workbin.twitter.in-progress|workbin.twitter.in-progress]]</tt> &mdash; The name of the workbin that is to be used to store an inbound Twitter post for later processing, after an agent explicitly saves the Twitter post or submits an outbound reply.
 
* <tt>[[ConfigurationOptions#workbin.twitter.in-progress|workbin.twitter.in-progress]]</tt> &mdash; The name of the workbin that is to be used to store an inbound Twitter post for later processing, after an agent explicitly saves the Twitter post or submits an outbound reply.
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==Managing Workbins and Queues==
 
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If an agent is [[SettingUpAgents#Enabling_a_Supervisor_to_monitor_agents|set up as a supervisor]] for an Agent Group, you can configure that supervisor to read and manage the contents of workbins that belong to other agents in the group. You can also configure the supervisor to manage the contents of queues.
 
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You can use the following options in the <tt>interaction-workspace</tt> section to configure Workbin and Queue management:
 
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* <tt>[[Workbin#privilege.my-team-workbins.can-use|privilege.my-team-workbins.can-use]]</tt> &mdash; Enables the Team Lead to see the Workbins of agents who are members of the Agent Group for which the Team Lead is specified as a Supervisor.
 
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* <tt>[[Interaction#privilege.interaction-management.can-use|privilege.interaction-management.can-use]]</tt> &mdash; Enables the Team Lead to see interactions that are filtered by pre-defined criteria.
 
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* <tt>[[Interaction#privilege.interaction-management.can-move-to-queue|privilege.interaction-management.can-move-to-queue]]</tt> &mdash; Enables the Team Lead who can use Interaction Management to move items from displayed workbins or from an Interaction Filter to an available Queue.
 
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* <tt>[[Interaction#privilege.interaction-management.can-move-to-workbin|privilege.interaction-management.can-move-to-workbin]]</tt> &mdash; Enables the Team Lead who can use Interaction Management to move items from displayed workbins or from an Interaction Filter to another workbin.
 
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Supervisors, who are provisioned for Interaction Managements can select a single interaction in a workbin or a Queue and:
 
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* reassign it by moving it to another workbin or another queue
 
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* mark the interaction as Done, if it's an inbound email
 
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* delete the interaction if it's an outbound email
 
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===Creating Interaction Filters for Team Leads===
 
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Agents who are granted the InteractionWorkspace.InteractionManagement.canUse privilege can view "snapshots" from the Interaction Server database of all the interactions.
 
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System administrators use Genesys Administrator to build interaction filters, and then use the interaction-management.filters option to assign the filters to Team Lead agents.
 
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An interaction filter is a database request that is sent to the Interaction Server database.
 
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The following are examples of criteria that could be used to create a filter:
 
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*mediaType: The media type, for example email, of the interactions to be extracted.
 
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*age—The age of the interactions to be extracted. You could use this criteria to find interactions that have been received in the last 4 hours, or the ones that are older than 1 day, and so on.
 
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*Priority: The priority of the interactions to be extracted.
 
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*Queue: The name of the queue or a comma-separated list of queues in which the interactions to be extracted are stored.
 
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*Time in Queue: The time that the interactions to be extracted have been in the queue.
 
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*Received At: The date and time at which the interaction was received. The query can specify that the filter returns either all the interactions created on, before, or after this date, or in a range of two dates.
 
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To create and use a filter in Workspace Web Edition, do the following:
 
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#Create a new Section for the Workspace application object that is the name of the filter (for example: FilterEmailAge).
 
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#Configure options for the filter by using the names of fields in the Interaction Server database.
 
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#:The options correspond to the criteria for the interactions to be extracted from the database. The filter section must contain the following options:
 
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#*category: The name of the category that contains the filter—for example: Email
 
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#*condition: The complete filter—for example: (priority >= 2) AND (MediaType='email') AND (_age() > 172800). Refer to Specifying Filter Conditions for information about how to define the conditions of a filter.
 
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#*display-name: The display name of the filter—for example: Older Than Two Days
 
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#*displayed-columns: (Optional) The list of columns that are displayed for this interactions filter—for example: From,To,Subject,Received. If this option is not set, the displayed columns are taken from the interaction-management.interactions-filter.displayed-columns option.
 
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#*queues: (Optional) The list of queues to which this filter applies—for example: email-routing-queue-inbound,email-default-queue.
 
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#*case-data.business-attribute: (Optional)Specifies the name of the Business Attribute that contains the Business Attribute Values that are used to filter and render attached data for an interaction displayed in this filter. Use the case-data.business-attribute option to enable agents who are configured to be supervisors to view different interaction content than the agents whom they supervise. This option is not mandatory. If it is not specified, Workspace displays the case data that is specified by the interaction.case-data.format-business-attribute option.
 
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#For the Application object, Agent Group, or Agent, configure the value of the interaction-management.filters option to specify a comma-separated list of filters by the section name that you configured. For example: interaction-workspace\interaction-management.filters=FilterEmailAge.
 
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===Specifying Filter Conditions===
 
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A filter in Workspace is defined by specifying different property filters and linking them together by using AND and OR logical operators.
 
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A property filter is composed of a property name (for example: MediaType, Queue, or SubmittedBy) and a property value—for example, MediaType='email'.
 
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Refer to the Interaction Properties chapter of the eServices 8.1 User's Guide for detailed information about keywords, operators, and properties that can be used to query the Interaction Server database.
 
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You can use System properties and Interaction Custom properties to define interaction filters. The following is the list of System properties:
 
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*AbandonedAt
 
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*AssignedAt
 
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*AssignedTo: The Employee ID of the agent to whom the interaction was last delivered
 
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*CompletedAt
 
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*DeliveredAt
 
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*ExternalId: The External interaction identifier (for example, the chat session ID)
 
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*HeldAt
 
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*InQueues: The suggested destination for the interaction (provided by Universal Routing Server(URS))
 
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*InteractionId
 
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*InteractionState: (0=queued, 1=cached, 2=being processed by URS, 3=being handled by agent)
 
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*InteractionSubtype: The list of values comes from Interaction Subtype business attribute
 
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*InteractionType: The list of values comes from Interaction Type business attribute
 
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*IsLocked: (0=unlocked, 1=locked)
 
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*IsOnline: (0=offline, 1=online)
 
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*MediaType: The list of values comes from Media Type business attribute
 
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*MovedToQueueAt
 
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*OutQueues: The suggested destinations for a reply
 
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*ParentId
 
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*PlacedInQueueAt
 
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*PlaceInQueueSeq
 
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*Queue
 
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*ReceivedAt
 
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*ScheduledAt
 
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*SubmittedAt
 
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*SubmittedBy: The name of the client application that submitted the interaction
 
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*SubmitSeq
 
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*TenantId
 
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*Workbin
 
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*WorkbinAgentGroupId
 
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*WorkbinAgentId
 
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*WorkbinPlaceGroupId
 
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*WorkbinPlacedId
 
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Custom Properties are defined in the Configuration Layer in the Interaction Custom Properties Business Attribute.
 
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Each Custom Property annex should have a section that is named translation.
 
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The translation section contains the translate-to option that has a value that corresponds to the name of a column in the interactions table of the Interaction Server database.
 
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The following property types for System and Custom are supported: Integer, String and Timestamp.
 
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The name of the custom property (name of the Business Attribute value) can be used to define the interaction filter.
 
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Property values have different types:
 
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* string: Strings are bracketed by single quote characters, for example: 'email'
 
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* date: Use the _timestamp keyword from Interaction Server for the value, for example: _timestamp('2013-11-21 14:12:00')
 
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* integer
 
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Filter conditions use comparators and logical operators to test the value of a property against the value that is stored in the database field. The following operators are supported:
 
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*> (greater than)
 
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*< (less than)
 
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*>= (greater than or equal)
 
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*<= (less than or equal)
 
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*= (equal)
 
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*!= OR <> (different from/not equal)
 
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*LIKE (contains the string)—for example, MediaType LIKE '%a%' finds all of the media types that contain the letter a. The % character acts as a wildcard. If MediaType LIKE 'ema%' is used, then media types that begin with ema are found. If MediaType LIKE '%at' is used, then media types that end with at are found.
 
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*NOT LIKE (does not contain the string)
 
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For interaction properties that have the String type, to avoid the problem of database formatting differences for empty strings, use the _empty and _not_empty keywords—for example, to filter all the interactions that have a ExternalId property that is non-null, use: _not_empty(ExternalId)
 
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For Interaction properties that have the Timestamp type, use the keywords that are described in the Translations section of the eServices 8.1 User's Guide. Use the following Timestamp properties for filtering based on the Timestamps of interactions:
 
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*_age(): for example, _age() >= 86400 returns all interactions that are older than a day (86400 seconds)
 
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*_time_in_queue()
 
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*_current_time()
 
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*_timestamp()
 
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*_timestampdiff()
 
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*_timestampadd()
 
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*_time_in_same_queue()
 
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To find all interactions that were received between November 24 and November 29, 2013, you would use the following conditions: ReceivedAt >=_timestamp('2013-11-23 00:00:00') AND ReceivedAt <= _timestamp('2012-11-29 00:00:00')
 
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{{NoteFormat|To make the columns of the Interactions Table sortable, in the Interaction Custom Properties Business Attribute, you must explicitly declare the attribute as a column of the 'interactions' table of Interation Server Database.}}
 
  
 
==Standard Responses Library==
 
==Standard Responses Library==

Revision as of 19:19, May 28, 2015

Handling Interactions

Voice Interactions

Workspace employs the following Voice channel functions:

  • Make Call
  • Release Call (End Call)
  • Hold Call
  • Resume Call (Retrieve Call)
  • Mark done
  • Set Disposition
  • Send DTMF (Keypad)
  • Transfer
  • Consult
  • Conference

You use the following options in the interaction-workspace section to configure voice interactions:

  • voice.auto-answer — Specifies whether a voice interaction is automatically answered when a TServer Ringing event is received. This option can be overridden by a routing strategy.
  • voice.mark-done-on-release — Specifies whether the Mark Done function is required to complete the release of the call.
  • voice.prompt-for-end — Specifies whether Workspace displays a confirmation message when the agent clicks 'End'. This option can be overridden by a routing strategy as described in this Deployment Guide.
  • privilege.voice.can-one-step-conference — Enables instant conferencing of a voice call. Depends on privilege.voice.can-use.
  • privilege.voice.can-one-step-transfer — Enables instant conferencing of a voice call. Depends on privilege.voice.can-use.
  • privilege.voice.can-send-dtmf — Enables agents to send DTMF during a voice call. Depends on privilege.voice.can-use.
  • privilege.voice.can-use — Mandatory to use the voice channel. When the value of this option is set to true, the agent is permitted to use the Voice channel.
  • privilege.voice.show-monitoring.can-use — Enables agents to be notified that the current call is monitored by a supervisor.
  • interaction.disposition.is-mandatory — Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction. This option can be overridden by a routing strategy.
  • interaction.disposition.is-read-only-on-idle — Prevents changes to the disposition code after the interaction has been released. This option can be overridden by a routing strategy.
  • interaction.disposition.key-name — The key that is used to populate attached data or a user event when a disposition code is submitted to the back-end system, such as T-Server, Interaction Server, and Contact Server. This option can be overridden by a routing strategy.
  • interaction.disposition.use-attached-data — Enables the adding of attached data from the interaction in UserEvent. This option can be overridden by a routing strategy.
  • interaction.disposition.value-business-attribute — A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code. This option can be overridden by a routing strategy.
  • intercommunication.voice.make-call-caller-id-business-attribute — A character string that specifies the name of the Business Attribute that contains the Attribute Values used as an enumerated value to select the caller id during a make call.

Email Interactions

Workspace enables agents to handle email interactions, including the following functionality:

  • Reply to inbound emails (with or without the original text)
  • Create new outbound emails
  • Check the spelling of an outbound email
  • Apply a signature to an outbound email
  • Store emails in a workbin
  • Transfer an email to an internal target
  • Set a disposition code
  • Mark the interaction as Done
  • View and copy links to non-embedded images in inbound and outbound email interactions
  • View and insert Standard Responses
  • Paste content from browsers and other applications that display HTML
  • Paste images from browsers and other applications that display HTML

Workspace enables the following Email interaction capabilities:

  • Decline an interaction
  • Release an interaction
  • Move an interaction to a Workbin
  • Reply to an interaction
  • Reply All to an interaction
  • Add Attachments to an interaction
  • Send an interaction
  • Save an interaction
  • Delete an interaction

The following are mandatory options for correct email interaction handling:

You can also use the following options for email interaction handling:

  • email.from-addresses — Specifies a character string that specifies the name of the Business Attribute which contains the Attribute Values that are used as available addresses. These come from the addresses of email interactions.
  • interaction.disposition.is-mandatory — Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction. This option can be overridden by a routing strategy.
  • interaction.disposition.is-read-only-on-idle — Prevents changes to the disposition code after the interaction has been released. This option can be overridden by a routing strategy.
  • interaction.disposition.key-name — The key that is used to populate attached data or a user event when a disposition code is submitted to the back-end system, such as T-Server, Interaction Server, and Contact Server. This option can be overridden by a routing strategy.
  • interaction.disposition.use-attached-data — Enables the adding of attached data from the interaction in UserEvent. This option can be overridden by a routing strategy.
  • interaction.disposition.value-business-attribute — A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code. This option can be overridden by a routing strategy.

Signatures

Workspace enables you to assign default signature templates to outbound email interactions. Email signatures allow the insertion of tagged-data fields with data that is related to the agent, such as name, job title, department, phone number, email address, and so on. Refer to "Using UCS Data in Standard Responses: System Variables" in the "Genesys Knowledge Management: Basics" chapter of the eServices User's Guide for more information about the tagged data field. Signatures also support linked image(s) and hyperlinks.

Use the email.signature.line-<n> configuration option in the interaction-workspace section to specify the path and name of the signature file or the location of the Response in the Standard Response Library that is to be used as the default signature.

Tip
This option can be overridden by a routing strategy based on the attached data of the interaction.

Chat Interactions

Workspace supports the following functionality for Chat interactions:

  • Accept an interaction
  • Reject an interaction
  • Ignore an interaction
  • End an interaction
  • One-Step Transfer an interaction
  • Consult with another agent about an interaction
  • Set Interaction Disposition
  • Mark Done

You use the following options in the interaction-workspace section to configure Chat interactions (there are also options that you can use to control the appearance of chat interactions in the agent interface):

  • privilege.chat.can-use — Mandatory to use the chat channel. When the value is set to true, the agent is permitted to use the Chat channel.
  • chat.auto-answer — Specifies whether a chat interaction is automatically accepted and joined when a Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in this Deployment Guide.
  • chat.nickname—Specifies that a nickname (pseudonym) is used in chat sessions instead of the agent's user name, and defines the nickname.
  • chat.pending-response-to-customer — Specifies two alarm thresholds, in seconds, that warn agents that they have a pending response to a chat from a customer. Three levels are displayed: before the warning time, between the warning time and the maximum time, and after the maximum time.
  • chat.typing-timeout — Specifies the duration, in seconds, that the typing notification is displayed after the last keystroke and before the agent or contact sends their message.
  • interaction.disposition.is-mandatory — Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction. This option can be overridden by a routing strategy.
  • interaction.disposition.is-read-only-on-idle — Prevents changes to the disposition code after the interaction has been released. This option can be overridden by a routing strategy.
  • interaction.disposition.key-name — The key that is used to populate attached data or a user event when a disposition code is submitted to the back-end system, such as T-Server, Interaction Server, and Contact Server. This option can be overridden by a routing strategy.
  • interaction.disposition.use-attached-data — Enables the adding of attached data from the interaction in UserEvent. This option can be overridden by a routing strategy.
  • interaction.disposition.value-business-attribute — A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code. This option can be overridden by a routing strategy.

Facebook Interactions

Workspace supports the following functionality for Facebook interactions:

  • Accept an interaction
  • Reject an interaction
  • Ignore an interaction
  • Mark Done an interaction
  • One-Step Transfer an interaction
  • Set Interaction Disposition

You use the following options in the interaction-workspace section to configure Facebook interactions:

  • privilege.facebook.can-use — Enables agent to use the Facebook channel.
  • facebook.auto-answer — Specifies whether a Facebook interaction is automatically accepted when an Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in Deployment Guide.
  • facebook.comments-pagination-size — Specifies the number of comments are initially displayed and then added when Show More is clicked.
  • facebook.default-queue — Specifies the name of the queue in which outbound interactions are first created. This name must be identical to the the name of the default queue in the configuration layer.
  • facebook.outbound-queue — Specifies the name of the queue in which an outbound interaction is to be placed when an agent has completed editing it.
  • facebook.prompt-for-done — Specifies if the application prompts a confirmation message when the user clicks Done. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.
  • interaction.disposition.is-mandatory — Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction. This option can be overridden by a routing strategy.
  • interaction.disposition.is-read-only-on-idle — Prevents changes to the disposition code after the interaction has been released. This option can be overridden by a routing strategy.
  • interaction.disposition.key-name — The key that is used to populate attached data or a user event when a disposition code is submitted to the back-end system, such as T-Server, Interaction Server, and Contact Server. This option can be overridden by a routing strategy.
  • interaction.disposition.use-attached-data — Enables the adding of attached data from the interaction in UserEvent. This option can be overridden by a routing strategy.
  • interaction.disposition.value-business-attribute — A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code. This option can be overridden by a routing strategy.

Twitter Interactions

Workspace supports the following functionality for Twitter interactions:

  • Accept an interaction
  • Reject an interaction
  • Ignore an interaction
  • Mark Done an interaction
  • One-Step Transfer an interaction
  • Set Interaction Disposition

You use the following options in the interaction-workspace section to configure Twitter interactions:

  • privilege.twitter.can-use — Enables agent to use the Twitter channel.
  • twitter.auto-answer — Specifies whether a Twitter interaction is automatically accepted when an Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in Deployment Guide.
  • interaction.disposition.is-mandatory — Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction. This option can be overridden by a routing strategy.
  • interaction.disposition.is-read-only-on-idle — Prevents changes to the disposition code after the interaction has been released. This option can be overridden by a routing strategy.
  • interaction.disposition.key-name — The key that is used to populate attached data or a user event when a disposition code is submitted to the back-end system, such as T-Server, Interaction Server, and Contact Server. This option can be overridden by a routing strategy.
  • interaction.disposition.use-attached-data — Enables the adding of attached data from the interaction in UserEvent. This option can be overridden by a routing strategy.
  • interaction.disposition.value-business-attribute — A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code. This option can be overridden by a routing strategy.

Workbins

A workbin is like a shared queue for Agents, Places, Agents Groups, and Places Groups, in which an agent, supervisor, or manager can store email and other multimedia interactions that are to be handled later. However, unlike with a queue, interactions that are stored in a workbin can be accessed in any order; interactions can be assigned to agents, places, agent groups, or place groups. Items that are stored in a workbin are owned by the owner of the workbin. Open interactions can be added to a Workbin to be saved for future processing or collaborative processing by the agent, place, agent group, or place group.

You use the following options in the interaction-workspace section to configure Workbins:

  • workbin.email.draft — The name of the workbin to be used to store draft email interactions.
  • workbin.email.in-progress — The name of the workbin that is to be used to store inbound email interactions for later processing, after an agent explicitly saved the email interaction or submitted an outbound reply.
  • workbin.facebook.draft — The name of the workbin to be used to store a draft Facebook post.
  • workbin.facebook.in-progress — The name of the workbin that is to be used to store inbound Facebook posts for later processing, after an agent explicitly saves the Facebook post or submits an outbound reply.
  • workbin.twitter.draft — The name of the workbin to be used to store a draft Twitter post.
  • workbin.twitter.in-progress — The name of the workbin that is to be used to store an inbound Twitter post for later processing, after an agent explicitly saves the Twitter post or submits an outbound reply.

Standard Responses Library

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.

Agents can modify the contents of a standard response after inserting it into an email interaction or chat message.

To use the Standard Responses Library, you must set up the multimedia feature in HTCC, by using the features-definition.json file.

Hierarchical Dispositions

Workspace Web Edition supports the display of disposition codes in a hierarchy tree, with expanding and collapsing controls.

Disposition Codes are set up as Business Attributes in Configuration Server and set to State Enabled.

The hierarchy is configured by adding folders under the Disposition Code Business Attribute in Configuration Server.

The dispositions hierarchy is enabled by setting up the annex for the disposition Business Attribute.

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