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=Handling Interactions=
 
=Handling Interactions=
 
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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.
 
  
 
==Hierarchical Dispositions==
 
==Hierarchical Dispositions==

Revision as of 14:54, July 9, 2015

Handling Interactions

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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