intercommunication.<media-type>.routing-based-targets
Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of valid object types from the following list: Agent, InteractionQueue
Changes Take Effect: When the session is started or restarted.
Specifies the list of targets that are contacted through the 'routing based' mechanism for the requests that are defined in the option 'intercommunication.<media-type>.routing-based-actions'. Note: The targets 'AgentGroup' and 'Skill' are always addressed through routing; therefore, they are not affected by this option.
intercommunication.<media-type>.routing-based-actions
Section: interaction-workspace
Default Value: OneStepTransfer
Valid Values: A comma-separated list of valid operation names from the following list: OneStepTransfer.
Changes Take Effect: When the session is started or restarted.
Specifies the list of 'routing based' actions that an agent is allowed to perform.
intercommunication.<media-type>.queue
Section: interaction-workspace
Default Value:
Valid Values: Name of a valid Script object of type Interaction Queue
Changes Take Effect: When the session is started or restarted.
Specifies the name of the Interaction Queue that is used by the 'routing based' feature for a Workitem. The following attached data are added by Worskpace: IW_RoutingBasedOriginalEmployeeId,IW_RoutingBasedTargetId,IW_RoutingBasedTargetType,IW_RoutingBasedRequestType.
privilege.workbins.can-use
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables agents to access My Workbins.
workbin.email.in-progress.displayed-columns
Section: interaction-workspace
Default Value: From,Subject,Received
Valid Values: A comma separated list of Interaction Server interaction properties, for example: From,Subject,Received
Changes Take Effect: When the session is started or restarted.
Specifies the list of interaction fields displayed as columns in the workbin that stores inbound email for later processing.
workbin.email.in-progress
Section: interaction-workspace
Default Value:
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: When the session is started or restarted.
Specifies the name of the workbin that is to be used to store inbound email for later processing, after an agent explicitly saved the email or submitted an outbound reply.
workbin.email.draft.displayed-columns
Section: interaction-workspace
Default Value: To,Subject,Submitted
Valid Values: A comma separated list of Interaction Server interaction properties, for example: To,Subject,Submitted
Changes Take Effect: When the session is started or restarted.
Specifies the list of interaction fields displayed as columns in the workbin that stores draft email.
workbin.email.draft
Section: interaction-workspace
Default Value:
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: When the session is started or restarted.
Specifies the name of the workbin to be used to store draft email.
workbin.<media-type>.<workbin-nickname>.displayed-columns
Section: interaction-workspace
Default Value: From,To,Subject,Received
Valid Values: A comma-separated list of Interaction Server interaction properties, for example: From,Subject,Received
Changes Take Effect: When the session is started or restarted.
Specifies the list of interaction fields displayed as columns in the specified workbin.
workbin.<media-type>.<workbin-nickname>
Section: interaction-workspace
Default Value:
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: When the session is started or restarted.
Specifies the name of the workbin to be used to store interactions of a particular workitem media type.
workbin.<media-type>.in-progress
Section: interaction-workspace
Default Value:
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: When the session is started or restarted.
Specifies the name of the workbin that is to be used to store inbound workitems of a particular type for later processing.
(→Enabling Agent Workbins) |
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| Line 17: | Line 17: | ||
<ul> | <ul> | ||
<li>Open Media: | <li>Open Media: | ||
| − | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-zmedia-type-zin-progress}}: | + | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-zmedia-type-zin-progress}}: Specifies the name of the workbin to be used to store interactions of a particular workitem media type. Agents can open interactions from this workbin but not save interactions in it. |
| − | + | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-zmedia-type-z-workbin-nickname-}}: Specifies the name of the workbin to be used to store interactions of a particular workitem media type. Agents can open interactions from this workbin but not save interactions to it. | |
| − | + | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-zmedia-type-z-workbin-nickname-zdisplayed-columns}}: Specifies the list of interaction fields displayed as columns in the specified workbin. | |
</li> | </li> | ||
<li>Email | <li>Email | ||
| − | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-email-draft}}: | + | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-email-draft}}: Specifies the name of the workbin to be used to store draft email. |
| − | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-email- | + | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-email-draft-displayed-columns}}: Specifies the list of interaction fields displayed as columns in the workbin that stores draft email. |
| − | + | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-email-in-progress}}: Specifies the name of the workbin that is to be used to store inbound email for later processing, after an agent explicitly saved the email or submitted an outbound reply. | |
| − | + | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-email-in-progress-displayed-columns}}: Specifies the list of interaction fields displayed as columns in the workbin that stores inbound email for later processing. | |
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</li> | </li> | ||
| + | <!--<li>Chat</li>--> | ||
| + | <!--<li>Facebook: | ||
| + | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-facebook-draft}}: Specifies the name of the workbin to be used to store draft Facebook posts. | ||
| + | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-facebook-draft-displayed-columns}}: Specifies the list of interaction fields that are displayed as columns of the workbin that stores Draft Facebook posts. | ||
| + | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-facebook-in-progress}}: Specifies the name of the workbin to be used to store inbound Facebook posts for later processing, after an agent explicitely saves the Facebook post or submitted an outbound reply. | ||
| + | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-facebook-in-progress-displayed-columns}}: Specifies the list of interaction fields displayed as columns in the workbin that stores inbound Facebook posts for later processing. | ||
| + | </li>--> | ||
| + | <!--<li>Twitter: | ||
| + | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-twitter-draft}}: Specifies the name of the workbin to be used to store draft Twitter posts. | ||
| + | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-twitter-draft-displayed-columns}}: Specifies the list of interaction fields displayed as columns in the workbin that stores draft Twitter posts. | ||
| + | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-twitter-in-progress}}: Specifies the name of the workbin to be used to store inbound Twitter posts for later processing, after an agent explicitely saved the Twitter post or submitted an outbound reply. | ||
| + | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-twitter-in-progress-displayed-columns}}: Specifies the list of interaction fields displayed as columns in the workbin that stores inbound Twitter posts for later processing. | ||
| + | </li>--> | ||
</ul> | </ul> | ||
</li> | </li> | ||
Revision as of 19:02, January 2, 2019
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.
Enabling Agent Workbins
You can enable agents to use Agent Workbins to receive and/or store contact interactions for future processing.
- A working knowledge of Genesys Administrator Extension.
- The WS_Cluster application object exists in the Configuration Database.
- The WS_Cluster application has a connection to Universal Contact Server and Interaction Server.
- Your agents are enabled to manage contacts.
To enable Agent Workbins:
- Use Genesys Composer to create a Workbin.
- In Genesys Administrator Extension, declare the Workbin in the interaction-workspace section of the Options tab of the WS_Cluster application object, following the generic rule: workbin.<media_type>.<workbin-nick-name>=<workbin-script-name>.
- Open Media:
- workbin.<media-type>.in-progress: Specifies the name of the workbin to be used to store interactions of a particular workitem media type. Agents can open interactions from this workbin but not save interactions in it.
- workbin.<media-type>.<workbin-nickname>: Specifies the name of the workbin to be used to store interactions of a particular workitem media type. Agents can open interactions from this workbin but not save interactions to it.
- workbin.<media-type>.<workbin-nickname>.displayed-columns: Specifies the list of interaction fields displayed as columns in the specified workbin.
- Email
- workbin.email.draft: Specifies the name of the workbin to be used to store draft email.
- workbin.email.draft.displayed-columns: Specifies the list of interaction fields displayed as columns in the workbin that stores draft email.
- workbin.email.in-progress: Specifies the name of the workbin that is to be used to store inbound email for later processing, after an agent explicitly saved the email or submitted an outbound reply.
- workbin.email.in-progress.displayed-columns: Specifies the list of interaction fields displayed as columns in the workbin that stores inbound email for later processing.
- Open Media:
- Grant the privilege.workbins.can-use privilege.
- Configure the following routing-based Intercommunication configuration options: