Documentation:HTCC:IWWDep:IntWorkbins:9.0.0DRAFT

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 Cloud_Cluster application object exists in the Configuration Database.
• The Cloud_Cluster application has a connection to Universal Contact Server and Interaction Server.
• Your agents are enabled to manage contacts.

To enable Agent Workbins:

1. Use Genesys Composer to create a Workbin.
2. In Genesys Administrator Extension, declare the Workbin in the interaction-workspace section of the Options tab of the Cloud_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.
     • privilege.<media-type>.can-move-to-workbin: Enables agents to move wokitems of the specified type to a workbin.
     privilege.<media-type>.can-mark-done: Enables agents to mark as Done wokitems of the specified type (for example media-type = fax, sms, workitem, pdf, or other open media type) in a 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.
     privilege.email.can-mark-done: Enables agents to mark as Done email interactions in a workbin.
3. Grant the privilege.workbins.can-use privilege. To enable Team Leads to see the Workbins of agents who are members of the Agent Group for which the Team Lead is specified as a Supervisor, grant the following privilege: privilege.my-team-workbins.can-use.
4. Configure the following routing-based Intercommunication configuration options:
   • intercommunication.<media-type>.queue
   • intercommunication.<media-type>.routing-based-actions
   • intercommunication.<media-type>.routing-based-targets