Documentation:HTCC:IWWDep:EnablingAgentsToManageContacts:9.0.0

Enabling agents to manage contacts

Procedure: Enabling Automatic Contact Lookup

Purpose: To enable Universal Contact Server to lookup and create contacts when a new interaction is routed to an agent.

Prerequisites

• A working knowledge of Genesys Administrator Extension (GAX).
• The Cloud_Cluster application object exists in the Configuration Database.
• The Cloud_Cluster application has a connection to Universal Contact Server.

Start

1. Enable the Workspace features that rely on Universal Contact Server (UCS) for contact lookup when an interaction of the given media type is presented to an agent:
   • contact.lookup.enable
   • contact.lookup.<media-type>.enable
2. Enable Workspace to create a new contact in UCS if the contact is not found:
   • contact.lookup.enable-create-contact
   • contact.lookup.<media-type>.enable-create-contact
3. Specify which contact attributes an agent must complete when a contact is created by configuring the contact.mandatory-attributes option.
4. Specify which contact attributes can have more than one value, for example multiple phone numbers, by configuring the contact.multiple-value-attributes option.
5. To enable Contact Search, follow the Enabling the Interactions Search view procedure.

End

Procedure: Enabling the Contact Directory, Contact History, and My History

Purpose: To enable an agent to use the Contact Directory, Contact History, and My History views.

This functionality enables agents to search the contact data base, create new contacts, and delete existing contacts.

The Contact Directory supports one view, a grid.

Prerequisites

• A working knowledge of Genesys Administrator Extension (GAX).
• The Cloud_Cluster application object exists in the Configuration Database.
• The Cloud_Cluster application has a connection to Universal Contact Server.
• The Cloud_Cluster application has a connection to Interaction Server.
• The agent object is configured to use one or more of the following media channels:
  • Voice
  • Email
  • Chat

Start

1. Enable an index search on contacts to enable searches on contact interactions. For more information about enabling index searches, refer to the eServices Administrator's Guide.
2. To search on custom interaction attributes (such as searching on an attached data attribute of an interaction), in Genesys Administrator, create or update a Business Attribute in the tenant that contain(s) your agents.
   • The Type of the Business Attribute is Interaction Operation Attributes.
   • The Attribute values are the codes that are available for the agent:
     • name—Used in attached data.
     • annex—Used in the Agent interface. Include a settings section with these options:
       • is-sortable = true
       • is-searchable = true
3. Grant the Contact - Can Use privilege: privilege.contact.can-use
4. To create interactions in Universal Contact Server (UCS), configure the following Interaction options in the interaction-workspace section of the Cloud_Cluster object:
   • contact.ucs-interaction.<media-type>.enable-create: Set to true. For example to enable voice interactions, set contact.ucs-interaction.voice.enable-create to true.
   • By default, these options should be set to true except for Outbound Campaign voice call, where the contact.ucs-interaction.voice-campaign.enable-create option deactivates this by default; to create interactions in UCS for voice Outbound Campaign calls, set the value of contact.ucs-interaction.voice-campaign.enable-create to true.
5. For the Contact Directory view, grant the following privileges:
   • privilege.contact.can-use-contact-directory
   • privilege.contact.can-use-save-contact

   then configure the Contact options in the interaction-workspace section:

   • contact.available-directory-page-sizes
   • contact.cache-timeout-delay
   • contact.default-directory-page-size
   • contact.directory-displayed-columns
   • contact.directory-search-attributes
   • contact.displayed-attributes
   • privilege.contact.can-create-contact
   • privilege.contact.can-delete-contact
6. For the Contact History view, grant the following privileges:
   • privilege.contact.can-use-contact-history
   • privilege.contact.can-use-contact-history-case-data
   • privilege.contact.can-use-contact-history-detail
   • privilege.contact.can-use-contact-history-notepad
   • privilege.contact.can-inline-forward.email.from-history
   • privilege.contact.can-mark-done.email.from-history
   • privilege.contact.can-mark-done.<media-type>.from-history (for example media-type = fax, sms, workitem, pdf, or other open media type)
   • privilege.contact.can-open.email.from-history
   • privilege.contact.can-open.<media-type>.from-history (for example media-type = fax, sms, workitem, pdf, or other open media type)

   then configure the Contact options in the interaction-workspace section:

   • contact.history-displayed-columns
   • contact.history-default-time-filter-main
   • contact.history-quick-search-attributes
   • contact.history-search-attributes
   • contact.history.media-filters
7. Enable Contact History search. You can enable basic and advanced searching in the History view in the Contact Directory and in the Interaction window for agents in your contact center and configure which advanced search options are displayed in the Workspace Agent Desktop. With advanced searching enabled, agents can search contact history by date range, interaction type, and specific default and custom attributes. The search returns a maximum of 100 results.
   1. Activate the basic search privilege. See privilege.contact.can-search-contact-history.
   2. Enable advanced searching. See privilege.contact.can-advanced-search-contact-history.
   3. Enable the filtering of interactions in the Contact History view. See privilege.contact.can-filter-contact-history.
   4. Define the list of attributes displayed on the Advanced Search window. See contact.history-search-attributes.
   5. Define the list of date search options on the Advanced Search window. See contact.date-search-types.
   6. Specify which interaction types (channels) are included in the Contact History view list of interactions. See contact.history.media-filters.
8. For the My History view, grant the following privileges:
   • privilege.contact.can-use-contact-myhistory
   • privilege.contact.can-inline-forward.email.from-history
   • privilege.contact.can-mark-done.email.from-history
   • privilege.contact.can-mark-done.<media-type>.from-history (for example media-type = fax, sms, workitem, pdf, or other open media type)
   • privilege.contact.can-open.email.from-history
   • privilege.contact.can-open.<media-type>.from-history (for example media-type = fax, sms, workitem, pdf, or other open media type)

   then configure the Contact options in the interaction-workspace section:

   • contact.myhistory-displayed-columns
9. Enable My History Search. You can enable basic and advanced searching in the My History tab in the Connect group for agents in your contact center and specify which advanced search options are displayed in Workspace Agent Desktop. With advanced searching enabled, agents can search their own interaction history by date range, interaction type, and specific default and custom attributes. The search returns a maximum of 100 results.
   1. Activate the basic search privilege. See privilege.contact.can-search-my-history.
   2. Enable advanced searching. See privilege.contact.can-advanced-search-my-history.
   3. Enable the filtering of interactions in the My History view. See privilege.contact.can-filter-my-history.
   4. Enable chronological filtering by configuring the contact.myhistory-default-time-filter-main option.
   5. Specify which attribute columns are displayed in the My History view by configuring the contact.myhistory-displayed-columns option.
   6. Specifies the interaction attributes that are used to search interactions in the quick search mode of the My History view by configuring the contact.myhistory-quick-search-attributes option.
   7. Define the list of attributes displayed on the Advanced Search window. See contact.history-search-attributes.
   8. Define the list of date search options on the Advanced Search window. See contact.date-search-types.
   9. Specify which interaction types (channels) are included in the My History view list of interactions. See contact.history.media-filters.

End

Procedure: Enabling Last Routed Agent

Purpose: To enable the last routed agent feature, which saves information about the last agent who handled interactions from that contact in the Contact Profile. That information can then be used during the routing of subsequent interactions from this contact. When an agent actively handles an interaction of a given media type from a contact, the following keys are set in the Contact Profile:

• LastCalledAgent_EmployeeID
• LastCalledAgent_TimeStamp
• LCA_EmplID_<MediaType>
• LCA_TimeStamp_<MediaType>

Where <MediaType> corresponds to the media of the interaction.

Refer to the eServices and Routing documentation for more information about this feature.

Start

1. You can activate this feature by setting the following options in the interaction-workspace section:
   • To globally enable last routed agent, set the contact.last-called-agent.enable option to true
   • To selectively enable last routed agent by media type, set the contact.last-called-agent.<media-type>.enable option to true.
   • To activate it by media type, set contact.lookup.<media-type>.enable to true.

End

Procedure: Enabling the Interactions Search view

In Workspace Agent Desktop you can enable the Interactions Search view. When enabled, agents can select the Interactions Search tab from theConnect group and then use a variety of advanced search controls to locate the interactions that they want to view. The search returns a maximum of 100 results.

Start

1. Activate the Interaction Search view. See privilege.contact.can-search-all-interactions.
2. Enable advanced searching. See privilege.contact.can-advanced-search-all-interactions.
3. Enable the filtering of interactions. See privilege.contact.can-filter-all-interactions.
4. Define the list of attributes that the agent can select in the Quick Search view. See contact.all-interactions-quick-search-attributes.
5. Define the list of attributes that the agent can select in the Advanced Search view. See contact.history-search-attributes.
6. Define the list of search types that the agent can use to define a date range for the search. See contact.date-search-types.
7. Define the columns displayed in the returned search results. See contact.all-interactions-displayed-columns.
8. Specify which interaction types (channels) are included in the Interaction Search view list of interactions. See contact.history.media-filters.

End

Advanced Search

The standard search enables agents to search for interactions by status, subject, start date, end date, contact first name, and contact last name. You can expand the capabilities of the advanced search by enabling agents to search for interactions based on the attributes listed in the Searchable Attributes table. You specify these criteria by using the contact.history-search-attributes option.

Searchable attributes

Attribute Name	Attribute Display Name	Comments
BccAddresses	Bcc Address	All types of email addresses
CcAddresses	Cc Address	All types of email addresses
ContactId	Contact	Name of a contact (Team Communicator is presented to select the contact)
EndDate	End Date	Date
EstablishedDate	Established Date	Date
FromAddress	From Address
FromPersonal	From Personal Part
Id	Interaction ID
Mailbox	Source mailbox
OwnerId	Processed By	Name of the agent. Team communicator is presented to select the agent
PhoneNumber	Phone Number
ReleasedDate	Released Date
ReplyToAddress	Reply-To Address
SentDate	Sent Date
StartDate	Start Date
Status	Status	To be selected among: All, InProgress, Done
Subject	Subject
SubtypeId	Interaction Sub-Type
Text	Interaction Text	Search in the body of the interaction (email (PlainText or HTML), chat (transcript)).
TheComment	Notes	Contains the note associated with the interaction
ToAddresses	To Address
TypeId	Interaction Type

Case Sensitivity

Search is case insensitive. TEST, tESt, test, and teST are all considered identical.

Phrase Search

Searches are Starts With searches unless quotation marks are used. When quotation marks are used, Workspace Agent Desktop employs an Exact search.

If an agent encloses a phrase in quotation marks, search results return only matches for the exact phrase.

Without quotation marks around a phrase, each word is searched for independently, and results are returned for all interactions that contain all the strings that start with the specified words. If not all of the phrase strings are found in an interaction, it will not be included in the search results.

Custom Attributes

You can define a search based on custom attributes. Custom attribute search employs an Exact Match strategy. Workspace Agent Desktop can search on either the Display name or the Attribute name.

To use a custom attribute, in the Interaction Attributes business attribute, define a new business attribute value where:

• Name = <Name of the custom attribute>
• Display Name = The name displayed in Workspace

Custom Attribute searches can either be presented as a text field where the agent must enter the exact search string to find a match, or you can configure Workspace to display a drop-down menu of search options so that agents do not have to type in the display name.

To do this:

1. Define a business attribute with a name = <Name of the custom attribute> (for example, "hobby") that corresponds to an Interaction Attribute value
2. Assign as the business attribute values the list of options and display names that will be displayed in the combo box for that attribute. For example:
   • Name = Baseball
     Display Name = Baseball
   • Name = Books
     Display Name = Books
   • Name = Cinema
     Display Name = Cinema
   • Name = DIY
     Display Name = Do It Yourself
   • Name = Sailing
     Display Name = Sailing
   • Name = Sports
     Display Name = Sports