Revision as of 14:27, March 12, 2020

Migrating from Workspace 8.5.2 to 9.0

If you are a user of Workspace Web Edition 8.5.2 who is migrating to Workspace Web Edition 9.0, there are many changes and differences between 8.5.2 and 9.0 that you should note. For configuration options, some have been renamed, some removed, and many new ones added, and some existing options have been updated. The Agent UI is also significantly upgraded; refer to this article for more information. Statistics are handled very differently in Workspace 9.

The following agent specific information is not carried over during the migrating process:

Personal favorites (these must be added manually through Team Communicator)
Missed calls

Renamed options

The following options have been renamed in Workspace 9.0 while their functionality remains the same as in Workspace 8.5.2:

8.5.2 option name	9.0 option name
expression.email-address	expression.identify.email-address
expression.phone-number	expression.identify.phone-number
expression.team-communicator-email-address	expression.validate.email-address
expression.team-communicator-phone-number	expression.validate.phone-number

Removed options

Workspace 9.0 no longer uses the Dashboard feature. The privilege.dashboard.can-use has been removed from the Workspace application template.

New options

Workspace 9 introduces many new interface elements to enhance the agent experience.

The Workspace 8.5.2 My Statistics tab has been replaced with the Performance tracker and Contact Center Statistics views. Use the following privileges to enable these views:

Performance Tracker: privilege.performance-tracker.can-use
Contact Center Statistics: privilege.monitor-dashboard.can-use

Updated options

The default value of some options have been updated.

The default value of these options has been updated from true to false:
- privilege.contact.can-use
- privilege.contact.can-delete-contact
- privilege.SRL.can-use
- privilege.chat.can-use
- privilege.email.can-use
- privilege.workbins.can-use
The default value of these options has been updated from Ready,NotReady,NotReadyReason,AfterCallWork,AfterCallWorkReason,Dnd,LogOff to Ready,NotReady,NotReadyReason,AfterCallWork,AfterCallWorkReason,LogOff:
- agent-status.enabled-actions-global
- agent-status.enabled-actions-by-channel

Statistics Definitions

The definitions of statistics used in the Performance Tracker, Contact Center Statistics, and Team Communicator have been updated. In Workspace 8.5, the Server-side Statistics configuration was handled in the statistics.yaml configuration file from Genesys Web Services. In Workspace 9.0, Server-side Statistics configuration is found in the CloudCluster application in Genesys Administrator Extension; they are defined by the statistics.definitions.XXX sections.

Each statistics definition is stored in its own section. The naming convention for section must follow this pattern: statistics.definitions.<some unique name>. The placeholder <some unique name> may contain only alphanumeric characters and the "_" (underscore) character.

The format for <some unique name> is <StatisticName>_<region>. For example, the section for the AverageHadlingTime statistic in the XYZ region would be statistics.definitions.AverageHadlingTime_XYZ. If the statistic is not region specific, then the definition would be statistics.definitions.AverageHadlingTime.

Each statistic section will contain following mandatory and optional properties:

Property Name	Type/Allowed values	Mandatory	Default Value	Description
name	String: alphanumeric and the "_" (underscore) character	Y	N/A	The name of statistic. The name + location combination must be unique in the contact center. This property is used by clients to reference the statistic definition.
notificationMode	NotificationMode	Y	N/A	The notification mode: whether notification is received immediately upon a change in the statistic value or periodically.
notificationFrequency	Positive integer	N	600 (10 mins)	The frequency, in seconds, for the receiving of updates from Stat Server for Periodical statistics.
insensitivity	Non-negative integer	N	1	insensitivity - positive values allow to drastically reduce the load on stat server and stat service. I do not understand this explanation. Please provide clarification.
objectTypes	see further What does this mean?	Y	N/A	A comma-delimited list of ObjectType. The types of objects (see Stat Server User's Guide) to which the statistic can be applied.
location	valid location	No	/	The location for this statistic. Specifies in which data center this statistic is available, See Multi-regional deployment What does this mean?. Only one region or location is supported. What is the format for locations?
category	StatisticCategory	Y	N/A	Statistic category (see Stat Server User's Guide).
subject	StatisticSubject	Y	N/A	Statistic subject (see Stat Server User's Guide).
intervalType	StatisticIntervalType	N	N/A	Statistic interval type (see Stat Server User's Guide). Must be specified for non-current statistics and for some current. Please elaborate on this statement. It is too vague. Also, what are non-current and current statistics>
intervalLength	Integer	N	N/A	Statistic interval length (see Stat Server User's Guide). Must be specified for non-current statistics and for some current. Please elaborate on this statement. It is too vague. Also, what are non-current and current statistics>
mainMask	See description.	Y	N/A	Statistic main mask: a comma-delimited list of actions/states (see StatServer manual). The mask is parsed into PSDK ActionMask using the PSDK names for Actions (see PSDK docs) Please provide link.. The type of Actions is specified by maskType.
relativeMask	See description.	N	N/A	Statistic relative mask: comma-delimited list of actions/states (see Stat Server User's Guide). The mask is parsed into PSDK ActionMask using the PSDK names for Actions (see PSDK docs). The type of Actions is specified by maskType.
dynamicTimeProfile	See description.	N	N/A	Statistic time Profile - as-is, not the reference to time profile configured in some other place (see Stat Server User's Guide). I do not understand this explanation. Does this mean the default value is automatically applied?
dynamicFilter	See description.	N	N/A	Statistic filter - as-is, not the reference to filter configured in some other place (see Stat Server User's Guide). I do not understand this explanation. Does this mean the default value is automatically applied?
dynamicUserDataFormula	see description	N	N/A	Statistic userDataFormula - as-is, not the reference to object configured in some other place (see Stat Server User's Guide). I do not understand this explanation. Does this mean the default value is automatically applied?
distinguishByConnId	boolean	N	false	See Stat Server User's Guide.
timeRange1	TimeRange	N	N/A	Statistic timeRange1 - as-is, not the reference to object configured in some other place (see Stat Server User's Guide). I do not understand this explanation. Does this mean the default value is automatically applied?
timeRange2	TimeRange	N	N/A	Statistic timeRange2 - as-is, not the reference to object configured in some other place (see Stat Server User's Guide). I do not understand this explanation. Does this mean the default value is automatically applied?
maskType	MaskType	N	DN	Additional information allowing you to specify which mask type to use to parse main/relative masks. By default, the voice regular DN actions is used.
statisticExtension	String	N	N/A	The field used by the StatisticExtension mechanism. It is directly translated into the XAS_EXTENSION_NAME property of the corresponding open statistic request.
statisticExtensionSubcategory	String	N	N/A	The field used by the StatisticExtension mechanism. It is directly translated into the XAS_JAVA_SUBCATEGORY property of the corresponding open statistic request.
extensions.*	String	N	N/A	Any property with a key that starts with `extensions.`. This is used for filling KVList* extensions in the corresponding open statistic request. Extensions mapping rules: Any property with a key starting with extensions. The prefix is considered to be part of extensions. Since Maps/KVLists support nested structures, the key is the path in extensions structure. For example, the extensions.leaf key means the property with key="leaf" in the extensions structure. The "extensions.nested.nleaf" key addresses the property accessible via the following path: `extensions(KVList)->nested(KVList)->nleaf(property)`. It will be accessible as the "nleaf" property in KVList listA, where listA is accessible via the "nested" key in extensions. mapping ints: to denote that the value of a property is not string, but is int, the :int postfix is used after the key. For example, the extensions.ikey:int key means that the system will try to parse the value and place it as Integer in the extensions KVList with the ikey key (note that the :int part is removed). If there are multiple mappings for the same key, the behavior is undetermined. For example, you can define extensions.nested = "nested" (a string value with the "nested" key) and extensions.nested.sval=<some value>. In this example, nested is the name of the nested KVList that contains the "sval=<some value>" pair).

Enum values:

Type	Values
ObjectType	Campaign, Queue, Tenant, GroupPlaces, StagingArea, RoutePoint, CampaignGroup, CampaignCallingList, CallingList, GroupAgents, RoutingStrategy, AgentPlace, RegularDN, GroupQueues, Workbin, Switch, Agent
StatisticCategory	EstimTimeToComplete, CurrentTime, AverageCustomValue, RelativeNumber, TotalTime, CurrentStateReasons, ServiceFactor1, AverageNumberPerRelativeHour, ElapsedTimePercentage, TotalAdjustedTime, MinNumber, MinTime, CurrentMinTime, TotalNumber, RelativeTimePercentage, TotalNumberErrors, TotalDistinctTime, RelativeNumberPercentage, LoadBalance, TotalTimeInTimeRange, MinCustomValue, CurrentCustomValue, EstimWaitingTime, CurrentNumber, CurrentDistinctNumber, MaxTime, MaxNumber, CurrentMaxTime, AverageTime, TotalNumberPerSecond, EstimTimeToEndCurrentNumber, TotalCustomValue, CurrentMinCustomValue, AverageOfCurrentNumber, CurrentAverageCustomValue, CurrentRelativeTimePercentage, CurrentMaxCustomValue, CurrentNumberInTimeRange, JavaCategory, TotalNumberInTimeRangePercentage, TotalNumberInTimeRange, MaxCustomValue, CurrentState, AverageOfCurrentTime, LoadBalance1, TotalAdjustedNumber, CurrentNumberInTimeRangePercentage, CurrentRelativeNumberPercentage, Formula, CurrentAverageTime, CurrentContinuousTime, CurrentTargetState.
StatisticSubject	DNStatus, DNAction, CampaignAction, AgentStatus, GroupStatus, PlaceStatus
StatisticIntervalType	GrowingWindow, SlidingSelection, SinceLogin, SlidingWindow
MaskType	DN -> (PSDK)DNActions , ROUTE_POINT -> (PSDK) RoutePointActions, MEDIA -> (PSDK) MediaActions, CAMPAIGN -> (PSDK) CampaignActions
NotificationMode	Periodical, Immediate

TimeRange supported formats:

<int1>:<int2> - pair of 2 non-negative integers with column (:) between, left integer must be less or equal to right. <int1>-<int2> - pair of 2 non-negative integers with minus (-) between, left integer must be less or equal to right. Merci

@@ Line 154: / Line 154: @@
 |-
 | dynamicFilter
-| see description
+| See description.
 | N
 | N/A
@@ Line 163: / Line 163: @@
 | N
 | N/A
-| Statistic userDataFormula - as-is, not the reference to object configured in some other place(see StatServer manual for format and samples).
+| Statistic userDataFormula - as-is, not the reference to object configured in some other place (see [[Documentation:RTME:8.5.1:Filters:8.5.1|Stat Server User's Guide]]). {{Editgrn_open}}I do not understand this explanation. Does this mean the default value is automatically applied?{{Editgrn_close}}
 |-
 | distinguishByConnId
@@ Line 169: / Line 169: @@
 | N
 | false
-| See StatServer manual.
+| See [[Documentation:RTME:8.5.1:StatType:8.5.1|Stat Server User's Guide]].
 |-
 | timeRange1
@@ Line 175: / Line 175: @@
 | N
 | N/A
-| Statistic timeRange1 - as-is, not the reference to object configured in some other place(see StatServer manual).
+| Statistic timeRange1 - as-is, not the reference to object configured in some other place (see [[Documentation:RTME:8.5.1:TimeRanges:8.5.1|Stat Server User's Guide]]). {{Editgrn_open}}I do not understand this explanation. Does this mean the default value is automatically applied?{{Editgrn_close}}
 |-
 | timeRange2
@@ Line 181: / Line 181: @@
 | N
 | N/A
-| Statistic timeRange2 - as-is, not the reference to object configured in some other place(see StatServer manual).
+| Statistic timeRange2 - as-is, not the reference to object configured in some other place (see [[Documentation:RTME:8.5.1:TimeRanges:8.5.1|Stat Server User's Guide]]). {{Editgrn_open}}I do not understand this explanation. Does this mean the default value is automatically applied?{{Editgrn_close}}
 |-
 | maskType
@@ Line 187: / Line 187: @@
 | N
 | DN
-| additional info which allows specification which mask type to use to parse main/relative masks. By default- the voice regular DN actions will be used.
+| Additional information allowing you to specify which mask type to use to parse main/relative masks. By default, the voice regular DN actions is used.
 |-
 | statisticExtension
@@ Line 193: / Line 193: @@
 | N
 | N/A
-| field used by StatisticExtension mechanism, it's directly translated into XAS_EXTENSION_NAME property of corresponding open statistic request.
+| The field used by the '''StatisticExtension''' mechanism. It is directly translated into the '''XAS_EXTENSION_NAME''' property of the corresponding open statistic request.
 |-
 | statisticExtensionSubcategory
@@ Line 199: / Line 199: @@
 | N
 | N/A
-| field used by StatisticExtension mechanism, it's directly translated into XAS_JAVA_SUBCATEGORY property of corresponding open statistic request.
+| The field used by the '''StatisticExtension''' mechanism. It is directly translated into the '''XAS_JAVA_SUBCATEGORY''' property of the corresponding open statistic request.
 |-
 | extensions.*
@@ Line 205: / Line 205: @@
 | N
 | N/A
-| any property with key starting with extensions.*. Used for filling extensions KVList in corresponding open statistic request. Specific rules see below.
+| Any property with a key that starts with <tt>extensions.*</tt>. This is used for filling '''KVList''' extensions in the corresponding open statistic request. Extensions mapping rules:
+* Any property with a key starting with '''extensions'''. The prefix is considered to be part of '''extensions'''.
+* Since Maps/KVLists support nested structures, the key is the path in '''extensions''' structure. For example, the '''extensions.leaf''' key means the property with '''key="leaf"''' in the '''extensions''' structure. The '''"extensions.nested.nleaf"''' key addresses the property accessible via the following path: <tt>extensions(KVList)->nested(KVList)->nleaf(property)</tt>. It will be accessible as the '''"nleaf"''' property in '''KVList listA''', where '''listA''' is accessible via the '''"nested"''' key in extensions.
+* '''mapping ints''': to denote that the value of a property is ''not'' string, but is '''int''', the ''':int''' postfix is used after the key. For example, the '''extensions.ikey:int''' key means that the system will try to parse the value and place it as Integer in the '''extensions''' KVList with the '''ikey'''  key (note that the ''':int''' part is removed).
+* If there are multiple mappings for the same key, the behavior is undetermined. For example, you can define '''extensions.nested = "nested"''' (a string value with the '''"nested"''' key) and '''extensions.nested.sval=<some value>'''. In this example, '''nested''' is the name of the nested KVList that contains the '''"sval=<some value>"''' pair).
 |}
@@ Line 238: / Line 242: @@
 <int1>:<int2> - pair of 2 non-negative integers with column (:) between, left integer must be less or equal to right.
 <int1>-<int2> - pair of 2 non-negative integers with minus (-) between, left integer must be less or equal to right.
-Extensions mapping rules:
-any property with key starting with extensions. prefix is considered to be part of extensions
-Since Maps/KVLists support nested structures, the key is the path in extensions structure. So, for example, key "extensions.leaf" means the property with key="leaf" in extensions structure. The key "extensions.nested.nleaf" addresses the property accessible via path extensions(KVList)->nested(KVList)->nleaf(property), i.e. it will be accessible as "nleaf" property in KVList listA, where listA is accessible via "nested" key in extensions.
-mapping ints : to denote that value of property is not string, but int, the postfix :int is used after key. For example, key extensions.ikey:int means that we'll try to parse the value and place it as Integer in extensions KVList with key ikey (note that :int part is removed).
- If there are multiple mappings for same key, the behavior is undetermined. Example: user can define extensions.nested = "nested" (string value with "nested" key), and extensions.nested.sval=something (here nested is the name of nested KVList containing "sval=something" pair).

Revision as of 14:27, March 12, 2020

Migrating from Workspace 8.5.2 to 9.0

Renamed options

Removed options

New options

Updated options

Statistics Definitions

Contact

Genesys

Customer Care

Legal