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agent-status.enabled-actions-by-channel

Section: interaction-workspace
Default Value: Ready,NotReady,NotReadyReason,AfterCallWork,AfterCallWorkReason,LogOff
Valid Values: Comma-separated list of action names from the following list: Ready, NotReady, NotReadyReason, AfterCallWork, AfterCallWorkReason, Dnd, LogOff.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Modified: 9.0.000.68

Specifies the available agent state actions in the My Channels contextual menu. The actions are displayed in the order in which they appear in the list.

agent-status.enabled-actions-global

Section: interaction-workspace
Default Value: Ready,NotReady,NotReadyReason,AfterCallWork,AfterCallWorkReason,LogOff
Valid Values: Comma-separated list of action names from the following list: Ready, NotReady, Dnd, NotReadyReason, AfterCallWork, AfterCallWorkReason, LogOff.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Modified: 9.0.000.68,9.0.000.61

Specifies the available agent states in the global Status menu. The agent state commands are displayed in the order in which they appear in the list.

privilege.workbins.can-use

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31

Enables agents to access My Team Workbins.

privilege.email.can-use

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31

Enables the agent is use the Email channel.

privilege.chat.can-use

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31

Enables the agent to use the Chat channel.

privilege.SRL.can-use

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31

Enables access to the Standard Response Library functions.

privilege.contact.can-delete-contact

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31

Enables agents to delete contacts from the contact database.

privilege.contact.can-use

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31

Enables access to the Contact features.

privilege.monitor-dashboard.can-use

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Modified: 9.0.000.68

Enables the Contact Center Statistics dashboard tab.

privilege.performance-tracker.can-use

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31

Enables access to the Performance Tracker.

expression.validate.phone-number

Section: interaction-workspace
Default Value: ^[\(\)\-\.\+\d\s\*#]*[\d]+[\(\)\-\.\+\d\s\*#/]*$
Valid Values: A valid regular expression.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31

Specifies the regular expression used to validate a phone number. It is used to recognize the phone number of a target entered in the Team Communicator when performing a call, a transfer, or a conference. If the number entered by the agent in the Team Communicator edit box matches this expression, the 'Call', 'Start Voice Consultation', 'Instant Transfer', or 'Instant Conference' action is enabled for this number. When the agent executes the action, the entered phone number is modified by the logic specified by the expression.phone-number.supported-characters option before the telephony operation is executed. This expression is also used to display a warning message if the phone number on the Contact Profile is incorrect.

expression.team-communicator-phone-number

Section: interaction-workspace
Default Value: ^[\(\)\-\.\+\d\s\*#]*[\d]+[\(\)\-\.\+\d\s\*#/]*$
Valid Values: A valid regular expression.
Changes Take Effect: When the session is started or restarted.
Related Options: expression.phone-number.supported-characters

Specifies the regular expression used to recognize a phone number of a target entered in the Team Communicator when it is used to start a call, a transfer, or a conference. If the number entered by the agent in the Team Communicator edit box matches this expression, the 'Call' or 'Start Voice Consultation' or 'Instant Transfer' or 'Instant Conference' action is enabled for this number. When the agent executes the action, the entered phone number is modified by the logic specified by the expression.phone-number.supported-characters option before the telephony operation is executed.

expression.validate.email-address

Section: interaction-workspace
Default Value: ^([A-Za-z0-9._-]+)@([A-Za-z0-9.-]+)\.([A-Za-z]{2,6})$
Valid Values: A valid regular expression.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31

Specifies the regular expression used to validate an email address. It is used to recognize an email address of a target entered in the Team Communicator, and also to display warning message if the email address on the Contact Profile is incorrect.

expression.team-communicator-email-address

Section: interaction-workspace
Default Value: A valid regular expression.
Valid Values: ^([A-Za-z0-9._-]+)@([A-Za-z0-9.-]+)\.([A-Za-z]{2,6})$
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.201.97

Specifies the regular expression used to recognize an email address of a target entered in the Team Communicator.

expression.identify.phone-number

Section: interaction-workspace
Default Value: (?:(?:[\+]?([\d]{1,3}(?:[]*|[\-.])))?[(]?([\d]{1,3})[\-\/)]?(?:[]+|[\-.])?)?([\d]{3,})
Valid Values: A regular expression.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.49

Specifies the regular expression that identifies a phone number in the chat or email transcript. This option can be overridden by a routing strategy as described in the Configuration Guide.

expression.phone-number

Section: interaction-workspace
Default Value: ^[\(\)\-\.\+\d\s\*#][0-9]+()-\.+\d\s*#/$
Valid Values: A regular expression.
Changes Take Effect: When the session is started or restarted.


Specifies the regular expression that identifies a phone number in the chat or SMS transcript. This option can be overridden by a routing strategy as described in this Deployment Guide

expression.identify.email-address

Section: interaction-workspace
Default Value: (\w+([-+.]\w+)*@\w+([-.]\w+)*\.\w+([-.]\w+)*)
Valid Values: A regular expression.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.49

Specifies the regular expression that identifies an email address in a chat.

expression.email-address

Section: interaction-workspace
Default Value: (\w+([-+.]\w+)*@\w+([-.]\w+)*\.\w+([-.]\w+)*)
Valid Values: A regular expression.
Changes Take Effect: When the session is started or restarted.


Specifies the regular expression that identifies a email address in the chat.

(Created target blank page For Version: HTCC:9.0.0)
 
(Update with the copy of version: 9.0.0DRAFT)
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−
<!-- Creation of the target page -->
+
=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 [[Migrating8to9#Renamed_options|renamed]], some [[Migrating8to9#Removed_options|removed]], and many new ones [[Migrating8to9#New_options|added]], and some existing options have been [[Migrating8to9#Updated_options|updated]]. The Agent UI is also significantly updated; refer to [[Documentation:PSAAS:Agent:Migrating:Public|this article]] for more information. [[Migrating8to9#Statistics_Definitions|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 [[Documentation:PSAAS:Agent:ADTeamCommunicator:Public#Using_Favorites|added manually]] through Team Communicator)
 +
* Missed calls
 +
 
 +
{{NoteFormat|
 +
Genesys Digital Messaging Server (DMS) is no longer used for Chat and other social channels. GWS 9 uses Genesys Digital Channels.
 +
|1}}
 +
 
 +
{{AnchorDiv|Renamed_options}}
 +
==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
 +
|-
 +
| {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:expression-email-address}}
 +
| {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:expression-identify-email-address}}
 +
|-
 +
| {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:expression-phone-number}}
 +
| {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:expression-identify-phone-number}}
 +
|-
 +
| {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:expression-team-communicator-email-address}}
 +
| {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:expression-validate-email-address}}
 +
|-
 +
| {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:expression-team-communicator-phone-number}}
 +
| {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:expression-validate-phone-number}}
 +
|}
 +
 
 +
{{AnchorDiv|Removed_options}}
 +
==Removed options==
 +
Workspace 9.0 no longer uses the Dashboard feature. The '''privilege.dashboard.can-use''' has been removed from the Workspace application template.
 +
 
 +
{{AnchorDiv|New_options}}
 +
==New options==
 +
Workspace 9 introduces many [[Documentation:PSAAS:Agent:Migrating:Public|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: {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-performance-tracker-can-use}}
 +
* Contact Center Statistics: {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-monitor-dashboard-can-use}}
 +
 
 +
{{AnchorDiv|Updated_options}}
 +
==Updated options==
 +
The default value of some options have been updated.
 +
 
 +
* The default value of these options has been updated from <tt>true</tt> to <tt>false</tt>:
 +
** {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-contact-can-use}}
 +
** {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-contact-can-delete-contact}}
 +
** {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-SRL-can-use}}
 +
** {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-chat-can-use}}
 +
** {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-email-can-use}}
 +
** {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-workbins-can-use}}
 +
* The default value of these options has been updated from <tt>Ready,NotReady,NotReadyReason,AfterCallWork,AfterCallWorkReason,Dnd,LogOff</tt> to <tt>Ready,NotReady,NotReadyReason,AfterCallWork,AfterCallWorkReason,LogOff</tt>:
 +
** {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:agent-status-enabled-actions-global}}
 +
** {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:agent-status-enabled-actions-by-channel}}
 +
 
 +
{{AnchorDiv|Statistics_Definitions}}
 +
==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''' [[Documentation:HTCC:IWWDep:EnablingAgentstoViewKPIs:8.5.2|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.
 +
 
 +
[[File:GAPI_900_AverageWaitingTime_Statistic.png|400px]]
 +
 
 +
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 <tt><some unique name></tt> may contain only alphanumeric characters and the "_" (underscore) character.
 +
 
 +
The format for <tt><some unique name></tt> is <tt><StatisticName>_<region></tt>. 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
 +
|-
 +
| category
 +
| StatisticCategory (see [[Migrating8to9#Enum|Enum table]])
 +
| Y
 +
| N/A
 +
| Statistic category (see [[Documentation:RTME:User:StatisticalCategories:8.5.1|Stat Server User's Guide]]).
 +
|-
 +
| distinguishByConnId
 +
| boolean
 +
| N
 +
| false
 +
| See [[Documentation:RTME:User:StatType:8.5.1|Stat Server User's Guide]].
 +
|-
 +
| dynamicFilter
 +
| See description.
 +
| N
 +
| N/A
 +
| Statistic filter. Specify the definition of the corresponding value. This is not the filter already configured (see [[Documentation:RTME:User:Filters:8.5.1|Stat Server User's Guide]]).
 +
|-
 +
| dynamicTimeProfile
 +
| See description.
 +
| N
 +
| N/A
 +
| Statistic time Profile. Specify the definition of the corresponding value. This is not the reference to time profile already configured (see [[Documentation:RTME:User:TimeProfiles:8.5.1|Stat Server User's Guide]]).
 +
|-
 +
| dynamicUserDataFormula
 +
| see description
 +
| N
 +
| N/A
 +
| Statistic userDataFormula. Specify the definition of the corresponding value. This is not the reference to the object already configured (see [[Documentation:RTME:User:Filters:8.5.1|Stat Server User's Guide]]).
 +
|-
 +
| extensions.*
 +
| String
 +
| N
 +
| N/A
 +
| 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).
 +
|-
 +
| insensitivity
 +
| Non-negative integer
 +
| N
 +
| 1
 +
| Positive insensitivity values allow a drastic reduction of the load on Stat Server and Stat Service (see [[Documentation:RTME:User:TimeProfiles:8.5.1|Stat Server User's Guide]]).
 +
|-
 +
| intervalLength
 +
| Integer
 +
| N
 +
| N/A
 +
| Statistic interval length (see [[Documentation:RTME:User:TimeProfiles:8.5.1|Stat Server User's Guide]]).
 +
|-
 +
| intervalType
 +
| StatisticIntervalType
 +
| N
 +
| N/A
 +
| Statistic interval type (see [[Documentation:RTME:User:TimeProfiles:8.5.1|Stat Server User's Guide]]).
 +
|-
 +
| location
 +
| valid location
 +
| No
 +
| /
 +
| The location for this statistic. Specifies in which data center this statistic is available. It is a string that contains the comma-delimited path(s) of one or more folders (described by folder paths). The configuration object is visible/accessible to nodes which are in the specified folder(s) or its (their) descendants/children (if not hidden in descendant folders). Only one region or location is supported. For example:
 +
* '''locations:null''' or '''""''': A null or empty location means the root. The object is visible to all the nodes in the whole deployment.
 +
* '''locations:"/US"''': The object will be visible to all nodes in folder in and under the '''US''' folder; for example: '''/US''', '''/US/WEST''', '''/US/EAST'''
 +
* '''locations:"/EU,/APAC"''': The object will be visible to all nodes in folders in and under the '''EU''' and '''APAC''' folders.
 +
|-
 +
| mainMask
 +
| See description.
 +
| Y
 +
| N/A
 +
| Statistic main mask: a comma-delimited list of actions/states (see [[Documentation:RTME:User:SSActions:8.5.1|Stat Server User's Guide]]). The mask is parsed into PSDK '''ActionMask''' using the PSDK names for Actions (see [[Documentation:PSDK:API:Welcome:9.0.x|Platform SDK API Reference]]). The type of Actions is specified by '''maskType'''.
 +
|-
 +
| 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.
 +
|-
 +
| 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.
 +
|-
 +
| notificationFrequency
 +
| Positive integer
 +
| N
 +
| 600 (10 mins)
 +
| The frequency, in seconds, for the receiving of updates from Stat Server for Periodical statistics.
 +
|-
 +
| notificationMode
 +
| NotificationMode (see [[Migrating8to9#Enum|Enum table]])
 +
| Y
 +
| N/A
 +
| The notification mode: whether notification is received immediately upon a change in the statistic value or periodically.
 +
|-
 +
| objectTypes
 +
| Queue, RoutePoint, GroupAgents, GroupQueues, Agent
 +
| Y
 +
| N/A
 +
| A comma-delimited list of '''ObjectType'''. The types of objects (see [[Documentation:RTME:User:ObjectTypes:8.5.1|Stat Server User's Guide]]) to which the statistic can be applied.
 +
|-
 +
| relativeMask
 +
| See description.
 +
| N
 +
| N/A
 +
| Statistic relative mask: comma-delimited list of actions/states (see [[Documentation:RTME:User:SSActions:8.5.1|Stat Server User's Guide]]). The mask is parsed into PSDK '''ActionMask''' using the PSDK names for Actions (see [[Documentation:PSDK:API:Welcome:9.0.x|Platform SDK API Reference]]). The type of Actions is specified by '''maskType'''.
 +
|-
 +
| 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.
 +
|-
 +
| subject
 +
| StatisticSubject
 +
| Y
 +
| N/A
 +
| Statistic subject (see [[Documentation:RTME:User:StatisticalSubjects:8.5.1|Stat Server User's Guide]]).
 +
|-
 +
| timeRange1
 +
| TimeRange
 +
| N
 +
| N/A
 +
| Statistic timeRange1. Specify the definition of the corresponding value. This is not the reference to object already configured (see [[Documentation:RTME:User:TimeRanges:8.5.1|Stat Server User's Guide]]). The following are the '''TimeRange''' supported formats:
 +
* <int1>:<int2>: A pair of two non-negative integers with a colon (:) between. The left integer must be less than or equal to the right integer.
 +
* <int1>-<int2>: A pair of two non-negative integers with minus (-) sign between. The left integer must be less than or equal to the right integer.
 +
|-
 +
| timeRange2
 +
| TimeRange
 +
| N
 +
| N/A
 +
| Statistic timeRange2. Specify the definition of the corresponding value. This is not the reference to object already configured (see [[Documentation:RTME:User:TimeRanges:8.5.1|Stat Server User's Guide]]). The following are the '''TimeRange''' supported formats:
 +
* <int1>:<int2>: A pair of two non-negative integers with a colon (:) between. The left integer must be less than or equal to the right integer.
 +
* <int1>-<int2>: A pair of two non-negative integers with minus (-) sign between. The left integer must be less than or equal to the right integer.
 +
|}
 +
{{AnchorDiv|Enum}}
 +
The following '''Enum''' values are supported:
 +
{|
 +
|-
 +
! Type
 +
! Values
 +
|-
 +
| MaskType
 +
| DN -> (PSDK)DNActions , ROUTE_POINT -> (PSDK) RoutePointActions, MEDIA -> (PSDK) MediaActions, CAMPAIGN -> (PSDK) CampaignActions
 +
|-
 +
| NotificationMode
 +
| Periodical, Immediate
 +
|-
 +
| ObjectType
 +
| Queue, RoutePoint, GroupAgents, GroupQueues, 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.
 +
|-
 +
| StatisticIntervalType
 +
| GrowingWindow, SlidingSelection, SinceLogin, SlidingWindow
 +
|-
 +
| StatisticSubject
 +
| DNStatus, DNAction, CampaignAction, AgentStatus, GroupStatus, PlaceStatus
 +
|}
 +
 
 +
[[Category:V:HTCC:9.0.0]]

Revision as of 17:36, March 26, 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 updated; 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
Important

Genesys Digital Messaging Server (DMS) is no longer used for Chat and other social channels. GWS 9 uses Genesys Digital Channels.

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:

Updated options

The default value of some options have been updated.

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.

GAPI 900 AverageWaitingTime Statistic.png

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
category StatisticCategory (see Enum table) Y N/A Statistic category (see Stat Server User's Guide).
distinguishByConnId boolean N false See Stat Server User's Guide.
dynamicFilter See description. N N/A Statistic filter. Specify the definition of the corresponding value. This is not the filter already configured (see Stat Server User's Guide).
dynamicTimeProfile See description. N N/A Statistic time Profile. Specify the definition of the corresponding value. This is not the reference to time profile already configured (see Stat Server User's Guide).
dynamicUserDataFormula see description N N/A Statistic userDataFormula. Specify the definition of the corresponding value. This is not the reference to the object already configured (see Stat Server User's Guide).
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).
insensitivity Non-negative integer N 1 Positive insensitivity values allow a drastic reduction of the load on Stat Server and Stat Service (see Stat Server User's Guide).
intervalLength Integer N N/A Statistic interval length (see Stat Server User's Guide).
intervalType StatisticIntervalType N N/A Statistic interval type (see Stat Server User's Guide).
location valid location No / The location for this statistic. Specifies in which data center this statistic is available. It is a string that contains the comma-delimited path(s) of one or more folders (described by folder paths). The configuration object is visible/accessible to nodes which are in the specified folder(s) or its (their) descendants/children (if not hidden in descendant folders). Only one region or location is supported. For example:
  • locations:null or "": A null or empty location means the root. The object is visible to all the nodes in the whole deployment.
  • locations:"/US": The object will be visible to all nodes in folder in and under the US folder; for example: /US, /US/WEST, /US/EAST
  • locations:"/EU,/APAC": The object will be visible to all nodes in folders in and under the EU and APAC folders.
mainMask See description. Y N/A Statistic main mask: a 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 Platform SDK API Reference). The type of Actions is specified by maskType.
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.
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.
notificationFrequency Positive integer N 600 (10 mins) The frequency, in seconds, for the receiving of updates from Stat Server for Periodical statistics.
notificationMode NotificationMode (see Enum table) Y N/A The notification mode: whether notification is received immediately upon a change in the statistic value or periodically.
objectTypes Queue, RoutePoint, GroupAgents, GroupQueues, Agent 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.
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 Platform SDK API Reference). The type of Actions is specified by maskType.
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.
subject StatisticSubject Y N/A Statistic subject (see Stat Server User's Guide).
timeRange1 TimeRange N N/A Statistic timeRange1. Specify the definition of the corresponding value. This is not the reference to object already configured (see Stat Server User's Guide). The following are the TimeRange supported formats:
  • <int1>:<int2>: A pair of two non-negative integers with a colon (:) between. The left integer must be less than or equal to the right integer.
  • <int1>-<int2>: A pair of two non-negative integers with minus (-) sign between. The left integer must be less than or equal to the right integer.
timeRange2 TimeRange N N/A Statistic timeRange2. Specify the definition of the corresponding value. This is not the reference to object already configured (see Stat Server User's Guide). The following are the TimeRange supported formats:
  • <int1>:<int2>: A pair of two non-negative integers with a colon (:) between. The left integer must be less than or equal to the right integer.
  • <int1>-<int2>: A pair of two non-negative integers with minus (-) sign between. The left integer must be less than or equal to the right integer.

The following Enum values are supported:

Type Values
MaskType DN -> (PSDK)DNActions , ROUTE_POINT -> (PSDK) RoutePointActions, MEDIA -> (PSDK) MediaActions, CAMPAIGN -> (PSDK) CampaignActions
NotificationMode Periodical, Immediate
ObjectType Queue, RoutePoint, GroupAgents, GroupQueues, 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.
StatisticIntervalType GrowingWindow, SlidingSelection, SinceLogin, SlidingWindow
StatisticSubject DNStatus, DNAction, CampaignAction, AgentStatus, GroupStatus, PlaceStatus
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