Documentation:HTCC:IWWDep:HandlingInteractions:8.5.2DRAFT

Handling Interactions

Email Interactions

Workspace enables agents to handle email interactions, including the following functionality:

• Reply to inbound emails (with or without the original text)
• Create new outbound emails
• Check the spelling of an outbound email
• Apply a signature to an outbound email
• Store emails in a workbin
• Transfer an email to an internal target
• Set a disposition code
• Mark the interaction as Done
• View and copy links to non-embedded images in inbound and outbound email interactions
• View and insert Standard Responses
• Paste content from browsers and other applications that display HTML
• Paste images from browsers and other applications that display HTML

Workspace enables the following Email interaction capabilities:

• Decline an interaction
• Release an interaction
• Move an interaction to a Workbin
• Reply to an interaction
• Reply All to an interaction
• Add Attachments to an interaction
• Send an interaction
• Save an interaction
• Delete an interaction

The following are mandatory options for correct email interaction handling:

• privilege.email.can-use — Mandatory to use the email channel. When the value of this option is set to true, the agent is permitted to use the Email channel.
• email.default-queue — Specifies the default queue for email interactions.
• email.outbound-queue — Specifies the default queue for email interactions.
• workbin.email.draft — Specifies the name of the Workbin to be used to store draft emails
• workbin.email.in-progress — Specifies the workbin to be used to store emails which are in the In Progress state.

You can also use the following options for email interaction handling:

• email.from-addresses — Specifies a character string that specifies the name of the Business Attribute which contains the Attribute Values that are used as available addresses. These come from the addresses of email interactions.
• interaction.disposition.is-mandatory — Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction. This option can be overridden by a routing strategy.
• interaction.disposition.is-read-only-on-idle — Prevents changes to the disposition code after the interaction has been released. This option can be overridden by a routing strategy.
• interaction.disposition.key-name — The key that is used to populate attached data or a user event when a disposition code is submitted to the back-end system, such as T-Server, Interaction Server, and Contact Server. This option can be overridden by a routing strategy.
• interaction.disposition.use-attached-data — Enables the adding of attached data from the interaction in UserEvent. This option can be overridden by a routing strategy.
• interaction.disposition.value-business-attribute — A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code. This option can be overridden by a routing strategy.

Signatures

Workspace enables you to assign default signature templates to outbound email interactions. Email signatures allow the insertion of tagged-data fields with data that is related to the agent, such as name, job title, department, phone number, email address, and so on. Refer to "Using UCS Data in Standard Responses: System Variables" in the "Genesys Knowledge Management: Basics" chapter of the eServices User's Guide for more information about the tagged data field. Signatures also support linked image(s) and hyperlinks.

Use the email.signature.line-<n> configuration option in the interaction-workspace section to specify the path and name of the signature file or the location of the Response in the Standard Response Library that is to be used as the default signature.

Tip

This option can be overridden by a routing strategy based on the attached data of the interaction.

Forwarding Inbound Email to an External Resource

Workspace enables agents to forward active inbound e-mail interactions to an external resource by selecting a valid e-mail address in Team Communicator, either by manually entering the address or by selecting it from a searched Contact or a Corporate or Personal Favorite. E-Mail Forward supports both To and CC (carbon copy) addressing and multiple recipient targets. Agents can also add additional information about the forwarded interaction in a dedicated text box.

Depending on the Business Process that you are using, the agent who has forwarded an e-mail interaction to an external resource might retain the ownership of the interaction and be responsible for closing the interaction.

A set of key-value pairs that include the destination e-mail address and other information is added to the inbound e-mail before it is placed in the Forward queue so that they can be used in a Business Process:

• GD_ExternalAgentAddress—The same content as IW_ExternalAgentAddress. This is added only if the general.gad.attached-data option is set to true.
• GD_OriginalAgentEmployeeId—The same content as IW_OriginalAgentEmployeeId. This is added only if the general.gad.attached-data option is set to true.
• GD_TransferrerUserName—The same content as IW_TransferrerUserName. This is added only if the general.gad.attached-data option is set to true.
• IW_OriginalAgentEmployeeId—The Empoyee Id of the agent.
• IW_TransferrerUserName—The UserName of the agent.
• IW_EmailNotepad—The current notepad text of the e-mail view.
• IW_ExternalAgentAddress—The To e-mail address destination. If the value of the email.forward.enable-multiple-to-addresses option is set to true, the value of IW_ExternalAgentAddress is a comma separated list of To addresses. This list has to be parsed in the Business Process. For each extracted address, the Business Process has to do the following:
  1. Assign the extracted address to a variable.
  2. Use this variable in the Forward Email block.
• IW_ExternalAgentCcAddress—The CC e-mail address destination. This is added only if the value of the email.forward.enable-cc-addresses option is set to true (Enable the CC address field where agents can specify one or several CC addresses). The value is a comma separated list of CC addresses. With this list, the Business Process has to do the following:
  1. Assign the list to a variable.
  2. Use this variable in the Forward Email block.
• IW_ExternalAgentInstructions—The text provided by the agent who is forwarding the e-mail interaction. This is added only if the value of the email.forward.enable-instructions option is set to true (Enable the forward instructions field). This value can be used as a Field Code in the Standard Response that is contained in the Forward Email block to give forward instructions to an external resource.

Refer to EServices e-mail workflow samples for more information about forwarding e-mail interactions to external resources.

The following task controls the use of the forwarding feature:

• Can Forward E-Mail to External Resource

Use the following configuration options in the interaction-workspace section to configure this feature:

• email.forward-queue — Specifies the Interaction Queue in which the inbound e-mail is placed when an agent forwards it to an external resource.
• email.forward.enable-multiple-to-addresses — Enable agents to specify more than one target in the To address field.
• email.forward.enable-cc-addresses — Enable agents to specify more than one target in the CC address field.
• email.forward.enable-instructions — Enable the forward information field.
• keyboard.shortcut.interaction.email.forward — Specifies the shortcut that forwards an active inbound e-mail.

Chat Interactions

Workspace supports the following functionality for Chat interactions:

• Accept an interaction
• Reject an interaction
• Ignore an interaction
• End an interaction
• One-Step Transfer an interaction
• Consult with another agent about an interaction
• Set Interaction Disposition
• Mark Done

You use the following options in the interaction-workspace section to configure Chat interactions (there are also options that you can use to control the appearance of chat interactions in the agent interface):

• privilege.chat.can-use — Mandatory to use the chat channel. When the value is set to true, the agent is permitted to use the Chat channel.
• chat.auto-answer — Specifies whether a chat interaction is automatically accepted and joined when a Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in this Deployment Guide.
• chat.nickname—Specifies that a nickname (pseudonym) is used in chat sessions instead of the agent's user name, and defines the nickname.
• chat.pending-response-to-customer — Specifies two alarm thresholds, in seconds, that warn agents that they have a pending response to a chat from a customer. Three levels are displayed: before the warning time, between the warning time and the maximum time, and after the maximum time.
• chat.typing-timeout — Specifies the duration, in seconds, that the typing notification is displayed after the last keystroke and before the agent or contact sends their message.
• interaction.disposition.is-mandatory — Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction. This option can be overridden by a routing strategy.
• interaction.disposition.is-read-only-on-idle — Prevents changes to the disposition code after the interaction has been released. This option can be overridden by a routing strategy.
• interaction.disposition.key-name — The key that is used to populate attached data or a user event when a disposition code is submitted to the back-end system, such as T-Server, Interaction Server, and Contact Server. This option can be overridden by a routing strategy.
• interaction.disposition.use-attached-data — Enables the adding of attached data from the interaction in UserEvent. This option can be overridden by a routing strategy.
• interaction.disposition.value-business-attribute — A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code. This option can be overridden by a routing strategy.

Facebook Interactions

Workspace supports the following functionality for Facebook interactions:

• Accept an interaction
• Reject an interaction
• Ignore an interaction
• Mark Done an interaction
• One-Step Transfer an interaction
• Set Interaction Disposition

You use the following options in the interaction-workspace section to configure Facebook interactions:

• privilege.facebook.can-use — Enables agent to use the Facebook channel.
• facebook.auto-answer — Specifies whether a Facebook interaction is automatically accepted when an Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in Deployment Guide.
• facebook.comments-pagination-size — Specifies the number of comments are initially displayed and then added when Show More is clicked.
• facebook.default-queue — Specifies the name of the queue in which outbound interactions are first created. This name must be identical to the the name of the default queue in the configuration layer.
• facebook.outbound-queue — Specifies the name of the queue in which an outbound interaction is to be placed when an agent has completed editing it.
• facebook.prompt-for-done — Specifies if the application prompts a confirmation message when the user clicks Done. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.
• interaction.disposition.is-mandatory — Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction. This option can be overridden by a routing strategy.
• interaction.disposition.is-read-only-on-idle — Prevents changes to the disposition code after the interaction has been released. This option can be overridden by a routing strategy.
• interaction.disposition.key-name — The key that is used to populate attached data or a user event when a disposition code is submitted to the back-end system, such as T-Server, Interaction Server, and Contact Server. This option can be overridden by a routing strategy.
• interaction.disposition.use-attached-data — Enables the adding of attached data from the interaction in UserEvent. This option can be overridden by a routing strategy.
• interaction.disposition.value-business-attribute — A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code. This option can be overridden by a routing strategy.

Twitter Interactions

Workspace supports the following functionality for Twitter interactions:

• Accept an interaction
• Reject an interaction
• Ignore an interaction
• Mark Done an interaction
• One-Step Transfer an interaction
• Set Interaction Disposition

You use the following options in the interaction-workspace section to configure Twitter interactions:

• privilege.twitter.can-use — Enables agent to use the Twitter channel.
• twitter.auto-answer — Specifies whether a Twitter interaction is automatically accepted when an Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in Deployment Guide.
• interaction.disposition.is-mandatory — Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction. This option can be overridden by a routing strategy.
• interaction.disposition.is-read-only-on-idle — Prevents changes to the disposition code after the interaction has been released. This option can be overridden by a routing strategy.
• interaction.disposition.key-name — The key that is used to populate attached data or a user event when a disposition code is submitted to the back-end system, such as T-Server, Interaction Server, and Contact Server. This option can be overridden by a routing strategy.
• interaction.disposition.use-attached-data — Enables the adding of attached data from the interaction in UserEvent. This option can be overridden by a routing strategy.
• interaction.disposition.value-business-attribute — A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code. This option can be overridden by a routing strategy.

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.

You use the following options in the interaction-workspace section to configure Workbins:

• workbin.email.draft — The name of the workbin to be used to store draft email interactions.
• workbin.email.in-progress — The name of the workbin that is to be used to store inbound email interactions for later processing, after an agent explicitly saved the email interaction or submitted an outbound reply.
• workbin.facebook.draft — The name of the workbin to be used to store a draft Facebook post.
• workbin.facebook.in-progress — The name of the workbin that is to be used to store inbound Facebook posts for later processing, after an agent explicitly saves the Facebook post or submits an outbound reply.
• workbin.twitter.draft — The name of the workbin to be used to store a draft Twitter post.
• workbin.twitter.in-progress — The name of the workbin that is to be used to store an inbound Twitter post for later processing, after an agent explicitly saves the Twitter post or submits an outbound reply.

Standard Responses Library

The Standard Responses Library (SRL) enables you to access a database of prewritten standard responses for interactions. Agents can insert these responses as replies into any email or chat message.

Agents can modify the contents of a standard response after inserting it into an email interaction or chat message.

To use the Standard Responses Library, you must set up the multimedia feature in HTCC, by using the features-definition.json file.

Hierarchical Dispositions

Workspace Web Edition supports the display of disposition codes in a hierarchy tree, with expanding and collapsing controls.

Disposition Codes are set up as Business Attributes in Configuration Server and set to State Enabled.

The hierarchy is configured by adding folders under the Disposition Code Business Attribute in Configuration Server.

The dispositions hierarchy is enabled by setting up the annex for the disposition Business Attribute.