Documentation:HTCC:IWWDep:HandlingInteractions:8.5.2DRAFT

Handling Interactions

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.