| Line 10: | Line 10: | ||
* Mark Done | * Mark Done | ||
| − | You use the following options in the | + | You use the following options in the '''[interaction-workspace]''' section to configure Chat interactions (there are also options that you can use to [[ConfigurationOptions#Chat|control the appearance]] of chat interactions in the agent interface): |
| − | * | + | * [[ConfigurationOptions#privilege.chat.can-use|privilege.chat.can-use]] — Mandatory to use the chat channel. When the value is set to <tt>true</tt>, the agent is permitted to use the Chat channel. |
| − | * | + | * [[ConfigurationOptions#chat.auto-answer|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. |
| − | * | + | * [[ConfigurationOptions#chat.nickname|chat.nickname]] —Specifies that a nickname (pseudonym) is used in chat sessions instead of the agent's user name, and defines the nickname. |
| − | * | + | * [[ConfigurationOptions#chat.pending-response-to-customer|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. |
| − | * | + | * [[ConfigurationOptions#chat.typing-timeout|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. |
| − | * | + | * [[ConfigurationOptions#interaction.disposition.is-mandatory|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. |
| − | * | + | * [[ConfigurationOptions#interaction.disposition.is-read-only-on-idle|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. |
| − | * | + | * [[ConfigurationOptions#interaction.disposition.key-name|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. |
| − | * | + | * [[ConfigurationOptions#interaction.disposition.use-attached-data|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. |
| − | * | + | * [[ConfigurationOptions#interaction.disposition.value-business-attribute|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. |
[[Category:V:HTCC:8.5.2DRAFT]] | [[Category:V:HTCC:8.5.2DRAFT]] | ||
Revision as of 16:35, July 9, 2015
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.
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