(→Workitems) |
(→Workitems) |
||
| Line 3: | Line 3: | ||
Workitems are documents that might be directed to agents, supervisors, or managers for handling. They include many media types, such as faxes or PDFs, that a user might have to view while they are handling interactions of another type, such as email. | Workitems are documents that might be directed to agents, supervisors, or managers for handling. They include many media types, such as faxes or PDFs, that a user might have to view while they are handling interactions of another type, such as email. | ||
| − | You use the following options in the '''[interaction-workitem]''' section to configure | + | You use the following options in the '''[interaction-workitem]''' section to configure Workitems: |
*Privilege options: | *Privilege options: | ||
| − | **[[Workitem#privilege.workitem-channels.can-use|privilege.workitem-channels.can-use]] | + | * [[Workitem#openmedia.workitem-channels|openmedia.workitem-channels]] specifies the list of Workitem channels that are used by the agents. |
| − | **[[Workitem#CanDecline|privilege.<media-type>.can-decline]] | + | **[[Workitem#privilege.workitem-channels.can-use|privilege.workitem-channels.can-use]] allows agents to use all WorkItem channels configured in the [[Workitem#openmedia.workitem-channels|openmedia.workitem-channels]] option. |
| − | **[[Workitem#CanMarkDone|privilege.<media-type>.can-mark-done]] | + | **[[Workitem#CanDecline|privilege.<media-type>.can-decline]] allows agents to decline incoming workitems. |
| − | **[[Workitem#CanMoveToWorkbin|privilege.<media-type>.can-move-to-workbin]] | + | **[[Workitem#CanMarkDone|privilege.<media-type>.can-mark-done]] allows agents to mark a workitem as done without further processing. |
| − | **[[Workitem#CanOneStepTransfer|privilege.<media-type>.can-one-step-transfer]] | + | **[[Workitem#CanMoveToWorkbin|privilege.<media-type>.can-move-to-workbin]] allows agents to move a workitem to the workbin. |
| − | **[[Workitem#CanSetDisp|privilege.<media-type>.can-set-interaction-disposition]] | + | **[[Workitem#CanOneStepTransfer|privilege.<media-type>.can-one-step-transfer]] allows agents to use instant workitem transfer. |
| − | * | + | **[[Workitem#CanSetDisp|privilege.<media-type>.can-set-interaction-disposition]] allows agent to set disposition code of Workitem interactions. |
| − | * [[Workitem#AutoAnswer|<media-type>.auto-answer]] | + | *Workitem behaviour options |
| − | * [[Workitem#PromptForDone|<media-type>.prompt-for-done]] | + | ** [[Workitem#AutoAnswer|<media-type>.auto-answer]] specifies whether a workitem is automatically accepted when a Interaction Server Invite event is received |
| − | * [[Workitem#RingingBell|<media-type>.ringing-bell]] | + | ** [[Workitem#PromptForDone|<media-type>.prompt-for-done]] specifies if the application prompts a confirmation message when a user clicks the '''Done''' button. |
| − | * [[Workitem#Queue|intercommunication.<media-type>.queue]] | + | ** [[Workitem#RingingBell|<media-type>.ringing-bell]] specifies the path to the sound file that is played when the workitem interaction is ringing. |
| − | * [[Workitem#RoutingBasedActions|intercommunication.<media-type>.routing-based-actions]] | + | ** [[Workitem#Queue|intercommunication.<media-type>.queue]] specifies the name of the Interaction Queue that is used by the routing-based feature for workitems. |
| − | * [[Workitem#RoutingBasedTargets|intercommunication.<media-type>.routing-based-targets]] | + | ** [[Workitem#RoutingBasedActions|intercommunication.<media-type>.routing-based-actions]] specifies the list of routing based actions that an agent is allowed to perform. |
| − | * [[Workitem#InProgress|workbin.<media-type>.in-progress]] | + | ** [[Workitem#RoutingBasedTargets|intercommunication.<media-type>.routing-based-targets]] Defines the list of targets that are contacted through the routing based mechanism for the requests that are defined in the [[Workitem#MediaTypeRBActions|intercommunication.<media-type>.routing-based-actions]] option. |
| − | * [[Workitem#InProgDisplayedColumns|workbin.<media-type>.in-progress.displayed-columns]] | + | ** [[Workitem#InProgress|workbin.<media-type>.in-progress]] specifies the name of the workbin to be used to store interactions of a particular workitem media type. |
| − | *Contact options: | + | ** [[Workitem#InProgDisplayedColumns|workbin.<media-type>.in-progress.displayed-columns]] specifies the list of interaction fields displayed as columns in the specified workbin. |
| − | ** [[Contact#LookupEnable|contact.lookup.<media-type>.enable]] | + | *Contact-related options: |
| − | ** [[Contact#LookupEnableCreateContact|contact.lookup.<media-type>.enable-create-contact]] | + | ** [[Contact#LookupEnable|contact.lookup.<media-type>.enable]] enables Workspace features that rely on Universal Contact Server (UCS) for contact lookup when a workitem interaction of the given media type is presented to the agent. |
| − | + | ** [[Contact#LookupEnableCreateContact|contact.lookup.<media-type>.enable-create-contact]], when this option is <tt>true</tt> and contact.lookup.enable is set to <tt>true</tt>, the Universal Contact Server (UCS) creates a contact if the initial search does not find a matching existing contact. | |
[[Category:V:HTCC:8.5.2DRAFT]] | [[Category:V:HTCC:8.5.2DRAFT]] | ||
Revision as of 20:41, December 5, 2016
Workitems
Workitems are documents that might be directed to agents, supervisors, or managers for handling. They include many media types, such as faxes or PDFs, that a user might have to view while they are handling interactions of another type, such as email.
You use the following options in the [interaction-workitem] section to configure Workitems:
- Privilege options:
- openmedia.workitem-channels specifies the list of Workitem channels that are used by the agents.
- privilege.workitem-channels.can-use allows agents to use all WorkItem channels configured in the openmedia.workitem-channels option.
- privilege.<media-type>.can-decline allows agents to decline incoming workitems.
- privilege.<media-type>.can-mark-done allows agents to mark a workitem as done without further processing.
- privilege.<media-type>.can-move-to-workbin allows agents to move a workitem to the workbin.
- privilege.<media-type>.can-one-step-transfer allows agents to use instant workitem transfer.
- privilege.<media-type>.can-set-interaction-disposition allows agent to set disposition code of Workitem interactions.
- Workitem behaviour options
- <media-type>.auto-answer specifies whether a workitem is automatically accepted when a Interaction Server Invite event is received
- <media-type>.prompt-for-done specifies if the application prompts a confirmation message when a user clicks the Done button.
- <media-type>.ringing-bell specifies the path to the sound file that is played when the workitem interaction is ringing.
- intercommunication.<media-type>.queue specifies the name of the Interaction Queue that is used by the routing-based feature for workitems.
- intercommunication.<media-type>.routing-based-actions specifies the list of routing based actions that an agent is allowed to perform.
- intercommunication.<media-type>.routing-based-targets Defines the list of targets that are contacted through the routing based mechanism for the requests that are defined in the intercommunication.<media-type>.routing-based-actions option.
- workbin.<media-type>.in-progress specifies the name of the workbin to be used to store interactions of a particular workitem media type.
- workbin.<media-type>.in-progress.displayed-columns specifies the list of interaction fields displayed as columns in the specified workbin.
- Contact-related options:
- contact.lookup.<media-type>.enable enables Workspace features that rely on Universal Contact Server (UCS) for contact lookup when a workitem interaction of the given media type is presented to the agent.
- contact.lookup.<media-type>.enable-create-contact, when this option is true and contact.lookup.enable is set to true, the Universal Contact Server (UCS) creates a contact if the initial search does not find a matching existing contact.
Comments or questions about this documentation? Contact us for support!