interaction.disposition.value-business-attribute
Section: interaction-workspace
Default Value: DispositionCode
Valid Values: The name of a valid Business Attribute.
Changes Take Effect: When the session is started or restarted.
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 as described in the Configuration Guide.
interaction.disposition.use-attached-data
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Specifies that attached data can be added to the interaction in UserEvent. This option can be overridden by a routing strategy as described in the Configuration Guide.
interaction.disposition.key-name
Section: interaction-workspace
Default Value: DispositionCode
Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and space characters.
Changes Take Effect: When the session is started or restarted.
Specifies 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 as described in the Configuration Guide.
interaction.disposition.is-read-only-on-idle
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
If the value of this option is set to true, changes to case data after a voice interaction has been released are prevented. When values are modified or added after the voice call is released, the update is pushed to the back-end as a User Event when an agent clicks Done. This option can be overridden by a routing strategy as described in this Deployment Guide.
interaction.disposition.is-mandatory
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
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 as described in the Configuration Guide.
twitter.outbound-queue
Section: interaction-workspace
Default Value: Twitter Outbound Queue
Valid Values: A valid name of a Script of type Interaction Queue.
Changes Take Effect: When the session is started or restarted.
Specifies the name of the queue in which an outbound interaction is to be placed when an agent has completed editing it.
twitter.default-queue
Section: interaction-workspace
Default Value: Twitter Outbound Init Queue
Valid Values: A valid name of a Script of type Interaction Queue.
Changes Take Effect: When the session is started or restarted.
Specifies the name of the queue in which outbound interactions are first created. This name must be identical to the name of the default queue in the configuration layer.
privilege.twitter.can-use
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
The agent is permitted to use the Twitter channel.
privilege.twitter.can-use
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
The agent is permitted to use the Twitter channel.
(Update with the copy of version: 8.5.2DRAFT) |
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| Line 7: | Line 7: | ||
* One-Step Transfer an interaction | * One-Step Transfer an interaction | ||
* Set Interaction Disposition | * Set Interaction Disposition | ||
| + | ==Enabling the Twitter channel == | ||
| + | You can enable agents to use the Twitter channel to handle inbound Twitter interactions from a contact that is stored in Universal Contact Server (UCS). | ||
| + | |||
| + | Before you begin, ensure that the following prerequisites are met: | ||
| + | |||
| + | * A working knowledge of Genesys Administrator. | ||
| + | * The <tt>WS_Cluster</tt> application object exists in the Configuration Database. | ||
| + | * The <tt>WS_Cluster</tt> application has a connection to Universal Contact Server and Interaction Server. | ||
| + | * [[EnablingAgentsToManageContacts|Enabling Agents To Manage Contacts]]. | ||
| + | * A [[Documentation/R|capacity rule]] that allows Agents to receive Twitter interactions. | ||
| + | |||
| + | To enable the Twitter channel: | ||
| + | |||
| + | <ol type="1"> | ||
| + | <li>Configure the [[Twitter|Twitter]] options in the <tt>interaction-workspace</tt> section of the <tt>WS_Cluster</tt> application object. To enable the Twitter channel, configure the {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-twitter-can-use}} configuration option.</li> | ||
| + | <!--<li>To specify whether or not a Twitter interaction is automatically accepted when a Interaction Server Invite event is received, configure the {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:twitter-auto-answer}} option.</li>--> | ||
| + | </ol> | ||
| + | ==Configuration Options== | ||
You use the following options in the '''[interaction-workspace]''' section to configure Twitter interactions: | You use the following options in the '''[interaction-workspace]''' section to configure Twitter interactions: | ||
* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-twitter-can-use}} — Enables agent to use the Twitter channel. <!--* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace: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 Configuration Guide. --> | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-twitter-can-use}} — Enables agent to use the Twitter channel. <!--* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace: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 Configuration Guide. --> | ||
Revision as of 20:02, November 29, 2018
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
Enabling the Twitter channel
You can enable agents to use the Twitter channel to handle inbound Twitter interactions from a contact that is stored in Universal Contact Server (UCS).
Before you begin, ensure that the following prerequisites are met:
- A working knowledge of Genesys Administrator.
- The WS_Cluster application object exists in the Configuration Database.
- The WS_Cluster application has a connection to Universal Contact Server and Interaction Server.
- Enabling Agents To Manage Contacts.
- A capacity rule that allows Agents to receive Twitter interactions.
To enable the Twitter channel:
- Configure the Twitter options in the interaction-workspace section of the WS_Cluster application object. To enable the Twitter channel, configure the privilege.twitter.can-use configuration option.
Configuration Options
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.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.
- twitter.outbound-queue — Specifies the name of the queue in which an outbound interaction is to be placed when an agent has completed editing it.
- 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.