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intercommunication.<media-type>.routing-based-targets

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of valid object types from the following list: Agent, InteractionQueue
Changes Take Effect: When the session is started or restarted.


Specifies the list of targets that are contacted through the 'routing based' mechanism for the requests that are defined in the option 'intercommunication.<media-type>.routing-based-actions'. Note: The targets 'AgentGroup' and 'Skill' are always addressed through routing; therefore, they are not affected by this option.

intercommunication.<media-type>.routing-based-actions

Section: interaction-workspace
Default Value: OneStepTransfer
Valid Values: A comma-separated list of valid operation names from the following list: OneStepTransfer.
Changes Take Effect: When the session is started or restarted.


Specifies the list of 'routing based' actions that an agent is allowed to perform.

intercommunication.<media-type>.queue

Section: interaction-workspace
Default Value:
Valid Values: Name of a valid Script object of type Interaction Queue
Changes Take Effect: When the session is started or restarted.


Specifies the name of the Interaction Queue that is used by the 'routing based' feature for a Workitem. The following attached data are added by Worskpace: IW_RoutingBasedOriginalEmployeeId,IW_RoutingBasedTargetId,IW_RoutingBasedTargetType,IW_RoutingBasedRequestType.

privilege.workbins.can-use

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables agents to access My Workbins.

workbin.email.in-progress

Section: interaction-workspace
Default Value:
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: When the session is started or restarted.


Specifies the name of the workbin that is to be used to store inbound email for later processing, after an agent explicitly saved the email or submitted an outbound reply.

workbin.email.draft

Section: interaction-workspace
Default Value:
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: When the session is started or restarted.


Specifies the name of the workbin to be used to store draft email.

workbin.<media-type>.in-progress

Section: interaction-workspace
Default Value:
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: When the session is started or restarted.


Specifies the name of the workbin that is to be used to store inbound workitems of a particular type for later processing.

(→‎Enabling Agent Workbins)
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You can enable agents to use Agent Workbins to receive and/or store contact interactions for future processing.
 
You can enable agents to use Agent Workbins to receive and/or store contact interactions for future processing.
  
−
* A working knowledge of Genesys Administrator.
+
* A working knowledge of Genesys Administrator Extension.
 
* The <tt>WS_Cluster</tt> application object exists in the Configuration Database.
 
* 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.
 
* The <tt>WS_Cluster</tt> application has a connection to Universal Contact Server and Interaction Server.
−
* [[EnablingAgentsToManageContacts|Enabling Agents To Manage Contacts]].
+
* [[EnablingAgentsToManageContacts|Your agents are enabled to manage contacts]].
  
 
To enable Agent Workbins:
 
To enable Agent Workbins:
Line 14: Line 14:
 
<ol type="1">
 
<ol type="1">
 
<li>Use [[Documentation/Composer|Genesys Composer]] to create a Workbin.</li>
 
<li>Use [[Documentation/Composer|Genesys Composer]] to create a Workbin.</li>
−
<li>In Genesys Administrator, declare the Workbin in the <tt>interaction-workspace</tt> section of the <tt>Options</tt> tab of the <tt>WS_Cluster</tt> application  object, following the generic rule: <tt>workbin.<media_type>.<workbin-nick-name>=<workbin-script-name></tt>.</li>
+
<li>In Genesys Administrator Extension, declare the Workbin in the <tt>interaction-workspace</tt> section of the <tt>Options</tt> tab of the <tt>WS_Cluster</tt> application  object, following the generic rule: <tt>workbin.<media_type>.<workbin-nick-name>=<workbin-script-name></tt>.
−
<li>Configure the following Workbin configuration options
+
<ul>
 +
<li>Open Media:
 +
* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-zmedia-type-zin-progress}}: The name of the workbin to be used to store interactions of the specified workitem media type.
 +
 
 +
 
 +
</li>
 +
<li>Email
 +
* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-email-draft}}: The name of the workbin to be used to store draft email interactions.
 +
* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace: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.
 +
 
 +
 
 +
 
 +
</li>
 +
<li>Chat</li>
 +
<li>Facebook:
 +
<!--* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-facebook-draft}}: The name of the workbin to be used to store a draft Facebook post.
 +
* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace: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.-->
 +
 
 +
 
 +
</li>
 +
<li>Twitter:
 +
<!--* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-twitter-draft}}: The name of the workbin to be used to store a draft Twitter post.
 +
* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace: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.-->
 +
 
 +
</li>
 +
</ul>
 +
</li>
 +
<li>Grant the {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-workbins-can-use}} privilege.</li>
 +
<li>Configure the following routing-based Intercommunication configuration options:
 
<ul>
 
<ul>
 
<li>{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:intercommunication-zmedia-type-zqueue}}
 
<li>{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:intercommunication-zmedia-type-zqueue}}
Line 26: Line 54:
 
</li>
 
</li>
 
</ol>
 
</ol>
−
 
−
==Configuration Options==
 
−
You use the following options in the '''[interaction-workspace]''' section to configure Workbins:
 
−
* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-email-draft}}: The name of the workbin to be used to store draft email interactions.
 
−
* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace: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.
 
−
<!--* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-facebook-draft}}: The name of the workbin to be used to store a draft Facebook post.
 
−
* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace: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.-->
 
−
<!--* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-twitter-draft}}: The name of the workbin to be used to store a draft Twitter post.
 
−
* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace: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.-->
 
−
* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:workbin-zmedia-type-zin-progress}}: The name of the workbin to be used to store interactions of the specified workitem media type.
 
  
 
[[Category:V:HTCC:9.0.0DRAFT]]
 
[[Category:V:HTCC:9.0.0DRAFT]]

Revision as of 18:47, January 2, 2019

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.

Enabling Agent Workbins

You can enable agents to use Agent Workbins to receive and/or store contact interactions for future processing.

  • A working knowledge of Genesys Administrator Extension.
  • The WS_Cluster application object exists in the Configuration Database.
  • The WS_Cluster application has a connection to Universal Contact Server and Interaction Server.
  • Your agents are enabled to manage contacts.

To enable Agent Workbins:

  1. Use Genesys Composer to create a Workbin.
  2. In Genesys Administrator Extension, declare the Workbin in the interaction-workspace section of the Options tab of the WS_Cluster application object, following the generic rule: workbin.<media_type>.<workbin-nick-name>=<workbin-script-name>.
    • Open Media:
    • Email
      • 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.
    • Chat
    • Facebook:
    • Twitter:
  3. Grant the privilege.workbins.can-use privilege.
  4. Configure the following routing-based Intercommunication configuration options:
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