Enabling Agents To Manage Contacts

Enabling contact history management

You can enable an agent to view and update the email and chat interaction history of a contact.

Before you begin, ensure that the following prerequisites are met:

• A working knowledge of Genesys Administrator Extension (GAX).
• The WS_Cluster application object exists in the Configuration Database.
• The WS_Cluster application has a connection to Universal Contact Server.

To enable contact history management

1. Configure the Contact options in the interaction-workspace section of the WS_Cluster application object.
2. Enable an index search on contacts to enable searches on contact interactions. For more information about enabling index searches, refer to the eServices 8.1 User's Guide.

Procedure: Enabling agents to manage contacts

Purpose: To enable an agent to view and manage contact information.

Prerequisites

• A working knowledge of Genesys Administrator Extension (GAX).
• The WS_Cluster application object exists in the Configuration Database.
• The WS_Cluster application has a connection to Universal Contact Server.
• The WS_Cluster application has a connection to Interaction Server.
• The agent object is configured to use one or more of the following media channels:
  • E-Mail
  • Chat

Start

1. In the feature-definition.json file, enable the api-multimedia feature.
2. Configure the Contact options in the interaction-workspace section of the WS_Cluster application object.

End

Procedure: Enabling the Contact Directory, Contact History, and My History

Purpose: To enable an agent to use the Contact Directory, Contact History, and My History views.

This functionality enables agents to search the contact data base, create new contacts, and delete existing contacts.

The Contact Directory supports two views, a grid and a list.

Prerequisites

• 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.

Start

1. In Genesys Administrator, create or update a Business Attribute in the tenant that contain(s) your agents.
   • The Type of the Business Attribute is Interaction Operation Attributes.
   • The Attribute values are the codes that are available for the agent:
     • name—Used in attached data.
     • annex—Used in the Agent interface. Include a settings section with these options:
       • is-sortable = true
       • is-searchable = true
2. Configure the following Interaction options in the interaction-workspace section of the WS_Cluster object:
   • Interaction option...
3. For the Contact Directory view, configure the Contact options in the interaction-workspace section:
   • contact.available-directory-page-sizes
   • contact.cache-timeout-delay
   • contact.default-directory-page-size
   • contact.directory-default-mode
   • contact.directory-displayed-columns
   • contact.directory-enabled-modes
   • contact.directory-search-attributes
   • contact.displayed-attributes
4. For the Contact History view, configure the Contact options in the interaction-workspace section:
   • contact.history-displayed-columns
5. For the My History view, configure the Contact options in the interaction-workspace section:
   • contact.myhistory-displayed-columns
6. Enable My History Search. You can enable basic and advanced searching in the My History tab in the Connect group for agents in your contact center and specify which advanced search options are displayed in Workspace Agent Desktop. With advanced searching enabled, agents can search their own interaction history by date range, interaction type, and specific default and custom attributes. The search returns a maximum of 100 results.
   1. Activate the basic search privilege. See privilege.contact.can-search-my-history.
   2. Enable advanced searching. See privilege.contact.can-advanced-search-my-history.
   3. Enable the filtering of interactions in the Contact History view. See privilege.contact.can-filter-my-history.
   4. Define the list of attributes displayed on the Advanced Search window. See contact.history-search-attributes.
   5. Define the list of date search options on the Advanced Search window. See contact.date-search-types.
   6. Specify which interaction types (channels) are included in the My History view list of interactions. See contact.history.media-filters.

End

Procedure: Enabling Last Routed Agent

Purpose: To enable the last routed agent feature, which saves information about the last agent who handled interactions from that contact in the Contact Profile. That information can then be used during the routing of subsequent interactions from this contact. When an agent actively handles an interaction of a given media type from a contact, the following keys are set in the Contact Profile:

• LastCalledAgent_EmployeeID
• LastCalledAgent_TimeStamp
• LCA_EmplID_<MediaType>
• LCA_TimeStamp_<MediaType>

Where <MediaType> corresponds to the media of the interaction.

Refer to the eServices and Routing documentation for more information about this feature.

Start

1. You can activate this feature by setting the following options in the interaction-workspace section:
   • To globally enable last routed agent, set the contact.last-called-agent.enable option to true
   • To activate it by media type, set contact.lookup.<media-type>.enable to true.

End