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:

1. To enable the Twitter channel, grant the No results privilege.
2. Configure the following Twitter and associated options in the interaction-workspace section of the WS_Cluster application object:
   • No results: 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.
   • No results: Specifies the name of the queue in which an outbound interaction is to be placed when an agent has completed editing it.
   • No results: Specifies the path of the sound file Workspace plays when a Twitter interaction is ringing.
   • interaction.disposition.is-mandatory: Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction.
   • No results: Prevents changes to the disposition code after the interaction has been released.
   • interaction.disposition.key-name: 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.
   • interaction.disposition.use-attached-data: Enables the adding of attached data from the interaction in UserEvent.
   • interaction.disposition.value-business-attribute: Specifies 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.