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 Cloud_Cluster application object exists in the Configuration Database.
• The Cloud_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 Cloud_Cluster application object, following the generic rule: workbin.<media_type>.<workbin-nick-name>=<workbin-script-name> where media-type can be fax, sms, workitem, pdf, or other open media type.
   • Open Media:
     • workbin.<media-type>.in-progress: Specifies the name of the workbin that is to be used to store inbound workitems of a particular type for later processing.
     • workbin.<media-type>.<workbin-nickname>: Specifies the name of the workbin to be used to store interactions of a particular workitem media type.
     • workbin.<media-type>.<workbin-nickname>.displayed-columns: Specifies the list of interaction fields displayed as columns in the specified workbin.
     • privilege.<media-type>.can-move-to-workbin: Enables agents to move workitems of the specified type to a workbin.
     • privilege.<media-type>.can-mark-done: Enables agents to mark as Done workitems of the specified type.
   • Email:
     • workbin.email.draft: Specifies the name of the workbin to be used to store draft email.
     • workbin.email.draft.displayed-columns: Specifies the list of interaction fields displayed as columns in the workbin that stores draft email.
     • workbin.email.in-progress: 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.in-progress.displayed-columns: Specifies the list of interaction fields displayed as columns in the workbin that stores inbound email for later processing.
     • privilege.email.can-move-to-workbin: Enables an agent to move email interactions to workbins.
     • privilege.email.can-mark-done: Enables agents to mark as Done email interactions.
3. Grant the privilege.workbins.can-use privilege. To enable Team Leads to see the Workbins of agents who are members of the Agent Group for which the Team Lead is specified as a Supervisor, grant the following privilege: privilege.my-team-workbins.can-use.
4. Configure the following routing-based Intercommunication configuration options:
   • intercommunication.<media-type>.queue
   • intercommunication.<media-type>.routing-based-actions
   • intercommunication.<media-type>.routing-based-targets

Procedure: Enabling Workbin and Interaction Queue Search

In Workspace Agent Desktop you can enable the Interactions Search view. When enabled, agents can select the Interactions Search tab from theConnect group and then use a variety of advanced search controls to locate the interactions that they want to view. The search returns a maximum of 100 results.

Start

1. Activate the Interaction Search view. See privilege.contact.can-search-all-interactions.
2. Enable advanced searching. See privilege.contact.can-advanced-search-all-interactions.
3. Enable the filtering of interactions. See privilege.contact.can-filter-all-interactions.
4. Define the list of attributes that the agent can select in the Quick Search view. See contact.all-interactions-quick-search-attributes.
5. Define the list of attributes that the agent can select in the Advanced Search view. See contact.history-search-attributes.
6. Define the list of search types that the agent can use to define a date range for the search. See contact.date-search-types.
7. Define the columns displayed in the returned search results. See contact.all-interactions-displayed-columns.
8. Specify which interaction types (channels) are included in the Interaction Search view list of interactions. See contact.history.media-filters.

End

Advanced Search

The standard search enables agents to search for interactions by status, subject, start date, end date, contact first name, and contact last name. You can expand the capabilities of the advanced search by enabling agents to search for interactions based on the attributes listed in the Searchable Attributes table. You specify these criteria by using the contact.history-search-attributes option.

Searchable attributes

Attribute Name	Attribute Display Name	Comments
BccAddresses	Bcc Address	All types of email addresses
CcAddresses	Cc Address	All types of email addresses
ContactId	Contact	Name of a contact (Team Communicator is presented to select the contact)
EndDate	End Date	Date
EstablishedDate	Established Date	Date
FromAddress	From Address
FromPersonal	From Personal Part
Id	Interaction ID
Mailbox	Source mailbox
OwnerId	Processed By	Name of the agent. Team communicator is presented to select the agent
PhoneNumber	Phone Number
ReleasedDate	Released Date
ReplyToAddress	Reply-To Address
SentDate	Sent Date
StartDate	Start Date
Status	Status	To be selected among: All, InProgress, Done
Subject	Subject
SubtypeId	Interaction Sub-Type
Text	Interaction Text	Search in the body of the interaction (email (PlainText or HTML), chat (transcript)).
TheComment	Notes	Contains the note associated with the interaction
ToAddresses	To Address
TypeId	Interaction Type

Case Sensitivity

Search is case insensitive. TEST, tESt, test, and teST are all considered identical.

Phrase Search

Searches are Starts With searches unless quotation marks are used. When quotation marks are used, Workspace Agent Desktop employs an Exact search.

If an agent encloses a phrase in quotation marks, search results return only matches for the exact phrase.

Without quotation marks around a phrase, each word is searched for independently, and results are returned for all interactions that contain all the strings that start with the specified words. If not all of the phrase strings are found in an interaction, it will not be included in the search results.

Custom Attributes

You can define a search based on custom attributes. Custom attribute search employs an Exact Match strategy. Workspace Agent Desktop can search on either the Display name or the Attribute name.

To use a custom attribute, in the Interaction Attributes business attribute, define a new business attribute value where:

• Name = <Name of the custom attribute>
• Display Name = The name displayed in Workspace

Custom Attribute searches can either be presented as a text field where the agent must enter the exact search string to find a match, or you can configure Workspace to display a drop-down menu of search options so that agents do not have to type in the display name.

To do this:

1. Define a business attribute with a name = <Name of the custom attribute> (for example, "hobby") that corresponds to an Interaction Attribute value
2. Assign as the business attribute values the list of options and display names that will be displayed in the combo box for that attribute. For example:
   • Name = Baseball
     Display Name = Baseball
   • Name = Books
     Display Name = Books
   • Name = Cinema
     Display Name = Cinema
   • Name = DIY
     Display Name = Do It Yourself
   • Name = Sailing
     Display Name = Sailing
   • Name = Sports
     Display Name = Sports