Workitems

Workitems are documents that might be directed to agents, supervisors, or managers for handling. They include many media types, such as faxes or PDFs, that a user might have to view while they are handling interactions of another type, such as email.

You use the following options in the [interaction-workitem] section to configure Workbins:

• Privilege options:
  • privilege.workitem-channels.can-use
  • privilege.<media-type>.can-decline
  • privilege.<media-type>.can-mark-done
  • privilege.<media-type>.can-move-to-workbin
  • privilege.<media-type>.can-one-step-transfer
  • privilege.<media-type>.can-set-interaction-disposition
• openmedia.workitem-channels
• <media-type>.auto-answer
• <media-type>.prompt-for-done
• <media-type>.ringing-bell
• intercommunication.<media-type>.queue
• intercommunication.<media-type>.routing-based-actions
• intercommunication.<media-type>.routing-based-targets
• workbin.<media-type>.in-progress
• workbin.<media-type>.in-progress.displayed-columns
• Contact options:
  • contact.lookup.<media-type>.enable
  • contact.lookup.<media-type>.enable-create-contact