Enabling Agents To Manage Contacts

Procedure: Enabling agents to manage contacts

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

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.
• 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
  • Facebook
  • Twitter

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 and Contact History

Purpose: To enable an agent to use the Contact Directory and Contact 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:

• contact.myhistory-displayed-columns
• contact.history-displayed-columns

Configure the Contact options in the interaction-workspace section.

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.last-called-agent.<media-type>.enable to true.

End