Migrating from Workspace 8.5.2 to 9.0

If you are a user of Workspace Web Edition 8.5.2 who is migrating to Workspace Web Edition 9.0, there are many changes and differences between 8.5.2 and 9.0 that you should note. For configuration options, some have been renamed, some removed, and many new ones added, and some existing options have been updated. The Agent UI is also significantly updated; refer to this article for more information. Statistics are handled very differently in Workspace 9.

The following agent specific information is not carried over during the migrating process:

• Personal favorites (these must be added manually through Team Communicator)
• Missed calls

Important

Genesys Digital Messaging Server (DMS) is no longer used for Chat and other social channels. GWS 9 uses Genesys Digital Channels.

Renamed options

The following options have been renamed in Workspace 9.0 while their functionality remains the same as in Workspace 8.5.2:

8.5.2 option name	9.0 option name
expression.email-address	expression.identify.email-address
expression.phone-number	expression.identify.phone-number
expression.team-communicator-email-address	expression.validate.email-address
expression.team-communicator-phone-number	expression.validate.phone-number

Removed options

Workspace 9.0 no longer uses the Dashboard feature. The privilege.dashboard.can-use has been removed from the Workspace application template.

New options

Workspace 9 introduces many new interface elements to enhance the agent experience.

The Workspace 8.5.2 My Statistics tab has been replaced with the Performance tracker and Contact Center Statistics views. Use the following privileges to enable these views:

• Performance Tracker: privilege.performance-tracker.can-use
• Contact Center Statistics: privilege.monitor-dashboard.can-use

Updated options

The default value of some options have been updated.

• The default value of these options has been updated from true to false:
  • privilege.contact.can-use
  • privilege.contact.can-delete-contact
  • privilege.SRL.can-use
  • privilege.chat.can-use
  • privilege.email.can-use
  • privilege.workbins.can-use
• The default value of these options has been updated from Ready,NotReady,NotReadyReason,AfterCallWork,AfterCallWorkReason,Dnd,LogOff to Ready,NotReady,NotReadyReason,AfterCallWork,AfterCallWorkReason,LogOff:
  • agent-status.enabled-actions-global
  • agent-status.enabled-actions-by-channel

Statistics Definitions

The definitions of statistics used in the Performance Tracker, Contact Center Statistics, and Team Communicator have been updated. In Workspace 8.5, the Server-side Statistics configuration was handled in the statistics.yaml configuration file from Genesys Web Services. In Workspace 9.0, Server-side Statistics configuration is found in the CloudCluster application in Genesys Administrator Extension; they are defined by the statistics.definitions.XXX sections.

Each statistics definition is stored in its own section. The naming convention for section must follow this pattern: statistics.definitions.<some unique name>. The placeholder <some unique name> may contain only alphanumeric characters and the "_" (underscore) character.

The format for <some unique name> is <StatisticName>_<region>. For example, the section for the AverageHadlingTime statistic in the XYZ region would be statistics.definitions.AverageHadlingTime_XYZ. If the statistic is not region specific, then the definition would be statistics.definitions.AverageHadlingTime.

Each statistic section will contain following mandatory and optional properties:

Property Name	Type/Allowed values	Mandatory	Default Value	Description
category	StatisticCategory (see Enum table)	Y	N/A	Statistic category (see Stat Server User's Guide).
distinguishByConnId	boolean	N	false	See Stat Server User's Guide.
dynamicFilter	See description.	N	N/A	Statistic filter. Specify the definition of the corresponding value. This is not the filter already configured (see Stat Server User's Guide).
dynamicTimeProfile	See description.	N	N/A	Statistic time Profile. Specify the definition of the corresponding value. This is not the reference to time profile already configured (see Stat Server User's Guide).
dynamicUserDataFormula	see description	N	N/A	Statistic userDataFormula. Specify the definition of the corresponding value. This is not the reference to the object already configured (see Stat Server User's Guide).
extensions.*	String	N	N/A	Any property with a key that starts with extensions.*. This is used for filling KVList extensions in the corresponding open statistic request. Extensions mapping rules: Any property with a key starting with extensions. The prefix is considered to be part of extensions. Since Maps/KVLists support nested structures, the key is the path in extensions structure. For example, the extensions.leaf key means the property with key="leaf" in the extensions structure. The "extensions.nested.nleaf" key addresses the property accessible via the following path: extensions(KVList)->nested(KVList)->nleaf(property). It will be accessible as the "nleaf" property in KVList listA, where listA is accessible via the "nested" key in extensions. mapping ints: to denote that the value of a property is not string, but is int, the :int postfix is used after the key. For example, the extensions.ikey:int key means that the system will try to parse the value and place it as Integer in the extensions KVList with the ikey key (note that the :int part is removed). If there are multiple mappings for the same key, the behavior is undetermined. For example, you can define extensions.nested = "nested" (a string value with the "nested" key) and extensions.nested.sval=<some value>. In this example, nested is the name of the nested KVList that contains the "sval=<some value>" pair).
insensitivity	Non-negative integer	N	1	Positive insensitivity values allow a drastic reduction of the load on Stat Server and Stat Service (see Stat Server User's Guide).
intervalLength	Integer	N	N/A	Statistic interval length (see Stat Server User's Guide).
intervalType	StatisticIntervalType	N	N/A	Statistic interval type (see Stat Server User's Guide).
location	valid location	No	/	The location for this statistic. Specifies in which data center this statistic is available. It is a string that contains the comma-delimited path(s) of one or more folders (described by folder paths). The configuration object is visible/accessible to nodes which are in the specified folder(s) or its (their) descendants/children (if not hidden in descendant folders). Only one region or location is supported. For example: locations:null or "": A null or empty location means the root. The object is visible to all the nodes in the whole deployment. locations:"/US": The object will be visible to all nodes in folder in and under the US folder; for example: /US, /US/WEST, /US/EAST locations:"/EU,/APAC": The object will be visible to all nodes in folders in and under the EU and APAC folders.
mainMask	See description.	Y	N/A	Statistic main mask: a comma-delimited list of actions/states (see Stat Server User's Guide). The mask is parsed into PSDK ActionMask using the PSDK names for Actions (see Platform SDK API Reference). The type of Actions is specified by maskType.
maskType	MaskType	N	DN	Additional information allowing you to specify which mask type to use to parse main/relative masks. By default, the voice regular DN actions is used.
name	String: alphanumeric and the "_" (underscore) character	Y	N/A	The name of statistic. The name + location combination must be unique in the contact center. This property is used by clients to reference the statistic definition.
notificationFrequency	Positive integer	N	600 (10 mins)	The frequency, in seconds, for the receiving of updates from Stat Server for Periodical statistics.
notificationMode	NotificationMode (see Enum table)	Y	N/A	The notification mode: whether notification is received immediately upon a change in the statistic value or periodically.
objectTypes	Queue, RoutePoint, GroupAgents, GroupQueues, Agent	Y	N/A	A comma-delimited list of ObjectType. The types of objects (see Stat Server User's Guide) to which the statistic can be applied.
relativeMask	See description.	N	N/A	Statistic relative mask: comma-delimited list of actions/states (see Stat Server User's Guide). The mask is parsed into PSDK ActionMask using the PSDK names for Actions (see Platform SDK API Reference). The type of Actions is specified by maskType.
statisticExtension	String	N	N/A	The field used by the StatisticExtension mechanism. It is directly translated into the XAS_EXTENSION_NAME property of the corresponding open statistic request.
statisticExtensionSubcategory	String	N	N/A	The field used by the StatisticExtension mechanism. It is directly translated into the XAS_JAVA_SUBCATEGORY property of the corresponding open statistic request.
subject	StatisticSubject	Y	N/A	Statistic subject (see Stat Server User's Guide).
timeRange1	TimeRange	N	N/A	Statistic timeRange1. Specify the definition of the corresponding value. This is not the reference to object already configured (see Stat Server User's Guide). The following are the TimeRange supported formats: <int1>:<int2>: A pair of two non-negative integers with a colon (:) between. The left integer must be less than or equal to the right integer. <int1>-<int2>: A pair of two non-negative integers with minus (-) sign between. The left integer must be less than or equal to the right integer.
timeRange2	TimeRange	N	N/A	Statistic timeRange2. Specify the definition of the corresponding value. This is not the reference to object already configured (see Stat Server User's Guide). The following are the TimeRange supported formats: <int1>:<int2>: A pair of two non-negative integers with a colon (:) between. The left integer must be less than or equal to the right integer. <int1>-<int2>: A pair of two non-negative integers with minus (-) sign between. The left integer must be less than or equal to the right integer.

The following Enum values are supported:

Type	Values
MaskType	DN -> (PSDK)DNActions , ROUTE_POINT -> (PSDK) RoutePointActions, MEDIA -> (PSDK) MediaActions, CAMPAIGN -> (PSDK) CampaignActions
NotificationMode	Periodical, Immediate
ObjectType	Queue, RoutePoint, GroupAgents, GroupQueues, Agent
StatisticCategory	EstimTimeToComplete, CurrentTime, AverageCustomValue, RelativeNumber, TotalTime, CurrentStateReasons, ServiceFactor1, AverageNumberPerRelativeHour, ElapsedTimePercentage, TotalAdjustedTime, MinNumber, MinTime, CurrentMinTime, TotalNumber, RelativeTimePercentage, TotalNumberErrors, TotalDistinctTime, RelativeNumberPercentage, LoadBalance, TotalTimeInTimeRange, MinCustomValue, CurrentCustomValue, EstimWaitingTime, CurrentNumber, CurrentDistinctNumber, MaxTime, MaxNumber, CurrentMaxTime, AverageTime, TotalNumberPerSecond, EstimTimeToEndCurrentNumber, TotalCustomValue, CurrentMinCustomValue, AverageOfCurrentNumber, CurrentAverageCustomValue, CurrentRelativeTimePercentage, CurrentMaxCustomValue, CurrentNumberInTimeRange, JavaCategory, TotalNumberInTimeRangePercentage, TotalNumberInTimeRange, MaxCustomValue, CurrentState, AverageOfCurrentTime, LoadBalance1, TotalAdjustedNumber, CurrentNumberInTimeRangePercentage, CurrentRelativeNumberPercentage, Formula, CurrentAverageTime, CurrentContinuousTime, CurrentTargetState.
StatisticIntervalType	GrowingWindow, SlidingSelection, SinceLogin, SlidingWindow
StatisticSubject	DNStatus, DNAction, CampaignAction, AgentStatus, GroupStatus, PlaceStatus