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resourcename.fieldname

Section: business-attributes
Default Value:
Valid Values:
Changes Take Effect: Immediately


Associates a Business Attribute key with the name of the Business Attribute configured in the proper tenant.

  • Possible resource name values are:
    • Service
    • State
    • Task
  • Possible field name values to map are:
    • type (for service type)
    • disposition
    • application_type
    • resource_type
    • media_type
  • Such as, for instance: Service.service_type, Task.disposition, State.media_type.
Important
  • If there is no configuration for a given field, Context Services automatically allows any valid integer value for this field. In this case, your application is responsible for the value's validity.
  • A Business Attribute can be mapped to several resource fields. For instance, the Service.media_type and Task.media_type string can both point to the "MediaType" Business Attributes.

map-names

Section: business-attributes
Default Value: false
Valid Values: String
Changes Take Effect: Immediately


Set to true to return the Names of Business Attribute Values instead of DB IDs in the responses for GET operations; false (default) to return the DB IDs of Business Attribute Values in the responses for GET operations.

Customizing Journey Timeline

Important
Prerequisites: You need to enable profiles in UCS.

Customizing Journey Timelines

All customization can be done in a few steps:

  1. Edit the <Context_Services_HOME>/files/configprofileconfig.json file that contains all information relative to the displayed data of the timeline UI.
  2. Read further sections explaining how you can create new data to be displayed for both states and profiles, then edit the profileconfig.json file.
  3. Be sure to restart your Context Services application after you saved your edits.
Important
Make sure to save this file in UTF-8.If you remove the profileconfig.json file, then Journey Timeline loads the default settings.


Customizing Profiles

1

You can edit the information displayed in the GLOBAL_PROFILE_EXTENSIONS section of the profileconfig.json file:

  • Add or remove information in mapping and CustomerProperties section.
  • Edit icons and color for customerName, EmailAddress, and PhoneNumber fields.
  • Add or remove search menu items in the searchOptions section.
"GLOBAL_PROFILE_EXTENSIONS":{
    "mapping":{"Phone Number": "PhoneNumber", "Email":"EmailAddress", "Customer ID":"customer_id", "Anonymous ID": "Anonymous ID", "Country": "Country", "AddressState": "State", "Title":"Title", "City":"City", "Language":"Language"},
    "searchOptions":{"Phone Number": "PhoneNumber", "Email":"EmailAddress", "Customer ID":"customer_id", "Anonymous ID": "Anonymous ID"},
    
    "ExtraQueryOptions": {"include_profile":"yes"},

    "CustomerProperties": [{"label":"customer_id", "value":"Customer ID", "showInTable":"no", "primaryKey":"yes"},
                           {"label":"LastName", "value":"Last Name"},
                           {"label":"FirstName", "value":"First Name"},
                           {"label":"PhoneNumber", "value":"Phone"},
                           {"label":"EmailAddress", "value":"Email"},
                           {"label":"Country", "value":"Country"},
                           {"label":"AddressState", "value":"State"},
                           {"label":"Title", "value":"Title"},
                           {"label":"City", "value":"City"},
                           {"label":"Language", "value":"Language"}],

                           
    "customerName": {"icon":"fonticon icon-person", "color": "#2E69DB"},
    "EmailAddress": {"icon":"fonticon icon-email", "color":"#555D66"},
    "PhoneNumber": {"icon":"fonticon icon-phone", "color":"#A6AAAF"}
  }

Reversing Timeline Display

Introduced in: 8.5.207.05

The Journey Timeline can display a Conversation in reverse order with the latest events displayed on top of history. To activate the reverse order, edit the PROFILE_CONFIG section of the profileconfig.json file and add the following attribute: 

"TIMELINE_CUSTOMIZATION": {
    "stateOrder": "reverse"
}

Customizing Display for States

1

The UI displays name and state information about states in the timelines and details panels. You can expand this information by configuring which JSON extension your wish to display in the "STATE_EXPRESSIONS" section of the profileconfig.json file as explained below.


Mapping with extension

To add a JSON extension, to a service, state, or task, all you need to do is to specify the JSON extension value when creating or updating your resources with a REST query. For instance, you can define a new CRMData state extension with a simple POST query at state completion: 

POST http://localhost:8080/genesys/1/cs/services/711982/states/5362/end
{ 
        "service_id": 711982,
        "CRMData": {
            "caseNumber": “GF4GHL",
            "caseOwner": "Bogota 11:00 - 12:00"
        },
        "state_id": 2357138,
        "duration": 26,
        "state_type": “Support Ticket",
        "started": {
            "timestamp": "2015-04-08T11:50:46.287Z",
            "media_type": "mobile",
            "application_id": 5000
        },
        "completed": {
            "timestamp": "2015-04-08T11:50:46.313Z"
        }
    }

In the above code snippet, the CRMData extension contains two fields: caseNumber and caseOwner: 

"CRMData": {
   "caseNumber": "GF4GHL",
   "caseOwner": "Bogota 11:00 - 12:00"
        }

To display the CRMData extension in the state boxes of the UI, edit profileconfig.json and find the "STATE_EXPRESSIONS" section. This is where you can add an html expression used to display your extension information. 

"STATE_EXPRESSIONS":{
     "CRMData": <state expression>
}

The expression can include standard HTML elements and angular expression mapped with the extension fields, available in the additionalInfo object.

  • If your extension is not an object, you can access its value by calling additionalInfo.values.
  • If your extension is an object, you can access field values by calling additionalInfo.values.<field_name>.

For instance, the fields of CRMData are available in additionalInfo.value.caseOwner and additionalInfo.value.caseNumber variables. The following code snippet shows how to display these fields in the state boxes of the UI. 

"STATE_EXPRESSIONS":{
     "CRMData": "<p> {{additionalInfo.value.caseOwner}}'s case number is {{additionalInfo.value.caseNumber}} </p>"
}

Customizing Timeline Icons for Service, Event, and Task

Configuring new Timeline Icons and Colors

  1. In the business-attributes section of your GMS application, configure map-names = true
  2. Define media_type=MediaType for Service, State, and Task as follows: #: Service.media_type=MediaType
    State.media_type=MediaType
    Task.media_type=MediaType
    See (resourcename.fieldname) for further details.
  3. Find the Business Attributes in your Environment. Create the MediaType Business Attribute.
  4. In MediaType, add New Business Attribute Values for media names such as voice, ivr, agent, email, and so on. For example, create the Business Attribute Value voice where the name field is voice.
  5. Modify and replace TIMELINE_ICONS and TIMELINE_COLORS with the MediaType names and, if required, the icons in the file located in
    <Installation folder>\gsg-app\gsg-server\gsg-web\src\main\webapp\develop\app\configuration\configuration.json

For example: 


"TIMELINE_ICONS": {
 "voice" : "fonticon icon-audio-voice",
 "voip" : "fonticon icon-agent",
 "email" : "fonticon icon-email",
 "vmail" : "fonticon icon-voicemail",
 "smail" : "fonticon icon-email",
 "chat" : "fonticon icon-chat",
 "video" : "fonticon icon-chat-video",
 "cobrowsing" : "fonticon icon-cobrowse",
 "whiteboard" : "fonticon icon-checkbox",
 "appsharing" : "fonticon icon-share",
 "webform" : "fonticon icon-page-single",
 "workitem" : "fonticon icon-agent-status-work",
 "callback" : "fonticon icon-iw-active-circle-callback",
 "fax" : "fonticon icon-printer",
 "imchat" : "fonticon icon-people-chat",
 "busevent" : "fonticon icon-event-cluster",
 "alert" : "fonticon icon-alert-triangle",
 "sms" : "fonticon icon-sms-transfer",
 "any" : "fonticon icon-help",
 "auxwork" : "fonticon icon-agent-status-work",
 "outboundpreview" : "fonticon icon-outbound",
 "trainingitem" : "fonticon icon-training",
 "smssession" : "fonticon icon-sms-message",
 "mms" : "fonticon icon-inspect",
 "mmssession" : "fonticon icon-inspect-chat",
 "default" : "fonticon icon-agent-status-queue-empty"
 },
 
"TIMELINE_COLORS": {
 "voice" : "#203B73",
 "voip": "#2E69DB",
 "email" : "#5E99FF",
 "vmail" : "#9BBCE0",
 "smail" : "#5A6B8C",
 "chat" : "#0F6A51",
 "video" : "#569180",
 "cobrowsing" : "#14819C",
 "whiteboard" : "#7EC0C2",
 "appsharing" : "#AFD6D2",
 "webform" : "#584FB3",
 "workitem" : "#7272E0",
 "callback" : "#B9B9F0",
 "fax" : "#575746",
 "imchat" : "#827C75",
 "busevent" : "#C9C4B7",
 "alert" : "#8C6542",
 "sms" : "#8A4D67",
 "any" : "#C48C88",
 "auxwork" : "#EBC8BE",
 "outboundpreview" : "#724787",
 "trainingitem" : "#B07EC2",
 "smssession" : "#D1B4D9",
 "mms" : "#555D66",
 "mmssession" : "#4AC764",
 "default" : "#555D66"
 },

Providing the media_type Parameter in GMS Requests

As a result, the timeline uses the customized icons to display GMS requests that include one of MediaType Business Attribute Values in the media_type parameter.

  • If the media_type parameter includes an invalid value, the request fails.
  • By default, if the request is missing the media_type parameter, the timeline uses the icon corresponding to "media_type": "any" .
  • If you provide a valid media_type which is not mapped with any value in the TIMELINE_ICONS and TIMELINE_COLORS arrays, the timeline uses the icon corresponding to "media_type": "default".

List of Supported Icons

Here is the list of available icons: 

icon-24-control-pause 
icon-24-control-pause-solid 
icon-24-control-play 
icon-24-control-play-solid 
icon-24-graph-bar 
icon-24-graph-edit 
icon-24-graph-grid 
icon-24-graph-line 
icon-24-graph-stack 
icon-8-dropdown-arrow-small 
icon-access 
icon-actionable 
icon-actionable-disable 
icon-actionable-notset 
icon-add 
icon-add-bold 
icon-adjust 
icon-agent 
icon-agent-add 
icon-agent-edit 
icon-agent-group 
icon-agent-offline 
icon-agent-ready 
icon-agent-ready-partial 
icon-agent-search 
icon-agent-status-busy 
icon-agent-status-not-ready 
icon-agent-status-out-of-service 
icon-agent-status-queue-empty 
icon-agent-status-queue-full 
icon-agent-status-queue-part-full 
icon-agent-status-ready 
icon-agent-status-ready-partial 
icon-agent-status-unavailable 
icon-agent-status-unknown 
icon-agent-status-work 
icon-agent-time 
icon-agent-unavailable 
icon-aix 
icon-alert-checkmark 
icon-alert-circle 
icon-alert-info 
icon-alert-octo 
icon-alert-triangle 
icon-app-all 
icon-app-chart 
icon-app-generic 
icon-app-layout 
icon-app-table 
icon-arrow-down 
icon-arrow-left 
icon-arrow-right 
icon-arrow-up 
icon-attach 
icon-audio-disable 
icon-audio-music 
icon-audio-no 
icon-audio-rec 
icon-audio-rec-disable 
icon-audio-voice 
icon-audio-yes 
icon-bar-graph-variable-1 
icon-bar-graph-variable-2 
icon-biz-attribute 
icon-biz-attribute-disable 
icon-blocks 
icon-book-address 
icon-book-open-details 
icon-briefcase 
icon-calculator 
icon-calendar-day 
icon-calendar-generic 
icon-calendar-month 
icon-calendar-month-highlight 
icon-campaign 
icon-campaign-disable 
icon-cells 
icon-certificate 
icon-chat 
icon-chat-add 
icon-chat-disable 
icon-chat-edit 
icon-chat-edit-disable 
icon-chat-end 
icon-chat-forward 
icon-chat-multi 
icon-chat-oval 
icon-chat-oval-close 
icon-chat-oval-multi 
icon-chat-oval-transfer 
icon-chat-video 
icon-checkbox 
icon-checkbox-tick 
icon-checkmark-bold 
icon-chevron-left 
icon-chevron-right 
icon-circle-add 
icon-circle-arrow-down 
icon-circle-arrow-left 
icon-circle-arrow-right 
icon-circle-arrow-up 
icon-circle-close 
icon-circle-expand-down 
icon-circle-expand-left 
icon-circle-expand-right 
icon-circle-expand-up 
icon-clip-approve 
icon-clip-exchange 
icon-clip-list 
icon-clock 
icon-clone 
icon-close 
icon-close-bold 
icon-cloud-a 
icon-cloud-b 
icon-cobrowse 
icon-cobrowse-chat 
icon-cobrowse-end 
icon-collapse 
icon-column-direction 
icon-column-direction-active 
icon-configuration 
icon-configuration-disable 
icon-contact-add 
icon-contact-assign 
icon-contact-delete 
icon-contact-id 
icon-contact-id-fetch 
icon-contact-switch 
icon-control-backward 
icon-control-forward 
icon-control-left 
icon-control-right 
icon-control-skip-left 
icon-control-skip-next 
icon-control-skip-previous 
icon-control-skip-right 
icon-control-stop 
icon-cs-mobile 
icon-cs-social 
icon-cs-web 
icon-dash 
icon-dialpad 
icon-doc-add 
icon-doc-all 
icon-doc-all-save 
icon-doc-detail 
icon-doc-detail-add 
icon-doc-forward 
icon-doc-generic 
icon-doc-generic-b 
icon-doc-no 
icon-doc-phone-call 
icon-doc-save 
icon-download 
icon-dropdown-arrow 
icon-email 
icon-email-delete 
icon-email-forward 
icon-email-move-to-folder 
icon-email-reply 
icon-email-reply-all 
icon-email-resend 
icon-email-send 
icon-email-transfer 
icon-enterprise-extension 
icon-error-bold 
icon-escalate 
icon-event-cluster 
icon-expand 
icon-expand-down 
icon-expand-left 
icon-expand-right 
icon-expand-up 
icon-face-happy 
icon-face-neutral 
icon-face-sad 
icon-face-solid-happy 
icon-face-solid-sad 
icon-face-unknown 
icon-facebook-square 
icon-film 
icon-film-broadcast 
icon-filter 
icon-folder 
icon-folder-add 
icon-folder-disabled 
icon-folder-media 
icon-folder-open 
icon-folder-open-in 
icon-folder-open-out 
icon-folder-progress 
icon-follow 
icon-follow-disable 
icon-font-bold 
icon-font-decrease 
icon-font-increase 
icon-font-italic 
icon-font-style 
icon-font-underline 
icon-full-screen 
icon-generic 
icon-generic-disable 
icon-generic-laptop 
icon-generic-mobile-phone 
icon-generic-pc 
icon-generic-tablet 
icon-grab 
icon-graph-bar 
icon-graph-chart 
icon-graph-spark 
icon-grip-horizontal 
icon-grip-vertical 
icon-group 
icon-help 
icon-home 
icon-host 
icon-hp 
icon-in 
icon-in-small 
icon-inspect 
icon-inspect-chat 
icon-inspect-chat-disable 
icon-inspect-disable 
icon-ivr 
icon-ivr-disable 
icon-iw-active-circle-callback 
icon-iw-active-circle-campaign 
icon-iw-active-circle-chat-round 
icon-iw-active-circle-chat-square 
icon-iw-active-circle-doc 
icon-iw-active-circle-email 
icon-iw-active-circle-facebook 
icon-iw-active-circle-globe 
icon-iw-active-circle-media 
icon-iw-active-circle-phone-cancel 
icon-iw-active-circle-phone-conf 
icon-iw-active-circle-phone-dial 
icon-iw-active-circle-phone-pause 
icon-iw-active-circle-phone-play 
icon-iw-active-circle-phone-voice 
icon-iw-active-circle-question 
icon-iw-active-circle-rss 
icon-iw-active-circle-twitter 
icon-iw-active-circle-voice 
icon-iw-active-circle-voice-chat 
icon-iw-active-square-view 
icon-iw-arrow-outline-in 
icon-iw-circle-no-add 
icon-iw-circle-no-chevron-down 
icon-iw-circle-no-chevron-up 
icon-iw-circle-yes-add 
icon-iw-circle-yes-chevron-down 
icon-iw-circle-yes-chevron-up 
icon-iw-control-circle-back 
icon-iw-control-circle-fwd 
icon-iw-control-circle-home 
icon-iw-control-circle-play 
icon-iw-control-circle-stop 
icon-iw-done-and-stop 
icon-iw-history 
icon-iw-in-progress 
icon-iw-inspect-voice 
icon-iw-inspect-voice-cancel 
icon-iw-monitor-chat 
icon-iw-monitor-voice 
icon-iw-queue 
icon-iw-routing-point 
icon-iw-save 
icon-iw-save-as 
icon-iw-square-facebook-email 
icon-iw-square-facebook-no 
icon-iw-square-facebook-transfer 
icon-iw-square-facebook-workbin 
icon-iw-square-rss-transfer 
icon-iw-square-rss-workbin 
icon-iw-square-twitter-follow 
icon-iw-square-twitter-no 
icon-iw-square-twitter-transfer 
icon-iw-square-twitter-workbin 
icon-iw-video-suspend 
icon-iw-video-thumb-cancel 
icon-iw-video-thumb-show 
icon-iw-video-thumb-swap 
icon-iw-voice-inspect 
icon-iw-voice-inspect-cancel 
icon-link 
icon-linux 
icon-list-bullets 
icon-list-numbers 
icon-login-checkmark 
icon-login-error 
icon-login-info 
icon-merge 
icon-minimize 
icon-more 
icon-ms 
icon-network 
icon-notebook 
icon-out 
icon-out-small 
icon-outbound 
icon-page-multi 
icon-page-search 
icon-page-single 
icon-palette 
icon-parameter 
icon-parameter-group 
icon-pencil 
icon-people 
icon-people-chat 
icon-person 
icon-phone 
icon-phone-add 
icon-phone-chat-media 
icon-phone-conference 
icon-phone-decline 
icon-phone-disabled 
icon-phone-forward 
icon-phone-hold 
icon-phone-incoming 
icon-phone-pause 
icon-phone-rec 
icon-phone-rec-pause 
icon-phone-rec-resume 
icon-phone-rec-stop 
icon-phone-voice 
icon-phone-voice-retrieve 
icon-phones 
icon-picture 
icon-pie-chart 
icon-pin 
icon-pin-alert 
icon-pin-check 
icon-pin-sold-remove 
icon-pin-solid 
icon-pin-solid-add 
icon-pin-time 
icon-pin-zoom-in 
icon-pin-zoom-out 
icon-pinned 
icon-play-list 
icon-printer 
icon-progress-bar 
icon-radio 
icon-radio-active 
icon-refresh 
icon-refresh-with-feedback 
icon-reload 
icon-remember 
icon-reset 
icon-rss 
icon-rss-square 
icon-screen-rec-pause 
icon-screen-rec-record 
icon-screen-rec-resume 
icon-screen-rec-stop 
icon-search 
icon-search-next 
icon-search-previous 
icon-searched-term 
icon-secure 
icon-select 
icon-select-no 
icon-select-yes 
icon-server 
icon-server-add 
icon-settings-gear 
icon-settings-gears 
icon-settings-sliders 
icon-share 
icon-sharethis 
icon-shuffle 
icon-site 
icon-site-disable 
icon-skills 
icon-slide-back 
icon-slide-fwd 
icon-small-checkmark 
icon-small-close 
icon-small-plus 
icon-sms-cancel 
icon-sms-message 
icon-sms-reply 
icon-sms-transfer 
icon-solaris 
icon-special-g-brandmark 
icon-star-edit 
icon-star-outline 
icon-stars 
icon-stars-add 
icon-stars-lock 
icon-stars-remove 
icon-superviser-chat-cancel 
icon-supervisor 
icon-supervisor-cancel 
icon-supervisor-chat 
icon-supervisor-voice 
icon-supervisor-voice-cancel 
icon-switch 
icon-switch-disable 
icon-symbol-man 
icon-symbol-woman 
icon-tag-stat-add 
icon-tag-stat-remove 
icon-team-communicator 
icon-tenant 
icon-tenant-disable 
icon-text-centered 
icon-text-generic 
icon-text-indent-left 
icon-text-indent-right 
icon-text-justify-center 
icon-text-justify-full 
icon-text-justify-left 
icon-text-justify-right 
icon-text-spelling 
icon-thumbs-down 
icon-thumbs-up 
icon-tick 
icon-timeline 
icon-toggle 
icon-toggle-off 
icon-toggle-on 
icon-training 
icon-trash 
icon-twitter 
icon-twitter-square 
icon-unmerge 
icon-video 
icon-video-add 
icon-video-disable 
icon-video-end 
icon-video-forward 
icon-video-pause 
icon-videocam-1 
icon-videocam-1-disable 
icon-videocam-2 
icon-videocam-2-disable 
icon-view-details-bottom 
icon-view-details-right 
icon-view-grid 
icon-view-list 
icon-view-stacked 
icon-view-tree 
icon-window-expand 
icon-zoom-in 
icon-zoom-out
This page was last edited on November 2, 2020, at 12:56.
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