interaction.disposition.value-business-attribute
Section: interaction-workspace
Default Value: DispositionCode
Valid Values: The name of a valid Business Attribute.
Changes Take Effect: When the session is started or restarted.
Specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code. This option can be overridden by a routing strategy as described in the Configuration Guide.
interaction.disposition.use-attached-data
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Specifies that attached data can be added to the interaction in UserEvent. This option can be overridden by a routing strategy as described in the Configuration Guide.
interaction.disposition.key-name
Section: interaction-workspace
Default Value: DispositionCode
Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and space characters.
Changes Take Effect: When the session is started or restarted.
Specifies the key that is used to populate attached data or a user event when a disposition code is submitted to the back-end system, such as T-Server, Interaction Server, and Contact Server. This option can be overridden by a routing strategy as described in the Configuration Guide.
interaction.disposition.is-read-only-on-idle
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
If the value of this option is set to true, changes to case data after a voice interaction has been released are prevented. When values are modified or added after the voice call is released, the update is pushed to the back-end as a User Event when an agent clicks Done. This option can be overridden by a routing strategy as described in this Deployment Guide.
interaction.disposition.is-mandatory
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction. This option can be overridden by a routing strategy as described in the Configuration Guide.
twitter.outbound-queue
Section: interaction-workspace
Default Value: Twitter Outbound Queue
Valid Values: A valid name of a Script of type Interaction Queue.
Changes Take Effect: When the session is started or restarted.
Specifies the name of the queue in which an outbound interaction is to be placed when an agent has completed editing it.
twitter.default-queue
Section: interaction-workspace
Default Value: Twitter Outbound Init Queue
Valid Values: A valid name of a Script of type Interaction Queue.
Changes Take Effect: When the session is started or restarted.
Specifies the name of the queue in which outbound interactions are first created. This name must be identical to the name of the default queue in the configuration layer.
privilege.twitter.can-use
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
The agent is permitted to use the Twitter channel.
Twitter Interactions
Workspace supports the following functionality for Twitter interactions:
- Accept an interaction
- Reject an interaction
- Ignore an interaction
- Mark Done an interaction
- One-Step Transfer an interaction
- Set Interaction Disposition
You use the following options in the [interaction-workspace] section to configure Twitter interactions:
- privilege.twitter.can-use — Enables agent to use the Twitter channel.
- twitter.default-queue — Specifies the name of the queue in which outbound interactions are first created. This name must be identical to the the name of the default queue in the configuration layer.
- twitter.outbound-queue — Specifies the name of the queue in which an outbound interaction is to be placed when an agent has completed editing it.
- interaction.disposition.is-mandatory — Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction. This option can be overridden by a routing strategy.
- interaction.disposition.is-read-only-on-idle — Prevents changes to the disposition code after the interaction has been released. This option can be overridden by a routing strategy.
- interaction.disposition.key-name — The key that is used to populate attached data or a user event when a disposition code is submitted to the back-end system, such as T-Server, Interaction Server, and Contact Server. This option can be overridden by a routing strategy.
- interaction.disposition.use-attached-data — Enables the adding of attached data from the interaction in UserEvent. This option can be overridden by a routing strategy.
- interaction.disposition.value-business-attribute — A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code. This option can be overridden by a routing strategy.