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Enabling Agents To Manage Contacts

Refer to Framework 8.1 Genesys Administrator Help and Genesys Administrator Deployment Guide for detailed information about how to use Genesys Administrator and Management Framework to configure access permissions.

Procedures

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

Start
  1. Allow the applicable Contact Actions privileges (see Contact Management Privileges) for the role to which the agent is assigned (refer to the Procedure: Creating a Role and allowing a Workspace privilege and assigning a Role to an agent or agent group).
  2. Configure the Contact options in the interaction-workspace section of the Workspace Application object (refer to the Contact configuration option reference for a list of Contact options and a description of how to configure them).

End

Purpose: To enable an agent to search for and manage contacts based on custom Business Attributes. Business Attributes must be configured to be searchable and sortable.
In the Universal Contact Server (UCS), each contact is defined by a set of attributes that are known as Business Attributes. Business Attributes are metadata for the contact fields in the contact database. Each Business Attribute value contains a description of one of the contact fields in the contact database.
Prerequisites

  • Genesys Administrator 8.0.2 or higher, configured to show Advanced View.
  • A working knowledge of Genesys Administrator 8.
  • A Workspace Application object exists in the Configuration Database.
  • Workspace has a connection to UCS.
  • The Procedure: Enabling agents to manage contacts
Start
  1. In Genesys Administrator, create a new Business Attribute by using the name and display name of the Custom Contact Attribute.
  2. Configure the new Business Attribute as follows:
    • Set the is-searchable to true option to make the Business Attribute available to contact searches.
    • Set the is-sortable to true option to make the Business Attribute available in the directory view.
  3. Add the Business Attribute to the list of searchable attributes in the Workspace contact.directory-search-attributes option.
  4. Configure the Workspace contact.directory-displayed-columns option by using the display name of the Business Attribute to enable the Business Attribute to appear as a column heading in search results (refer to the Contact configuration option reference for a list of Contact options and a description of how to configure them).
  5. To enable the Business Attribute to display in the record details for the contact, configure the Workspace contact.displayed-attributes option that is displayed (refer to the Contact configuration option reference for a list of Contact options and a description of how to configure them).

End


This page was last modified on May 30, 2014, at 07:05.

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