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Handling Interactions

The following media types are supported by Workspace:

Workspace also supports the following functionality for various interaction types:

  • Case Data
  • Interaction Bar
  • Workbins
  • Standard Response Library
  • Spelling Check

Customer Case

The concept of a Customer Case enables the grouping of all the information about the active interactions of all types for a single customer in one location. The Customer Case facilities enable agents to store all information about the following actions in one location, as well as:

  • Handle two voice calls simultaneously.
  • Toggle between two calls.
  • Transfer/conference one or all interaction(s).

Evolution and Behavior of Attached Data or Case Data

Attached data that is relevant to a call evolves and changes as a call progresses through the system in a contact center. For example, during a Transfer or Conference, information about who transferred a call and when it is attached to the case data. Not all agents in the chain will see the same case data. This information can be retrieved through the contact database by agents who have the following privileges assigned:

  • Can Use Contact History CaseData
  • Can Use Contact My History

Displaying and Editing Case Information

1. Basic Attached Data Display

To display attached data key values in Workspace, you must first define a Business Attribute that contains a list of Business Attribute Values. The Names of Business Attribute Values correspond to the names of the attached data keys that you want to display. The Display Names of the Business Attribute Values display the key in the User Interface. You must then assign the name of this Business Attribute to the interaction.case-data.format-business-attribute option.

2. Translated attached data values

To display a value of attached data by using a display name instead of raw data, in addition to what is described in step #1, you must define an additional Business Attribute in which each Business Attribute Value represents a way to display this value in the User Interface:

  • Name of the Business Attribute Value is the raw attached value that is contained in the interaction
  • Display Name of the Business Attribute Value is the label that is used for rendering in the User Interface.

Next, you must define the annex of the Business Attribute Value that was defined in step #1 to represent this attached data, such as the following:

  • interaction-workspace/enum.business-attribute = the name of the Business Attribute that is defined to translated attached data value
  • interaction-workspace/read-only = true
  • interaction-workspace/display-type = enum

Example:

To display a key-value pair, such as "CallQuality = "0", which is stored in attached data, in the Case Information area of an interaction in Workspace, perform the following steps:

In Genesys Administrator:
1. Create a Business Attribute that is named "CaseData".
2. In this Business Attribute, create a Business Attribute Value that has the name Name="CallQuality" and Display Name = "Call Quality".
3. In the Workspace application object, set the value of the interaction-workspace/interaction.case-data.format-business-attribute to "CaseData"
Workspace can now display the attached data, but the value "0" will be displayed.
4. In Genesys Administrator:
a) Create a Business Attribute that is named enumCallQuality
b) In this Business Attribute, create the following Business Attribute Values:
Name = '0' and display name = '0 - Good'
Name = '1' and display name '1 - Poor'
Name = '2' and display name '2 - No audio'
5. In the "CallQuality" Business Attribute Value of the "CaseData" Business Attribute, set the following annex:
  • interaction-workspace/enum.business-attribute = enumCallQuality
  • interaction-workspace/read-only = true
  • interaction-workspace/display-type = enum

Enabling Attached Data Edition

You can configure Workspace to have the ability to edit the case and interaction information that is attached to an interaction. You can specify which key/value pairs are editable by an agent by adding a new section called interaction-workspace to the attribute in Genesys Administrator, and then defining its properties. When you define the properties of an attribute in a Business Attribute, you can also specify whether it has the property readonly or not. Attributes that are not readonly can be edited by agents that have the Can Use Contact History CaseData privilege configured.

An agent can only edit case information key/value pairs of those attributes that are displayed to the agent. The table Editing Case Information lists the case information business-attribute keys that can be configured to be editable. For each attribute, add a new section named interaction-workspace, then define the options according to the type (Boolean, string, integer, list, float, and date) of the attribute.

Editing Case Information
Attribute type Option Valid Values Default Value Description
Boolean display-type bool bool (for this type)
read-only true, false true Specifies whether this key name can be modified
bool.false-value false Value accepted for false
bool.true-value true Value accepted for true
string display-type string string (for this type)
read-only true, false true Specifies whether this key name can be modified
string.max-length 0 to Max Length 255 Maximum number of characters that are accepted for this option
integer display-type int int (for this type)
read-only true, false true Specifies whether this key name can be modified
int.min-value integer 0 Minimum value accepted
int.max-value integer 2147483647 Maximum value accepted
int.storage-type int or string string Type storage of the value
enum display-type enum enum (for this type)
read-only true, false true Specifies whether this key name can be modified
enum.business-attribute (link to business attributes) (none) Link to business attributes that define the enum value. By default the items in this list are sorted alphabetically. To move some or all of the fields to the top of the list, use the order option. This option must be created in the annex of the Business Attribute object that contains the list of values:
  • Section: interaction-workspace
  • Option: Order
  • Default value: ""
  • Valid values: A comma-separated list of Business Attribute Value names.
float display-type float float (for this type)
read-only true, false true Specifies whether this key name can be modified
float.min-value float 0 Minimum value accepted
float.max-value float 3.40282347E+38 Maximum value accepted
date display-type date date (for this type)
read-only true, false true Specifies whether this key name can be modified

Displaying Active URLs in Case Information

You can configure Workspace to render some key-values as clickable hyperlinks in the Case Information area and also enable previewing of web pages by tooltip on the clickable hyperlinks.

Use the following configuration options to control the way that hyperlinks are displayed, whether they are active or not, and to enable the display of a tooltip that displays a preview of the web page.

To control the display of hyperlinks in the Case Information area, format the attached data:

  • If the attached data contains a raw URL, the hyperlink will be displayed as a raw URL (for example, http://<your web site>).
  • If the attached data is formatted in the following way, the TITLE is displayed as a clickable hyperlink, and the target is the URL:
    • <a href="URL" title="TITLE" />
    • <a href="URL">TITLE<a/>

The Business Attribute Value of the key that contains the URL must contain the following key value: [interaction-workspace]/display-type=string

Add Key-Value Pair to the Case Information

You can enable the ability to edit the case information to add Key-Values that are missing from the case information. For example, the country or region contact information might be missing. If the agent obtains this information, the agent can edit the Case Information view to add the data value.

Pre-requisites:

  • Enable the following privilege to allow editing of case information: Case Information Can Add
  • To enable a key to be added, the key must be configured as editable (refer to Editing Case Information).

Interaction Bar

Workspace supports multiple simultaneous contact interactions. This means that agents can have more than one interaction open and active on their desktop simultaneously. The Interaction Bar is a feature of the Main Window that enables agents to track and access all their current interactions. Each interaction is represented by a block in the Interaction Bar view. The block contains contact information and interaction type to enable an agent to distinguish one interaction from another.

When an agent has one or more active interactions, each interaction can be displayed in one of three ways:

  • As a toolbar in the Interaction Bar
  • As a floating interaction window that is attached to the Interaction Bar
  • As an interaction window that is pinned to the Interaction Bar

For more information about the Interaction Bar, refer to the Workspace 8.5 Help and the Workspace 8.5 User's Guide.


To use the Interaction Bar, allow the Interaction Bar Privileges and set the Interaction Bar options.

Workbins

A workbin is like a shared queue for Agents, Places, Agents Groups, and Places Groups, in which an agent, supervisor, or manager can store e-mail and other multimedia interactions that are to be handled later. However, unlike with a queue, interactions that are stored in a workbin can be accessed in any order; interactions can be assigned to agents, places, agent groups, or place groups. Items that are stored in a workbin are owned by the owner of the workbin.

Open interactions can be added to a Workbin to be saved for future processing or collaborative processing by the agent, place, agent group, or place group. Interactions can also be distributed to workbins by Universal Routing Server.

For information about configuring Workbins, refer to Universal Routing 8.1 Interaction Routing Designer Help.

The desktop-draft-workbin workbin is normally configured by the Multimedia Configuration Wizard. However, you might have to create your workbins. Refer to Framework 8.1 Genesys Administrator Help and the eServices 8.1 User's Guide for information about defining Scripts in Configuration Server.

Interaction Workspace employs the following privileges for all Workbin interactions:

  • Can Use Workbins

You can use configuration options in each section that defines a Workbin to configure the behavior of each Workbin in Workspace (refer to Section: interaction-workspace).

Workbin and Queue Management

You can configure an agent who is specified as a Supervisor for an Agent Group to read and manage the contents of the workbins of the other Agent Group members. A Supervisor can also manage the contents of queues. This functionality is enabled by granting the following privileges according to the functionality that you want to enable:

  • Can Use My Team Workbins (InteractionWorkspace.Workbins.canUseMyTeamWorkbins)—Enables the Team Lead to see the Workbins of the agents who are members of the Agent Group for which the Team Lead is specified as a Supervisor.
  • Can Use Interaction Management (InteractionWorkspace.InteractionManagement.canUse)—Enables the Team Lead to see interactions that are filtered by pre-defined criteria.
  • Can Use Interaction Management Move to Queue (InteractionWorkspace.InteractionManagement.canMoveToQueue)—Enables the Team Lead who can use Interaction Management to move items from displayed workbins or from an Interaction Filter to an available Queue.
  • Can Use Interaction Management Move to Workbin (InteractionWorkspace.InteractionManagement.canMoveToWorkbin)—Enables the Team Lead who can use Interaction Management to move items from displayed workbins or from an Interaction Filter to another workbin.

Team Leads who are provisioned for Interaction Management can select single or multiple interactions in a workbin or a Queue and reassign them by moving them to other workbins or queues or mark them as Done.

Creating Interaction Filters for Team Leads

Agents who are granted the InteractionWorkspace.InteractionManagement.canUse privilege can view "snapshots" from the Interaction Server database of all the interactions that belong to specified queues. System administrators use Genesys Administrator to build interaction filters, and then use the interaction-management.filters option to assign the filters to Team Lead agents.

An interaction filter is a database request that is sent to the Interaction Server database. The following are examples of criteria that could be used to create a filter:

  • mediaType—The media type, for example email, of the interactions to be extracted.
  • age—The age of the interactions to be extracted. You could use this criteria to find interactions that have been received in the last 4 hours, or the ones that are older than 1 day, and so on.
  • Priority—The priority of the interactions to be extracted.
  • Queue—The name of the queue or a comma-separated list of queues in which the interactions to be extracted are stored.
  • Time in Queue—The time that the interactions to be extracted have been in the queue.
  • Received At—The date and time at which the interaction was received. The query can specify that the filter returns either all the interactions created on, before, or after this date, or in a range of two dates.

To create and use a filter in Workspace, do the following:

  1. Create a new Section for the Workspace application object that is the name of the filter (for example: FilterEmailAge).
  2. Configure options for the filter by using the names of fields in the Interaction Server database. The options correspond to the criteria for the interactions to be extracted from the database. The filter section must contain the following options:
    • category: The name of the category that contains the filter—for example: Email
    • condition: The complete filter—for example: (priority >= 2) AND (MediaType='email') AND (_age() > 172800). Refer to Specifying Filter Conditions for information about how to define the conditions of a filter.
    • display-name: The display name of the filter—for example: Older Than Two Days
    • displayed-columns: (Optional) The list of columns that are displayed for this interactions filter—for example: From,To,Subject,Received. If this option is not set, the displayed columns are taken from the interaction-management.interactions-filter.displayed-columns option.
    • queues: (Optional) The list of queues to which this filter applies—for example: email-routing-queue-inbound,email-default-queue.
    • case-data.business-attribute: Specifies the name of the Business Attribute that contains the Business Attribute Values that are used to filter and render attached data for an interaction displayed in this filter. Use the case-data.business-attribute option to enable agents who are configured to be supervisors to view different interaction content than the agents whom they supervise. This option is not mandatory. If it is not specified, Workspace displays the case data that is specified by the interaction.case-data.format-business-attribute option.
  3. For the Application object, Agent Group, or Agent, configure the value of the interaction-management.filters option to specify a comma-separated list of filters by the section name that you configured. For example: interaction-workspace\interaction-management.filters=FilterEmailAge.

Specifying Filter Conditions

A filter in Workspace is defined by specifying different property filters and linking them together by using AND and OR logical operators. A property filter is composed of a property name (for example: MediaType, Queue, or SubmittedBy) and a property value—for example, MediaType='email'.Refer to the Interaction Properties chapter of the eServices 8.1 User's Guide for detailed information about keywords, operators, and properties that can be used to query the Interaction Server database.

You can use System properties and Interaction Custom properties to define interaction filters. The following is the list of System properties:

  • AbandonedAt
  • AssignedAt
  • AssignedTo—The Employee ID of the agent to whom the interaction was last delivered
  • CompletedAt
  • DeliveredAt
  • ExternalId—The External interaction identifier (for example, the chat session ID)
  • HeldAt
  • InQueues—The suggested destination for the interaction (provided by Universal Routing Server(URS))
  • InteractionId
  • InteractionState (0=queued, 1=cached, 2=being processed by URS, 3=being handled by agent)
  • InteractionSubtype—The list of values comes from Interaction Subtype business attribute
  • InteractionType—The list of values comes from Interaction Type business attribute
  • IsLocked (0=unlocked, 1=locked)
  • IsOnline (0=offline, 1=online)
  • MediaType—The list of values comes from Media Type business attribute
  • MovedToQueueAt
  • OutQueues—The suggested destinations for a reply
  • ParentId
  • PlacedInQueueAt
  • PlaceInQueueSeq
  • Queue
  • ReceivedAt
  • ScheduledAt
  • SubmittedAt
  • SubmittedBy—The name of the client application that submitted the interaction
  • SubmitSeq
  • TenantId
  • Workbin
  • WorkbinAgentGroupId
  • WorkbinAgentId
  • WorkbinPlaceGroupId
  • WorkbinPlacedId

Custom Properties are defined in the Configuration Layer in the Interaction Custom Properties Business Attribute. Each Custom Property annex should have a section that is named translation. The translation section contains the translate-to option that has a value that corresponds to the name of a column in the interactions table of the Interaction Server database. The following property types for System and Custom are supported: Integer, String and Timestamp.

The name of the custom property (name of the Business Attribute value) can be used to define the interaction filter.

Property values have different types:

  • string—Strings are bracketed by single quote characters, for example: 'email'
  • date—Use the _timestamp keyword from Interaction Server for the value, for example: _timestamp('2013-11-21 14:12:00')
  • integer

Filter conditions use comparators and logical operators to test the value of a property against the value that is stored in the database field. The following operators are supported:

  • > (greater than)
  • < (less than)
  • >= (greater than or equal)
  • <= (less than or equal)
  • = (equal)
  •  != OR <> (different from/not equal)
  • LIKE (contains the string)—for example, MediaType LIKE '%a%' finds all of the media types that contain the letter a. The % character acts as a wildcard. If MediaType LIKE 'ema%' is used, then media types that begin with ema are found. If MediaType LIKE '%at' is used, then media types that end with at are found.
  • NOT LIKE (does not contain the string)

For interaction properties that have the String type, to avoid the problem of database formatting differences for empty strings, use the _empty and _not_empty keywords—for example, to filter all the interactions that have a ExternalId property that is non-null, use: _not_empty(ExternalId)

For Interaction properties that have the Timestamp type, use the keywords that are described in the Translations section of the eServices 8.1 User's Guide. Use the following Timestamp properties for filtering based on the Timestamps of interactions:

  • _age()—for example, _age() >= 86400 returns all interactions that are older than a day (86400 seconds)
  • _time_in_queue()
  • _current_time()
  • _timestamp()
  • _timestampdiff()
  • _timestampadd()
  • _time_in_same_queue()

To find all interactions that were received between November 24 and November 29, 2013, you would use the following conditions: ReceivedAt >=_timestamp('2013-11-23 00:00:00') AND ReceivedAt <= _timestamp('2012-11-29 00:00:00')

Important
To make the columns of the Interactions Table sortable, in the Interaction Custom Properties Business Attribute, you must explicitly declare the attribute as a column of the 'interactions' table of Interation Server Database.

Standard Responses Library

The Standard Responses Library (SRL) enables you to access a database of prewritten standard responses for interactions. Agents can insert these responses as replies into any e-mail, chat message, or instant message, or they can read them to the contact during a voice interaction.

Agents can modify the contents of a standard response after inserting it into an e-mail, chat message, or instant message.

The following information about the usage of standard responses is provided automatically to the Universal Contact Server by Workspace:

  • 0—The agent received suggested responses on the desktop but chose to ignore them and chose another one from the SRL.
  • 2—The agent received suggested responses on the desktop and chose one of them and replied.
  • 3—The agent did not receive a suggested response from the content analyzer and chose a standard response from the SRL.

Interaction Workspace employs the following privilege for the Standard Responses Library (SRL):

  • Can Use Standard Response Library

You use the following options in the interaction-workspace section to configure the SRL:

  • standard-response.default-search-type — Specifies the default search type that is used to search for text in Standard Response Library. If empty, the default search type AllKeywords is used.
  • standard-response.suggested-responses-min-relevancy — Specifies the minimum level of relevancy above which Suggested Responses will be shown from the Standard Response Library.
  • standard-response.categories—Specifies the Standard Response category names to which the agent is restricted. Only standard responses and sub-category trees of the specified categories are displayed to the agent.
  • standard-response.languages—Specifies the Standard Response languages to which the agent is restricted. Only standard responses of the specified languages are displayed to the agent. Languages are defined as Business Attributes in the Configuration Layer.

The standard-response.categories and standard-response.languages options can be overridden by a routing strategy. For example:

  1. Configure a Transaction object of type list. For example, the object could be named: IW_StandardResponseOverrideOptions.
  2. In the interaction-workspace section of the Agent configure the following options:
    • standard-response.languages = French
    • standard-response.categories = Financial Service,HTML,English/Email/Loan
  3. To the override options add the name of the key to be used in the Routing Strategy to the interaction-workspace section: interaction.override-option-key = IW_OverrideOptions (default).
  4. To the AttachedData in the strategy, add the following object name: IW_OverrideOptions = IW_StandardResponseOverrideOptions

For more information, refer to Modifying a Routing Strategy to Override Workspace Options, Based on Attached Data.

Spelling Check

The spelling-check feature enables agents to verify the spelling of text that they have entered in an e-mail or chat interaction. The spelling of the contents of an outgoing e-mail or chat interaction is verified against the default language dictionary.

The spelling-check feature steps through the text of replies, and underlines in red potentially misspelled words one by one. Agents can replace the underlined word with another word from a list of suggestions, add it to a custom dictionary, or ignore it.

The following languages are supported by default: English (US), English (UK), French, German, Spanish, Czech, Russian, Portuguese, and Italian.

Corporate Dictionary

There are two ways to add a corporate dictionary to the spelling-check feature. You can choose to combine these methods in the following execution order:

  1. Configure the spellchecker.corporate-dictionary option with a list of comma-separated corporate dictionary words. Words in this list are limited to 7-bit ASCII characters. For words that require a different character set, us the spellchecker.corporate-dictionary-file option. The file can handle any type of encoded characters.
  2. Configure the spellchecker.corporate-dictionary-file option with the absolute or relative path to your corporate dictionary text file. Each entry in the file should be on a separate line.

Procedure

Adding a new language dictionary to Workspace

Purpose:

To add a new spelling check language dictionary to Workspace.

Start

  1. Find the appropriate dictionary from the Open Office web site:
    http://extensions.services.openoffice.org/en/dictionaries
  2. Download the .oxt file and save it.
  3. Rename the .oxt file by using the following naming convention, which follows the ISO 639-1 and ISO 3166 standard codes:
    <language-code>-<country-code>.oxt
  4. Copy this file to [IW install location]/Dictionaries.
  5. Restart Interaction Workspace.
  6. The new language is then available in the dictionary language selection available in rich edit toolbar or by right-clicking in text areas.
    The following languages are supported by default: English (US), English (UK), French, German, Spanish, Czech, Russian, Portuguese, and Italian.

End

The Spelling Check Interaction Workspace User's Guide lesson demonstrates how to select a language in the E-Mail Interaction interface (it applies to the interfaces of other interaction types as well.

The above procedure implements two "spellchecker" configuration options. You can use these options to configure the behavior of the Spelling Check feature. Use the spellchecker.corporate-dictionary-file option to point to a text file that contains a list of spelling words.

You can also customize the language pack for Workspace.


This page was last edited on October 16, 2015, at 15:17.

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