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Work Items

DevGuide2.png Purpose: To provide information about customizable commands.

Learn about Work Items

Work items are extended interactions that your application can configure through the Configuration Manager. Basically, they implement the open media interactions. The commands presented in this page are restricted to the work items. In addition to the work-items commands, you can use:

  • Open Media to place interactions in a given queue, move them to workbins, and so on.
Important
Read Use Customizable Commands to see code snippets which demonstrate the usage of the commands.

Managing Work Items

The commands presented in this section are specific to work item interactions and cover the following features (this list is not exhaustive):

  • Accept or decline a given work item;
  • Pull and place in workbins;
  • Close or stop the interactions.
Chains of Commands to Manage Workitems
Default Commands Parameters
Chain InteractionWorkItemAccept
  • Accept
  • CommandParameter: IInteractionOpenMedia<ref name="IInteractionOpenMedia" > Genesyslab.Desktop.Modules.OpenMedia.Model.Interactions.IInteractionOpenMedia</ref>
  • Extensions: KeyValueCollection<ref name="KeyValueCollection" />
Chain InteractionWorkItemDecline
  • Decline
  • CommandParameter: IInteractionOpenMedia<ref name="IInteractionOpenMedia" />
  • Reasons: KeyValueCollection<ref name="KeyValueCollection" > Genesyslab.Enterprise.Commons.Collections.KeyValueCollection</ref>
  • Extensions: KeyValueCollection<ref name="KeyValueCollection" />
  • Close
  • CommandParameter: IInteractionOpenMedia<ref name="IInteractionOpenMedia" />
Chain InteractionWorkitemMarkDoneById
  • GetEsdkInteraction
    Available since: 8.5
  • CommandParameter: String<ref name="String" />
  • IsDispositionMissing
    Available since: 8.5
  • EsdkOpenMediaInteraction: IOpenMediaInteraction <ref name="IOpenMediaInteraction" > Genesys.Enterprise.Model.Interaction.IOpenMediaInteraction</ref>
  • ConfirmWorkitem
  • ActionToConfirm: String<ref name="String" > System.String</ref>
  • ConfirmParentWindow: Window<ref name="Window" > System.Window.Window</ref>
  • MarkDoneIdWorkitem
  • CommandParameter: String<ref name="String" />
  • WorkbinId: String<ref name="String" />
Chain InteractionWorkItemMoveToWorkbin
  • IsContactModified
  • CaseId: String<ref name="String" />
  • IsWorkbinDestinationDefined
  • WorkbinId: String<ref name="String" />
  • WorkbinOptionName: String<ref name="String" />
  • CommandParameter: IInteractionOpenMedia<ref name="IInteractionOpenMedia" />
  • IgnoreInteractionFromWorkbinId: String<ref name="String" />
    Added in 8.5
  • SetAttachedDadaInformation
  • CommandParameter: IInteractionOpenMedia<ref name="IInteractionOpenMedia" />
  • UpdateInteractionUCS
  • CommandParameter: IInteraction<ref name="IInteraction" > Genesyslab.Desktop.Modules.Core.Model.Interactions.IInteraction</ref>
  • MoveToWorkbin
  • CommandParameter: IInteractionOpenMedia<ref name="IInteractionOpenMedia" />
  • WorkbinId: String<ref name="String" />
  • WorkbinParameter: String<ref name="String" />
  • WorkbinType: WorkbinType
    Deprecated in 8.5
  • UpdateContactInformation
  • CommandParameter: IInteractionOpenMedia<ref name="IInteractionOpenMedia" />
Chain InteractionWorkItemPossibleToMoveToWorkbin
  • SetWorkbinDefinition
  • WorkbinId: String output parameter<ref name="String output parameter" > System.String output parameter</ref>
  • WorkbinOptionName: String, output parameter<ref name="String, output parameter" > System.String, output parameter</ref>
  • CommandParameter: IInteractionOpenMedia<ref name="IInteractionOpenMedia" />
  • IsWorkbinDestinationDefined
  • WorkbinId: String<ref name="String" />
  • WorkbinOptionName: String<ref name="String" />
  • CommandParameter: IInteractionOpenMedia<ref name="IInteractionOpenMedia" />
  • IgnoreInteractionFromWorkbinId: String<ref name="String" />
    Added in 8.5
Chain InteractionWorkitemPutBackToOriginalSource
  • IsContactModified
  • CaseId: String<ref name="String" />
  • PutBackWorkitem
  • CommandParameter: IInteractionOpenMedia<ref name="IInteractionOpenMedia" />
  • Destination: String<ref name="String" />
  • Reason: KeyValueCollection<ref name="KeyValueCollection" />
  • Extensions: KeyValueCollection<ref name="KeyValueCollection" />
  • Close
  • CommandParameter: IInteractionOpenMedia<ref name="IInteractionOpenMedia" />
  • UpdateContactInformation
  • CommandParameter: IInteractionOpenMedia<ref name="IInteractionOpenMedia" />
Chain InteractionWorkItemSearchAndMoveToWorkbin
  • IsContactModified
  • CaseId: String<ref name="String" />
  • SearchAndMoveToWorkbin
Chain InteractionWorkitemWorkflowFromInteractionESDK
  • ESDKWorkflow
  • CommandParameter: IIOpenMediaInteraction<ref name="IIOpenMediaInteraction" > Genesyslab.Enterprise.Model.Interaction.IIOpenMediaInteraction</ref>
  • Workflow: String<ref name="String" />
  • Reasons: KeyValueCollection<ref name="KeyValueCollection" />
  • Extensions: KeyValueCollection<ref name="KeyValueCollection" />
  • AttachedDataInformation: IDispositionCode<ref name="IDispositionCode" > Genesyslab.Desktop.Modules.Core.Model.Interactions.IDispositionCode</ref>
  • DispositionCode: KeyValueCollection<ref name="KeyValueCollection" />


Commands common to all interactions
Chain InteractionSetAttachedDataWithDelay

SetAttachedData

  • CommandParameter: IInteraction
  • AttachedData: KeyValueCollection
Chain BundleClose

GetAttachedDataInformationUCS

CommandParameter: IInteractionsBundle - Genesyslab.Desktop.Modules.Core.Model.Interactions.IInteractionsBundle

UpdateNotePadForVoice

  • CommandParameter: IInteractionsBundle

ResetInteractionChatConsultation

CommandParameter: IInteractionsBundle

IsContactModified

  • CaseId: String

IsPossibleToClose

CommandParameter: IInteractionsBundle

CompleteDispositionCodeOnBundle

CommandParameter: IInteractionsBundle

Close

CommandParameter: IInteractionsBundle

StopInteractionVoiceUCS

  • CommandParameter: IInteractionsBundle

GetOutboundPreviewRecord

CommandParameter: ICampaign - Genesyslab.Enterprise.Model.Interaction.ICampaign

References

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This page was last modified on April 16, 2014, at 13:02.

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