Jump to: navigation, search

interaction.case-data.content

Section: interaction-workspace
Default Value: History,CaseData
Valid Values: History, CaseData
Changes Take Effect: At the next interaction.
Modified: 8.5.106.19
Related Options: toast.case-data.content, display-format.caller-name

Specifies the content of the Case Information area in the interaction preview.

  • The CaseData key enables the display of the attached data that is defined by the interaction.case-data.format-business-attribute option; the relative order of case data keys can be specified in the configured Business Attribute object as described in that option.
  • The History key enables the display of interaction history information such as 'origin', 'queue', 'call type'. The content displayed in the 'history' block is controlled by the application and the list of keys depends on the context. Administrators do not have control over this content.
  • The order of the values in the option defines the order of the Case Data (as a block) and History (as another block) information in the Case Information area of the interaction preview
  • This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy. Starting from the 8.1.1 release, this option no longer controls the display of case information in the toast view. Please refer to the toast.case-data.content option for this purpose.

display-format.caller-name

Section: interaction-workspace
Default Value: $Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$
Valid Values: A string that contains a composition of characters and field codes from the following list: $Interaction.CaseId$, $Interaction.MainParty$, $Contact.X$, $AttachedData.Y$, $OutboundRecord.PhoneType$, $OutboundRecord.PhoneNumber$, $OutboundRecordField.Z$ (where X: name of contact attribute, Y: attached data key name, Z: name of custom outbound field).
Changes Take Effect: Immediately.
Dependencies: interaction.case-data.content, toast.case-data.content
Modified: 8.5.143.08

Specifies the content of the 'Origin; field of the Case Information area. This option is enabled when the value of the interaction.case-data.content or toast.case-data.content option contains the History key. This content is typically used when placing an outbound call where the origin contains a string such as 'outbound call to xxx'.

The content is populated based on contact attributes, attached data keys, or outbound record fields that are defined by a string that contains at least one of the following field codes: $Interaction.CaseId$, $Interaction.MainParty$, $Contact.X$, $AttachedData.Y$, $OutboundRecord.PhoneType$, $OutboundRecord.PhoneNumber$, $OutboundRecordField.Z$ (where X: name of contact attribute, Y: attached data key name, Z: name of custom outbound field). If the values of the default field codes are empty, the following field code is used: $Interaction.MainParty$.

display-format.outbound-record-name

Section: interaction-workspace
Default Value: $OutboundRecord.PhoneType$ - $OutboundRecord.PhoneNumber$
Valid Values: A string that contains the following field codes: $OutboundRecord.PhoneType$,$OutboundRecord.PhoneNumber$,$OutboundRecordField.X$ (where X is the name of the custom outbound field).
Changes Take Effect: At the next interaction.
Introduced: 8.5.143.08

Specifies how an outbound record from a record chain is displayed to an agent. The record is populated by a string of attributes that contains one or more of the following field codes: $OutboundRecord.PhoneType$, $OutboundRecord.PhoneNumber$, and $OutboundRecordField.X$, where X is the name of the custom outbound field.

display-format.caller-name

Section: interaction-workspace
Default Value: $Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$
Valid Values: A string that contains a composition of characters and field codes from the following list: $Interaction.CaseId$, $Interaction.MainParty$, $Contact.X$, $AttachedData.Y$, $OutboundRecord.PhoneType$, $OutboundRecord.PhoneNumber$, $OutboundRecordField.Z$ (where X: name of contact attribute, Y: attached data key name, Z: name of custom outbound field).
Changes Take Effect: Immediately.
Dependencies: interaction.case-data.content, toast.case-data.content
Modified: 8.5.143.08

Specifies the content of the 'Origin; field of the Case Information area. This option is enabled when the value of the interaction.case-data.content or toast.case-data.content option contains the History key. This content is typically used when placing an outbound call where the origin contains a string such as 'outbound call to xxx'.

The content is populated based on contact attributes, attached data keys, or outbound record fields that are defined by a string that contains at least one of the following field codes: $Interaction.CaseId$, $Interaction.MainParty$, $Contact.X$, $AttachedData.Y$, $OutboundRecord.PhoneType$, $OutboundRecord.PhoneNumber$, $OutboundRecordField.Z$ (where X: name of contact attribute, Y: attached data key name, Z: name of custom outbound field). If the values of the default field codes are empty, the following field code is used: $Interaction.MainParty$.

interaction.window-title

Section: interaction-workspace
Default Value: See the Description.
Valid Values: See the Description.
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.124.08

Defines the title of the interaction window that appears in the Windows Task Bar by specifying a string that contains the valid field codes. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

  • Default Value: ($Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$) - $Interaction.Type$ - $Window.Title$
  • Valid Values: $Window.Title$, $Application.Title$, $Application.Name$, $Agent.UserName$, $Agent.LastName$, $Agent.FirstName$, $Agent.EmployeeId$, $Contact.FirstName$, $Contact.LastName$, $Interaction.MainParty$, $Interaction.Type$

display-format.party-name-format

Section: interaction-workspace
Default Value: $Party.DisplayName$
Valid Values: A string that contains a compilation of characters or field codes from the following list: $Party.DisplayName$,$AttachedData.Y$
Changes Take Effect: Immediately.


Specifies the display format of parties which have not been identified as a customer or an agent, by specifying a string that contains either the name or the following field codes: $Party.DisplayName$ (the party phone number) or $AttachedData.Y$ (Y is the attached data key name where the value will be used as party name). This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

display-format.interaction-voice-name

Section: interaction-workspace
Default Value: $Interaction.Type$ ($Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$)
Valid Values: A string that contains a compilation of characters and field codes from the following list: $Interaction.Type$,$Interaction.MainParty$,$Contact.X$,$AttachedData.Y$ (where X is the name of contact attribute and Y is the attached data key name).
Changes Take Effect: Immediately.
Modified: 8.5.106.19

If the main interaction media type is voice, this option defines the format of the tooltip that is displayed when you place your mouse pointer on the 'Case' tab at the top of the window. It is specified by specifying a string of field codes: $Interaction.Type$,$Interaction.MainParty$,$Contact.X$,$AttachedData.Y$. Where X is the name of the contact attribute and Y is the name of the attached data key.

display-format.interaction-outbound-pull-preview-name

Section: interaction-workspace
Default Value: $Interaction.Type$ ($Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$)
Valid Values: A string that contains a compilation of characters and field codes from the following list: $Interaction.Type$,$Interaction.CaseId$,$Interaction.MainParty$,$Contact.X$,$AttachedData.Y$ (where X is the name of contact attribute and Y is the attached data key name).
Changes Take Effect: Immediately.


If the main interaction is an Outbound Pull Preview, this option defines the format of the tooltip that is displayed when you place your mouse pointer on the 'Case' tab at the top of the window. It is specified by specifying a string of field codes. Where X is the name of contact attribute, and Y is the attached data key name.

display-format.interaction-callback-name

Section: interaction-workspace
Default Value: $Interaction.Type$ ($Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$)
Valid Values: A string that contains a compilation of characters and field codes from the following list: $Interaction.Type$,$Interaction.CaseId$,$Interaction.MainParty$,$Contact.X$,$AttachedData.Y$ (where X is the name of contact attribute and Y is the attached data key name).
Changes Take Effect: Immediately.


If the main interaction is a Callback, this option defines the format of the tooltip that is displayed when you place your mouse pointer on the 'Case' tab at the top of the window. It is specified by specifying a string of field codes: $Interaction.Type$,$Interaction.CaseId$,$Interaction.Id$,$Interaction.MainParty$,$Contact.X$,$AttachedData.Y$
Where X is the name of the contact attribute and Y is the name of the attached data key.

display-format.customer-name-format

Section: interaction-workspace
Default Value: $Contact.FirstName$ $Contact.LastName$|$Party.DisplayName$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $Contact.X$ (where X is the name of the contact attribute.)
Changes Take Effect: Immediately


Specifies the content of the text that represents the contact in the call participants area of the voice interaction interface. This option is applicable when a UCS Contact has been assigned either automatically or manually to the interaction. The content is populated based on contact attributes and attached data keys that are defined by a string that contains the following field codes: $Contact.X$,$AttachedData.Y$ (where X is the name of the contact attribute, and Y is the attached data key name). This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

display-format.case-name-format

Section: interaction-workspace
Default Value: $Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $Case.Id$,$Interaction.MainParty$,$Contact.X$,$AttachedData.Y$ (X: name of contact attribute, Y: attached data key name)
Changes Take Effect: Immediately
Modified: 8.5.106.19

Defines the display format of the case label that is currently used by the application by specifying a string that contains the following field codes: $Case.Id$,$Interaction.MainParty$,$Contact.X$,$AttachedData.Y$ (X: name of contact attribute, Y: attached data key name). This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

display-format.caller-name

Section: interaction-workspace
Default Value: $Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$
Valid Values: A string that contains a composition of characters and field codes from the following list: $Interaction.CaseId$, $Interaction.MainParty$, $Contact.X$, $AttachedData.Y$, $OutboundRecord.PhoneType$, $OutboundRecord.PhoneNumber$, $OutboundRecordField.Z$ (where X: name of contact attribute, Y: attached data key name, Z: name of custom outbound field).
Changes Take Effect: Immediately.
Dependencies: interaction.case-data.content, toast.case-data.content
Modified: 8.5.143.08

Specifies the content of the 'Origin; field of the Case Information area. This option is enabled when the value of the interaction.case-data.content or toast.case-data.content option contains the History key. This content is typically used when placing an outbound call where the origin contains a string such as 'outbound call to xxx'.

The content is populated based on contact attributes, attached data keys, or outbound record fields that are defined by a string that contains at least one of the following field codes: $Interaction.CaseId$, $Interaction.MainParty$, $Contact.X$, $AttachedData.Y$, $OutboundRecord.PhoneType$, $OutboundRecord.PhoneNumber$, $OutboundRecordField.Z$ (where X: name of contact attribute, Y: attached data key name, Z: name of custom outbound field). If the values of the default field codes are empty, the following field code is used: $Interaction.MainParty$.

display-format.workbin.name

Section: interaction-workspace
Default Value: $Workbin.AnnexValue$|$Workbin.DictionaryValue$|$Workbin.DisplayName$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $Workbin.Name$, $Workbin.DisplayName$, $Workbin.DictionaryValue$, $Workbin.AnnexValue$.
Changes Take Effect: Immediately.
Introduced: 8.5.101.14
Modified: 8.5.109.16

Specifies the display format of the workbins that are displayed in Workbins view by specifying a string that contains a combination of string and field codes. The $Workbin.AnnexValue$ field code represents the display name of the object.

display-format.virtual-queue.name

Section: interaction-workspace
Default Value: $VirtualQueue.AnnexValue$|$VirtualQueue.DictionaryValue$|$VirtualQueue.Alias$|$VirtualQueue.Number$@$VirtualQueue.Location$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $VirtualQueue.Number$,$VirtualQueue.Alias$,$VirtualQueue.Location$,$VirtualQueue.DictionaryValue$,$VirtualQueue.AnnexValue$
Changes Take Effect: Immediately.
Modified: 8.5.101.14, 8.5.109.16

Specifies the display format of Virtual Queues by specifying a string that contains the following field codes: $VirtualQueue.Number$,$VirtualQueue.Alias$,$VirtualQueue.Location$,$VirtualQueue.DictionaryValue$,$VirtualQueue.AnnexValue$. If all field codes are empty, the following field codes are used: $VirtualQueue.Number$@$VirtualQueue.Location$.

display-format.skill.name

Section: interaction-workspace
Default Value: $Skill.AnnexValue$|$Skill.DictionaryValue$|$Skill.Name$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $Skill.Name$, $Skill.DictionaryValue$, $Skill.AnnexValue$.
Changes Take Effect: Immediately.
Introduced: 8.5.101.14
Modified: 8.5.109.16

Specifies the display format of the skills that are displayed in Team Communicator by specifying a string that contains a combination of string and field codes. The $Skill.AnnexValue$ field code represents the display name of the object.

display-format.routing-point.name

Section: interaction-workspace
Default Value: $RoutingPoint.AnnexValue$|$RoutingPoint.DictionaryValue$|$RoutingPoint.Alias$|$RoutingPoint.Number$@$RoutingPoint.Location$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $RoutingPoint.Number$,$RoutingPoint.Alias$,$RoutingPoint.Location$,$RoutingPoint.DictionaryValue$,$RoutingPoint.AnnexValue$
Changes Take Effect: Immediately.
Modified: 8.5.101.14, 8.5.109.16

Defines the display format of Routing Points by specifying a string that contains the following field codes: $RoutingPoint.Number$,$RoutingPoint.Alias$,$RoutingPoint.Location$,$RoutingPoint.DictionaryValue$,$RoutingPoint.AnnexValue$. If all field codes are empty, the following field codes are used: $RoutingPoint.Number$@$RoutingPoint.Location$.

display-format.interaction-queue.name

Section: interaction-workspace
Default Value: $InteractionQueue.AnnexValue$|$InteractionQueue.DictionaryValue$|$InteractionQueue.DisplayName$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $InteractionQueue.DisplayName$,$InteractionQueue.Name$,$InteractionQueue.Media$,$InteractionQueue.DictionaryValue$,$InteractionQueue.AnnexValue$
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.101.14, 8.5.109.16

Defines the display format of Interaction Queues by specifying a string that contains the following field codes: $InteractionQueue.Name$,$InteractionQueue.Media$,$InteractionQueue.DictionaryValue$,$InteractionQueue.AnnexValue$. If all field codes are empty, the following field codes are used: $InteractionQueue.Media$@$InteractionQueue.Name$.

display-format.folder.name

Section: interaction-workspace
Default Value: $Folder.AnnexValue$|$Folder.DictionaryValue$|$Folder.Name$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $Folder.Name$, $Folder.DictionaryValue$, $Folder.AnnexValue$.
Changes Take Effect: Immediately


Specifies the display format of the folders that are displayed in Disposition Code view and Case Data view.

display-format.business-attribute.name

Section: interaction-workspace
Default Value: $BusinessAttribute.AnnexValue$|$BusinessAttribute.DictionaryValue$|$BusinessAttribute.DisplayName$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $BusinessAttribute.Name$, $BusinessAttribute.DisplayName$, $BusinessAttribute.Description$, $BusinessAttribute.DictionaryValue$,$BusinessAttribute.AnnexValue$. The $BusinessAttribute.AnnexValue$ field code represents the display name of the object.
Changes Take Effect: Immediately.
Introduced: 8.5.101.14
Modified: 8.5.109.16

Specifies the display format of the business attributes that are displayed in Interaction View, Contact Directory, Contact Profile, Contact History, Media type, etc by specifying a string that contains a combination of string and field codes.

display-format.business-attribute.name

Section: interaction-workspace
Default Value: $BusinessAttribute.AnnexValue$|$BusinessAttribute.DictionaryValue$|$BusinessAttribute.DisplayName$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $BusinessAttribute.Name$, $BusinessAttribute.DisplayName$, $BusinessAttribute.Description$, $BusinessAttribute.DictionaryValue$,$BusinessAttribute.AnnexValue$. The $BusinessAttribute.AnnexValue$ field code represents the display name of the object.
Changes Take Effect: Immediately.
Introduced: 8.5.101.14
Modified: 8.5.109.16

Specifies the display format of the business attributes that are displayed in Interaction View, Contact Directory, Contact Profile, Contact History, Media type, etc by specifying a string that contains a combination of string and field codes.

display-format.agent-group.name

Section: interaction-workspace
Default Value: $AgentGroup.AnnexValue$|$AgentGroup.DictionaryValue$|$AgentGroup.Name$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $AgentGroup.Name$, $AgentGroup.DictionaryValue$, $AgentGroup.AnnexValue$.
Changes Take Effect: Immediately.
Introduced: 8.5.101.14
Modified: 8.5.109.16

Specifies the display format of the skills that are displayed in Team Communicator, My Statistics, and Voice Mail by specifying a string that contains a combination of string and field codes.

The $AgentGroup.AnnexValue$ field code represents the display name of the object.

display-format.action-code.name

Section: interaction-workspace
Default Value: $ActionCode.AnnexValue$|$ActionCode.DictionaryValue$|$ActionCode.Name$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $ActionCode.Name$, $ActionCode.DictionaryValue$, $ActionCode.AnnexValue$.
Changes Take Effect: Immediately.
Introduced: 8.5.101.14
Modified: 8.5.109.16

Specifies the display format of the action codes that are displayed in Global Agent Status Control and My Channels view by specifying a string that contains a combination of string and field codes.

The $ActionCode.AnnexValue$ field code represents the display name of the object.

display-format.acd-queue.name

Section: interaction-workspace
Default Value: $ACDQueue.AnnexValue$|$ACDQueue.DictionaryValue$|$ACDQueue.Alias$|$ACDQueue.Number$@$ACDQueue.Location$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $ACDQueue.Number$,$ACDQueue.Alias$,$ACDQueue.Location$,$ACDQueue.DictionaryValue$,$ACDQueue.AnnexValue$
Changes Take Effect: Immediately.
Modified: 8.5.101.14. 8.5.109.16, 8.5.117.18

Defines the display format of ACD Queues by specifying a string that contains the following field codes: $ACDQueue.Number$,$ACDQueue.Alias$,$ACDQueue.Location$,$ACDQueue.DictionaryValue$,$ACDQueue.AnnexValue$. If all field codes are empty, the following field codes are used: $ACDQueue.Number$@$ACDQueue.Location$.

display-format.folder.name

Section: interaction-workspace
Default Value: $Folder.AnnexValue$|$Folder.DictionaryValue$|$Folder.Name$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $Folder.Name$, $Folder.DictionaryValue$, $Folder.AnnexValue$.
Changes Take Effect: Immediately


Specifies the display format of the folders that are displayed in Disposition Code view and Case Data view.

display-format.action-code.name

Section: interaction-workspace
Default Value: $ActionCode.AnnexValue$|$ActionCode.DictionaryValue$|$ActionCode.Name$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $ActionCode.Name$, $ActionCode.DictionaryValue$, $ActionCode.AnnexValue$.
Changes Take Effect: Immediately.
Introduced: 8.5.101.14
Modified: 8.5.109.16

Specifies the display format of the action codes that are displayed in Global Agent Status Control and My Channels view by specifying a string that contains a combination of string and field codes.

The $ActionCode.AnnexValue$ field code represents the display name of the object.

Customizing display names

[Modified: 8.5.109.16, 8.5.120.05, 8.5.143.08, WSEP 8.5.114.05]

[Added: 8.5.101.14]

Workspace uses the display-format.* configuration options to enable you to customize how different interface elements are displayed to agents. They are also used to customize the display names of Framework objects, such as Routing Points and Queues, in the agent interface.

Tip
This article is a work in progress. Additional use cases and examples will be added in the future.

Customizing display names for configuration objects

The display-format.* configuration options enable you to specify the data source for the display names of different objects. For example:

  1. System attributes of configuration objects (for example, Routing Point Number or Agent Group Name)
  2. Custom Display names defined in custom dictionary files
  3. Custom Display names defined in the object Annex
  4. If none of the defined sources contain an actual string to display, Workspace displays the mandatory attribute value that is identified as the default for a particular object (for example, 'Number' for a DN).

You can use the display-format.* options to define multiple sources, separated by the ‘|’ character, which specifies the precedence order of the sources. Precedence order if from left to right. If nothing is defined for the first source, the next one is checked, and so on.

Configuring object display names using custom dictionary files

[Added: 8.5.101.14]

Starting with Workspace 8.5.100x.xx, the list of field codes for these options is extended to take local dictionary entries into account. For example, for the display-format.routing-point.name option, the following key is supported: $RoutingPoint.DictionaryValue$. This key selects the name for the routing point based on the value specified for it in the language dictionary file.

For the display-format.action-code.name option, if the $ActionCode.DictionaryValue$ key is specified, then the value for the action code will be selected from the dictionary that corresponds to the language that the agent specified at login.

For example, in custom.en-US.xml, the action code might be specified as:

{code}
<Value Id="ActionCode.Break" Text="Break"/>
{code}

And, in custom.fr-FR.xml, the same action code might be specified as:

{code}
<Value Id="ActionCode.Break" Text="Pause"/>
{code}

The following is an example of a custom dictionary that specifies alternate text for configuration objects:

<?xml version="1.0" encoding="utf-8" ?>
<Dictionary EnglishName="English" CultureName="English" Culture="en-US">
 <!-- [<Tenant>].<object-type>.[<switch>].<object-identifier> (where [<Tenant>] and [<switch>] are optional) -->

 <Value Id="defaultTenant.RoutingPoint.LucentG3.122" Text="Routing Point 122" />
 <Value Id="defaultTenant.ACDQueue.LucentG3.80001" Text="ACD Queue 80001" />
 <Value Id="defaultTenant.InteractionQueue.any-queue-to-agent-group-8002" Text="Interaction Queue for Agent Group 8002" />
 <Value Id="defaultTenant.InteractionQueue.email-routing-queue-inbound" Text="Interaction Queue for inbound emails" />
 <Value Id="defaultTenant.ActionCode.Break" Text="Coffee Break" />
 <Value Id="defaultTenant.Workbin.email-draft-wb" Text="Rough copy Emails" />
 <Value Id="defaultTenant.BusinessAttribute.DispositionCode" Text="Disposal Code" />
 <Value Id="defaultTenant.BusinessAttribute.DispositionCode.DC_Accepted" Text="Taken" />
 <Value Id="defaultTenant.Skill.Email-QualityConfidencePercentageSkill" Text="Email skill" />
 <Value Id="defaultTenant.AgentGroup.Agent Group 80001" Text="Lucent Agent Group 80001" />
</Dictionary>

Configuring display names in the Object Annex

[Added: 8.5.109.16] [Modified: 8.5.120.05, WSEP 8.5.114.05]

You can add a display name for certain configuration layer objects. This feature enables you to name objects without relying on a local dictionary file. This feature makes localization and centralization more efficient.

This method provides a way to configure the display name centrally instead of locally in a dictionary file by enabling you to specify key-value pairs in object Annex. Key-value pairs can be defined for a default language and for localization in alternative languages.

Important

To store a display name in an object Annex as a string value that does not use the character set that is used by Configuration Server, Configuration Server 8.1.3 or higher must be installed and its multi-language capability must be enabled. For example, using French accented characters in a U.S. English deployment or using Korean characters in a Japanese deployment. Refer to Deploying Genesys for Key Mixed Language Scenarios for information about supporting multi-language deployment.

For each object, the default display name is defined by using the interaction-workspace/display-name = <value> key-value pair.

For each object, additional language display names are defined by using the interaction-workspace/display-name.<ISO_language_code>-<ISO_country_code> = <value> key-value pair (for example, display-name.fr-CA for French Canadian.

The following precedence rules are followed for display names:

  • If a particular object type is configured to be displayed through the configuration Annex, Workspace tries at runtime to find a key-value pair that matches the locale that selected by the agent at login time.
  • If no match is found, Workspace uses the default display-name=value key-value pair.
  • If no default key-value pair is found, Workspace the value that is defined by the display-format.* options.

The following is an example of a display name in two different languages, the default, and French (France), that could be defined in the object Annex of a Routing Point:

  • interaction-workspace/display-name = 'Technical Support Queue': Used if there is no matching language specific entry for the locale selected by the agent in the login window.
  • interaction-workspace/display-name.fr-FR = 'File d'Attente du Support Technique': Used if the locale selected by the agent in login window is French (France) (fr-FR)

Use the display-format.folder.name option to specify the display format of folders that are displayed in the Disposition Code and Case Data views. You can localize the folder name using the $Folder.Name$ parameter. [Added: 8.5.120.05, WSEP 8.5.114.05]

Summary of Display Format options

[Modified: 8.5.109.16]

The table Summary of Display Format Options contains descriptions of all of the new and updated display-format configuration options that use the Dictionary Value keys to support this feature.

Summary of Display Format Options
Object Type Option Name Field codes to be used in display-format.* options Dictionary Key Format to be spcified in the XML dictionary if the $DictionaryValue$ is specified in display-format.* options Views affected by this option
DN - ACD Queue display-format.acd-queue.name $ACDQueue.DictionaryValue$, $ACDQueue.AnnexValue$ [<Tenant>].ACDQueue.<switch>.<dn-number> Team Communicator

Login views

Action Code display-format.action-code.name $ActionCode.DictionaryValue$, $ActionCode.AnnexValue$ [<Tenant>].ActionCode.<action-code-name> Global Agent Status Control (tooltip + drop down menu)

My Channels view

Agent Group display-format.agent-group.name $AgentGroup.DictionaryValue$, $AgentGroup.AnnexValue$ [<Tenant>].AgentGroup.<agent-group-name> Team Communicator

My Statistics

Voice Mail (shared voice mail boxes)

Business Attribute display-format.business-attribute.name $BusinessAttribute.DictionaryValue$, $BusinessAttribute.AnnexValue$ [<Tenant>].BusinessAttribute.<business-attribute-name> Interaction View (Case Information, Disposition Code)

Contact Directory

Contact Profile

Contact History (detail - case data)

Business Attribute display-format.business-attribute.name $BusinessAttribute.DictionaryValue$, $BusinessAttribute.AnnexValue$ [<Tenant>].BusinessAttribute.<business-attribute-name> Interaction View (Case Information, Disposition Code)

Contact Directory

Contact Profile

Contact History (detail - case data)

Media type (login, my channels, agent status, and so on)

Business Attribute Value [<Tenant>].BusinessAttribute.<business-attribute-name>.<business-attribute-value-name>
Folder display-format.folder.name $Folder.AnnexValue$, $Folder.DictionaryValue$, $Folder.Name$ Interaction View (Disposition Code, enum-tree KVP in Case Information and Outbound Record)
Script - Interaction Queue display-format.interaction-queue.name $InteractionQueue.DictionaryValue$, $InteractionQueue.AnnexValue$ [<Tenant>].InteractionQueue.<script-name> Team Communicator

Workbins view (My Interaction Queues)

DN - Routing Point display-format.routing-point.name $RoutingPoint.DictionaryValue$, $RoutingPoint.AnnexValue$ [<Tenant>].RoutingPoint.<switch>.<dn-number> Team Communicator

Login views

Skill display-format.skill.name $Skill.DictionaryValue$, $Skill.AnnexValue$ [<Tenant>].Skill.<skill-name> Team Communicator
DN - Virtual Queues display-format.virtual-queue.name $VirtualQueue.DictionaryValue$, $VirtualQueue.AnnexValue$ [<Tenant>].VirtualQueue.<switch>.<dn-number> Login Views
Script - Interaction Workbin display-format.workbin.name $Workbin.DictionaryValue$, $Workbin.AnnexValue$ [<Tenant>].Workbin.<script-name> Workbins view (My Workbin, My Team Workbins)

Masking a contact's phone number on inbound and outbound interaction views

[Added: 8.5.143.08]

Protecting the security and privacy of contacts is an important consideration, especially if you have agents who are working from home. You can use the configuration options in this section to hide the contact's phone number in the Interaction window. You can modify the default values of the configuration options that control the contact information that is displayed in inbound and outbound interactions. Workspace also supports plain text instead of field codes in the values of the following options:

For example, you can modify the default value of display-format.caller-name to replace $Interaction.MainParty$ with plain text such as XXXXXXXXXXX or Hidden Phone Number.

For Outbound interactions, use the following configuration options and replace the $OutboundRecord.PhoneNumber$ value with plain text to modify what your agents see in the Outbound interaction view:

  • display-format.outbound-record-name: Specifies how an Outbound Record from a Record Chain is displayed when presented to an agent. The content is populated based on record attributes by a string that contains the following field codes: $OutboundRecord.PhoneType$,$OutboundRecord.PhoneNumber$,$OutboundRecordField.X$, where X is the name of the custom outbound field. [Added: 8.5.143.08]
  • display-format.caller-name: Specifies the content of the 'Origin' field of the Case Information area. This option is enabled when the value of the interaction.case-data.content option contains the History key. This content is typically used when placing an outbound call where the origin contains a string such as "outbound call to xxx". The content is populated based on attached data keys or contact attributes (if there is a contact) or outbound record fields (if there is an outbound record) that are defined by a string that contains the following field codes: $Interaction.CaseId$,$Interaction.MainParty$,$Contact.X$,$AttachedData.Y$,$OutboundRecord.PhoneType$,$OutboundRecord.PhoneNumber$,$OutboundRecordField.Z$, where X is the name of contact attribute, Y is the attached data key name, and Z is the name of custom outbound field. If the values of the default field codes are empty, the following field code is used: $Interaction.MainParty$.

[Modified: 8.5.143.08]

This page was last edited on November 5, 2020, at 14:44.
blog comments powered by Disqus