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gui.magnification-factor

Section: interaction-workspace
Default Value: normal
Valid Values: normal, medium, large, xlarge
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.102.06

Specifies the ratio of the display size of interface elements in the Workspace interface to enable agents to view these interface elements at larger sizes. The following ratios are supported:

  • normal: 1.00 (legacy)
  • medium: 1.25
  • large: 1.50
  • xlarge: 1.75

This feature functions only with the default Workspace 8.5 GUI themes, and to custom themes that are developed according to the documentation and samples of the Workspace Developer's Guide. If the blue, royale, and fancy legacy themes are used, the magnification is forced to normal.

gui.themes

Section: interaction-workspace
Default Value: Default,HighContrast,Blue,Royale,Fancy
Valid Values: A comma-separated of theme names.
Changes Take Effect: When the application is started or restarted.


Specifies the list of themes that are displayed in the Change Theme menu. If this option contains only one theme, that theme is applied by default, and the theme selection menu will not be included in the agent interface. The HighContrast theme is meant primarily for accessibility.

<media-type>.ringing-bell

Section: interaction-workspace
Default Value: Sounds\Ring.mp3|10|-1|primary
Valid Values: All special characters that are valid Windows file path, '|' separator and numeric values.
Changes Take Effect: At the next interaction.
Dependencies: application.secondary-audio-out-device

Specifies the path of the sound file that is played when interaction of type <media-type> is ringing. For example: "Sounds\Ring.mp3|10|-1|primary" The value has four components that are separated by the character '|':

  1. The file name and folder relative to the application folder. In some virtual desktop environments, MP3 and other sound file formats cannot be rendered by Direct Show filters. In this scenario, use Direct Show compatible formats such as .wav.
  2. The priority. The higher the integer the higher the priority.
  3. The duration:
    1. -1 means play and repeat until an explicit message stops it. For example, the established event stops the ringing sound.
    2. 0 means play the whole sound one time.
    3. An integer > 0 means a time, in milliseconds, to play and repeat the sound.
  4. Specify whether tones are played on the default audio device, a secondary audio device, or both. If no value is specified for this flag, the value |primary is used by default.

voice.ringing-bell

Section: interaction-workspace
Default Value: Sounds\Ring.mp3|10|-1|primary
Valid Values: All special characters that are valid Windows file path, '|' separator and numeric values.
Changes Take Effect: At the next interaction.
Related Options: application.secondary-audio-out-device

Specifies the voice channel ringing sound-configuration string. For example: "Sounds\Ring.mp3|10|-1|primary" The value has four components that are separated by the character '|':

  1. The file name and folder relative to the application folder. In some virtual desktop environments, MP3 and other sound file formats cannot be rendered by Direct Show filters. In this scenario, use Direct Show compatible formats such as .wav.
  2. The priority. The higher the integer the higher the priority.
  3. The duration:
    1. -1 means plays and repeats until an explicit message stops it. For example, the established event stops the ringing sound.
    2. 0 means play the whole sound one time.
    3. An integer > 0 means a time, in milliseconds, to play and repeat the sound.
  4. Specifies whether tones are played on the default audio device, a secondary audio device, or both. If no value is specified for this flag, the value |primary is used by default.

sms.ringing-bell

Section: interaction-workspace
Default Value: Sounds\Ring.mp3|10|-1|primary
Valid Values: All special characters that are valid Windows file path, '|' separator and numeric values.
Changes Take Effect: At the next interaction.
Dependencies: application.secondary-audio-out-device, application.secondary-audio-out-device

Specifies the path of the sound file that is played when SMS interaction is ringing. For example: "Sounds\Ring.mp3|10|-1|primary" The value has four components that are separated by the character '|':

  1. The file name and folder relative to the application folder. In some virtual desktop environments, MP3 and other sound file formats cannot be rendered by Direct Show filters. In this scenario, use Direct Show compatible formats such as .wav.
  2. The priority. The higher the integer the higher the priority.
  3. The duration:
    1. -1 means play and repeat until an explicit message stops it. For example, the established event stops the ringing sound.
    2. 0 means play the whole sound one time.
    3. An integer > 0 means a time, in milliseconds, to play and repeat the sound.
  4. Specify whether tones are played on the default audio device, a secondary audio device, or both. If no value is specified for this flag, the value |primary is used by default.

chat.new-message-bell

Section: interaction-workspace
Default Value:
Valid Values: All special characters that are valid Windows file path, '|' separator and numeric values.
Changes Take Effect: Immediately


Specifies the configuration string for the new Chat Message sound. For example: "Sounds\bell.mp3|7|0|primary" The value has four components that are separated by the character '|':
1) The file name and folder relative to the application folder. It may happen that on some virtual desktop, MP3 or other sounds format cannot be rendered by Direct Show filters. Files format that can be played (.wav, …) with Direct Show must be used here.
2) The priority. The higher the integer the higher the priority.
3) The duration:
a) 0 means play the whole sound one time.
b) An integer > 0 means a time, in milliseconds, to play and repeat the sound.
4) The output devices:
a) primary means plays on the default output device.
b) secondary means plays on the output device specified by the application.secondary-audio-out-device option.
c) both means plays on both default output device and the output device specified by the application.secondary-audio-out-device option.

im.new-message-bell

Section: interaction-workspace
Default Value:
Valid Values: All special characters that are valid Windows file path, '|' separator and numeric values.
Changes Take Effect: Immediately
Related Options: application.secondary-audio-out-device, application.secondary-audio-out-device

Specifies the sound configuration string for a new Instant Message. For example: "Sounds\bell.mp3|7|0|primary" The value has four components that are separated by the character '|':

  1. The file name and folder relative to the application folder. In some virtual desktop environments, MP3 and other sound file formats cannot be rendered by Direct Show filters. In this scenario, use Direct Show compatible formats such as .wav.
  2. The priority -- The higher the integer the higher the priority.
  3. The duration:
    1. 0 means play the whole sound one time.
    2. An integer > 0 means a time, in milliseconds, to play and repeat the sound.
  4. Specify whether tones are played on the default audio device, a secondary audio device, or both. If no value is specified for this flag, the value |primary is used by default.

email.ringing-bell

Section: interaction-workspace
Default Value: Sounds\Ring.mp3|10|-1|primary
Valid Values: All special characters that are valid Windows file path, '|' separator and numeric values.
Changes Take Effect: At the next interaction.
Related Options: application.secondary-audio-out-device, application.secondary-audio-out-device

Specifies the path of the sound file that is played when E-Mail interaction is ringing. For example: "Sounds\Ring.mp3|10|-1|primary" The value has four components that are separated by the character '|':

  1. The file name and folder relative to the application folder. In some virtual desktop environments, MP3 and other sound file formats cannot be rendered by Direct Show filters. In this scenario, use Direct Show compatible formats such as .wav.
  2. The priority. The higher the integer the higher the priority.
  3. The duration:
    1. -1 means plays and repeats until an explicit message stops it. For example, the established event stops the ringing sound.
    2. 0 means play the whole sound one time.
    3. An integer > 0 means a time, in milliseconds, to play and repeat the sound.
  4. Specify whether tones are played on the default audio device, a secondary audio device, or both. If no value is specified for this flag, the value |primary is used by default.

chat.new-message-bell

Section: interaction-workspace
Default Value:
Valid Values: All special characters that are valid Windows file path, '|' separator and numeric values.
Changes Take Effect: Immediately


Specifies the configuration string for the new Chat Message sound. For example: "Sounds\bell.mp3|7|0|primary" The value has four components that are separated by the character '|':
1) The file name and folder relative to the application folder. It may happen that on some virtual desktop, MP3 or other sounds format cannot be rendered by Direct Show filters. Files format that can be played (.wav, …) with Direct Show must be used here.
2) The priority. The higher the integer the higher the priority.
3) The duration:
a) 0 means play the whole sound one time.
b) An integer > 0 means a time, in milliseconds, to play and repeat the sound.
4) The output devices:
a) primary means plays on the default output device.
b) secondary means plays on the output device specified by the application.secondary-audio-out-device option.
c) both means plays on both default output device and the output device specified by the application.secondary-audio-out-device option.

accessibility.visual-impairment-profile

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.113.11
Modified: 8.5.124.08
Related Options: accessibility.disable-hyperlinks

Specifies whether the profile for visually impaired users is active. This option enables more interface elements to be focusable (accessible from keyboard navigation and mouse-over) so that they can be navigated from Screen Reader applications. Beginning with version 8.5.113.11, Workspace enables agents to enter TABs in the email composition area of outgoing email interactions by pressing the TAB key if the value of this option is set to false; to use the TAB key to step to the next control or field, agents must first press Ctrl-TAB to step out of the text composition area. To disable this feature, set the value of this option to true; agents will not be able to enter TABS in the email composition area, but they can use the TAB key to move to the next control in the tab order.

accessibility.warning-message-bell

Section: interaction-workspace
Default Value:
Valid Values: All special characters that are valid Windows file path, '|' separator and numeric values.
Changes Take Effect: At the next interaction.
Dependencies: application.secondary-audio-out-device

Specifies the warning message sound-configuration string. For example: "Sounds\warning.mp3|10|0|primary" The value has four components that are separated by the character '|':

  1. The file name and folder relative to the application folder. In some virtual desktop environments, MP3 and other sound file formats cannot be rendered by Direct Show filters. In this scenario, use Direct Show compatible formats such as .wav.
  2. The priority -- The higher the integer the higher the priority.
  3. The duration:
    1. 0 means play the whole sound one time.
    2. An integer > 0 means a time, in milliseconds, to play and repeat the sound.
  4. Specify whether tones are played on the default audio device, a secondary audio device, or both. If no value is specified for this flag, the value |primary is used by default.

accessibility.interaction-state-change-bell

Section: interaction-workspace
Default Value:
Valid Values: All special characters that are valid Windows file path, '|' separator and numeric values.
Changes Take Effect: At the next interaction.
Dependencies: application.secondary-audio-out-device

Specifies the interaction state change sound-configuration string. For example: "Sounds\chord.mp3|5|0|primary" The value has four components that are separated by the character '|':

  1. The file name and folder relative to the application folder. In some virtual desktop environments, MP3 and other sound file formats cannot be rendered by Direct Show filters. In this scenario, use Direct Show compatible formats such as .wav.
  2. The priority. The higher the integer the higher the priority.
  3. The duration:
    1. 0 means play the whole sound one time.
    2. An integer > 0 means a time, in milliseconds, to play and repeat the sound.
  4. Specify whether tones are played on the default audio device, a secondary audio device, or both. If no value is specified for this flag, the value |primary is used by default.

accessibility.agent-state-change-bell

Section: interaction-workspace
Default Value:
Valid Values: All special characters that are valid Windows file path, '|' separator and numeric values.
Changes Take Effect: At the next interaction.
Dependencies: application.secondary-audio-out-device

Specifies the sound configuration string used when the agent state changes. For example: "Sounds\bell.mp3|7|0|primary" The value has four components that are separated by the character '|':

  1. The file name and folder relative to the application folder. In some virtual desktop environments, mp3 and other sound file formats cannot be rendered by DirectShow filters. In this scenario, use DirectShow-compatible formats such as .wav.
  2. The priority—The higher the integer the higher the priority.
  3. The duration:
    1. 0 means play the sound one time.
    2. An integer > 0 means a time, in milliseconds, to play and repeat the sound.
  4. Specify whether tones are played on the default audio device, a secondary audio device, or both. If no value is specified for this flag, the value |primary is used by default.

gui.editor-zoom-range

Section: interaction-workspace
Default Value: 100
Valid Values: Blank, a single zoom value, or two comma separated values that represent the minimum and maximum percent zoom. Values must be greater than or equal to 10 and less than or equal to 300.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.109.16

Defines the zoom value(s) for editor fields and transcripts in text based interaction views such as email, chat, SMS, and IM. Several values are supported:

  • Comma separated minimum and maximum values where the values are not equal. These specify the zoom range and the zoom UI controls are enabled in the Main Menu.
  • Comma separated minimum maximum values where the values are equal. The zoom level is set to this single value and the zoom UI controls are not displayed in the Main Menu.
  • A single value. The zoom level is set to this single value and the zoom UI controls are not displayed in the Main Menu.
  • Blank. The zoom level is set to 100%, and the zoom UI controls are not displayed in the Main Menu.

gui.editor-zoom-range

Section: interaction-workspace
Default Value: 100
Valid Values: Blank, a single zoom value, or two comma separated values that represent the minimum and maximum percent zoom. Values must be greater than or equal to 10 and less than or equal to 300.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.109.16

Defines the zoom value(s) for editor fields and transcripts in text based interaction views such as email, chat, SMS, and IM. Several values are supported:

  • Comma separated minimum and maximum values where the values are not equal. These specify the zoom range and the zoom UI controls are enabled in the Main Menu.
  • Comma separated minimum maximum values where the values are equal. The zoom level is set to this single value and the zoom UI controls are not displayed in the Main Menu.
  • A single value. The zoom level is set to this single value and the zoom UI controls are not displayed in the Main Menu.
  • Blank. The zoom level is set to 100%, and the zoom UI controls are not displayed in the Main Menu.

gui.magnification-factor

Section: interaction-workspace
Default Value: normal
Valid Values: normal, medium, large, xlarge
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.102.06

Specifies the ratio of the display size of interface elements in the Workspace interface to enable agents to view these interface elements at larger sizes. The following ratios are supported:

  • normal: 1.00 (legacy)
  • medium: 1.25
  • large: 1.50
  • xlarge: 1.75

This feature functions only with the default Workspace 8.5 GUI themes, and to custom themes that are developed according to the documentation and samples of the Workspace Developer's Guide. If the blue, royale, and fancy legacy themes are used, the magnification is forced to normal.

gui.themes

Section: interaction-workspace
Default Value: Default,HighContrast,Blue,Royale,Fancy
Valid Values: A comma-separated of theme names.
Changes Take Effect: When the application is started or restarted.


Specifies the list of themes that are displayed in the Change Theme menu. If this option contains only one theme, that theme is applied by default, and the theme selection menu will not be included in the agent interface. The HighContrast theme is meant primarily for accessibility.

accessibility.visual-impairment-profile

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.113.11
Modified: 8.5.124.08
Related Options: accessibility.disable-hyperlinks

Specifies whether the profile for visually impaired users is active. This option enables more interface elements to be focusable (accessible from keyboard navigation and mouse-over) so that they can be navigated from Screen Reader applications. Beginning with version 8.5.113.11, Workspace enables agents to enter TABs in the email composition area of outgoing email interactions by pressing the TAB key if the value of this option is set to false; to use the TAB key to step to the next control or field, agents must first press Ctrl-TAB to step out of the text composition area. To disable this feature, set the value of this option to true; agents will not be able to enter TABS in the email composition area, but they can use the TAB key to move to the next control in the tab order.

accessibility.<media-type>.focus-on-interaction-toast

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.101.14
Related Options: accessibility.focus-on-interaction-toast

Specifies that all Interaction Notification views for the <media-type> receives the focus when they are displayed. When a value for this option is set, this option overrides the accessibility.focus-on-interaction-toast option. This option does not rely on the accessibility.visual-impairment-profile option; therefore, it applies to all configured agents, not just visually impaired agents.

accessibility.visual-impairment-profile

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.113.11
Modified: 8.5.124.08
Related Options: accessibility.disable-hyperlinks

Specifies whether the profile for visually impaired users is active. This option enables more interface elements to be focusable (accessible from keyboard navigation and mouse-over) so that they can be navigated from Screen Reader applications. Beginning with version 8.5.113.11, Workspace enables agents to enter TABs in the email composition area of outgoing email interactions by pressing the TAB key if the value of this option is set to false; to use the TAB key to step to the next control or field, agents must first press Ctrl-TAB to step out of the text composition area. To disable this feature, set the value of this option to true; agents will not be able to enter TABS in the email composition area, but they can use the TAB key to move to the next control in the tab order.

accessibility.focus-on-interaction-toast

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.101.14

Specifies that all Interaction Notification views receive the focus when they are displayed. This option does not rely on the accessibility.visual-impairment-profile option; therefore, it applies to all configured agents, not just visually impaired agents.

accessibility.disable-hyperlinks

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: The next time an interaction containing a hyperlink is displayed.
Introduced: 8.5.124.08
Related Options: accessibility.visual-impairment-profile

Specifies whether processing and presenting hyperlinks in email, chat, SMS, and MMS as active elements should be disabled or enabled. Some screen readers cause Workspace to become unresponsive when processing active hyperlinks.

accessibility.visual-impairment-profile

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.113.11
Modified: 8.5.124.08
Related Options: accessibility.disable-hyperlinks

Specifies whether the profile for visually impaired users is active. This option enables more interface elements to be focusable (accessible from keyboard navigation and mouse-over) so that they can be navigated from Screen Reader applications. Beginning with version 8.5.113.11, Workspace enables agents to enter TABs in the email composition area of outgoing email interactions by pressing the TAB key if the value of this option is set to false; to use the TAB key to step to the next control or field, agents must first press Ctrl-TAB to step out of the text composition area. To disable this feature, set the value of this option to true; agents will not be able to enter TABS in the email composition area, but they can use the TAB key to move to the next control in the tab order.

Accessibility and navigation

[Modified: 8.5.113.11, 8.5.124.08]

Workspace enables you to navigate the user interface by using the keyboard and keyboard shortcuts instead of the mouse to enhance your productivity. Navigation works panel to panel, and within a panel, component to component. Keyboard navigability enables users who are using a device for accessibility that relies on keyboard navigation to manipulate the desktop components.

Screen reader compatibility

Workspace employs a visual impairment profile feature. This feature enables more elements in the Main Window and the Interaction window to have the focus, enhancing step-wise navigation for screen-reading applications such as Job Access With Speech (JAWS) screen reader from Freedom Scientific. Screen readers enable visually impaired (blind and low vision) agents to use the desktop interface through text-to-speech or text-to-braille. Workspace must be configured in the Configuration Layer to enable this compatibility. These options can be set in the Configuration Layer as default values that can be overwritten in the Agent Annex. The Workspace windows are designed to maximize content readability for screen-reader applications.

JAWS compatibility

[Added: 8.5.124.08]

Use the following two options to ensure compatibility with the JAWS screen reader:

  • accessibility.visual-impairment-profile: Specifies whether the profile for visually impaired users is active. This option enables more interface elements to be focusable (accessible from keyboard navigation and mouse-over) so that they can be navigated from Screen Reader applications. [Added: 8.5.113.11]
  • accessibility.disable-hyperlinks: Specifies whether processing and presenting hyperlinks in email, chat, and SMS as active elements are disabled or enabled. [Added: 8.5.124.08]

Controlling interaction notifications

[Added: 8.5.101.14]

By default, the Interaction Notification views do not receive then focus automatically; agents must click the view to make it active. To ensure that screen reader applications can read the content of the Interaction Notification views, you must specify whether or not the text content of Interaction Notification views will receive the focus. In screen reader environments, any window that has the focus is read by the screen reader to the agent. Use the following two configuration options to automatically assign the focus to the Interaction Notification view when it is displayed:

Important
If these options are not specified, then the user must use ALT+TAB to navigate to the Interaction Notification view when it is displayed.

High contrast Workspace

[Added: 8.5.100.05]

Workspace enables visually impaired agents to use a high contrast theme to compliment the Windows high contrast themes that are available from the Windows Personalization control panel. The Workspace high contrast theme follows Web Content Accessibility Guidelines (WCAG) 2.0, with some limitations. The Workspace high contrast theme was tested against red/green and blue/yellow color deficit vision.

Tip
The Workspace high contrast theme functions whether or not one of the Windows high contrast themes are in use.

Enable the Workspace high contrast theme by setting the value of the gui.themes configuration option. To direct the user to the High Contrast theme by default, specify only the value HighContrast, removing the other values (Default,Blue,Royale,Fancy).

The gui.themes option can be configured at the application, skill, group, and agent levels. You can configure gui.themes so that specific agents or agent groups have only the high contrast theme available. This ensures that the high contrast theme is the default theme when those agents login.

To make the login window displayed in high contrast, you must make the following edit to the interactionworkspace.exe.properties file, which is part of the Workspace package that is pushed to the workstation of the agent who requires the high contrast theme:

  1. In the section <appsettings> uncomment the line that contains gui.theme.
  2. Set the following value: <add key="gui.theme" value="HighContrast" />

Overriding default font and icon sizes

[Added: 8.5.102.06] [Modified: 8.5.109.16]

Workspace specifies the size at which interface elements are displayed so that no matter what magnification or reduction a user specifies for their browser or operating system, these items are displayed consistently. However, some agents might change the browser or operating system settings to increase font size and improve readability. To enable agents to change the size at which interface elements, including fonts and icons, are displayed, use the gui.magnification-factor configuration option to specify the ratio that is applied to the Workspace interface.

Important
This feature functions only with the default Workspace 8.5 GUI themes, and to custom themes that are developed according to the documentation and samples of the Workspace Developer's Guide. If the blue, royale, and fancy legacy themes are used, the magnification is forced to normal.

Use the gui.editor-zoom-range option to enable agents to set the zoom of text editing fields, such as email, chat, and SMS, and transcript areas. The gui.editor-zoom-range option is used to specify the minimum and maximum text zoom. This feature applies to the following views:

  • IM (text entry, transcript, and interaction data tooltip)
  • Chat (text entry, transcript, and interaction data tooltip)
  • Email (text entry and inbound email view)
  • SMS (text entry, transcript, and interaction data tooltip)
  • Interaction history
    • IM
    • Chat
    • Email
    • SMS
  • Standard responses
  • Social media (text entry only)

To ensure that the login dialog box is also displayed at the same ratio, configure the gui.magnification-factor option in the ..\Interaction Workspace\InteractionWorkspace.exe.config file after you install Workspace on the workstation of an agent who requires a different display size.

Configuring accessibility features

[Modified: 8.5.100.05, 8.5.113.11]

Use the Procedure: Enabling Accessibility Features to enable the Accessibility features for your agents.

Use the following options in the interaction-workspace section to configure Accessibility:

  • accessibility.agent-state-change-bell: Specifies the agent state change sound configuration string.
  • accessibility.interaction-state-change-bell: Specifies the interaction state change sound configuration string.
  • accessibility.warning-message-bell: Specifies the warning message sound configuration string.
  • accessibility.visual-impairment-profile: Specifies whether the profile for visually impaired users is active. This option enables more interface elements to be focusable (accessible from keyboard navigation and mouse-over). Beginning with version 8.5.113.11, Workspace enables agents to enter TABs in the email composition area of outgoing email interactions by pressing the TAB key if the value of this option is set to false; to use the TAB key to step to the next control or field, agents must first press Ctrl-TAB to step out of the text composition area. To disable this feature, set the value of this option to true; agents will not be able to enter TABS in the email composition area, but they can use the TAB key to move to the next control in the tab order.
  • chat.new-message-bell: Specifies the path to the alert sound file for new chat messages.
  • email.ringing-bell: Specifies the path to the alert sound file for new email interactions.
  • im.new-message-bell: Specifies the path to the alert sound file for new SMS messages.
  • chat.new-message-bell: Specifies the path to the alert sound file for new chat messages. [Added: 8.5.124.08]
  • sms.ringing-bell: Specifies the path to the alert sound file for new SMS Session messages.
  • voice.ringing-bell: Specifies the path to the alert sound file for new voice interactions.
  • <media-type>.ringing-bell: Specifies the path to the alert sound file for new workitems.
  • gui.themes: Specifies that the high contrast theme is avalaible to agents.
  • gui.magnification-factor: Specifies the default display size of fonts and icons in the Workspace views.

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This page was last modified on October 26, 2018, at 06:33.