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contact.history-displayed-columns

Section: interaction-workspace
Default Value: Status,Subject,StartDate,EndDate,OwnerId
Valid Values: A comma-separated value list of contact history items to display in the Interaction Search view -- for example: Status,Subject,StartDate,EndDate,OwnerId.
Changes Take Effect: When the application is started or restarted.


Specifies the list of contact history items that are displayed in the Interaction Search view.

display-format.agent-name

Section: interaction-workspace
Default Value: $Agent.FullName$|$Agent.UserName$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $Agent.FullName$,$Agent.UserName$,$Agent.LastName$,$Agent.FirstName$,$Agent.EmployeeId$.
Changes Take Effect: Immediately.


Defines the display format of other agents tby specifying a string that contains the following field codes: $Agent.UserName$,$Agent.LastName$,$Agent.FirstName$,$Agent.EmployeeId$.

contact.history.filters-<attribute>

Section: interaction-workspace
Default Value:
Valid Values: In the key, a valid searchable interaction attribute name. In the value, a comma-separated list of strings applicable to the specified interaction attribute. Use the $All$ and $Other$ keywords to enable filtering on "all" or "other" values for this attribute.
Changes Take Effect: At the next contact search.
Modified: 8.5.104.15

This option can be used as a template to specify an interaction attribute name (in a key) and the associated values (in a value) that is used to automatically filter any list of interactions displayed in Contact History, My History, and Interaction Search views. Refer to Managing Contacts for more information. In a key, a valid searchable interaction attribute name. In the value, a comma-separated list of strings applicable to the specified interaction attribute. Use the $All$ and $Other$ keywords to enable filtering on "all" or "other" values for this attribute.

contact.history.media-filters

Section: interaction-workspace
Default Value: voice,email,chat,sms
Valid Values: A comma-separated value of valid media type names including: voice,email,chat,sms,facebook,facebooksession,facebookprivatemessage,twitter,twitterdirect
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.104.15, Social Media Plugin 9.0.002.05

Specifies the list of media types that can be used to filter the 'Contact History', 'My History', and the result list of 'Interaction Search'.

contact.history.filters-<attribute>

Section: interaction-workspace
Default Value:
Valid Values: In the key, a valid searchable interaction attribute name. In the value, a comma-separated list of strings applicable to the specified interaction attribute. Use the $All$ and $Other$ keywords to enable filtering on "all" or "other" values for this attribute.
Changes Take Effect: At the next contact search.
Modified: 8.5.104.15

This option can be used as a template to specify an interaction attribute name (in a key) and the associated values (in a value) that is used to automatically filter any list of interactions displayed in Contact History, My History, and Interaction Search views. Refer to Managing Contacts for more information. In a key, a valid searchable interaction attribute name. In the value, a comma-separated list of strings applicable to the specified interaction attribute. Use the $All$ and $Other$ keywords to enable filtering on "all" or "other" values for this attribute.

contact.history.filters-<attribute>

Section: interaction-workspace
Default Value:
Valid Values: In the key, a valid searchable interaction attribute name. In the value, a comma-separated list of strings applicable to the specified interaction attribute. Use the $All$ and $Other$ keywords to enable filtering on "all" or "other" values for this attribute.
Changes Take Effect: At the next contact search.
Modified: 8.5.104.15

This option can be used as a template to specify an interaction attribute name (in a key) and the associated values (in a value) that is used to automatically filter any list of interactions displayed in Contact History, My History, and Interaction Search views. Refer to Managing Contacts for more information. In a key, a valid searchable interaction attribute name. In the value, a comma-separated list of strings applicable to the specified interaction attribute. Use the $All$ and $Other$ keywords to enable filtering on "all" or "other" values for this attribute.

contact.metrics.time-frame-customer-notification

Section: interaction-workspace
Default Value: 1
Valid Values: An integer value meaning a number of days. If set to 0, no metrics area .
Changes Take Effect: When the application is started or restarted.


Specifies the search timeframe, in days, from which existing open and closed interactions are to be reported. If the value is set to 0, the feature is disabled. If the value is set to a number that is greater than 0, the feature that displays in the Interaction Search view the number of interactions that were sent or received by the contact for the specified number of days is activated.

contact.metrics.enable-interactions-in-progress

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.


Activates the Workspace features that display the number of eServices interaction that are in progress in the current contact history.

contact.history-custom-attribute-values.<attribute-name>

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated value list of interaction attributes.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies a list of attribute value names that are used to create a drop-down menu that contains valid values of custom interaction attributes in the Advanced Search mode of Contact History, My History, and Interaction Search views. Use this option as a template, modifying its name by replacing <attribute-name> by the name of an interaction attribute configured to be displayed in the Advanced Search view. You can define a display name that can be localized to each of the possible values of this interaction attribute by creating the key Contacts.ContactDirectoryView.CustomAttribute.<custom-attribute-name>.<attribute-value-name> in any dictionary file of the corresponding language and assigning it a "Content" attribute that contains the display name.

contact.history-search-attributes

Section: interaction-workspace
Default Value: Status,StartDate,EndDate,Subject
Valid Values: A comma-separated value list of Interaction attributes.
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.104.15

Specifies the list of interaction attributes that an agent can use in the 'Advanced Search' mode of 'Contact History', 'My History' and 'Interaction Search' views.

contact.all-interactions-quick-search-attributes

Section: interaction-workspace
Default Value: Subject
Valid Values: A comma-separated value list of valid interaction attribute names.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies the interaction attributes that are used to search interactions in the quick search mode of the 'Interaction Search' view. Refer to Deployment Guide to get the definition of interaction attributes.

contact.myhistory-quick-search-attributes

Section: interaction-workspace
Default Value: Subject
Valid Values: A comma-separated value list of valid interaction attribute names.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies the interaction attributes that are used to search interactions in the quick search mode of the My History view. Refer to Deployment Guide for the list of interaction attributes

contact.history-quick-search-attributes

Section: interaction-workspace
Default Value: Subject
Valid Values: A comma-separated value list of valid interaction attribute names.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies the interaction attributes that are used to search interactions in the quick search mode of the 'Contact History' view. Refer to Deployment Guide to get the definition of interaction attributes.

contact.date-search-types

Section: interaction-workspace
Default Value: On,OnOrAfter,Before,Between
Valid Values: Select at least one from the list.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

The list of search types that are available for the agent to use to search the contact database by date.

contact.history-search-attribute-group.<group-name>

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated value list of interaction attributes.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies a group of History search attributes.
Use this option as a template and modify its name by replacing the <group-name> by an actual name of group that will appear in Advanced Search mode of 'Contact History', 'My History' and 'Interaction Search' views.
You can define a localizable display name to this group by creating the key 'Contacts.InteractionSearchView.Group.<group-name>' in any dictionary file of the corresponding language and assigning it a 'String' attribute containing the display name.

contact.history-custom-attribute-values.<attribute-name>

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated value list of interaction attributes.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies a list of attribute value names that are used to create a drop-down menu that contains valid values of custom interaction attributes in the Advanced Search mode of Contact History, My History, and Interaction Search views. Use this option as a template, modifying its name by replacing <attribute-name> by the name of an interaction attribute configured to be displayed in the Advanced Search view. You can define a display name that can be localized to each of the possible values of this interaction attribute by creating the key Contacts.ContactDirectoryView.CustomAttribute.<custom-attribute-name>.<attribute-value-name> in any dictionary file of the corresponding language and assigning it a "Content" attribute that contains the display name.

contact.date-search-types

Section: interaction-workspace
Default Value: On,OnOrAfter,Before,Between
Valid Values: Select at least one from the list.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

The list of search types that are available for the agent to use to search the contact database by date.

contact.history-advanced-default

Section: interaction-workspace
Default Value: Status,StartDate
Valid Values: A comma-separated value list of interaction attributes.
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.104.15, 8.5.112.08

Specifies the list of interaction attributes that are presented by default in the advanced search form of the Contact History, My History and Interaction Search views. Once an agent has personalized the list of advanced search attributes, the personalized list of attributes takes precedence over this option in subsequent sessions (8.5.112.08 and higher).

contact.history-search-attributes

Section: interaction-workspace
Default Value: Status,StartDate,EndDate,Subject
Valid Values: A comma-separated value list of Interaction attributes.
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.104.15

Specifies the list of interaction attributes that an agent can use in the 'Advanced Search' mode of 'Contact History', 'My History' and 'Interaction Search' views.

contact.all-interactions-quick-search-attributes

Section: interaction-workspace
Default Value: Subject
Valid Values: A comma-separated value list of valid interaction attribute names.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies the interaction attributes that are used to search interactions in the quick search mode of the 'Interaction Search' view. Refer to Deployment Guide to get the definition of interaction attributes.

contact.myhistory-quick-search-attributes

Section: interaction-workspace
Default Value: Subject
Valid Values: A comma-separated value list of valid interaction attribute names.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies the interaction attributes that are used to search interactions in the quick search mode of the My History view. Refer to Deployment Guide for the list of interaction attributes

contact.history-quick-search-attributes

Section: interaction-workspace
Default Value: Subject
Valid Values: A comma-separated value list of valid interaction attribute names.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies the interaction attributes that are used to search interactions in the quick search mode of the 'Contact History' view. Refer to Deployment Guide to get the definition of interaction attributes.

contact.all-interactions-default-time-filter-main

Section: interaction-workspace
Default Value: 1W
Valid Values: A value from the following list: All, 1M, 1W, 1D
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies which Time Filter is selected by default in the Interaction Search view.

  • All — All interactions from Main UCS Data Base.
  • 1M — Interactions from Main UCS Data Base that were created less than 1 month ago.
  • 1W — interactions from Main UCS Data Base that were created less than 1 week ago.
  • 1D — interactions from Main UCS Data Base that were created less than 1 day ago.

contact.myhistory-default-time-filter-main

Section: interaction-workspace
Default Value: 1W
Valid Values: A value from the following list: All, 1M, 1W, 1D
Changes Take Effect: When the application is started or restarted.


Specifies which Time Filter is selected by default in the 'My History' view when an agent accesses the main history data source.
  • All: all interactions from Main UCS Data Base.
  • 1M: interactions from Main UCS Data Base that were created less than 1 month ago.
  • 1W: interactions from Main UCS Data Base that were created less than 1 week ago.
  • 1D: interactions from Main UCS Data Base that were created less than 1 day ago.

contact.history-default-time-filter-main

Section: interaction-workspace
Default Value: 1M
Valid Values: A value from the following list: All, 1M, 1W, 1D
Changes Take Effect: When the application is started or restarted, or at the next interaction.


Specifies which Time Filter is selected by default in the 'Contact History' view when an agent accesses the main history data source.
  • All: all interactions from Main UCS Data Base.
  • 1M: interactions from Main UCS Data Base that were created less than 1 month ago.
  • 1W: interactions from Main UCS Data Base that were created less than 1 week ago.
  • 1D: interactions from Main UCS Data Base that were created less than 1 day ago.

contact.history.filters-<attribute>

Section: interaction-workspace
Default Value:
Valid Values: In the key, a valid searchable interaction attribute name. In the value, a comma-separated list of strings applicable to the specified interaction attribute. Use the $All$ and $Other$ keywords to enable filtering on "all" or "other" values for this attribute.
Changes Take Effect: At the next contact search.
Modified: 8.5.104.15

This option can be used as a template to specify an interaction attribute name (in a key) and the associated values (in a value) that is used to automatically filter any list of interactions displayed in Contact History, My History, and Interaction Search views. Refer to Managing Contacts for more information. In a key, a valid searchable interaction attribute name. In the value, a comma-separated list of strings applicable to the specified interaction attribute. Use the $All$ and $Other$ keywords to enable filtering on "all" or "other" values for this attribute.

contact.history.media-filters

Section: interaction-workspace
Default Value: voice,email,chat,sms
Valid Values: A comma-separated value of valid media type names including: voice,email,chat,sms,facebook,facebooksession,facebookprivatemessage,twitter,twitterdirect
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.104.15, Social Media Plugin 9.0.002.05

Specifies the list of media types that can be used to filter the 'Contact History', 'My History', and the result list of 'Interaction Search'.

contact.all-interactions-displayed-columns

Section: interaction-workspace
Default Value: Status,Subject,StartDate,EndDate
Valid Values: A comma-separated value list of interaction attribute names from the following list: Subject, Status, ContactId, StartDate, OwnerId, EndDate, and custom attributes.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies the list of interaction attributes that are displayed in the result list of the Interaction Search view, for example: Status, Subject, StartDate, EndDate

contact.myhistory-displayed-columns-treeview

Section: interaction-workspace
Default Value: Status,Subject,StartDate
Valid Values: A comma-separated value list of interaction attribute names.
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.110.13

Specifies the list of interaction attributes that are displayed in the tree view of the My History view, for example: Status, Subject, StartDate, EndDate.

contact.myhistory-displayed-columns

Section: interaction-workspace
Default Value: Status,Subject,StartDate,EndDate
Valid Values: A comma-separated value list of interaction attribute names.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies the list of interaction attributes that are displayed in the 'My History' view, for example: Status, Subject, StartDate, EndDate.

contact.history-displayed-columns-treeview

Section: interaction-workspace
Default Value: Status,Subject,StartDate
Valid Values: A comma-separated value list of contact history items to display in the threaded view of interactions, for example: Status,Subject,StartDate,EndDate,OwnerId
Changes Take Effect: When the application is started or restarted.


Specifies the list of contact history items that are displayed in the threaded view of interactions.

contact.history-displayed-columns

Section: interaction-workspace
Default Value: Status,Subject,StartDate,EndDate,OwnerId
Valid Values: A comma-separated value list of contact history items to display in the Interaction Search view -- for example: Status,Subject,StartDate,EndDate,OwnerId.
Changes Take Effect: When the application is started or restarted.


Specifies the list of contact history items that are displayed in the Interaction Search view.

Exposing History to agents

[Modified: 8.5.117.18, 8.5.126.07]

Important

This topic includes the History Management portion of the former Managing Contact topic. The Contact Management content has been moved to Exposing Contacts to Agents and the Contact Lookup and Contact History Generation content has been moved to Triggering Contact Look-up and Populating History.

Configuring History management

[Modified: 8.5.104.15, 8.5.117.18]

Use the Procedure Enabling agents to manage and search contact and interaction history to enable the Contact History feature and Enabling Agents to Manage Contacts to set up agents, Workspace, and Universal Contact Server.

privileges

Workspace enables agents to manage contacts. The privileges that can be enabled for an agent are the following:

  • Can Use Contact History
  • Manually assign an interaction to a Contact
  • Interaction Threads
  • Interaction Ownership
  • Populating the Contact History with eServices Interactions
  • Resend email interactions from the Contact History

Use the options in the contact section to configure the way in which agents can manage interactions in the History.

Accessing History

Workspace can search for and display a list of Historical Interactions in three different scopes:

  • The Contact History search feature returns lists of interactions restricted by the ContactID. You can filter the result list by timeframe and by configured filters, and then search within this list in either quick search or advanced search mode.
  • The My History Search feature returns lists of interactions restricted by the ownerID. You can filter the result by timeframe and configured filters, and then search within this list in either quick search or advanced search mode.
  • The Interaction Search feature enables an agent to search the historical interactions without knowing the contact name or being restricted to interactions processed by that agent. This view does not return any interaction by default. It allows an agent to search for interactions by using quick search or advanced search mode. You can filter the result by timeframe and configured filters.

In any of these scopes, the search operation searches interactions that are stored in the UCS Lucene index and that correspond to the content of the "Main" UCS database. The interactions that have been pruned from the Main to the Archive UCS database are not available for searching.

Configuring History display

[Modified: 8.5.126.07]

Use the following configuration options to specify how the contact history is displayed in Interaction Search, My History, and Contact History views:

Formatting a custom history attribute as a date

When a custom attribute is designed to store dates, you can specify how it should be formatted in the History views.

First, create a Business Attribute Value in the Business Attribute Interaction Attributes to represent your custom attribute. Then, in the annex of this Business Attribute Value create an interaction-workspace section and add the following options:

  • display-type=date
  • date.time-format=<date and time format>
    Refer to date.time-format for supported formats.

Configuring History Quick Search

Configuring History Advanced Search

The Advanced Search enables agents to specify multiple search criteria by selecting predefined search attributes from drop-down buttons in Interaction Search, Contact History and My History views. The Advanced Search can by constrained by Match All and Match Any filter. Depending on the selected search criteria, various search types are allowed, such as Matches and Equals.

  • contact.history-search-attributes: Specifies the list of interaction attributes that are available in advanced search (refer to list of interaction attributes available for search).
  • contact.history-advanced-default: Specifies the list of interaction attributes that are presented as default search parameters in advanced search.
  • contact.date-search-types: The list of search types that are available for the agent to search for historical interactions by date.
  • Use the contact.history-custom-attribute-values.<attribute-name> options to specify the comma separated list of possible values for each custom search attribute that you want to enable. Optionally, in the dictionary, specify the display name of agent groups by adding the following parameter:
<Value Id="Contacts.ContactDirectoryView.CustomAttribute.<custom-attribute-name>.<attribute-value-name>" String=" Display Name"/>

Optionally, in the dictionary, specify the display name of the attribute groups by adding the following key:

<Value Id="Contacts.InteractionSearchView.Group.<GroupName>" String=" Display Name"/>

List of interaction system attributes available for search and column display

Quick, Advanced, Contact History, My History, and All Interactions search of Historical Interactions can be configured to operate with a list of search attributes. There are System and Custom attributes. This table defines the scope of configuration for each search type.

Interaction History Search System Attributes
Attribute Name Advanced Search Quick Search Contact/My History (Grid) Contact/My History (Tree) All Interactions Search (Grid) All Interactions Search (Grid) Description
CcAddresses Yes Yes No No Yes Yes The email Cc address
ContactId Yes No Yes Yes Yes Yes The Contact of the interaction (it can be searched by using Team Communicator)
EndDate Yes No Yes Yes Yes Yes The date when the interaction was marked completed in the Genesys system
EstablishedDate Yes No No No Yes Yes The date when the Chat session was established
FromAddress Yes Yes No Yes Yes Yes The email From address
FromPersonal Yes Yes No No Yes Yes The Personal Part of the email From address
Id Yes Yes No Yes No Yes The unique ID of the Interaction
Mailbox Yes Yes No No Yes Yes The Mailbox from which the email was received
OwnerId Yes No Yes Yes Yes Yes The person who processed the interaction (it can be searched by using Team Communicator)
PhoneNumber Yes Yes No No No Yes The Phone Number from which the contact called or was used to call the contact
ReleasedDate Yes No No No Yes Yes The date when the Chat session was ended
ReplyToAddress Yes Yes No No Yes Yes The email Reply-To address
ReviewerId Yes No No No Yes Yes The person who reviewed the interaction (typically an email — it can be searched by using Team Communicator)
SentDate Yes No No No Yes Yes The date when the outbound email was sent to the destination
StartDate Yes No Yes Yes Yes Yes The date when the interaction was created in the Genesys system
Status Yes No Yes Yes Yes Yes The Status of the interaction in UCS (In Progress, Done)
StructuredText Yes Yes No No Yes Yes The Transcript of the Chat, SMS Session, or FacebookPrivateMessage session, or the E-Mail Rich Text Content
Subject Yes Yes Yes Yes Yes Yes The Subject of the interaction
SubtypeId Yes No No Yes No Yes The Sub-Type of the eServices interaction (for example: InboundNew, OutboundReply)
Text Yes Yes No No Yes Yes The text received from or sent to the contact, typically the email plain text content
TheComment Yes Yes No No Yes Yes The Notes attached to the interaction by the person who handled it
ToAddresses Yes Yes No No Yes Yes The email To address.
TypeId Yes No No Yes No Yes The Type of the eServices interaction (for example: Inbound, Outbound)
  • System date attributes: "On", "OnOrAfter", "Before", and "Between" search types. This is configured by using the contact.date-search-types option.
  • System text attributes: can be searched by using the Matches search type which, for each word typed into the query, returns at least one word that starts with this word. Text search does not support query containing double quotes. Interaction Search enables agents to search for the content of email and chat interactions. Content for these interactions is stored in "Text" and/or "StructuredText" attributes. Text includes the content of the plain-text email interactions. StructuredText includes the content of HTML-formatted email interactions and chat transcripts, as well as SMS interactions handled in "session mode" and Facebook Private Message sessions.

Custom History Search Attributes: A custom interaction search attribute is an interaction attribute that is not part of the default Genesys UCS data design. A custom interaction search attribute is typically defined during the Business Process design and is implemented by the addition of key-value pair to the attached data of the interactions that are then stored in UCS.

You can configure Workspace to use custom interaction search attributes as search criteria that are used in quick search or displayed in the advanced search mode of Interaction Search, Contact History, and My History views, by using the contact.history-quick-search-attributes, contact.myhistory-quick-search-attributes, contact.all-interactions-quick-search-attributes, contact.history-search-attributes configuration options.

Warning

The following limitations must be taken into account before enabling an interaction custom attribute as an advanced search criteria:

  • Custom interaction search attribute support only an "exact match" search. Genesys strongly recommends that you use the contact.history-custom-attribute-values.<attribute-name> option to configure a list of predefined values that enable the agent to select the search value from a list.
  • When you assign custom interaction search attribute key names, you must avoid key names that are sub-strings of other key names that are also stored as business attached data of the same or other interactions. Failure to heed this warning will result in misleading search results.
For example, if the term Priority is defined as a custom interaction search attribute and the following attributes might also be part of the interactions that stored in UCS: Priority, GEMX-Priority, _Priority, and GEMX-MSMail-Priority. If these alternate *Priority attributes can be assigned with a value set that is partially shared with the Priority attribute, the wrong matching logic and extended result set might be returned.

Limitation: UCS 8.x supports only Lucene index searches of the interaction list; therefore, JOINT searches of the interaction list with the contact list are not possible unless you create a business process that copies attributes from the contact records into the corresponding interaction records.

Custom interaction properties

You can create custom attributes and make them searchable. For more information, refer to Making an Attribute Searchable from the Desktop' in the eServices documentation.

Contact Management: Summary of activity that is related to the current contact

In the interaction windows, Workspace displays visual indicators that inform the agent who is handling the interaction about the activities that are related to the current contact. To enable these features, allow the following privilege:

  • Can Use Contacts

For Interaction Workspace 8.1.2 and later and Workspace Desktop Edition 8.5.0 and later, this feature displays the number of in-progress interactions for a contact in an icon. This indicator measures the number of eServices interactions that are currently in-progress somewhere in the workflow, excluding the current one. You can activate this feature by configuring the contact.metrics.enable-interactions-in-progress option in the Contact section. If the agent clicks the icon, the interactions are immediately displayed in the History view.

For Interaction Workspace 8.1.3 and later and Workspace Desktop Edition 8.5.0 and later, the Recent Interaction Notification is also displayed. This indicator provides the number of interactions that have been exchanged with this contact in the past specified number of days, excluding current interaction. This feature is useful for predicting the level of contact frustration. Configure the contact.metrics.time-frame-customer-notification option in the Contact section to specify the time interval.

If the following privilege is granted, Workspace displays the list of recent interactions with this contact as a tooltip for the icon:

  • Can Use Contact History

Restricting Contact History access

You can configure Workspace to restrict the access of agents to the Contact History. Access to the contents of these views is restricted by using a custom filter based on the role of the Application, Tenant, Agent Group, or Agent. For example, you can create a contact search filter that is applied to the Team Communicator or the Contact Search for attributes such as department or customer.

Restricting Interaction History views and Search by permissions

Workspace automatically restricts the results that are displayed in the interaction list in the following interface views:

  • Contact History
  • My History
  • Global Interaction Search

The contact.history.filters-<attribute> option modifies the search logic and presentation whenever the Agent accesses or searches an interaction list.

To provision restricted access to the interaction lists, in the interaction-workspace section of the Application, Tenant, Agent Group, or Agent for whom you want to configure permissions, create one or more options like the following option examples:

The attributes used in interaction history permission configuration must be defined as Custom Interaction Attributes in Universal Contact Server (UCS). In the Annex of the Business Attribute Value representing the custom interaction attribute, the is-searchable option in the settings section must be set to true; however, it is not required that you set the value of the is-sortable option to true when you enable this feature.

Example

The following interaction custom attribute is attached to interactions stored in UCS: DepartmentID

You want to restrict members of the Agent Group ABC so that they can see the Contact History only through filters that give them access to interactions related to the Sales or Support departments.

Configure the following interaction-workspace section options in the Annex of the ABC Agent Group:

  • contact.history.filters-DepartmentID=Sales,Support

The Sales attribute is displayed as an option in the Filter menu and as an attribute in the ContactHistory view list or grid. Agents can alternatively access the Sales or the Support interactions, but cannot see any other interactions.

Note: If you define only one possible value, for example, contact.history.filters-DepartmentID=Sales, the related filter will not show up in the Contact History form, but this filter is applied automatically to all agent requests to access the history.

Enabling History filtering

Media filtering

The Filter menu of the Contact History view and My History view can be configured to display specific media types in a specific order by using the contact.history.media-filters option in the interaction-workspace section of the Interaction Workspace application object. You can use this option to add the media types of the workitems that are supported by 3rd party plug-ins.

Custom filtering

You can create custom business attributes in Universal Contact Server for contacts. For example, you might want to create a set of service areas from your business and use these as custom contact attributes, or you might want to create a set of contact levels, such as silver, gold, and platinum, and use these as custom attributes. When you define your custom business attribute, you must define the valid values. Use the following configuration option to enable filtering on your custom business attribute values:

Managing interaction ownership

Workspace enables you to display the interaction owner that is defined in the UCS data base to the agents that can view the Contact History.

Display of interaction ownership is controlled by the following options:

  • display-format.agent-name: Specifies the format of the agent name in the Contact History view. Workspace uses this information to convert the owner ID from UCS to a label that is displayed in the Contact History view. If there is no owner ID associated with an interaction, then this field is blank.
  • contact.history-displayed-columns: Specifies which interaction attributes are displayed in the Contact History view. Add the value OwnerId to display the Interaction "Processed by" column.

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This page was last modified on October 26, 2018, at 06:32.