Case Information editing

For a discussion of Case Information refer to the Case tab of the Handling Interactions topic. Case related configuration options are listed here. Case data privileges are discussed here.

Procedure

Configuring the Workspace application to enable an agent to edit case information

Purpose:

To enable an agent to edit the contents of case information.
Prerequisites

• Genesys Administrator 8.0.2 or higher, configured to show Advanced View, or Genesys Administrator Extension.
• A working knowledge of Genesys Administrator Extension.
• A Workspace Application object exists in the Configuration Database.
• One or more custom Case Information Business Attributes in the Configuration Layer.

Start

1. In Genesys Administrator Extension, open a Case Information Business Attribute.
2. In the Attributes Values tab, open an attribute value.
3. Select the Options tab.
4. Add a new section named interaction-workspace.
5. Configure the option according to the values in the table Editing Case Information in the Case tab of the Handling Interactions topic.
6. Save your updates.

End