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Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately

Specifies whether the Force Close This Case contextual menu is always enabled (true) or is available only if specific conditions are met where the current interaction/case can no longer be closed by the agent through standard interaction handling procedures.

Channels and interaction handling


The following media types are supported by Workspace:

Force close stuck interactions


Since 8.0, Workspace has enabled agents to force-close stuck interactions (at the case level) by using the Force Close This Case feature. Prior to, this capability was unconditional and could result in a real active interaction becoming uncontrollable by agents.

Beginning with, you can use the interaction.unconditional-force-close option to control the behavior of this feature. When this option is set to false (the new default value), Workspace disables the Force Close feature, but enables it only when the following conditions are detected:

  • T-Server reports that the voice or IM call on which an operation is requested is no longer under agent control
  • Interaction Server reports that the eServices interaction on which an operation is requested is no longer under agent control

Common interaction functionality


Workspace also supports the following functionality for various interaction types:

This page was last edited on October 26, 2018, at 14:31.
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