Jump to: navigation, search

voice.after-call-work-extension

Section: interaction-workspace
Default Value: untimed
Valid Values: untimed, repeat, or deny
Changes Take Effect: Immediately
Introduced: 8.5.124.08

In SIP Server environments, specifies the action to be performed if an agent repeatedly requests the After Call Work (ACW) status. This does not apply to the IM channel which is always untimed.

  • untimed: Sets an untimed ACW period (this is the default behavior for Workspace).
  • repeat: Allows an agent to extend the ACW period.
  • deny: Does not allow an agent to extend the current ACW period.

voice.cancel-after-call-work-on-done

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately.
Introduced: 8.5.103.10

If the value false is specified, agents must manually change their state from After Call Work to some other status. If the value true is specified, the After Call Work state is changed to the former status when an agent clicks Done.

login.<media-type>.auto-not-ready-reason

Section: interaction-workspace
Default Value: false
Valid Values: A valid not ready reason
Changes Take Effect: When the application is started or restarted.
Dependencies: login.<keyworkitemchannel>.is-auto-ready

Specifies the Not Ready Reason that is displayed after an agent logs in on a channel that is not automatically set to Ready. The Not Ready Reason corresponds to the name of a Not Ready Action Code. If the reason is empty, no Not Ready Reason is displayed for the channel at log in time if the channel is in the Not Ready state. This option is ignored if the option login.<keyworkitemchannel>.is-auto-ready is set to true.

login.<media-type>.is-auto-ready

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


Specifies whether the indicated workitem channel is automatically set to the Ready state at login.

login.<media-type>.auto-not-ready-reason

Section: interaction-workspace
Default Value: false
Valid Values: A valid not ready reason
Changes Take Effect: When the application is started or restarted.
Dependencies: login.<keyworkitemchannel>.is-auto-ready

Specifies the Not Ready Reason that is displayed after an agent logs in on a channel that is not automatically set to Ready. The Not Ready Reason corresponds to the name of a Not Ready Action Code. If the reason is empty, no Not Ready Reason is displayed for the channel at log in time if the channel is in the Not Ready state. This option is ignored if the option login.<keyworkitemchannel>.is-auto-ready is set to true.

agent-status.enabled-actions-global

Section: interaction-workspace
Default Value: Ready,NotReady,NotReadyReason,AfterCallWork,Dnd,Logon,LogOff
Valid Values: Ready,NotReady,Dnd,AfterCallWork,NotReadyReason,LogOn,LogOff
Changes Take Effect: Immediately.


Defines the available agent states in the global Status menu. The agent state commands are displayed in the order in which they appear in the list.

agent-status.enabled-actions-by-channel

Section: interaction-workspace
Default Value: Ready,NotReady,NotReadyReason,AfterCallWork,Dnd,Logon,LogOff
Valid Values: Comma-separated list of action names from the following list: Ready, NotReady, NotReadyReason, AfterCallWork, Dnd, LogOn, LogOff.
Changes Take Effect: Immediately.


Defines the available agent state actions in "My Channels" contextual menu. The actions are displayed in the order in which they appear in the list.

Managing agent status

[Modified: 8.5.124.08]

Workspace provides options that enable agents to control their status. Use these options to populate the Workspace status menu with one or more of the following privileges:

  • Global Ready
  • Global Not Ready (with reason code)
  • Global DND (Do Not Disturb)
  • Global After Call Work
  • Global Log Off
  • Global Login

The options enable the following agent states:

  • Logged off
  • DND (Do Not Disturb)
  • After Call Work
  • Not Ready - Full (Multiple Reasons)
  • Not Ready - Full (Single Reason)
  • Ready - Partial (for example, ready on one channel)
  • Ready - Full

Workspace also enables detailed agent and place status management through options. Agents can set individual channels to the following states:

  • Ready
  • Not Ready
  • Do Not Disturb
  • After Call Work
  • Logged off
  • Call Forwarded (for voice)

Other configurable agent privileges include the following:

  • Refine advanced login parameters, when applicable (for example, Place, and Queue)

You can use the following options in the interaction-workspace section to control the contents of the command menu in the Workspace Main Window.

  • agent-status.enabled-actions-by-channel: Defines the available agent state actions in the My Channels contextual menu. The actions are displayed in the order in which they appear in the list.
  • agent-status.enabled-actions-global: Defines the available agent states in the global Status menu. The agent state commands are displayed in the order in which they appear in the list.

You can set automatic not-ready reasons for individual channels by media-type at login time.

Voice Channel status

[Modified: 8.5.124.08]

You can configure Workspace to automatically set the agent status to the former status when an agent clicks Done. This enables an agent to return to their former status as soon as he or she has completed after call work, instead of having to manually change their status. [Added: 8.5.103.10]

For SIP Server environments, you can control whether agents can request an extension to After Call Work by using the following option: [Added: 8.5.124.08]

  • voice.after-call-work-extension: Specifies that the After Call Work state is unrestricted, can be extended, or is restricted to the interval specified in the SIP Server Emulated Agents configuration, pps. 251-252; Wrap-up time configuration is also explained on p. 546.
Important
If an agent manually changes status while still engaged in a voice interaction, their status will display the change, but the time in status is suspended until the call is ended.

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on October 26, 2018, at 06:33.