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display-format.folder.name

Section: interaction-workspace
Default Value: $Folder.AnnexValue$|$Folder.DictionaryValue$|$Folder.Name$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $Folder.Name$, $Folder.DictionaryValue$, $Folder.AnnexValue$.
Changes Take Effect: Immediately


Specifies the display format of the folders that are displayed in Disposition Code view and Case Data view.

display-format.action-code.name

Section: interaction-workspace
Default Value: $ActionCode.AnnexValue$|$ActionCode.DictionaryValue$|$ActionCode.Name$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $ActionCode.Name$, $ActionCode.DictionaryValue$, $ActionCode.AnnexValue$.
Changes Take Effect: Immediately.
Introduced: 8.5.101.14
Modified: 8.5.109.16

Specifies the display format of the action codes that are displayed in Global Agent Status Control and My Channels view by specifying a string that contains a combination of string and field codes.

The $ActionCode.AnnexValue$ field code represents the display name of the object.

display-format.routing-point.name

Section: interaction-workspace
Default Value: $RoutingPoint.AnnexValue$|$RoutingPoint.DictionaryValue$|$RoutingPoint.Alias$|$RoutingPoint.Number$@$RoutingPoint.Location$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $RoutingPoint.Number$,$RoutingPoint.Alias$,$RoutingPoint.Location$,$RoutingPoint.DictionaryValue$,$RoutingPoint.AnnexValue$
Changes Take Effect: Immediately.
Modified: 8.5.101.14, 8.5.109.16

Defines the display format of Routing Points by specifying a string that contains the following field codes: $RoutingPoint.Number$,$RoutingPoint.Alias$,$RoutingPoint.Location$,$RoutingPoint.DictionaryValue$,$RoutingPoint.AnnexValue$. If all field codes are empty, the following field codes are used: $RoutingPoint.Number$@$RoutingPoint.Location$.

Customizing display names for configuration objects

[Modified: 8.5.109.16, 8.5.120.05, WSEP 8.5.114.05]

[Added: 8.5.101.14]

Workspace uses the display-format.* configuration options to control the display of Framework objects—for example, display-format.routing-point.name.

These options enable you to specify the data source for the display names of different objects. For example:

  1. System attributes of configuration objects (for example, Routing Point Number or Agent Group Name)
  2. Custom Display names defined in custom dictionary files
  3. Custom Display names defined in the object Annex
  4. If none of the defined sources contain an actual string to display, Workspace displays the mandatory attribute value that is identified as the default for a particular object (for example, 'Number' for a DN).

You can use the display-format.* options to define multiple sources, separated by the ‘|’ character, which specifies the precedence order of the sources. Precedence order if from left to right. If nothing is defined for the first source, the next one is checked, and so on.

Configuring object display names using custom dictionary files

[Added: 8.5.101.14]

Starting with Workspace 8.5.100x.xx, the list of field codes for these options is extended to take local dictionary entries into account. For example, for the display-format.routing-point.name option, the following key is supported: $RoutingPoint.DictionaryValue$. This key selects the name for the routing point based on the value specified for it in the language dictionary file.

For the display-format.action-code.name option, if the $ActionCode.DictionaryValue$ key is specified, then the value for the action code will be selected from the dictionary that corresponds to the language that the agent specified at login.

For example, in custom.en-US.xml, the action code might be specified as:

{code}
<Value Id="ActionCode.Break" Text="Break"/>
{code}

And, in custom.fr-FR.xml, the same action code might be specified as:

{code}
<Value Id="ActionCode.Break" Text="Pause"/>
{code}

The following is an example of a custom dictionary that specifies alternate text for configuration objects:

<?xml version="1.0" encoding="utf-8" ?>
<Dictionary EnglishName="English" CultureName="English" Culture="en-US">
 <!-- [<Tenant>].<object-type>.[<switch>].<object-identifier> (where [<Tenant>] and [<switch>] are optional) -->
 
 <Value Id="defaultTenant.RoutingPoint.LucentG3.122" Text="Routing Point 122" />
 <Value Id="defaultTenant.ACDQueue.LucentG3.80001" Text="ACD Queue 80001" />
 <Value Id="defaultTenant.InteractionQueue.any-queue-to-agent-group-8002" Text="Interaction Queue for Agent Group 8002" />
 <Value Id="defaultTenant.InteractionQueue.email-routing-queue-inbound" Text="Interaction Queue for inbound emails" />
 <Value Id="defaultTenant.ActionCode.Break" Text="Coffee Break" />
 <Value Id="defaultTenant.Workbin.email-draft-wb" Text="Rough copy Emails" />
 <Value Id="defaultTenant.BusinessAttribute.DispositionCode" Text="Disposal Code" />
 <Value Id="defaultTenant.BusinessAttribute.DispositionCode.DC_Accepted" Text="Taken" />
 <Value Id="defaultTenant.Skill.Email-QualityConfidencePercentageSkill" Text="Email skill" />
 <Value Id="defaultTenant.AgentGroup.Agent Group 80001" Text="Lucent Agent Group 80001" />
</Dictionary>

Configuring display names in the Object Annex

[Added: 8.5.109.16] [Modified: 8.5.120.05, WSEP 8.5.114.05]

You can add a display name for certain configuration layer objects. This feature enables you to name objects without relying on a local dictionary file. This feature makes localization and centralization more efficient.

This method provides a way to configure the display name centrally instead of locally in a dictionary file by enabling you to specify key-value pairs in object Annex. Key-value pairs can be defined for a default language and for localization in alternative languages.

Important

To store a display name in an object Annex as a string value that does not use the character set that is used by Configuration Server, Configuration Server 8.1.3 or higher must be installed and its multi-language capability must be enabled. For example, using French accented characters in a U.S. English deployment or using Korean characters in a Japanese deployment. Refer to Deploying Genesys for Key Mixed Language Scenarios for information about supporting multi-language deployment.

For each object, the default display name is defined by using the interaction-workspace/display-name = <value> key-value pair.

For each object, additional language display names are defined by using the interaction-workspace/display-name.<ISO_language_code>-<ISO_country_code> = <value> key-value pair (for example, display-name.fr-CA for French Canadian.

The following precedence rules are followed for display names:

  • If a particular object type is configured to be displayed through the configuration Annex, Workspace tries at runtime to find a key-value pair that matches the locale that selected by the agent at login time.
  • If no match is found, Workspace uses the default display-name=value key-value pair.
  • If no default key-value pair is found, Workspace the value that is defined by the display-format.* options.

The following is an example of a display name in two different languages, the default, and French (France), that could be defined in the object Annex of a Routing Point:

  • interaction-workspace/display-name = 'Technical Support Queue': Used if there is no matching langauge specific entry for the locale selected by the agent in the login window.
  • interaction-workspace/display-name.fr-FR = 'File d'Attente du Support Technique': Used if the locale selected by the agent in login window is French (France) (fr-FR)

Use the display-format.folder.name option to specify the display format of folders that are displayed in the Disposition Code and Case Data views. You can localize the folder name using the $Folder.Name$ parameter. [Added: 8.5.120.05, WSEP 8.5.114.05]

Summary of Display Format options

[Modified: 8.5.109.16]

The table Summary of Display Format Options contains descriptions of all of the new and updated display-format configuration options that use the Dictionary Value keys to support this feature.

Summary of Display Format Options
Object Type Option Name Field codes to be used in display-format.* options Dictionary Key Format to be spcified in the XML dictionary if the $DictionaryValue$ is specified in display-format.* options Views affected by this option
DN - ACD Queue display-format.acd-queue.name $ACDQueue.DictionaryValue$, $ACDQueue.AnnexValue$ [<Tenant>].ACDQueue.<switch>.<dn-number> Team Communicator

Login views

Action Code display-format.action-code.name $ActionCode.DictionaryValue$, $ActionCode.AnnexValue$ [<Tenant>].ActionCode.<action-code-name> Global Agent Status Control (tooltip + drop down menu)

My Channels view

Agent Group display-format.agent-group.name $AgentGroup.DictionaryValue$, $AgentGroup.AnnexValue$ [<Tenant>].AgentGroup.<agent-group-name> Team Communicator

My Statistics

Voice Mail (shared voice mail boxes)

Business Attribute display-format.business-attribute.name $BusinessAttribute.DictionaryValue$, $BusinessAttribute.AnnexValue$ [<Tenant>].BusinessAttribute.<business-attribute-name> Interaction View (Case Information, Disposition Code)

Contact Directory

Contact Profile

Contact History (detail - case data)

Business Attribute display-format.business-attribute.name $BusinessAttribute.DictionaryValue$, $BusinessAttribute.AnnexValue$ [<Tenant>].BusinessAttribute.<business-attribute-name> Interaction View (Case Information, Disposition Code)

Contact Directory

Contact Profile

Contact History (detail - case data)

Media type (login, my channels, agent status, and so on)

Business Attribute Value [<Tenant>].BusinessAttribute.<business-attribute-name>.<business-attribute-value-name>
Folder display-format.folder.name $Folder.AnnexValue$, $Folder.DictionaryValue$, $Folder.Name$ Interaction View (Disposition Code, enum-tree KVP in Case Information and Outbound Record)
Script - Interaction Queue display-format.interaction-queue.name $InteractionQueue.DictionaryValue$, $InteractionQueue.AnnexValue$ [<Tenant>].InteractionQueue.<script-name> Team Communicator

Workbins view (My Interaction Queues)

DN - Routing Point display-format.routing-point.name $RoutingPoint.DictionaryValue$, $RoutingPoint.AnnexValue$ [<Tenant>].RoutingPoint.<switch>.<dn-number> Team Communicator

Login views

Skill display-format.skill.name $Skill.DictionaryValue$, $Skill.AnnexValue$ [<Tenant>].Skill.<skill-name> Team Communicator
DN - Virtual Queues display-format.virtual-queue.name $VirtualQueue.DictionaryValue$, $VirtualQueue.AnnexValue$ [<Tenant>].VirtualQueue.<switch>.<dn-number> Login Views
Script - Interaction Workbin display-format.workbin.name $Workbin.DictionaryValue$, $Workbin.AnnexValue$ [<Tenant>].Workbin.<script-name> Workbins view (My Workbin, My Team Workbins)

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