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general.configuration-business-attribute-cache-preload

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


Specifies the list of Business Attribute objects that are loaded and cached at login time.

  • If $All$ is configured, all the Business Attribute objects that are contained in the Agent’s Tenant and on which the Agent has Read Access, are pre-loaded at login time.
  • Pre-loading these objects means that dynamic access to Configuration Server during the critical phase of interaction notification is not required.

interaction.case-data.format-business-attribute

Section: interaction-workspace
Default Value:
Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and space characters.
Changes Take Effect: At the next interaction
Related Options: interaction.case-data.order, toast.case-data.format-business-attribute

Specifies the name of the Business Attribute that contains the Attribute Values that are used to filter and render attached data. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

You can define the display order of Business Attribute Values by creating an interaction-workspace section in the annex of the Business Attribute, then add the interaction.case-data.order option. This option is a comma-separated list of Business Attributes Value Names that specifies the order of the Business Attribute Values. The Attributes Values that are not listed in the interaction.case-data.order option are put at the bottom of the list.

Starting with the 8.1.1 release this option no longer controls the display of case information in the toast view. Refer to the toast.case-data.format-business-attribute option for this purpose.

interaction.disposition.value-business-attribute

Section: interaction-workspace
Default Value: DispositionCode
Valid Values: A valid name of a Business Attribute.
Changes Take Effect: Immediately.


A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code.

Beginning with release 8.5, you can specify the display order of Business Attribute Values by creating an interaction-workspace section in the annex of the Business Attribute, and then add the interaction.disposition.order option.

This option contains a comma-separated list of Business Attributes Value Names that specifies the order of the Business Attribute Values. The Attributes Values that are not specified by the interaction.disposition.order option are put at the bottom of the list, except for the value None, which it is always the first item. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.override-option-key

Section: interaction-workspace
Default Value: IW_OverrideOptions
Valid Values: An attached data key name (string).
Changes Take Effect: At the next interaction.


Enables overriding of certain application options by using one or several transaction objects. This option provides the key name of the attached data that contains the list of transaction objects. Note: the key named in this option will not be copied into any interaction that is created from the current interaction, such as consultations, reply emails, and so on. Refer to Modifying a Routing Strategy to Override Workspace Options, Based on Attached Data

teamcommunicator.load-at-startup

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


Provides performance protection if you have a large number of agents that all login at the same time. Specifies whether all the configuration elements (Agents, Agent Groups, Queues, Routing Points, Skills) that are required by the Team Communicator are loaded at login. If this option is set to false, the elements are not loaded at login; instead, they are loaded when the Team Communicator is used for the first time in the session.

interaction.evaluate-real-party-for-agent.expression

Section: interaction-workspace
Default Value: .*
Valid Values: A regular expression
Changes Take Effect: When the application is started or restarted.
Dependencies: interaction.evaluate-real-party-for-agent
Introduced: 8.5.110.13

When the value of the interaction.evaluate-real-party-for-agent option is set to true, this option specifies a regular expression that is used to match the parties in a voice call that should be evaluated and transformed into a real agent name. For example, in environments where agent DNs are defined by a 7-digit number starting with a 7 or 8, the value of this option would be set to the following value: "^[78]\d{6}".

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: $Agent.UserName$,$Agent.LastName$,$Agent.FirstName$,$Agent.EmployeeId$.

interaction.evaluate-real-party-for-agent

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Related Options: interaction.evaluate-real-party-for-agent.expression

Specifies whether Workspace attempts to transform the name of the party DN into an Agent name during a voice interaction.

If the value of this option is set to true, the names of all the parties on a call are displayed, if possible. This includes the contact party. In general, agent DNs are defined using a dialing rule, the interaction.evaluate-real-party-for-agent.expression option can be used to define a regular expression that recognizes internal parties on a call and displays the agent name instead of the DN.

login.enable-place-completion

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


This option is used for performance issue at login time (when a lot of agents logs in at the same time). Set this option to false to disable the load of all the places when the Workspace is started. This improves the performance if there are a lot of places in your environment. The restriction with this option set to false is that there is no longer a list of available places in the 2nd login panel.

teamcommunicator.list-filter-showing

Section: interaction-workspace
Default Value: Agent,AgentGroup,Skill,RoutingPoint,Queue,InteractionQueue,Contact,CustomContact
Valid Values: A comma-separated list of values from the following list: Agent, AgentGroup, Skill, RoutingPoint, Queue, Contact, InteractionQueue, CustomContact
Changes Take Effect: When the application is started or restarted.


Specifies the list of filters that an agent can use to search for contacts and internal targets by using the team communicator. The object types are presented in the specified order.

general.configuration-update-notification

Section: interaction-workspace
Default Value: All
Valid Values: A comma-separated value list of one or more items that are to be notifed: None, All, ThisAgent, ThisApplication, ThisTenant, Transactions, Persons, Skills, AgentGroups, DN, BusinessAttributes, BusinessAttributeValues, Script
Changes Take Effect: When the application is started or restarted.


Specifies the list of Configuration Server objects that require notification when there is an update.

Note: for legacy purposes, the value ThisAplication is also supported. This value was introduced erroneously in Workspace 8.1.

options.record-location

Section: interaction-workspace
Default Value:
Valid Values: A valid file path to a host directory.
Changes Take Effect: When the application is started or restarted.
Dependencies: options.record-option-locally-only
Introduced: 8.5.112.08

In environments where the value of the options.record-option-locally-only is set to false, this option specifies the location where agent preferences are stored when an agent exits the application. If the value of this option is left empty, agent preferences are stored in Person's Annex in Configuration Server. The full path can also contain the following field codes: $Agent.UserName$,$Agent.LastName$,$Agent.FirstName$,$Agent.EmployeeId$,$Env.X$ (where X is the name of the environment variable). Genesys recommends that you append the agent's Username to the specified path as shown above.

options.record-location

Section: interaction-workspace
Default Value:
Valid Values: A valid file path to a host directory.
Changes Take Effect: When the application is started or restarted.
Dependencies: options.record-option-locally-only
Introduced: 8.5.112.08

In environments where the value of the options.record-option-locally-only is set to false, this option specifies the location where agent preferences are stored when an agent exits the application. If the value of this option is left empty, agent preferences are stored in Person's Annex in Configuration Server. The full path can also contain the following field codes: $Agent.UserName$,$Agent.LastName$,$Agent.FirstName$,$Agent.EmployeeId$,$Env.X$ (where X is the name of the environment variable). Genesys recommends that you append the agent's Username to the specified path as shown above.

options.record-option-locally-only

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


Specifies whether the display settings for the agent are stored locally or in the agent annex.

general.configuration-agent-collection-loading-method

Section: interaction-workspace
Default Value: read-objects
Valid Values: One value from this list:read-objects,brief-info
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.101.14
Related Options: display-format.agent-name, teamcommunicator.list-filter-showing

Specifies the method that Workspace uses to retrieve the collection of agents from Configuration Server. This retrieval happens when the teamcommunicator.list-filter-showing option contains the value Agent. Choose the method that best meets your business requirements, system environment, and scale constraints:

  • read-objects—This is the legacy agent-retrieval method. This method returns the list of agents according to the "read" permission of the current agent. For each retrieved agent this method returns the full agent data from Configuration Server, including annex structure, in an uncompressed format. The bandwidth consumed can be much larger than the other retrieval methods.
  • brief-info—For each retrieved agent, this method returns only a subset of the agent data. This can result in significant network bandwidth optimization, as well as a decrease of the load on Configuration Server. Configuration Server ignores the "read" permissions of the current agent when returning the list of object; therefore, the Team Communicator provides access to all the agents of the Tenant. This methods does not provide access to the field EmployeeID; therefore, when displaying search results in Team Communicator, the value $Agent.EmployeeID$ is ignored when it is specified in the display-format.agent-name option.

general.configuration-object-collection-cache-timeout

Section: interaction-workspace
Default Value: 0
Valid Values: Any positive integer value.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.101.14
Related Options: teamcommunicator.list-filter-showing

Specifies the amount of time, in hours, to keep the list of objects in a local cache file before requesting it again from Configuration Server. Once the timeout is expired, Workspace request the objects from Configuration Server the next time that Team Communicator is initialized, such as at the next session login if Team Communicator is already initialized for the current session. The value 0 means that no local cache is created. This list of objects is loaded and cached based on the value of the teamcommunicator.list-filter-showing option.

teamcommunicator.load-at-startup

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


Provides performance protection if you have a large number of agents that all login at the same time. Specifies whether all the configuration elements (Agents, Agent Groups, Queues, Routing Points, Skills) that are required by the Team Communicator are loaded at login. If this option is set to false, the elements are not loaded at login; instead, they are loaded when the Team Communicator is used for the first time in the session.

login.enable-place-completion

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


This option is used for performance issue at login time (when a lot of agents logs in at the same time). Set this option to false to disable the load of all the places when the Workspace is started. This improves the performance if there are a lot of places in your environment. The restriction with this option set to false is that there is no longer a list of available places in the 2nd login panel.

teamcommunicator.list-filter-showing

Section: interaction-workspace
Default Value: Agent,AgentGroup,Skill,RoutingPoint,Queue,InteractionQueue,Contact,CustomContact
Valid Values: A comma-separated list of values from the following list: Agent, AgentGroup, Skill, RoutingPoint, Queue, Contact, InteractionQueue, CustomContact
Changes Take Effect: When the application is started or restarted.


Specifies the list of filters that an agent can use to search for contacts and internal targets by using the team communicator. The object types are presented in the specified order.

Planning Your Deployment

Before you deploy Workspace, you should take time to define your needs in terms of load, bandwidth, scale, the type of network that you have or want to develop, the number of resources you plan to manage, and the type of deployment that you want:

  • ClickOnce
  • Non-ClickOnce

Defining your needs

This section provides items that you should consider when you are planning your deployment.

Load, IIS vs. Apache

Workspace is designed to be equally compatible with Microsoft Internet Information Services (IIS) or Apache web servers. Your choice depends on the server-side operating system and HTTP server that you are running. Refer to the following system guides for details on compatibility and system requirements:

Type of network

Refer to the following system guides for details on compatibility and system requirements:

Single Sign-On (SSO)

[Added: 8.5.102.06]

Workspace supports Single Sign-On authentication by using Kerberos User Authentication. This feature must be configured prior to deployment.

Choosing between a ClickOnce deployment and a Non-ClickOnce deployment

ClickOnce A ClickOnce deployment of Workspace automatically handles software updates as you make them available in your environment. If you do not have the ability to push applications, updates, and configurations to your agents, you might want to take advantage of a managed services deployment approach in your environment by using ClickOnce.

Non-ClickOnce In a Standard Deployment, you must install the Workspace application on each client workstation. In this scenario, you must push software updates to each workstation in your environment. Refer to the following sections for information about different deployment scenarios:

Memory usage

This Table represents the Memory Usage range of Interaction Workspace. Minimum value is the out of the box version using voice only interactions Maximum value is the out of the box version using multimedia interactions

OS Type Memory used
x86 (32-bits) 180 - 280 MB
x64 (64-bits) 200 - 300 MB

Interaction Workspace can use more memory if deployed with click-once on compatibility mode with 8.1.2. This mode runs Interaction Workspace in 64-bits native mode and can use up to 450 MB.

If you are using Workspace SIP Endpoint, an additional 60 MB are used.

Monitor resolution

The minimum supported resolution is 1024 x 768 at 100% appearance display factor.

Effects of configuration options and privileges on performance

These table list the effects that some configuration options and privileges might have on network bandwidth and also the performance of Configuration Server and Configuration Server proxies.

Summary of the effects of Workspace options and privileges on network bandwidth
Option/Privilege Default Value Values that might affect system network bandwidth Functional impact of using different values
Workbins - Can Use My Team Workbins Unassigned Assigned

During supervisor/Team Lead login, the Workbin module loads the current state of each of the workbins of the agents on the supervisor's team to provide the supervisor with an overview of the content of each workbin.

This action generates a set of requests to Interation Server. The bandwidth that is consumed by those requests is proportional to the following variables:

  • the number of monitored agents
  • the number of workbins assigned the supervisor
  • the number of interactions in each workbin
  • the size of the interaction properties in each interaction (depends on the Business Process design
No Team Workbin Supervision
teamcommunicator.list-filter-showing Agent Agent

Affected instance: Configuration Server (Proxy)

Target types are not displayed to agents
login.enable-place-completion true true: Workspace loads all the Places that are visible to the logged-in agent immediately to enable the process of Place. This might be a large number of Places in a large scale environment.

Affected instance: Configuration Server (Proxy)

false: agents must enter their Place name manually and the verification is performed after the Place is submitted. If a default place is assigned to agents, this issue is mitigated.
teamcommunicator.load-at-startup true true: all configured object lists for team communicator are loaded during agent login and added to the index.

Affected instance: Configuration Server (Proxy)

false: all configured object lists for team communicator are loaded at the first time that the Team Communicator is used.
general.configuration-object-collection-cache-timeout 0 0: No local cache of the list of objects is maintained; therefore, every time that the Team Communicator is initialized, the list of objects is requested from Configuration Server. Any positive integer: Specifies the number of hours between requests for objects from Configuration Server, reducing the number of requests made to Configuration Server.
general.configuration-agent-collection-loading-method read-objects read-objects: This is the legacy agent-retrieval method. This method returns the list of agents according to the "read" permission of the current agent. For each retrieved agent this method returns the full agent data from Configuration Server, including annex structure, in an uncompressed format. The bandwidth consumed can be much larger than the other retrieval methods.

When an agent logs in to Workspace, several collections of configuration objects are loaded from Configuration Server or Configuration Server Proxy to build a Lucene index which enables instant quick search in Team Communicator. Depending on the user profile, this mechanism triggers the download of different types of objects, such as: agents, DNs (Routing Point, Queues), Scripts (Interaction Queue, Workbins), Agent Groups, and/or Skills.

In large scale environments where Workspace is configured to enable searching of agents in Team Communicator, Workspace might cause a large load on Configuration Server/Configuration Server Proxy, and on the network. This is particularly true of massive concurrent logins, such as at the beginning of a shift or after an infrastructure incident.

brief-info: For each retrieved agent, this method returns only a subset of the agent data. This can result in significant network bandwidth optimization, as well as a decrease of the load on Configuration Server.

The larger the contact center, the larger the size of the Person collection. Each person object returned by Configuration Server Proxy can be a large data set that contains annex KVCollection where Workspace can store the agent profile and where other custom business applications can also store data. This can result in several megabytes of download for each agent login.


Summary of Interaction Workspace options and privileges that can affect Configuration Server (or CS Proxies)
Option/Privilege Default Value Values that can affect Configuration Server (or CS Proxies) Functional impact of using different values
options.record-option-locally-only false false and the options.record-location option is absent or left empty: the agent profile is stored in the annex of the corresponding Person object when an agent logs out of the application. Write requests are transmitted by Configuration Server Proxies back to the central Configuration Server and then the Central Configuration Server notifies all proxy instances about the update.

Affected instance: central Configuration Server and Configuration Server Proxies.

false and options.record-location set to a valid shared directory: there is no functional impact. Refer to Storing the agent profile on a controlled shared host.

true: Unless you are using the Windows Roaming Profile approach as part of your IT policy, the personal settings do not follow an agent who is roaming or hot seating.

general.configuration-update-notification All All or <empty>: Workspace subscribes for notifications about all object types that are read.

The Agent option might also generate a lot of notifications, depending on Configuration Server operations.

Affected instance: Configuration Server (Proxy)

None: no notification at all. Any config update is taken into account at next login.

ThisApplication, ThisAgent: Workspace is informed about modifications to the configuration of the current agent or current Application. Any other changes are taken into account at the next login.

teamcommunicator.list-filter-showing Agent Agent

Affected instance: Configuration Server (Proxy)

Target types are not presented to agent
login.enable-place-completion true true: Workspace loads all the Places that are visible to the logged-in agent immediately to enable the process of Place. This might be a large number of Places in a large scale environment.

Affected instance: Configuration Server (Proxy)

false: agents must enter their Place name manually and the verification is performed after the Place is submitted. If a default place is assigned to agents, this issue is mitigated.
true true: Workspace accesses Configuration Server and Stat Server before an interactive notification is displayed, to retrieve the display name of internal agents or supervisors who are engaged. The generated load on Config Server Proxy is not large, but it is proportional to the flow of interactions. Use the interaction.evaluate-real-party-for-agent.expression option to use a regular expression to display an agent's name instead of the agent's DN.

Affected instance: Workspace client

false: the internal voice interaction parties are displayed as phone numbers instead of a display name.
teamcommunicator.load-at-startup true true: all lists of configured objects for Team Communicator are loaded at login time and added to the index, which can affect the system in a scenario where there is massively concurrent agent login operations.

Affected instance: Configuration Server (Proxy)

false: all lists of configured objects for Team Communicator are loaded the first time that Team Communicator is used, which might make the first activation of Team Communicator slower.
empty Business Attributes and Transactions are always loaded the first time that an interaction that is received by an agent requires them. They are then cached for further usage. The more possible values that exist, the more accesses are required during interaction notification. The generated load is not large, but in case of slow response time, there might be a delay before the interactive notification is displayed.

Affected instance: Workspace client

The general.configuration-business-attribute-cache-preload option enables you to cache a list of Business Attributes upfront to avoid a slow response accessing the Business Attributes in scenarios where Config Server has difficulties answering in a timely manner.

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This page was last modified on October 26, 2018, at 06:33.