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Section interaction-workspace

These options can be configured on the following Configuration Layer objects:

  • Workspace Application object
  • Tenant
  • Agent Group
  • Agent

The options are grouped into the following categories:

  • Accessibility: Options that enhance the application for hearing and visually impaired agents
  • Active Recording: Options that control how agents use Active Call Recording and Screen Capture functionality.
  • Agent status: Options that control how agents set their Ready status
  • Alert: Options that control the display of warning messages.
  • Application: Options that control the default window display behvior.
  • Broadcast: Options that control how broadcast messages appear and behave
  • Business Continuity: Options that control the behavior of Workspace during a long term loss of connection to the primary host site.
  • Callback Options: Options that control the various features of the Callback view.
  • Case Data: Options that control the display of Case Data.
  • Channel Information: Options that control the display of the media prompt window.
  • Chat: Options that control the appearance and behavior of the Chat interface
  • Chatserver: Options that control the connectivity parameters, like ADDP settings, between Workspace and Chat Server.
  • Contact: Options that control contact management
  • Disaster Recovery: Options that control the behavior of Workspace during a long term loss of connection to the primary host site. See Business Continuity options.
  • Display formats: Options that control the appearance of various text elements in the various application windows
  • E-Mail: Options that control the appearance and behavior of the E-Mail interface
  • Editor: Options that control the display of fonts in text editor boxes in Workspace.
  • eServices: Options that control the use of eServices licenses
  • Expression: Options that control the parsing of phone numbers in contact interaction
  • Statistics Gadget: Options that control the use and appearance of the Statistics Gadget
  • General: Options that control the general behavior of Workspace.
  • GUI: Options that control the availability of themes in the user interface.
  • IM: Options that control the appearance and behavior of the Internal Instant Messaging interface
  • Interaction: Options that control the behavior and appearance of various elements related to the Interaction window
  • Interaction Bar: Options that control the display of the Interaction Bar.
  • Interaction Management: Options that control the way that Team Leads view and manage interactions in Queues and Workbins for their team members.
  • Intercommunication: Options that control the routing of internal IM and voice interactions
  • Keyboard: Options that enable keyboard shortcuts
  • KPI: Options that control the display of My Statistics (KPIs) on the agent Workspace
  • License: Options that control how Workspace interacts with License Reporting Manager.
  • Log: Options that control logging of the application
  • Login: Options that control the appearance and behavior of the agent login window
  • Logout: Options that control the behavior of agent log out from Workspace.
  • Main view: Options that control the behavior of the Main Window
  • Open Media: Options that enable open media features
  • Options: Options that specify where the agent object configuration is stored.
  • Outbound: Options that enable agents to participate in outbound campaigns
  • Presence: Options that control how agent presence is evaluated and displayed.
  • Printing: Options that control the display of the Print Preview feature.
  • Reporting: Otpions that specify how agent activities are reported to the Genesys back-end.
  • Security: Options that control the timing and behavior of the keyboard and mouse inactivity timeout feature and other security features
  • SIP Endpoint: Options that control the functionality and display of Workspace SIP Endpoint enabled interactions
  • Screen Recording: Options that control the automatic Screen Recording functionality.
  • SMS: Options that control the appearance and behavior of the SMS interface
  • Sounds: Options that specify the name and location in the application folder of audio files that are to be pre-loaded when an agent logs in.
  • Spellchecker: Options that control the use of corporate dictionaries in the spelling check feature
  • Standard Responses: Options that control the functionality and display of the Response view
  • Statistics: Options that control the display of contact center statistics on the agent Workspace
  • System Tray: Options that control the display of the tooltip that is displayed in the System Tray.
  • Team Communicator: Options that control the appearance and behavior of the Team Communicator
  • Team Lead: Options that specify the scope of monitoring that is to be used for voice interactions in environments that use SIP Server or Cisco UCM
  • Toast (Interactive Notification): Options that control the appearance and behavior of the interaction preview Interactive Notification
  • View: Options that control the tab order and activation order of windows and menus
  • Voice: Options that control various features of the Voice channel
  • Voicemail: Options that control access to your system voicemail
  • Web Callback: Options that control the various features of the Web Callback channel
  • Webproxy: Options that control the use of a Webproxy for environments where Internet proxies require user authentication
  • Workbin: Options that control various features of Workbins
  • Workitem: Options that control various features of the Workitem channel
  • Miscellaneous: Options that control the appearance of the Workspace application windows, the recording of options, the evaluation of presence, the enabling of RBAC, and many other miscellaneous features

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