Section interaction-workspace

Tip

For the most up to date Workspace Desktop Edition configuration options, see the Genesys Configuration Option Database.

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 behavior.
• 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